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Frequently Asked Questions (FAQs)

Your Account
Your Order
International Orders
Cancellations, Returns and Refunds
Pricing
Shipping
Downloads
Product Reviews
Copyright
Getting More Information

Your Account

Are There Different Ways to Check Out from the AEM Store?

Yes. You can check out "anonymously" or you can check out using a Store account.

What is the Difference Between Anonymous Checkout and Creating a Store Account?

During store checkout visitors can either select to check their items out anonymously or register for a store account. Anonymous users do not have their e-mail address information retained, but they still have to provide their e-mail addresses in order for them to receive their store receipts. Furthermore, anonymous users still have to provide their shipping and billing information. This information is not retained, which means that on subsequent visits they will have to provide their shipping and billing information again. Finally, anonymous users cannot view past order detail through the store, nor can they view the shipping status of their order.

Visitors who establish a store account will have their e-mail, billing and shipping information retained. They also have the option of opting out of any communication from AEM using the e-mail information they provide. AEM members who wish to receive member pricing must create a store account!

How Do I Create an AEM Store Account?

  1. Request a username and password - AEM members may have to wait up to 24 hours to have their username and password confirmed. AEM uses this time to verify that the person submitting a username and password belongs to an AEM member company.
  2. Go to the store, add items to your cart for purchase, and start checkout. During checkout you will be asked whether you wish to sign in and check out from the store or skip login and check out. To set-up a store account, elect to sign in and check out.
  3. If you are a first-time user and choose to sign in and check out, you will be prompted for your approved username and password. Once you have submitted these, you will be taken directly to your store account creation page. Here you will be asked to provide your shipping and billing information. Again, you also have the option of choosing not to receive any e-mail communications related to the store.
  4. Once you have finished creating your store account you will be sent back to your shopping cart to complete your checkout. At this point any items in your cart that should reflect member pricing will reflect member pricing.
  5. You only have to set-up your store account once. You can also navigate directly to your store account here.

How Do I Create and Manage AEM Usernames and Passwords?

Usernames and passwords are required to login to your store account and to receive AEM member prices if you are an AEM member.

  • To set up a username and password click here.
  • If you want a new password and have retained your old password you can change your password here.
  • If you cannot remember your password and want to reset it you can do so here.
  • If you cannot remember your username you can request to have it sent to you here.

Your Order

How Do I Check My Order Status?

Your order status can be found in your store account. If you do not have a store account, contact us directly to get information on your order status.

Phone icon Phone
Call toll-free at 800-369-2310 for safety materials orders only.

Fax icon Fax
Fax toll-free at 866-541-1668 for safety materials orders only.

Email icon Mail 
For safety materials orders only:
AEM Manuals @ ULILitho
P.O. Box 181
Sheboygan, WI  53082-0181

What Methods of Payment are Accepted On-line?

Payment must be made at the time of sale. The customer must provide valid Visa, MasterCard, or American Express credit account information. That information will be validated before an order is fulfilled. AEM will attempt to notify a customer if their credit card transaction cannot be successfully validated, and the customer order will be cancelled. PayPal and Google Checkout are also now accepted as payment methods for most products in the store. All payments in U.S. dollars only. For on-line purchases, receipts are automatically generated via e-mail once the purchase is completed. Purchase orders (POs) are not accepted through our on-line store. If you wish to place a purchase order, you must either do so using phone, fax or mail. See contact information above.

Do You Retain My Credit Card Information?

No!

Will I Receive Confirmation That My Order Has Been Placed?

For on-line purchases, receipts are automatically generated via e-mail once the purchase is completed.

Will I Be Charged Sales Tax On My Order?

If your shipping address is located in Wisconsin you will be charged sales tax on your order.

International Orders

What Method of Payment Do You Recommend for International Orders?

Again, we accept Visa, MasterCard, American Express, PayPal, and Google Checkout.

Are There Any Requirements for International Orders?

Yes. Shipments to overseas destinations require a complete mail delivery address. Shipments must be directed to a street address, P.O. Box addresses are not acceptable.

Cancellations, Returns and Refunds

May I Cancel an Order?

Yes.  Any order may be cancelled before it is shipped. If in doubt, please call toll-free at 800-369-2310 to speak with a customer service representative regarding safety materials orders.  

May I Return an Item?

Within 30 days of delivery, physically shipped products (not electronic products) may be returned for refund of purchase price.

  • Absolutely no returns on electronic products (downloaded documents, webinars, CD-ROM products, and video products).
  • Defective electronic products may be returned for replacement.
  • Requests for substitution cannot be honored.

Pricing

Some Items List Two Prices, One for AEM Members and the Other for Non-Members, While Other Items Only List One Price - Why?

For items that only list one price, the price is identical for AEM members and non-members. AEM members, however, enjoy lower prices and larger volume discounts than non-members for most products. Learn more about how to become an AEM member.

Shipping

How Will My On-line Order Be Shipped?

A variety of UPS shipment methods are offered during store check-out. Customers may also select to be contacted regarding other available shipping methods during store check-out. Shipping charges will not appear on your store receipt if you select to be contacted, but you can always request a new receipt with the shipping fees included after the shipping method has been determined.

May I Split a Single Order into Multiple Shipping Destinations?

This store does not support multiple shipping destinations for a single order. Obviously, multiple orders may be placed. For safety materials orders that require shipping to multiple addresses, please call toll-free at 800-369-2310 to speak with a customer service representative.

Downloads

I Ordered a Downloadable Product But Can't Find My Download Instructions - Where Are They?

AEM Store customers sometimes purchase a downloadable product and then cannot find the download instructions that are automatically e-mailed by the store along with their receipt. Please check your junk/spam e-mail folders for download instructions - often the download instructions are sent there! If you still cannot find your download instructions, please contact us.

Can I Order All Your Safety Materials as PDF Downloads?

No. For example, AEM does not offer any of its safety manuals as PDF downloads We apologize for any inconvenience.

Product Reviews

Where Do I Submit My Review?

At the bottom of every product page you will see a Product Ratings area for the product. To submit a review, you will need to have an AEM username and password and be logged in. Follow the links in the Products Ratings area to rate the product and leave any comments.

 

What Tips Do You Offer for Submitting a Review?

  • Give your honest feedback on product quality based on your personal experience.
  • Include a rating, pros/cons and comments about the quality of the item.
  • Keep comments about customer service separate from product comments.

Is There Review Content That is Not Permitted?

Yes. Review content will be removed that contains any of the following:

  • Specific references to pricing 
  • Obscene or inflammatory language
  • Advertisements and "spam" content
  • Personally identifiable information (for example: e-mail addresses, phone numbers)
  • HTML tags or special characters

Copyright

May I Make Copies of the Item/s I Order?

No. You do not have permission to make unauthorized copies of your purchase. If you need multiple copies of a document, please purchase the complete number of copies that you require.

Getting More Information

How Can I Learn When New or Updated Store Products or Services Have Been Added to the Store?

To learn of new or updated safety material products or services join our Store News Group. Also, the AEM Store now offers updates through its Twitter and Facebook accounts.

Are There Other Good Sources of Safety information That You Can Point Me To?

Check out our collection of safety-related links.

Where Can I Get a Complete Listing of All the AEM Safety Materials You Offer?

View a complete listing here.

How Do I Get Back to the Top of this Page?

Just click here!