Refunds and Returns

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Last Updated: March 2009.  These policies relate to general items available from Service Management 101 (SM101).  Note that education and especially certification classes are subject to specific terms and conditions.  Please check the terms applicable to education offerings.

Cancellations, Returns, Refunds, Exchanges, Replacements:

Cancellations

Most orders ship within 24-48 hours of receipt.  You may view your order history listed under 'My Account".

Please contact us directly and as quickly as possible to cancel an order.  Sometimes, an order may be cancellable via the 'My Account' option.  To use this option when available, click on the order you would like to cancel.  If the order is in a cancelable state, a "Cancel Order" button will be visible.  Clicking on this button will submit your cancellation request; however, it does not guarantee that your order will be cancelled.  We may not be able to cancel your order due to the timing of automated processes.  Your order history will be updated if we are able to cancel the order successfully.

If your order was ineligible for cancellation, depending upon the type of product purchased, you may be able to return the product(s) for refund or credit minus shipping and handling charges. Please contact contact us directly, should you have any questions or issues with an order cancellation.

Return & Refund Policy

If you are not completely satisfied with any hardcopy item purchased from the Store, you may return materials in salable condition within thirty (30) days for credit or refund minus the shipping/handling charges. Instructions for returning products are included with every order. Original shipping/handling charges are nonrefundable, and the customer is responsible for return shipping charges. To receive a credit or refund, you must enclose a copy of the packing slip from the original shipment with the returned product.

Downloadable (softcopy) items are non-refundable and non-returnable.

Exchanges

SM101 requests that you contact us directly to exchange an item. The quickest way to receive your new product is to order it immediately through the SM101 shopping cart. You will be charged when it ships and will receive credit for the product you’re exchanging when we receive it (see Return Policy for information and instructions).

Replacement

SM101 will replace books or logo items that were damaged during shipping. In addition, we will ship replacements if you were inadvertently sent the wrong products. Requests for replacements must be made within thirty (30) days of your original order date. Please contact us directly to discuss the damage or error and the next steps.

SM101.Net Membership

Purchase of a membership or similar subscription membership access provides the Customer with instant access to protected areas of SM101 websites, access to utilities and online services containing valuable information, as well as discounts on all products and services. As such, all subscription membership access sales are final. Once assigned, these benefits cannot be easliy revoked. The satisfaction of our customers is paramount. SM101 provides an arbitration procedure, available upon request, to resolve and misunderstandings or disputes arising from subscription purchases.