Customer Service Page

Frequently Asked Questions
and Policies

  ver 3.5

If I don't read this page, will I be held responsible for its contents?

  Yes.  It has been shown in credit card disputes that the card holder is responsible for published policies herein.

Keep in mind that we are a small company that does not believe it needs to hire an army of lawyers to write page after page of legal entrapments to default you into agreements that you don't understand.  Corporations do this to wash their hands of all responsibility for their actions.  We believe that this is ethically wrong and does not promote good will towards our customers.

Should I wait to order?

  Yes.  If any of the following conditions exist in your license preparation scenario:
  1. I am not ready to study (see below about suggested timing of your order).

  2. I waited until the last minute and don't have time to study.  If this is the case, we recommend that you re-schedule your exam so that you have given yourself at least thirty (30) days to study, then order our study products.

  3. I am ordering too far in advance.  The files we create age.  Unlike a good wine, they have to be re-manufactured after six (6) months to remain viable because of the constant changes in requirements being done by state licensing agencies and exam administrators.

Our suggested time frame for ordering is not less than one month (30 days) or more than three months (90 days) before a scheduled exam date.

IMPORTANT:  Requests for file replacements after ninety days (90) may require additional charges.


Why haven't I received a reply to my email request?

  All emails (including order receipts) are answered as quickly as volume allows and in the order they are received.  To avoid delays in communication, please refer to the NAME, as it appears on the order; the “Transaction ID” number on the order receipt you received from the payment processor.  We do our best to answer emails on the same day they are received unless one of the following scenarios exist:
  1. You did not respond directly to an email from assist [at] when a reply was requested or you changed the subject line from its original subject.

  2. You emailed [at] (an OUTGOING ONLY email address).

  3. You did not use the contact form on our “Contact Us” page which collects all the information we need to locate your order in our system.

  4. Our emails are being blocked by your email server.  Check to see that our emails are not being directed into your junk (bulk) email folder or rejected by your spam blocking software at the server level.

    If you are using web mail like Yahoo or Hotmail, you will find the spam settings in one of the user menus or buttons.  If you're using POP3 mail with Outlook Express, Thunderbird or Eudora, you must access your mail box through the web interface provided by your ISP to check your spam settings and find your junk mail folder.

  5. You are emailing after normal business hours during the week (9:00am to 5:00pm MT), or you are emailing on a weekend or on a Holiday.  We have a very limited staff after hours, on weekends and holidays; we appreciate your patience during these hours.

  6. You are emailing prior to receiving a “Please Confirm Your Order and Contact/Shipping Information” email.  Please keep in mind, your order is processed through the payment processor and THEN they send us a copy of your payment receipt.  It is not an instant process.  Once we have received the order receipt email from the payment processor, it is answered, like all emails, as quickly as volume allows and in the order received.  We respond to an order email by sending a “Please Confirm Your Order and Contact/Shipping Information” email; please READ and respond to that email.

  7. We are unable to decipher your message.  Sometimes we receive emails where the person can't form an intelligible sentence.  This is usually caused by illiteracy or “English as a second language.”

    The language of commerce in the United States is English.  So, for those people that have not learned the language of commerce, it would be a good idea to find an English speaking friend to write your email.  We do not provide language interpretation services.  In other words, if we can't understand the question, you'll have to write us again and re-phrase in proper English.

  8. You refused to give us any information about your order.   A contact form that does not include the NAME, as it appears on the order, a correct email address and an order date may not receive a response.

  9. You did not give us order information that matched our order database.  Sometimes we see wives ordering for husbands and secretaries ordering from their bosses.  They complicate matters by using an email that does not match the address they gave the payment processor to pay for their order, so please be certain that the name and the email address match the information on the order receipt you received from the payment processor.

  10. You did not read this page completely.  We often receive emails that ask questions we've already answered on our FAQ and policy page.  You may receive a re-direct back to this page and a specific FAQ.

  11. You emailed too many times in a short period and are abusing our email system.

  12. Your email was too vague.  Sometimes we receive nondescript comments like “I didn't like what you sent.”  If you disagree with our methods or content, you will at some point be asked to submit a complete, detailed summary of exactly what questions or answers are incorrect and why you believe these questions will not help you pass an exam.  Please read the product information provided on the website to avoid issues such as this.

    The format of our materials is defined, described, and exemplified on the Products page of the web site.  The content of our materials is according to the Candidate Information Bulletin for the given trade.

I ordered products from a page that said they would be sent via e-mail.  Why haven't I received my files?

  There are usually two reasons for this:
  1. Our product delivery emails are being marked as “spam” or file attachments have been blocked by your mail server.  You will have to add a filter to you mail account to allow our emails [(at)].

    Please read the “Please Confirm Your Order” email sent to you in reply to your order.  If you have not received a “Please Confirm Your Order” email, please read item 6 in item FAQ #3 (above) and/or item 4 in item FAQ #3 (above) above.

  2. Very few of our e-mailed products are “off-the-shelf” items.  We custom design files for your particular trade based on current exam requirements.  These requirements constantly change which causes the content of the study material to change.  Many competitors offer “generic” study material that they can make immediately available.

    In our case, some time must be allowed to actually research which reference books are used by the exam administrator and write questions based on the actual content of the books.  In some cases, your practice test and tutorial files are emailed on the same day you order.  If you would like to inquire about the delivery status of your order, please reply to the “Please Confirm Your Order” email as requested.

Are e-mailed orders sent on the same day I receive the payment processor receipt?

  Again, not all of our materials are “off-the-shelf” and we DO NOT currently offer instant downloads.  If you have a question about the scheduled delivery of your order, please reply to the “Please Confirm Your Order” email and we will endeavor to satisfy your time frame.


Will I receive books or printed materials?

  No.  All study materials are sent via email as PDF (Adobe Acrobat) files. If you want your study materials printed, you must do so on your own printer -or- better yet...  find a printing shop like Kinko's and have them do the printing and binding.  Call ahead to find out what form of media they will accept (CDROM, flash drive, etc.).

We do not sell any of the reference books recommended by the exam administrators.  It is up to you to research prices and sources for new and used books.  We have provided many FREE books, statutes and pamphlets on our trade research pages.

If I buy your study materials, will the questions that I receive be the same questions that are on the test?

  Definitely NOT! The exact text of the exam questions are copyrighted and owned by either the state or the exam administrator.  We write our study questions to follow the state suggested reference books and statutory code.  It would be a violation of copyright law if we were to make any attempt to answer questions about specific questions that would appear on an exam.

If I memorize your questions, will I pass my test?

  Definitely NOT!  Study our questions so that you are familiar with the material and able to access the information needed to pass your exam.  Our study system will teach you how to read a question and know where to find the information to answer it.  Remember that most exams are open book.  You are allowed to either take a state approved trade reference book into the exam or they will provided by the exam proctor. 

Designated administrators such as Prometric, ICC and PSI have strict rules about making notes in reference books.  Your personal copy may be confiscated at the door.  Make sure you read the candidate bulletin carefully BEFORE you show up for your exam so that you don't end up re-paying exam fees.

What is your refund policy?

  Information about refunds are located on the “Refund Policy” page which can be accessed from the top navigation area of any web page.

Does it matter what version of a code book (i.e. 2009 vs. 2015) the questions are sourced?

  Most exams are open book.  Our main goal is to teach you how to access the information in the code book.  The material usually has only minimum changes between editions.  If the material you receive is from an earlier edition, we reassure you that the information is still in there, but with a different reference (i.e., paragraph or page number).  Changes made in corresponding editions are usually minimal but contain the relevant portions.  Our researchers are constantly reviewing our materials to change any and all flaws in the references or changes in the code.

I know that a question in one of the items you sent is wrong.  What do I do?


If you have found a mistake that you would like us to look into, please fill out our online form for each incorrect question.  You will find the form on the “Contact Us” page.

One mistake that some customers have made is that they order study materials and wait weeks or months to check the accuracy of the information.  If you've waited more than two months to start reviewing our materials, then, depending on the current legal requirements of your licensing process, the materials we have sent may be out-of-date and no longer useful.  Also, some of the questions in your PDF file may have been removed, thus, they have been purged from our database.


I received a file with a “.dat” file extension instead of “.pdf”

  This is a symptom of a poorly designed technology like a blueberry, blackberry, or some other kind of fruit.  We designed our files to be received on a Windows based DESKTOP or LAPTOP computer.  Try consulting your technical manual on how to change the file extension back to “.pdf”, then you MIGHT be able to view on your mobile device.

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