Customer Service

Frequently Asked Questions and Policies

1.  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 reading published policies.  Payment acknowledges acceptance of these policies.  If you disagree with these policies, please use our “Contact Us” page to make us aware of your issues.

Keep in mind that we are a small business operated by people who do not believe in hiring an army of lawyers to write endless pages of legal entrapments to default you into agreements you don't understand.  Corporations do this to wash their hands of all responsibility for their actions,  which we believe this is ethically wrong, and does not promote good will toward our customers.

2.  Should I wait to order?

If you answer “Yes” to any of the following, you should wait to order:

  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 you re-schedule your exam.  Set aside at least thirty (30) days to study, and then order our study materials.
  3. I am ordering too far in advance The files we create oftentimes need to be re-checked for accuracy every six (6) months due to book version changes by licensing agencies and exam administrators.  There are a few states like Hawaii and Louisiana who haven't updated their book requirements in over ten years, but this is rarely the case.

Our suggested time frame for ordering materials is no less than one month (30 days) and no more than three months (90 days) before your scheduled exam date.

3.  Why haven't I received my study materials?

There are usually two reasons for this:

  1. You did not receive or reply to the initial e‑mail we sent with the subject“Please confirm your ContractorExam Order # XXXXX” e‑mail.  90% of the time, product delivery delays are caused by customers not responding to e‑mails.  If you don't receive a confirmation e‑mail within 24 hours of ordering, there is a problem (usually on your end).
  2. Our e‑mails are being marked as “spam” or “junk” by your e‑mail provider.  Adding a filter to your mail box configuration to allow our e‑mails at  contractorexam[dot]com -OR- examprepservices[dot]netshould resolve this problem.

This article may be helpful to remove e‑mail blocking:

How to white list an e‑mail address

4.  Are orders sent on the same day I receive my payment receipt?

Normally, yes.  If there is a reason we can not deliver your order within 24 hours, we will try to e‑mail you.  If we don't hear from you, we'll try to call the phone number you provided in your order.

5.  Will I receive books or printed materials?

No.  All study materials are sent via e‑mail as PDF (Adobe Acrobat) files. If you want your study materials printed, you must do so on your own printer or use a printing service like FedEx Office, Staples, Office Depot to print and bind your files.  We recommend calling the store before you arrive to find out what form of media they will accept (flash drive, USB phone transfer, 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 or use the links provided on our web site.  We also provide links many FREE books, statutes and pamphlets on our trade pages whenever possible.

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

No.  The exact text of the exam questions are copyright protected and owned by either state government or the exam administrator.  We write our study questions from the suggested reference books and statutory codes.

7.  Can I Use the Tutorial or Practice Test in the Exam?

DEFINATELY NOT!  Only use our study materials at home

Occasionally an exam proctor may misidentify our Tutorials and Practice Tests as “inside information”.  Some illegal providers have been known in the past to send moles into an exam for the purpose of collecting copyrighted/proprietary exam questions.

We make no claims whatsoever that any of our sample questions will match questions seen on an actual exam.  If that DOES happen, it is merely by coincidence; it is not our intention to duplicate the actual exam.  If you do make the mistake of taking our study materials to an exam, they will probably be confiscated at the door AND you will forfeit all of the fees you paid.

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

No  We advise you to STUDY our questions so you are familiar with how to quickly find the answers in the code book.  Our sample questions will help you to learn the layout of the references and know where to find the correct answers.  Remember, most exams are open book.  You are allowed to either take a state approved trade reference book into the exam or they will provided at the exam location.

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.

9.  Why haven't I received a reply to my Customer Service request?

All e‑mails (including order confirmations) are answered as quickly as volume allows and in the order they are received.  Your request may involve doing research on book titles or licensing requirements.  If this takes more than a few hours, we will send you an e‑mail you to giving an estimated amount of time it will take to do the research.

To avoid delays in answering you request, make sure you are filling out the customer service form with the same e‑mail address you used when you placed your order.  We do our best to answer e‑mails on the day they are received unless one of the following conditions exist:

  1. You did not respond directly to an e‑mail from “cust.service [at]”  when a reply was requested.
  2. You did not use the form on our “Contact Us”  page which collects all the information we need to locate your order in our system.
  3. Our e‑mails are being blocked by your e‑mail provider.  See the link in item #3 (above) for more information on unblocking email.
  4. You are e‑mailing after normal business hours during weekdays which is 10:00am to 6:00pm (pacific time), or you are e‑mailing on a national holiday (like Thanksgiving or Christmas).
  5. You are e‑mailing prior to receiving a “Please Confirm Your Order” e‑mail.  Your order is processed through a payment processor.  After which, an e‑mail verifying your payment has been processed.  An e‑mail will then be sent to you requesting that you confirm the title of your exam (or book).  This e‑mail will have your five-digit order number (in the subject line) and helps us find your order in our invoicing system.  This is not an automated process.
  6. The information you supplied on your customer service request form was incomplete.  Any contact form that does not include the NAME, as it appears on the order, a correct e‑mail address and/or an exam name may not receive a response
  7. The information you supplied on your customer service form did not match our database.  Please be certain that the name and the e‑mail address matches the information on the order receipt you received with your set of files that were e‑mailed.
  8. You did not read this page completely.  We often receive e‑mails asking questions that have been answered on our FAQ and policy page.  You may receive a re-direct back to this page referring to a specific FAQ.
  9. Your e‑mail was not specific.  There is product information provided on the web site about the materials we will be sending you.  If you have a problem with any of our policies or the materials you have received, please provide us with as much detail as possible regarding the situation as soon as possible.  Our goal is for you to be able to pass your exam.  Your comments and suggestions help us improve our products and services, making them as user-friendly and accurate as possible.

10.  What is your refund policy?

Information about refunds are located on the “Refund Policy” page.

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

Use our “Contact Us” page to let us know as soon as you find the problem.  Be prepared to give a detailed description of each question that you think might be wrong and evidence to support your claim.

It is important to check over your study materials for accuracy as soon as you receive them. Material content can become out-of-date in a matter of a few months. Licensing agencies and legal requirements dictate when information changes, which requires us to update our study materials regularly. Additionally, some questions may have been removed from your materials and purged from our database.

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