Frequently Asked Questions

What are your shipping & handling rates?


Shipping and handling is included in the price of the publication or product.

What payment types are accepted?


1.) VISA/MasterCard/Discover

 

All credit cards are processed securely through the online store when you have clicked the Place Order button.  Security Guidelines:  Web browsers allow users to revisit previously retrieved pages by moving backwards and forwards through page histories.  Because this is allowed, it is very important for you to clear the browser's cache, and close the browser when you have your confirmation page to ensure your personal information is not compromised and your credit card is not charged again.  Refrain from using the BACK button.

 

2.) Payment with order:  Check/money orders through the mail

 

Make checks payable to the  Alabama Cooperative Extension System
Checks should be sent with a confirmation page or an order form to:
ACES Distribution Office
117 Duncan Hall, Auburn University
Auburn, AL  36849

All payments must be U.S. funds drawn on a U.S. bank.

 

3.) Faxed or mailed purchase orders. International purchase orders are not accepted.


4.) FOP numbers (staff only)

How do I order online and pay using a check/money order or purchase order?


Once you have finished placing items in your shopping cart, continue to checkout, entering the required shipping/billing information.  On the billing information page, check the box for Check/Money Order.  Click -Next- to the Place Order screen.  This will allow you to verify all information is correct and displays the grand total for your order.  You will only receive a confirmation page once you have clicked the Place Order button.  Please click this button once, and only once.  Print two copies of this confirmation page. Include one copy with your payment/purchase order (mail or fax), and the second is for your records.

What are the requirements to use a purchase order?


If you wish to use a purchase order, your order will be delayed until reviewed and approved.   We reserve the right to require prepayment.
ACES Distribution Office standard requirements for all purchase orders are the following:

1.) SHIP TO: Information requires a physical street address. Post Office boxes are not allowed.
2.) The purchase order must be numbered.
3.) An itemized detail of what materials are being ordered is required.
4.) Current and correct prices of all materials requested are required.
5.) All materials requested must total at least $100 U.S. Dollars (before shipping & handling).
6.) Shipping & handling is required to appear on the purchase order and calculated for the grand total.
7.) An authorized signature must be visible on the PO.
8.) All terms and conditions must be visible.
9.) The PO must be faxed or mailed with the confirmation page.

Acceptance of a purchase order results in the purchaser’s forfeiture of option 1 (Visa/MasterCard/Discover) and option 2 (payment with order) payment types.

Make checks payable to the Alabama Cooperative Extension System.
All payments must be U.S. funds drawn on a U.S. bank.

When an item displays “Available to Download in PDF Format,” what does this mean?


This publication has a PDF file that can be downloaded and printed.  Currently, no charges are associated with downloading the information.  Any cost that is shown is to obtain the hard copy version.  When availability and price do not appear, the publication is available in PDF only.

Can I just stop by the Distribution Center and pick up my order?


No, however you can visit your local Extension office to obtain publications in person. Please call your local Extension county office to check on availability.

How do I obtain permission to reprint one of your publications?


Please visit our Permission to Reprint section. There are forms located in this section for you to download and fill out to be granted permission.

I have a question about the content found within one of the publications. Whom should I contact about this?


1.) Visit the Contact Us page.  Questions regarding the content of a publication should be addressed to an editor. Editor contact information can be found near the bottom of that page.
2.
) A majority of our publications also display the author or preparer's name.  To contact an author directly, please use the Staff Directory.

What is your return policy?

All sales are final. If your order is damaged when you receive it, please contact us.

I have a question about my home, property, farm, etc. I do not see a publication on your site that addresses this. Whom should I contact?


1.) Contact someone at your county Extension office.  There are field specialists that are housed in or that serve your area. 
2.) Browse through the
ACES website where you can locate the resource area that might also help in answering your questions.
3.) For yard- and garden-related questions you can call the 
Master Gardener Helpline at (877) 252-GROW (4769).

When I try to place my order, I get an error page.  What is wrong?


This is most likely due to one of the following conditions:

1.) You have been timed out of your session and the online store will not allow you to proceed further.  You will need to empty your shopping cart and start over or simply close out of this browser window and open a window to begin a new session.
2.) While checking out, one or more of the ship to:/bill to: fields contains a special character such as an apostrophe or other punctuation mark.  This does not follow standard mailing requirements of USPS & UPS where punctuation marks are not to appear in any field.  By simply clicking your back button, eliminate these marks. Proceeding forward, you should be able to place your order
.

I am not in the 48 contiguous United States and am having trouble placing my order.  Why is this?


Currently the ACES online Store does not have the capabilities to process orders outside of the 48 contiguous United States.  At this time, we ask that order requests are e-mailed to the Distribution OfficePlease include the requested items & quantity, full address including a name, company (if applicable), street, city, province, postal code, and country.  We will respond in a timely manner with a quote for the amount due and further instructions.  Payment method will remain the same as described on this FAQ page.

How soon will my order be shipped?

Generally, your order will be processed the same day (business days only) or the following day. So your order will be shipped within 2 business days after the date of your order. However, if you pay by check, money order, or purchase order, your order will not be shipped until payment is received. With a purchase order, a purchase order number qualifies as payment.

If there is a delay processing your order, you will be contacted.

Are there other ways of ordering publications?

Yes, contact the Distribution Center by E-mail at publications@aces.edu. Please include publication title and ID number in your message. A downloadable order form that you can print also is available. It is in .pdf format. After printing it, you can fill it out and mail it or fax it to the address above.