• 401.489.5513
  • 250 Main St #1 Pawtucket, RI 02860
  • Tuesday-Saturday: 12 to 6pm & by appointment

Frequently Asked Questions

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PRODUCT

Why is the color of my product appear different than what is on the site?

Displayed colors of the products shown are depicted as accurately on the Site. However, because the colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.

I live in Rhode Island, can I buy items at The CSPH’s physical location?

Unfortunately, no. We are currently unable to sell items from our physical space, and do not house any inventory at our location. The webstore is built through a collaboration with a distributor and all orders are fulfilled through them and shipped to our customers from their facilities.  If you want to see a sample of a product and/or ask us questions about a specific product before ordering it online, we do have samples of all of our items in The CSPH for educational purposes. Feel free to swing by during our open hours, Tuesday - Saturday, from 12pm-6pm.

Why don’t you carry ______ product?

The CSPH Store is an exclusive collaboration with a distributor. Because we are working with them, our product selections are based on their inventory. If you have questions about a specific product or would like to see something added to our store, contact us at webstore@thecsph.org. We are always glad to hear about products that work well for different bodies, conditions, and needs! If it is possible for us to carry additional items, or if we can facilitate partnerships between manufacturers and our distributor, we are open to suggestions.

I have a question about ______ product?

Please contact the educators at The CSPH available Tuesday through Saturday from 12pm-6pm EST. Call 401-489-5513 or e-mail webstore@thecsph.org. Our staff are happy to answer any questions you might have about the products on our site!

RETURNS

What is your return policy?

Because of the sensitive nature of our items, we do not accept returns or exchanges except in the event of damage or defect. If your product is damaged or defective, you need to contact our staff at webstore@thecsph.org or 401-489-5513. We will work with you to come up with the best solution for your situation if the product is determined to be defective. We may replace the original item or refund your money as store credit in your account and assist you in finding the product you prefer, and placing a new order for you. 

 Returns of products that are not defective or damaged will incur a restocking fee to be determined. Any item that is returned without authorization will not be accepted. 

 What do I do if I received the wrong item?

Please contact us within 3 days of receiving your package to report shipping errors. You can reach us at webstore@thecsph.org or by phone during our business hours: 401-489-5513. Everyone at The CSPH strives for accuracy, but we are human and mistakes do happen.

ORDERING

What is the status of my order?

Once your order is confirmed, you will receive an e-mail with your invoice summarizing your order. Please make sure that you input your e-mail address correctly, and check your spam folder. If you do not receive a confirmation within 24 hours of placing your order, please contact us at webstore@thecsph.org. 

Once your order is dispatched from our warehouse, you will receive a 2nd e-mail containing tracking information for your package. For questions regarding order tracking, please contact your mail carrier.  

When can I expect to receive my backordered item?

If an item is out of stock, it cannot be purchased. Occasionally, a product package will be updated though the product remains identical. The depiction of the product package you order may differ from the product package you receive.

As part of our shipping procedures, we verify the availability before an item is shipped out.

If an item is no longer available and we cannot fill your order by any means, we will cancel your order and notify you of such cancellation via email.

How do I make a change to my order or cancel an item?

We try to get your products to you as quickly as possible, and therefore it is very important that if you need to change or cancel your order it is done within 12 hours of placing the order. To change or cancel an order, please e-mail: orders@thecsph.org This will send the request directly to the warehouse. 

PAYMENT

What forms of payment do you accept?

The CSPH accepts American Express, Mastercard, and Visa. All orders must be paid in U.S. Funds. Your account will be automatically debited once you purchase the items. 

When will my credit appear on my account after a return?

Your credit card will be credited within 3-5 business days from the date that we cancel your order or receive your item. 

 How will my purchase appear on my credit card?

Your purchase will show up on your account as from ETC Health. Fortunately, there are many institutions that have the same acronym as us, so if someone questions it feel free to say it is a purchase from the Colorado School of Public Health.

 How do I get a copy of my invoice?

Once your order is confirmed, you will receive an e-mail with your invoice summarizing your order. Please make sure that you input your e-mail address correctly, and check your spam folder. If you do not receive a confirmation within 24 hours of placing your order, please contact us at webstore@thecsph.org. 

Do I have to pay sales tax?

All shipping is tax free. Only orders shipped to addresses in Rhode Island pay sales tax.  

I have a question about charges on my credit card.

For all inquiries regarding credit card charges, please give us a call at 401-489-5513 during our business hours, Tuesday - Saturday from 12pm - 6pm EST. 

My order won't go through. Why does it say that my billing address is invalid?

There are several reasons this could be happening. First, check to make sure that you have input your billing address correctly and without typos. At this time, we only use the cardholder's zip code for verification, so make sure that your zip code matches the one on your billing statement. If all of this information is correct and you are still having this problem, you should contact your bank.  

PRIVACY & SECURITY

Is your checkout process secure?

Yes. The CSPH is committed to keeping the information you submit secure and private. Our site is secured by GeoTrust. See privacy polices for complete details.

SHIPPING

I am concerned my family/neighbors will recognize the packaging. Are the packages discreet? 

Yes! All of our packages are shipped discreetly, in a plain box or envelope, displaying the sender's return address as: 

Shipping Department

2325  W. Midway Blvd

Broomfield CO  80020

Can I track my order?

Once we receive your order, you will receive a confirmation e-mail summarizing your order. On the day your package is shipped, you will receive a 2nd e-mail detailing the order information, as well as a tracking number supplied by the carrier. 

 What do I do if my order did not arrive?

The risk of loss and title to products purchased on the Site pass to the purchaser upon delivery to the carrier. Make sure that you've tracked your package and that it has been delivered. You can also e-mail webstore@thecsph.org or call 401-489-5513. 

Please take care in providing your shipping information. What you provide is exactly how your shipping label will be printed. Orders returned to us as undeliverable will result in a 20% processing fee and no shipping refund will be issued. If you decide to have the product re-delivered to a different address (US addresses only), an additional shipping/handling fee of $10 will apply for US shipping addresses.

An item is missing from my shipment.

Please empty out all packing materials from your box to make sure that you didn't miss anything. Some items are small and are easily overlooked in large boxes. If you are certain that the items did not arrive please check the confirmation e-mail you received when you placed the order to make sure that the item is not on backorder. If the item is shipped according to your account it's important to give us a call as soon as you can at 401-489-5513. A missing item report must be filed within 24 hours of receiving your package. 

I upgraded my shipping. Why isn't my package here yet?

UPS will only ship on business days, Monday through Friday. USPS ships Monday through Saturday. UPS is a guaranteed service, while USPS is not. A list of holidays that UPS and USPS do not ship can be found at www.ups.com or www.usps.gov. Orders received after 1 p.m. Mountain Time may not be shipped until the following business day. Your guaranteed shipping and upgraded shipping is calculated from the time your package leaves our warehouse. The CSPH will not guarantee the delivery time of any order. Shipping costs will not be refunded because of delayed deliveries. Deliveries can be delayed for any reason. Plan orders and choose payment options appropriately. A tracking number will be sent to you via email on the day your order is shipped.

Is a signature required for my package?

No. The only exception is if you request a signature, for an additional fee. 

 I received someone else's order.

Please give us a call at 401-489-5513. Please do not remove items from their packaging.

INTERNATIONAL/APO/FPO

Do you ship to APO or FPO addresses?

We ship to APO and FPO addresses. Please make sure that the zip code matches the shipping address. Please allow 2-3 weeks for delivery

Do you ship to Canada?

 Yes. For international orders please check the legal status in your area. Some countries, counties and provinces do not allow products of this nature to be purchased or owned. We can not be responsible for orders not received due to customs.

Do you ship to Europe?

Yes. For international orders please check the legal status in your area. Some countries, counties and provinces do not allow products of this nature to be purchased or owned. We can not be responsible for orders not received due to customs.

Do you ship to Puerto Rico?

Yes. For international orders please check the legal status in your area. Some countries, counties and provinces do not allow products of this nature to be purchased or owned. We can not be responsible for orders not received due to customs.