AVMA Store: FAQs
  1. Is your site secure?

    Yes. The AVMA uses a secure website for ordering. Your credit card is verified to match the billing address. Once your card has been charged, it is deleted from our system.

  2. Can I copy and distribute the materials from the AVMA Store?

    Yes. The AVMA allows the user to view, print and copy materials off the AVMA website for free as long as the information is not altered. For more information, see our Terms and Conditions

  3. Can your products be downloaded for free?

    Most of the AVMA products can be downloaded in both English and Spanish for free. The products that are online only will have a link within the description to download the PDF. If the product can also be purchased, click on the title of the item and you can download the PDF attachment within the product.

  4. Why can't some products be downloaded for free?

    The majority of AVMA products can be downloaded for free. If they are unable to be downloaded, it is for one of the following reasons: The product is not a printed item, the product cannot be formatted for download or the product has a restriction on copyright.

  5. Why can't I order journals or renew my journal subscription at the store?

    Journal subscriptions are not maintained in the AVMA Store. For questions about journals and subscriptions, contact subscriptions@avma.org

  6. Will I be notified if an item is on backorder before I complete my purchase?

    If an item is not in stock, you will not be able to purchase it. Out of stock products will include an expected date the item will be available for purchase.

  7. I ordered a PDF, how do I get it?

    After you order a PDF, you will receive a link on the order confirmation page to download your PDF immediately. If you have trouble retrieving your PDF, contact productorders@avma.org or 800.248.2862 x6669.

  8. My member information is incorrect. How do I change it?

    Our system links to the member database. Have you updated your member information? Update your member information before placing your order.

  9. I am a member. Can I bill/ship to another destination not on file?

    Yes. Click on the button "Change" next to your shipping/billing address. Add a new address and click the button "Use Personal Address" and your address will be updated for this order. This change will not affect your member record.

  10. I am a member. Why was I charged the non-member price?

    Member price is calculated when you login as a member. If you are not logged in, you will be prompted to do so prior to checkout. If you are logged in, your membership may have lapsed. Contact our membership division to renew today at 800.248.2862, x6631.

  11. I am not a member, but I am ordering for a member. How do I know the member login information?

    You can obtain this information from the member veterinarian. An AVMA Member ID number consists of five to nine digits and is found on the AVMA ID card and/or journal address label. The password is usually the last name of the member. This password is case sensitive where the first letter is capitalized and the rest of the name is lower case. If you have trouble logging in, contact our membership division at 800.248.2862, x6631.

  12. I am not a member, but I am ordering for a member. How should I log in?

    If you are ordering for a member, log in as that member with their AVMA ID number and password. This will allow you to receive the member price.

  13. I'm with a veterinary library. Can I get the member price?

    Yes. The easiest way is to login with an AVMA Member ID and password from one of your on-staff veterinarians. If you do not have this information, please contact productorders@avma.org or 800.248.2862, x6669 and order by phone.

  14. Can non-members still order materials?

    Yes. When prompted, click on the "Not a Member" button and create a new user.

  15. How do non-members log in?

    Before checkout, you will be prompted to login or select the "Not a Member" button. Then you will be prompted to login with a User Name and Password that you created the first time you ordered.

    If you have never ordered from the AVMA Store, you will have to click on the "New User" button under the login information and create your account.

  16. Do you ship to PO Boxes?

    No. We ship through UPS and they will not deliver to PO Boxes, so provide a physical address. If you enter a PO Box as your shipping address, this will delay your order.

  17. How are orders shipped?

    All items are shipped via UPS.

  18. Where do my items ship from?

     

    Items are shipped directly from the American Veterinary Medical Association headquarters in Schaumburg, Illinois.

  19. How are shipping and handling, taxes and surcharges calculated?

    Shipping and handling charges are calculated by weight, shipment speed and distance. Sales tax is only applicable when the bill to address is in Illinois or Washington D.C. Surcharges are incurred for items shipped outside of the continental United States and are calculated based on weight and distance.

  20. How long will it take for my order to arrive?

    All orders are shipped via UPS. Orders are processed within 24 hours of placing them online. UPS Ground takes 1-5 business days to ship anywhere within the United States. You may also choose overnight, 2-day or 3-day shipping to expedite your shipment.

  21. How do I track my shipment?

    UPS provides tracking numbers for every order. If you include a valid email address, you will receive an automated email once your order has been shipped that includes your tracking number. The AVMA Store will save your order history in your record. To view your order history and track your package, login to the AVMA store and select "AVMA Store" on the upper left side Quick Links. Choose Order History from the drop down, and click on the Order Number you would like to view. The Order Confirmation page will appear, and you can click on your Tracking Number to view the progress of your package directly from the UPS site.

  22. Can I change an address to an order after it's placed?

    No. Verify your shipping and billing addresses are correct before submitting your order. Once your order has been shipped, the address cannot be changed. If you have problems or questions, please contact the AVMA Store at 800.248.2862 x6669.

  23. Can I cancel an order?

    Yes. If your order has not been shipped, you can cancel your order by contacting the AVMA Store at 800.248.2862, x6669.

  24. My order is incomplete/incorrect. What do I do?

    As soon as you receive your order, please verify that the items received match the shipping receipt included with your items. If your order is incorrect, contact the AVMA Store at 800.248.2862, x6669.

  25. What is the procedure for returns?

    The Staff Training Handbooks and Market Research Reports cannot be returned. For all other items, we accept returns within 30 days. If you need to make a return, contact the AVMA Store at 800.248.2862, x6669.

  26. How do I return a product?

    Returns must be made within 30 days of purchase. If you would like to request a return please fill out the return order form or contact the AVMA Store at 800.248.2862.x6669 for support.

  27. The Staff Training Handbooks, Market Research Reports and all purchased and downloaded PDFs cannot be returned for a refund.

  28. What forms of payment do you take? Can we be billed?

    We accept Visa, MasterCard, Discover, or American Express. We do not bill for our products. If you have any questions, contact the AVMA Store at 800.248.2862, x6669.

  29. I received a message stating "Email Confirmation Failed." What does that mean?

    After you place your order, the AVMA Store will send you a confirmation email to notify you that your order has been placed. If you receive this message, the email was unable to be sent because of spam filter settings or an invalid email address. However, your order has still been placed.

  30. Who do I contact if I have additional questions?

    Contact the AVMA Store at 800.248.2862, x6669 or email productorders@avma.org

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