Customer Service

At Prepstrong, we are committed to bringing you the best customer service. We include as much information about our merchandise and policies on our website as possible. Answers to most customer service questions can be found below. However, if you still have questions prior to purchasing any product or regarding an order, we will be happy to help you.
Need expert advice or just want to place an order? Simply call us at 1-888-523-2723 or email us at info@prepstrong.com.



Terms of Sale

The following policies are Terms of Sale that apply to transactions made at Prepstrong. By placing an order or making a purchase with Prepstrong, you agree to the terms set forth below along with Prepstrong’s Privacy Policy. Please review our policies by clicking on any of the topics below.

Ordering
Shipping & Handling
Returns

Ordering

Hours of Operation

The Prepstrong Customer Service Team is available to assist you Monday - Friday from 10:00 a.m. to 6:00 pm Eastern time, at 1-888-523-2723.
For order status information, you can visit our online order status page 24 hours a day, 7 days a week, to view the most up-to-date status of your order. The order number and email address associated with your order is required to lookup order status. Your order number can be found in your order confirmation email.

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Secure Ordering

The security of your information is very important to us. SSL technology is used to protect the security of your online order information and protects your information from being decoded by anyone other than Prepstrong.
At the checkout page you will be able to tell that you are in secure mode by the following:

  • The “http” in the web address will be replaced by “https”
  • On your browser, you will see a padlock followed by “You are browsing our secure server” at the top of the browser window

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Payment Options

Prepstrong accepts Visa, MasterCard, American Express, and Discover. The security code for your card for any online or phone order is required to protect against the unauthorized use of your credit card by other persons. The security code is an individual three- or four-digit number specific to your card that may be printed on the face of your card above the embossed account number (if American Express), or on the back of your card, on the signature panel (if Visa, MasterCard, or Discover).

Your credit card will not be charged until your order is shipped to you. Orders are subject to verification and acceptance before shipping.

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Sales Tax

Sales tax is charged as required by state law based on your shipping address. All orders shipped to a New York state address will be charged the sales tax rate in effect at the time your order is billed. You will be able to view the sales tax included in your purchase prior to confirming your order. New York state mandates sales tax on all shipping charges.

All international orders are subject to the tax rate applicable for the country the order is delivered to.

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Tax-Exempt Orders

Orders placed on behalf of tax-exempt organizations or individuals in New York state must be done so by calling Prepstrong at 1-888-523-2723 prior to placing the order. Proof of New York state tax-exempt status must be provided before the order can be processed. Tax refunds cannot be given once an order has been placed. The organization or individual name on the order must exactly match the state tax-exempt certificate. We do not accept federal tax exemption certificates.

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eBook Downloads

Some of our products are available as downloadable eBooks. The eBooks we offer are great for last minute test preparation because they are available to you almost immediately and no time is wasted for shipping. Please read the product details for any eBook download you purchase carefully, as eBook purchases are non-refundable.

eBook downloads are password protected PDF files. Access to eBook downloads is available for 14 days from the date of purchase unless an extension is purchased. Printing is only allowed for the instruction portion of eBook products.

Adobe Acrobat or Preview (on Apple computers) is needed to view eBooks on a computer screen. Adobe Acrobat is available for free at adobe.com/acrobat. eBooks can also be viewed on the go in iBooks on your iPhone/iPad/iPod, as well as on the Kindle, Nook, or Sony Reader.

Prepstrong uses Fetch, a third-party application, for digital delivery. Shortly after any eBook order has been completed, you will receive an email with a link to download your eBook and the password needed to open the downloaded files. Check your spam folder if you don't see the email right away.

If eBook files are lost and you need to download them again during your access period, please visit this page. Enter your order number and the email address used to place the order. A new link will be provided to download the files.

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Mailing List Opt-In

When you register or place an order with us, you will be added to our mailing list. If you prefer not to be added to our mailing list, deselect the option when prompted during checkout. You can also unsubscribe from our mailing list at anytime by clicking the “Unsubscribe” link found at the bottom of our emails.

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Orders Subject to Limitations and Verification

Prepstrong sells and ships products via our website to end user customers only. Purchases for resale may not be made through our website. All orders are subject to verification and acceptance before shipping.

Prepstrong reserves the right to change the terms and conditions of sale at any time without notice. The information on this website may contain typographical errors or inaccuracies and may not always be complete or current. Errors, inaccuracies or omissions may relate to product description, pricing and availability. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice (including after you have submitted your order). We reserve the right to refuse to accept orders based on pricing and other errors or product availability and to limit quantities (including after you have submitted your order).

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Canceling Your Order

At Prepstrong we try to process your orders as quickly as possible. Therefore, it may not always be possible to cancel your order once it has been placed. Orders may only be canceled by calling us at 1-888-523-2723 prior to the order being processed and shipped. If we are unable to cancel the order prior to it entering the shipping process, please return the item subject to our Return Policy.

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Shipping & Handling

Shipping Policies

Shortly after you place an order at Prepstrong, you will receive an order confirmation email confirming your order details. Once your item has been prepared for shipment and ships, you will receive a second email with tracking information allowing you to check on the delivery status of your order. We are unable to change the shipping address once your order has shipped.

Since the actual delivery of your order can be impacted by many events beyond Prepstrong’s control once it leaves our facilities, Prepstrong cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.

Orders placed online can only be shipped to addresses within the United States. If you would like to place an order using expedited shipping to an address in Alaska, Hawaii, or to an international address, please contact Customer Service to place your order by calling 1-888-523-2723.

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Product Availability

Prepstrong makes every effort to ship your order within 1 - 2 days of receiving your order. However, shipping dates may change due to changes in supply. If your order cannot be shipped within 1 - 2 days of being received, you will be notified and provided with a shipping estimate.

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Shipping Rates
FREE SHIPPING
  • Prepstrong offers a free standard shipping option using FedEx SmartPost on all qualifying orders over $50.
  • Orders shipped via our free standard service are typically delivered within three to eight* business days after shipment, depending on the shipping location.
  • *Please note, all orders shipped via our free shipping method to Alaska and Hawaii may take up to 14 business days for delivery.
GROUND SHIPPING
  • FedEx Ground is available at a flat rate of $7.50 for all orders shipping within the continental U.S.
  • All orders to Hawaii and Alaska ship at a flat rate of $8.50
EXPEDITED SHIPPING
  • We also offer several expedited options for 2-day and overnight delivery using FedEx and the US Postal Service at an additional charge.
  • These shipping rates are calculated based on the delivery location and the amount of your order. The exact rates for expedited shipping options can be calculated on the Checkout page after all products have been added to your Shopping Cart.
  • We do not offer expedited shipping option for International orders.
INTERNATIONAL SHIPPING
    • Limited shipping options to International locations including Canada and Australia using the US Postal Service are available directly through our website.
Order Total USPS Priority Shipping to CANADA USPS Priority Shipping to AUSTRALIA
$0 - $99 $30 USD $60 USD
$100 - $199 $40 USD $75 USD
$200 and up $50 USD $90 USD
  • If you would like to place an order shipping to an address in other international locations, please contact Customer Service to place your order by calling 1-888-523-2723.

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Delivery Times

Shipping estimates are based on product availability, time of sale, and order processing time. Prepstrong processes orders placed on weekends or holidays on the next business day. Business days include Monday through Friday and exclude federal holidays.

  • Orders selected for next-day shipping that are received before 2pm EST Monday - Friday will ship the same day. If you select next day on a Friday before 2pm EST, please be advised that your package will not be delivered until Monday.
  • Orders placed Friday after 2pm EST or during the weekend will ship on the following Monday.

FedEx GROUND
The delivery times on the map below are the estimated FedEx Ground service times for when your order will be delivered to your shipping address when you choose the FedEx Ground shipping option at Checkout. Please be aware that Prepstrong is not liable for carrier-related shipping delays including those due to inclement weather or disasters.

Prepstrong Shipping Zone Map

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Undeliverable Packages

Occasionally packages are returned to Prepstrong as undeliverable. When the carrier returns an undeliverable package, we will contact you to make arrangements for reshipment. The customer is responsible for all shipping costs associated with reshipment. Reshipments are not eligible for free shipping.

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Returns

Return Policy

Prepstrong accepts returns of unused, unopened, undamaged or defective merchandise purchased by phone or online for exchange or store credit within 7 calendar days of the date you receive your order. If items are received within this timeframe, we’ll exchange it or issue a store credit less any shipping charges. As long as there is no evident wear and tear and you’ve repacked all items in their original condition and packaging, we can process your return. Prepstrong will not accept returns after 7 days from the delivery date. Please note the following:

  • An original invoice is required for all returns.
  • All returns will incur a 10% restocking fee, which will be deducted from your store credit.
  • For items that shipped for free, our shipping costs will be deducted from your store credit.
  • The following products are not eligible for return: electronic downloads (eBooks) and final sale items.
  • Items that are sealed cannot be returned if it contained packaging that has been removed or broken.
  • You will receive an email once your return has been processed in accordance with this policy. Please allow 7 days from the time we receive your return for it to be processed. You will be issued a Prepstrong store credit code for the total amount of your return to be used toward any future purchase at Prepstrong.com.
  • There are no returns or exchanges for international orders (outside the contiguous United States). Please review your order carefully before checking out. If you receive a defective order, call us at 888.523.2723 or email us at info@prepstrong.com and we’ll get back to you within 24 hours.

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How to Return or Exchange an Item

If you would like to return or exchange an item, please follow the instructions below:

  1. Email info@prepstrong.com or call 888.523.2723 to initiate a Return Merchandise Authorization, which is required to process a return.
  2. Complete the Return Form provided and securely repackage your return merchandise, being sure to include the Return Form and the original invoice/packing slip.
  3. Send the item back to us, using any trackable method, at your expense. Please be certain to insure the package. Prepstrong is not responsible for items damaged or lost in transit.

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