How can we help you?

Creating an Account

1. Click Account.
2. Click Register.
3. Fill out the information.
4. Click Submit.

Benefits of Creating an Account

Creating an account allows you to purchase products quickly and easily. You can safely store your payment preferences, which prevents you from having to enter the information every time you make a purchase.

Password Requirements

Passwords must have at least 6 characters and cannot include spaces.

Username Requirements

The email address you provide during the registration process is your username. This email address must be valid.

Using the Site as a Guest

You can use the site as a guest, but you will not be able to make a purchase or register for a webinar, workshop, conference, or online course without an account. Creating an account is easy.

Problems Logging In

If you are unable to log in because you forgot your password:

• Click Account.
• Click Log In.
• Click Forgot Your Password?
• Enter the email address you use to log in to the site.
• Click Submit.
• You will receive an email with instructions for resetting your password.

If you are unable to log in because you do not know how:

• Click Account.
• Click Log In. Please note that if you do not have a Log In option, you are already logged in.

If you are unable to log in for a reason not listed above, please visit the Contact Us form and let us know. We will be glad to assist you.

Changing Your Password

If you forgot your password and cannot log in:

• Click Account.
• Click Forgot Your Password?
• Enter the email address you use to log in to the site.
• Click Submit.
• You will receive an email with instructions for resetting your password.

If you are already logged in and want to change your password:

• Click Account.
• Click Log In.
• If you are on a mobile device, you will need to click on the Account icon.
• Click Change Password.
• Fill out the requested password information.
• Click Save.

Changing Your Username/Email Address

Your username is the email address you used to register for the site. To change your username:

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click Edit under Account Information.
• Enter a new, valid email address in the Email Address field.
• Click Save.
• You will now use your updated email address to log in to the site. You will no longer be able to log in to the site using your previous email address.

Updating or Adding Contact Information

To update your first name, last name, or email address:

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click Edit under Account Information.
• Fill out the information.
• Click Save.

To update an address:

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click Address Book.
• Click Change Billing Address or Change Shipping Address depending on the address that you want to change.
• Fill out the information.
• Click Save Address.

To add an address:

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click Address Book.
• Click Add New Address.
• Fill out the information.
• Click Save Address.

To delete an address:

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click Address Book.
• Under Additional Address Entries identify the address you want to delete.
• On the right hand side click on Delete.
• When prompted, Click OK.

Updating or Adding Billing Information

To update billing information:

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click Billing Information.
• Find the information you want to change and click Edit.
• Update the information.
• Click Save.

To enter additional billing information:

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click Billing Information.
• Fill out the information under Billing Information.
• Click Save.

Managing Your Address Book

1. Click Account.
2. Click Log In.
3. If prompted, log in to your account.
4. If you are on a mobile device, you will need to click on the Account icon.
5. Click Address Book.
6. To change a billing or shipping address, click Change Billing Addressor Change Shipping Address.
7. To add a new address, click Add New Address.
8. Fill out the information you want to change.
9. Click Save Address.

Account History

Reviewing Your Orders

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click My Orders.

Viewing Your Pending Orders

Pending orders will show up in your Recent Orders. To view pending orders:

• Click Account.
• Click My Account.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click My Orders.
• Under Recent Orders, find the order you want to view and click View Order.

Viewing Your Product Reviews

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click My Product Reviews.

Viewing Your Saved Items

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click My Saved Items.

Viewing Your Downloadable Products

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click My Downloadable Products.

Viewing Your Online Courses

• Click Account.
• Click My Account.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click My Online Courses.

Logging Out of Your Account

1. Click Account.
2. Click Log Out.

Credit Cards

You can make payments using American Express®⁴, Visa®⁵, MasterCard®⁶, and Discover®⁷.

Check

Please call the Customer Service team if you would like to place an order using a check as the payment method.

Gift Cards

We do not sell or accept gift cards.

International Orders

International orders can be made on most digital products. We do not ship products internationally.

Quotes

You can see the grand total, including shipping and tax, just by adding the item(s) to your shopping cart. If you need assistance, please call the Customer Service team.

Sales Tax

Items sold by Penn State Extension are subject to sales tax. If you are tax exempt please call Customer Service at 877-345-0691 prior to placing your order.

Declined Payment

If your payment has been declined, please confirm that you entered the correct card number, expiration date, billing address, and phone number. The billing address and phone number must match what is associated with your card. If all the information was entered correctly and the payment is still declined, contact your bank to make sure there are no issues with your account.

Payment Not Showing up on Extension Account

If a transaction is not showing up on your extension account, you may not have finished the checkout process. First, check your shopping cart. If the item is still in your cart, then you have not completed the checkout process. Also check your email for a receipt and your bank account for a transaction. If you do not have a receipt or a transaction, you most likely did not complete the checkout process. If you feel this is incorrect, please visit the Contact Us form and let us know. We will be glad to assist you.

Payment Not Showing up on Bank Statement

If your payment is not showing up on your bank statement, confirm that you are checking the account you used to make the purchase. Once you confirm your account, make sure you completed the checkout process. Confirm that your item is not still in the shopping cart and that you received an email receipt. If you complete all of these steps and still feel that you completed a transaction that did not go through, please visit the Contact Us form and let us know. We will be glad to assist you.

Saving Billing Information

You can save your billing information during the checkout process by clicking on Save Card after you enter your payment information.

You can also save your billing information through the Account Dashboard:

• Click Account.
• Click Log In.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click My Payment Options.
• Fill out the information under New Credit Card.
• Click Save.

Changing Saved Billing Information

1. Click Account.
2. Click Log In.
3. If prompted, log in to your account.
4. If you are on a mobile device, you will need to click on the Account icon.
5. Click My Payment Options.
6. Under Credit Card, find the payment information you want to change.
7. Click Edit.
8. Use the fields to update the information you want change.
9. Click Save.

Deleting a Saved Credit Card

1. Click Account.
2. Click Log In.
3. If prompted, log in to your account.
4. If you are on a mobile device, you will need to click on the Account icon.
5. Click Saved Credit Cards.
6. Under Credit Card identify the find the card you want to delete.
7. Click Delete.

Checking Out

Once your cart is full:

• Click Cart.
• Click Check Out .
• Follow the instructions.

Viewing Your Receipts

After you check out, a receipt will be emailed to you. To view your receipts through the site:

• Click Account.
• Click My Account.
• If prompted, log in to your account.
• If you are on a mobile device, you will need to click on the Account icon.
• Click My Orders.
• Find the order for which you want to view a receipt and click View Order.

Receipt Missing

If you completed an order but did not receive a receipt:

• Check your spam/junk folder.
• Confirm that you are checking the correct email account.
• Confirm that your email service is functioning properly. Have a friend send a test email, and make sure it comes through. If you are not receiving emails, contact your email service provider.
• If you still cannot find your receipt, please visit the Contact Us form and let us know. We will be glad to assist you.

Promotions and Special Offers

Visit our email preference center to sign up to receive promotions and special offers.

Discount Codes

You can apply discount codes during the checkout process. To stay up to date on promotions and discount codes, sign up for emails by visiting the email preference center.

To apply a discount code during the checkout process:

• Click Discount Codes.
• Enter the discount code.

3. Click Apply.

Return, Exchange, and Cancellation Policy

Products and services can be returned or canceled for any reason within 14 days of the purchase date for a full refund.

Guides and Publications

All guides and publications can be returned, refunded, and/or exchanged within 14 days of the purchase date.

If you received a damaged, defective, or incorrect guide or publication, we will provide a postage-paid mailing label so you can either exchange the item for a replacement or return it for a full refund.

If you are returning a guide or publication that is not damaged, defective, or incorrect, you will receive a full refund, but you will not be reimbursed for shipping and handling.

Online Courses

All online course registrations can be canceled and fully refunded within 14 days of the purchase date.

Workshops, Conferences, and Webinars

Each workshop and conference has a unique registration cancellation policy. Refer to the workshop or conference description to learn about its registration cancellation policy.

All live webinar registrations are nonrefundable unless the webinar is canceled by Penn State Extension. If Penn State Extension cancels a webinar, you will be notified and given a full refund.

All recorded webinars are nonrefundable.

Refund Method and Process

All refunds are given in the original form of payment used for purchase and/or registration. Once confirmed, it can take up to 7 business days for the refund to be issued.

Request a Refund, Exchange, or Cancellation

If you would like to request a refund, exchange, or cancellation, please visit the Contact Us form.

Shipping Cost

Shipping costs are dependent on the weight of the item(s) and the quantity you order. You will receive an accurate quote for the shipping cost prior to completing your purchase and during the checkout process.

International Shipping

We do not ship items outside the United States.

Delivery Schedule

You will receive a shipment confirmation email with a tracking number once your order has been processed at our fulfillment center. Most deliveries will take place during normal business hours on weekdays. 

Shipping Status

Once your order has shipped, you will receive an email with a tracking number and a delivery estimate.

Picking up an Order in Person

Orders cannot be picked up in person.

Order Did Not Arrive

If your order has not arrived, please track the package with the carrier to find out if it is listed as “delivered.”

If your package is listed as having been delivered, but you cannot find it, log in to your extension account to confirm that you sent the package to the correct address. If it is listed as “delivered” and was sent to the correct address, check various places around the delivery location for the package or a notice from the carrier stating the package is available for pickup elsewhere. If you still cannot find your package, contact the carrier and reference the tracking number. You can also visit the Contact Us form and let us know. We will be glad to assist you.

Although our delivery estimates are usually accurate, they are not guaranteed. If you think your item has been lost, please visit the Contact Us form and let us know. We recommend waiting 2 to 3 business days after the estimated delivery date before assuming an item was lost in the mail.

Item(s) Arrived Late

We apologize if your package arrived outside of the estimated delivery date. Although our delivery date estimates are usually accurate, they are not guaranteed. To report a late delivery date, please visit the Contact Us form.

Privacy Policy

Please refer to Penn State’s Privacy and Legal Statements page.

Account Accessed by Someone Other Than Account Owner

If you believe someone has accessed your account without your authorization, change your password immediately and then check your order history to confirm that nothing was purchased on your behalf. If there is an order you do not recognize, please visit the Contact Us form and let us know. We will be glad to assist you.

Username and Password May Have Been Shared

If you believe your username and password may have been shared, change your password immediately and then check your order history to confirm that nothing was purchased on your behalf. If there is an order you do not recognize, please visit the Contact Us form and let us know. We will be glad to assist you.

Supported Devices and Browsers

Our website can be accessed on most desktops, laptops, and mobile devices, and through most up-to-date browsers.

Browsing Workshops or Conferences

1. Click Menu.
2. Click Browse By Education Format.
3. Click Workshops or Conferences.
4. Use the filtering options to narrow your results, if desired.

Cancellations

If a workshop or conference is canceled, registrants will be notified using the contact information provided when registering for the workshop or conference.

Date, Time, or Location Change

If the date, time, or location of a workshop or a conference is changed, registrants will be contacted using the information provided when registering for the workshop or conference.

Credits

Refer to the workshop or conference description to find out if continuing education credits are offered.

Meals

Refer to the workshop or conference description to find out if a meal option is offered.

Dress Code

If particular attire is recommended, dress code information will be provided in the workshop or conference description.

Items to Bring

Refer to the workshop or conference description to see if there are additional items or requirements for participation.

Sponsors and Exhibitors

Information for sponsors and exhibitors can be found in the workshop or conference description.

Waitlists

A waitlist may be offered for some workshops and conferences. Spots will be offered on a first come, first served basis.

Accessing a Webinar

Instructions for accessing a live webinar are provided upon registration in the confirmation email.

Browsing Webinars

Find available webinars by taking the following steps:

• Click Menu.
• Click Browse All by Education Format.
• Click Webinars.
• Use the filtering options to narrow your results.

Cancellations

Registrants will be notified of a cancellation using the contact information they provided when registering for the webinar. Full refunds will be given for canceled webinars that have a fee.

Date or Time Change

If the date or time of a webinar is changed, registrants will be contacted using the information they provided when registering for the webinar. A recording of the webinar is sometimes available shortly after it takes place. Refer to the webinar description to find out if a recording will be available.

Credits

Refer to the webinar description to find out if continuing education credits are offered. If so, the educator conducting the webinar will provide instructions for obtaining credits.

Supported Devices and Browsers

Webinars can be accessed on most desktops, laptops, and mobile devices. We use Zoom to conduct live webinars. Refer to our participant guide for step-by-step instructions for using Zoom.

Materials Needed for Webinars

All webinars require Internet access to view the presentation and participate in interactions such as chat or polling. Your device must also have the ability to play audio, or you may dial in to listen from your desk or mobile phone. Refer to the webinar description for other special viewing requirements.

Technical Support

Instructions for accessing the webinar will be provided upon registration. Log in to the webinar a few minutes early to make sure you are not experiencing any technical difficulties. If you are experiencing technical difficulties, use the contact information available in the webinar description.

Webinar Recordings

Registrants of a webinar will receive an email with the link to the recording within 10 business days after the live session occurred. The recording is available to all registrants regardless if they attended the live session, and are available to view for six months after the live session occurred. 

Questions or Comments about a Specific Webinar

For questions or comments about a specific webinar, use the contact information available in the webinar description. For questions related to your registration, contact customer support.

Browsing Online Courses

1. Click Menu.
2. Click Browse By Education Format.
3. Click Online Courses.
4. Use the filtering options to narrow your results.

Enrolling in an Online Course

1. Click Menu.
2. Click Browse By Education Format.
3. Click Online Courses.
4. Use the filtering options to narrow your results.
5. Once you find a course in which you would like to enroll, click the course title.
6. Select your options (if applicable) and click Register Yourself to proceed with your own registration, or, Register a Group if you are registering multiple people or someone other than yourself. Learn more about registering a group in this online guide.
7. If prompted, log in to your account. If you do not have an account, please follow the instructions to create one.
8. Follow the instructions to complete the checkout process.

Accessing an Online Course

Once you have purchased a course, you can access it from the Online Courses tab in your Account Dashboard. There you will also find the Expiration Date below the course title, which indicates how long you have access to the course.

Courses can be accessed 24 hours a day, 7 days a week.

We recommend clearing your "psu.edu" cookie or using a non-cache storing (private) browser window to access your online course. This will alleviate any errors you may experience logging into your online course.

Technical Requirements

You will need a computer or mobile device with internet access. Online courses are compatible with most up-to-date browsers. Cookies will need to be enabled in your browser settings, and we recommend clearing the "psu.edu" cookie before starting an online course. Sound is also recommended, but not required.

Additional Tools, Programs, or Software

Purchase of or access to any specific programs or software is not required to take an online course. Access to a notebook or word processor is recommended for taking notes. Sound is also recommended but not required.

Technical Support

For technical errors, such as problems with pages loading, video playback, or course appearance, visit the Contact Us form and let us know. We will be glad to assist you.

Course Length

The estimated length for a specific course can be found in the course description. You can work through a course at your own pace. However, you will lose access to the course once your length of access has expired.

Grading

Refer to the course description to find out if a course is graded.

Certificates

When applicable, certificates are issued upon successful course completion with a passing grade. The definition of a passing grade varies from course to course. Refer to the course description to find out if a certificate is offered.

To access and print a certificate (when available):

1. Visit the course page and select Progress.
2. If you have earned a certificate, Your certificate is available will appear at the top of the page.
3. Click View Certificate.
4. Click Print Certificate.

Sharing a Certificate Copy and paste the URL from the bottom of the certificate to share it on social media or send it in an email.

Replacement Certificate Certificates will remain available as long as the course is active in your account. Once the course has expired, please contact us and let us know what certificate you need replaced and we will be glad to assist you.

Credits

Some courses provide credits that can go toward professional certifications. None of the online courses offer credits that can go on a college transcript. Refer to the course description to find out if credits are offered.

Assignments and Quizzes

Online courses do not have assignments. However, some online courses require you to answer questions and/or take quizzes. Questions and/or quizzes can be completed at your own pace. Refer to the course description to find out if you will be required to answer questions and/or take quizzes.

Deadlines

Many online courses require you to answer questions and/or take quizzes. Questions and/or quizzes do not have deadlines and can be completed at your own pace. You will lose access to the course one year after the purchase date, regardless of whether the course is complete.

Course Progress

Only courses that offer certificates offer a progress bar. To review your course progress:

• Click the Progress.
• This will give you a breakdown of what you have completed and what still needs to be done.

Unable to Complete Course

Refunds are not offered for courses that cannot be completed.

Browsing Videos

If you are on a desktop or laptop:

• Click Menu.
• Click Videos.
• Use the Filter results by keyword search bar to search within the results, or use the filtering options to narrow your results.

If you are on a mobile device:

• Click Menu.
• Click Browse By Education Format.
• Click Videos.
• Use the Filter results by keyword search bar to search within the results, or use the filtering options to narrow your results.

Saving a Video

1. Visit the product description page for the video you want to save.
2. Click Save For Later.
3. If prompted, log in to your account. If you do not have an account, you will need to create one to save an item.

How to Watch

Click the Play button to start a video.

Closed Captioning

Most videos have closed captioning available. To turn on closed captioning, click the closed captioning logo in the bottom right-hand corner of the video player.

Questions or Comments about a Specific Video

If you have questions or comments about a specific video, please visit the Contact Us form and let us know. We will be glad to assist you.

Browsing Guides and Publication

If you are on a desktop or laptop:

• Click Menu.
• Click Guides and Publications.
• Use the filtering options to narrow your results.

If you are on a mobile device:

• Click Menu.
• Click Browse By Education Format.
• Click Guides and Publications.
• Use the filtering options to narrow your results.

Saving a Guide or Publication

1. Visit the product description page for the guide or publication you want to save.
2. Click Save For Later.
3. If prompted, log in to your account. If you do not have an account, you will need to create one to save an item.

Accessing Digital Guides and Publications

1. Click Account.
2. Click Log In.
3. If prompted, log in to your account.
4. If you are on a mobile device, you will need to click on the Account icon.
5. Click My Educational Content, then select Downloadable Publications.
6. Choose the product you wish to download.

Questions or Comments about a Specific Guide or Publication

If you have questions or comments about a specific guide or publication, please visit the Contact Us form and let us know. We will be glad to assist you.

Please visit our email preference center to sign up for email updates, or to manage your existing email preferences. View more information about how to opt-in.

Workshops and Conferences

If you require special needs or services, please indicate your audio, visual, or mobile disability during registration and we will work with you to ensure your needs are met.

Webinars

If you need assistance accessing a webinar, please visit the Contact Us form and let us know. We will be glad to assist you.

Online Courses

Online course content is designed to meet specific Penn State and legal accessibility requirements.

Videos

Videos are closed captioned. In some cases, you can also view or print the video transcript.

Guides and Publications

Use the Alternate Format Request form to request a guide or publication in an alternative format.

Website Content

Website content is designed to meet specific Penn State and legal accessibility requirements.

Questions about Accessibility

If you have a question about accessibility, please visit the Contact Us form and let us know. We will be glad to assist you.

Better Kid Care on-demand courses are available on their website. For Better Kid Care support, please visit the Better Kid Care contact page.

If you have a question or comment, please visit the Contact Us form and let us know. We will be glad to assist you. You can also contact the customer service team by phone at 877-345-0691.