Shipping Operations
Orders are shipped Monday through Friday excluding major holidays. All orders placed after 11:00 a.m. PST, will ship out the following business day or you will be notified within five (5) business days of any delay in shipment. Keep in mind that delivery time does not include order-processing time. Orders that have already shipped from our warehouse cannot be canceled. We cannot accommodate requests for credit on orders that have been refused by the recipient or are undeliverable because of an incorrect address.

When you order any program or product, you are agreeing to our policies.

Shipping Rates

* Estimated delivery time frame. We are not responsible for shipping carrier delays or customs delays.

Delivery of Materials

We ship all distance learning programs via UPS and USPS within the U.S. All international orders including Canada are shipped FedEX or Global Express. We will use the carrier of our choice and delivery times cannot be guaranteed. See the chart below for estimated delivery time frames for U.S and other countries around the world:

NOTE: * Some countries have frequent shipping flights and smooth trade relations with the US. Customers from these countries will receive their packages quickly. Other countries have less frequent shipping flights and may be subjected to more inspections. Shipping times to these countries can be significantly longer. Some areas of the world have slow postal service. Customers in these countries may be subjected to a long wait.

Duties, Taxes, Customs & Surcharges
International customers will be responsible for all customs, duties, and tax charges, which may vary from country to country. You may also be subject to a surcharge by the courier for the handling of your order through customs and/or for addresses outside of their standard delivery area. We have no control over these charges and they are not included in our Product or Shipping and Handling fees. Orders that have already shipped from our warehouse cannot be canceled. We cannot accommodate requests for credit on orders that have been refused by the recipient or are undeliverable because of an incorrect International address.

Return Policy

As of March 1, 2007 there is a 10% (off the purchase price) reprocessing and handling fee on any returned programs that are returned within 30 days of purchase. Regardless if the program(s) have been opened or are returned damaged or if the program(s) are received unopened and all original packaging is intact and un-damaged. A Return Authorization Number is required prior to returning any program within 30 days of purchase. (Please see Return Authorization Information below). Any additional shipping charges or retesting fees paid by the student during the time of ordering are non-refundable.

Return Authorization Information
All returns must include our assigned Return Merchandise Authorization Number (RMA#). We will not accept any returned program without our RMA#. The program will be returned.You can obtain RMA # by completing our online RMA request form. Click here to request an RMA number. We will process your request within 48-72 business hours upon receiving your request and you will ONLY be notified by e-mail of the next steps. You will NOT be contacted by phone. NESTA reserves the right to refuse an RMA or to issue only one RMA per returned program. If you do not request an RMA number we will not accept the returned item.

Live Training Programs
Any cancellation within 5 days of the event will result in a 20% cancellation fee. No exceptions. You may withdrawal from the program after the first day and receive a 20% refund. No refunds after the first day. Live training workshops may require additional projects or testing to earn your certification.

Payment Methods
All courses must be prepaid in full prior to shipment. No personal checks are accepted. We do accept money orders and bank checks. We accept MasterCard, Visa, Debit Cards, Discover, American Express & Company Checks.

Shop online with confidence with the American Express® Card! When you use the Card for online purchases, our Online Fraud Protection Guarantee means you will not be held responsible for any unauthorized charges.

Limitation of Liability
Under no circumstances shall Spencer Institute be liable for any losses or damages whatsoever, whether in contract, tort or otherwise, from the use of the information provided in our business development programs, educational products, or consulting services.

For purposes of this section, Spencer Institute shall include the National Exercise & Sports Trainers Association, John Spencer Ellis Enterprises, Inc and its divisions, subsidiaries, successors, parent companies, and their employees, contractors, partners, principals, agents, and representatives, and any third-party providers or sources of information or data.

Ordering

You may order secure online 24 hours a day! You will receive all the material and benefits shown for that program when you place your order. Program materials will be sent after check has cleared. Credit card orders will be sent out immediately. You can use a friend's or family member's credit card (with permission of course) for your order online, by mail, or fax. Complete the form with the STUDENTS mailing address and personal information. Any fraudulent use of a credit card is punishable to the fullest extent of the law.

Sorry, there are no exchanges of programs once a program is sent!

Transfer of programs to other individuals
You may transfer a purchased educational program to another person. You must notify our office so IN WRITING so we can update our records.

C.O.D:
Sorry, we cannot accept cash on delivery.

Testing
If you were to perform sub-standard on any particular portion of a program, you can retake "only that portion" at no charge until you pass!

Re-testing Fees: There are NO re-testing fees for any Spencer Institute programs.

Spencer Institute Video Formats
All instructional videos are in DVD format.

Packaging Errors
If material is missing in your shipment, we cover any expenses involved with making the order correct. Videos, CDs, equipment, and products that are damaged during shipping from our warehouse may be returned. A new item will be mailed immediately.

We respect your privacy
NESTA never makes your information available to anyone. Once you order a program or product, your information is stored in our database for access when an employer needs educational verification. Periodically, we will distribute a mailing to let you know about local workshops, new programs, and special announcements.

Disputing Marks
You have up to three weeks after you return your course material for grading to dispute any portion. After that point, all grades are final.