The Asthma Education Clinic Ltd. (AEC)

Frequently Asked Questions

- Placing Orders & Shipping -
Why do I have to phone in my credit card information?
What payment methods do you accept?
What is your return or refund policy?
How soon will you process my order?
How long will it take for my order to arrive?
Why do I have to create an account when I order?

- Accounts & Order Tracking -
Why do I have to create an account when I order?
I've placed an order before but I don't have an account?
I can't remember my account, what should I do?
I can't remember my password, how can I retrieve it?
What information is stored in my account?
How do I track an order I have placed?
I can't remember my order number, can I still track it?

- Members & Subscribers -
What is the "Members" area?
I already have an account with the order form, can I use that?
How much does it cost to become a member?
What does a subscription give me?

- Product Information -
Do your materials comply with the US Asthma Guidelines?
How often are your publications updated?

- Placing Orders & Shipping -

Why do I have to phone in my credit card information?
Credit card information can be stolen by hackers from even the so-called “secure” web sites. We protect your credit card information by storing it on a computer that is not connected to the internet. This means that it can never be “hacked”. The disadvantage, of course, is that you have to phone us to give us your card information . But we think this is a very small price to pay for peace of mind, and we hope you agree.

We keep your credit card information on file for a very short period of time. Then we delete the information. All we retain is a code that tells us you paid by credit card.

E-mails are not safe – they can be viewed at many points on their journey from your computer to ours. Please do not send your credit card information via e-mail.

What payment methods do you accept?
We accept VISA, MasterCard and American Express credit cards. We also accept purchase orders or checks from recognized institutions.

What is your return or refund policy?
Due to the nature of our materials, we cannot accept returned materials for refund or exchange. For more information on this policy, please contact the Asthma Education Clinic by phone at (780) 988-6014 or by writing to us (see our Contact Us page for more information).

How soon will you process my order?
Orders are generally processed the day they are received. (If you placed your order over the internet, we have to wait till you phone us with your credit card information before we can process your order.)

We generally ship your order within one business day after we receive it. If you provide your e-mail address, we also send you an e-mail telling you it has shipped.

How long will it take for my order to arrive?
If your order is going by mail, it should arrive within two weeks. If you requested two-day FedEx service (which costs more), it will reach you on the second business day after FedEx picks it up from us.

Your order is shipped from Canada. All parcels entering the USA are subject to anti-terrorism checks. This may cause a delay, especially with large orders. As a result, packages sent by mail make take a few more days than usual to reach you.

Why do I have to create an account when I order?
Most of our customers are repeat customers. When you create an account, we save you the trouble of typing in your mailing address and contact information on repeat orders. Our new web site uses accounts to allow you to easily order products in the future and track your existing orders and information. You can view your purchase history, see the status of your orders and maintain your account – all in one, convenient area! Just click the "Your Account" button to log in or view your account.

If you don’t want to set up an account, or if you are certain that you will not be ordering from us in the future, please call us toll-free at 1-888-278-4626 to place your order. We’d be pleased to accept it by phone.

- Accounts & Order Tracking -

I've placed an order in the past, but I don't have an account?
Unfortunately, orders placed through our old web site cannot be viewed or used on our new web site, so you will need to create a new account. Please call the Asthma Education Clinic (see our Contact Us page) for help with orders placed before the web site was updated.

I can't remember my account, what should I do?
Your “account number” is the e-mail address that you provided when you placed an order on this web site. If you have forgotten which e-mail address you used, we will not be able to retrieve your account.

Orders placed before September 30, 2006 on our old web site will not have accounts, and cannot be tracked or monitored through the new web site. Please call the Asthma Education Clinic (see our Contact Us page) for help with these orders.

I can't remember my password, how can I retrieve it?
If you have forgotten your account's password, you can have it e-mailed to you by clicking here and entering your account information in the field provided. Your password will then be e-mailed to the e-mail address you gave us when you placed your first order with The Asthma Education Clinic.

What information is stored in my account?
The only information stored in our computer is your name, contact information, billing or shipping addresses, and information about your orders. Your credit card or payment information is not stored.

How do I track an order I have placed?
Tracking an order is easier than ever! Visit "Your Account" and log in with the e-mail address and password that you used when you placed the order. Once you're logged in, just click "Recent Orders and Tracking" and a list of all your orders will be displayed, where you can view the order itself (and get a copy of the receipt, if you'd like!) and its status.

Orders placed through our old web site cannot be tracked. Please call the Asthma Education Clinic (see our Contact Us page) to track these orders.

I can't remember my order number, can I still track it?
Of course. Since your orders are linked to your account, all you need to do is log in to your account to view all your orders. You can then select any order to check its status.

Orders placed through our old web site cannot be tracked. Please call the Asthma Education Clinic (see our Contact Us page) to track these orders.

- Members & Subscribers -

What is the "Members" area?
The "Members" area is a brand-new part of the Asthma Education Clinic web site. It is primarily designed for people who have subscribed to our "Textbook Update Service", a subscription system that allows you to download and view updates to several of our textbooks, but primarily Asthma Education: Principles and Practice. For more information on this area or to subscribe, click here.

I already have an account with the order form, can I use that?
Unfortunately our ordering department is not related to the Members area for security reasons. Our order form allows you to create an account for yourself at any time when ordering a product, but our "Members" area is limited exclusively to those who subscribe to it. For more information on this area or to subscribe, click here.

How much does it cost to become a member?
A single year subscription to our Textbook Update Service costs $75 (USD). For more information on this area or to subscribe, click here.

What does a subscription give me?
A one year subscription give you access to all the updates (a minimum of 6) published for one year from the date of your subscription. You will also have access to the updates that were published in the previous six months. In effect, your one year subscription is worth 18 months. For more information on this area or to subscribe, click here.

- Product Information -

Do your materials comply with the US Asthma Guidelines?
Yes. Materials for our American customers meet the National Institute of Health and NAEPP Guidelines. Materials for our Canadian customers meet the Canadian Asthma guidelines. Our international customers have the choice, where appropriate, of ordering either the US or the Canadian publications.

How often are your publications updated?
Our research team keeps abreast of all new asthma developments and announcements. Information considered important is researched in detail and then used to update our publications. This is an on-going process.