Please click any option below to learn more.
General Questions View Here
Shipping and Tracking Information View Here
Shipping Internationally View Here
Payment Questions View Here
Returns, Damaged or Incorrect Items, and Refunds View Here
Online Streaming Video View Here
Online Group Learning View Here
DVD Video and Troubleshooting Tips View Here
General Tips View Here
Yes, please sign up for a new account, or login to a current account here. You can create a new account as part of the checkout process.
Your username might be your full name or your email address. If you can’t remember your username, please contact us at firstname.lastname@example.org with your full name and any email address you might have used to create your account.
To reset your password, use the “Lost your password?” link, found on the login page. You should receive an email from email@example.com with a link to reset your password. Please check your spam or junk mail folder if you do not receive this email.
This short video demonstrates how to add an item to the cart: Watch here
To check out, you must be logged in to an account. If you do not have an account, you can create one during the checkout process. Try watching this short video.
Contact us at 1-877-877-1671 (extension 6) or by email at firstname.lastname@example.org
You can also use the chat function at the TeepaSnow.com website. The chat is available 24/7 and if a PAC team member is available during normal business hours they will respond immediately. If they are not available, or it is outside of normal business hours, they will follow up via email within 48 hours.
After you pay for your order you should receive a confirmation email from email@example.com. Example below.
This will arrive at the email address provided on your order or profile. Be sure to check your spam or junk folder. If you do not receive a confirmation email, please contact firstname.lastname@example.org.
When physical products are ordered, your tracking information is sent via email after your order ships. Emails include tracking numbers and links to check delivery progress. Example below.
Please note: Our products ship from two different locations so you may receive more than one tracking number in separate emails.
Contact our Customer Service team by phone at 1-877-877-1671 (for Order related issues select extension 6) or by email at email@example.com. Please include your full name, email address and any order numbers in communications so we can address your concerns quickly.
The chat function at the TeepaSnow.com website is available 24/7. A PAC team member is available during normal business hours and will respond immediately. If for some reason they are not available, or it is outside of normal business hours, they will follow up via email within 48 hours.
Shipping and Tracking Information
Specific products are fulfilled from either Illinois or California. Your order may have products arriving from both facilities in different shipments.
Orders including physical products - When the order is shipped, tracking information is sent via email. Your order may come in more than one package and you should receive an email notification with tracking information for each package shipped.
Domestic packages are usually sent via USPS Media Mail or USPS First Class. Transit time for orders is usually 5-7 days from the date order is fulfilled, but sometimes can be as long as 14 days.
Most orders are fulfilled (i.e.- picked, packed and shipped) the next business day after the order is placed. For example, an order placed on Friday at 1 pm will not ship out until the following Monday.
Please note that many of our DVDs are manufactured “on demand” and will ship out 2-3 days after the order is placed. (Print-on-demand DVDs are noted on their product page.)
There may be items coming from different fulfillment centers or that require separate packaging. Many of our DVDs ship from our CA fulfillment center so will ship separately from the rest of your items. Full size posters may be separated from the rest of your order and shipped in poster tubes.
Multiple carriers may be handling your package. It is very common that more than one delivery service handles your package before arriving at its final destination. The “last mile” delivery is mostly handled by USPS. Your initial tracking number may show “delivered” when the US Postal Service receives it from the other delivery service. In most cases, the same tracking number continues to update until the final delivery. Exceptions are International orders – Tracking information may only be available from the appropriate local mail delivery service.
Posters may ship separately from any other items ordered, usually in a poster tube. Posters often take 10-14 days.
Expedited Shipping is not Overnight or 2-Day delivery.
Expedited shipping is only available for US addresses.
When you pay for “Expedited Shipping” during checkout it means the package is sent by USPS Priority or UPS/FedEx Ground. Depending on your location and the location of the fulfillment center, shipping time can be 3 - 5 days from the date of your order.
Please note if your order includes a print on demand DVD, these items will take an additional 2 days to arrive. (Print on demand DVDs are noted on their product page.)
We do not offer the option of overnight or 2-day shipping.
If your tracking number shows “Delivered” but you have not yet received your order, please contact us at 1-877-877-1671, extension 6, or by email at firstname.lastname@example.org
Please verify the shipping address listed at the bottom of your email confirmation. If the address is incorrect, or your package has taken longer than 30 days to arrive, please contact us immediately.
Contact us immediately at email@example.com or 1-877-877-1671, extension 6, so we can coordinate with each of our fulfilment centers on your behalf prior to shipping out the order.
If you have recently received tracking information for your shipment, it might be possible to change the address with the carrier using the tracking link in the email notification.
When you make a purchase from one of our events you can expect your order to be processed 5-7 days after the event takes place. Fulfillment times would be the same as orders placed on our webstore.
Yes, all of our items can be shipped to international customers. There are no limitations on which country.
In general, it takes an additional 3-5 days for Canadian orders and 7-15 days for other international orders.
Shipping fees vary by country – there is a base shipping fee that varies by country and a per item charge for each item, that varies depending on the type of item. Below are the current base shipping fees for some of our most common destinations:
- Canada - $12.99 USD
- UK and Ireland - $16.99 USD
- Australia - $18.99 USD
- Rest of World - $29.99 USD
Yes, Import Duty, Excise Duty, Provincial Taxes, VAT, International Handling and other fees.
For International orders, it is possible there may be additional charges such as Customs, Import and Excise Duty and Fees, Value Added Tax (VAT), Provincial Taxes plus handling and other administrative fees. These additional fees for shipping to international countries are the responsibility of the customer. Deliveries may be delayed while the appropriate customs, or other authority, attempt collection of these fees. Please be diligent in following up with your tracking information and communications with local Customs agencies attempting collection of duties, taxes, and other fees.
Each of our physical products includes a declared customs value which is appropriate to that item. The actual duty and taxes are determined by customs entity of the receiving country and locality. The recipient is responsible for tracking their package and paying these fees.
Through our webstore, we only accept credit card payments. We do not save any credit card information. You will need to reenter your card information for each order. We do not accept debit cards.
To pay by personal check, please contact us at firstname.lastname@example.org and a PAC team member will contact you within two business days. All pay by check orders need to be created and processed manually by a PAC team member.
Yes, your organization can pay by check, but you will need to send us a formal Purchase Order. Please contact us at email@example.com and a PAC team member will assist you. If you already have a Purchase Order in PDF format it can be emailed directly to firstname.lastname@example.org and we will reply with two business days.
Please email your Purchase Order to email@example.com and a PAC team member will contact you. Please make sure your Purchase Order indicates whether payment will be made by check or credit card. If your order will ship to CA, NC or IL please include the appropriate sales tax. For any other locality, please do not include sales tax on your Purchase Order.
Please email firstname.lastname@example.org with a list of the items you would like to purchase. Please include the Ship To state (for sales tax calculations) and indicate whether payment will be made by check or credit card. A PAC team member will contact you within two business days with a price quote.
If you are an organization that needs an invoice prior to making payment either by credit card or check please contact us at email@example.com. We can create an email invoice with payment instructions or issue a formal invoice on paper or via PDF if needed.
Sales Tax is charged for orders that will ship to CA, NC, and IL. Some of those jurisdictions charge sales tax on virtual and digital products in which case sales tax is based on the billing address.
Please contact us at firstname.lastname@example.org so we can handle your order manually rather than through our webstore. You will need to email us your relevant tax-exempt status forms.
If you have registered for a course or event, your links and tickets will be sent in a separate email. If you do not receive that email, please check your spam and junk mail folders before contacting us at email@example.com.
Returns, Damaged or Incorrect Items, and Refunds
Please contact us BEFORE returning items or refusing a package so we can arrange for appropriate return labels or other mailing instructions. This will help us avoid additional, unexpected costs.
There are different reasons for returning items, some typical situations are addressed below.
For example: wrong DVD title. Please contact us at firstname.lastname@example.org, within 30 days from the order date, prior to sending items back to our fulfillment center. Returning an item (without prior notification) incurs a $5.95 re-stocking fee and return postage.
For example: if you ordered the wrong size /color T-shirt. Due to the procedures in place at our fulfilment facilities we do not process exchanges or apply credit to future orders. You will need to return the incorrect item within 30 days from the order date, for which you will receive a refund. We will provide instructions for shipping your item back to our warehouse. You can then order the correct replacement item at any time.
For example: the item does not match your receipt or invoice. Contact us at email@example.com within 30 days from the order date, and before returning the product, so we can file a claim with our fulfillment center and send you the correct product. We will provide instructions for shipping your item back to our warehouse. We may request photos of the incorrect item.
Contact us at firstname.lastname@example.org within 30 days from the order date. We require photos of damaged items to submit our insurance claim with the fulfillment center. Once we have that information we will send you a replacement product. We will provide instructions if your item needs to be returned to our warehouse.
Credit is refunded by the same method of payment. The credit is issued when the product is received at the warehouse or other specified destination. Please allow 2-4 business days for the credit to appear on your credit card account.
If paid by check, the refund check is mailed after the product is received.
Online Streaming Video
Streaming video content is sold separately from DVDs. The purchase of a streaming subscription for a title that is also offered as a DVD does not include the hard copy of the DVD.
All Online Videos are available via streaming only (like Netflix); they cannot be downloaded onto a hard drive.
Due to copyright protections, videos may not be embedded on websites not owned by PAC.
You will have lifetime access to any streaming video and recorded webinar titles you purchase through our web store.
For most of our video content this is possible with a signed licensing agreement. For further information please contact email@example.com.
If it was purchased prior to 2019 from teepasnow.com, the Pines of Sarasota Education Institute, or Fedora – please contact us and we will do our best to research your prior order and add those titles to your account. For orders after January 2019, please email us with your order number from the email confirmation and we will resolve the issue as soon as we can.
Try watching this short video: How to Order and View a Streaming Video Product
You must be logged in to your user account at www.teepasnow.com to view online videos and courses.
Once logged in, navigate to the “Member Menu” on the right side of the screen. Example below.
Select “My Dashboard” to see your Courses, Online Videos, your ordering history, and more. Example below.
*Quick Tip: Each order confirmation notice should include a link to each online course and video you have ordered. If you are logged in to your account, the link should navigate you to the appropriate title’s starting page. Example below.
If you can’t find a title you purchased, or have any issues with streaming content, please email firstname.lastname@example.org and include your order number and a short description of the issue.
Online Videos are for single-user access by the purchaser. We respectfully request that you do not share your log in with other users.
DVD Video and Troubleshooting Tips
PAC DVDs and streaming content are sold separately. The purchase of a hard copy DVD does not include the streaming version of that title.
All our DVD’s are produced region code free.
*This is a helpful tip for our international customers worried about region codes and international formats. Your DVD player may work differently from your computer’s DVD drive. If the DVD is not playing correctly in a DVD player connected to a TV, it may work correctly in a computer. Newer computers are using technology to reduce compatibility issues with these various formats.
Many of our DVDs include multiple titles, called chapters. When selecting a single chapter from the DVD main menu (using a remote, or a mouse) the DVD may only play that chapter and not automatically play the next title on the list. To play the entire DVD, we suggest using the “Play All” option to automatically play through each chapter.
Some DVDs are dual layer discs - try the disc in different DVD players and computers.
Please note that some DVD playback problems can be issues with the TV display rather than the DVD player or the DVD disc.
Issues can come from the media player being used on a computer.
MEDIA PLAYER FREE is an option that can be found by searching on Google or Bing. Here's what it looks like:
Here are some examples of how to use it:
Open the Media Player application. (Screen shown above).
To open files: Use the blue circle with three dots “…” in upper right corner of the website.
Select “Open Folder” to open a documents window.
Double click on a title to watch ONLY that the video.
Allow buffering time for downloading.
Starting in the File Folder Window, find the title you want, click on the videos and go. It may take a long time to load.
Most of our DVDs are recording of live events and trainings that include a wide variety of settings and role play involving audience members. We have done our best to provide the quality of information in the recorded experience. If there are dips in volume and obstructions to the audio, it’s very likely these cannot be fixed.
If you are playing a DVD or recording and the audio is not playing at all, check these things:
Is the volume turned on?
Is the volume turned up?
Is there a mute button on the device, headphones or speakers?
Are there headphones plugged in to a headphone jack?
Are there Bluetooth headphones connected to the device?
Are there other Bluetooth devices connected, i.e. a remote speaker?
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