Customer Service FAQ of the Month: Returns and Exchanges

Dec 15, 2016 | Posted by the IEW Blog Team

At IEW we want you to be completely satisfied with the products you select. After all, you are using them in your families and your co-ops with the children who mean the world to you! We believe so strongly in the quality of our excellent resources that we have an extremely generous returns and exchange policy. To learn more about it, read on as our Customer Service team answers some of the more common questions we receive about returns and exchanges.


What is the difference between items listed on the product page and items listed on the clearance page?

The materials themselves are one and the same. Our clearance page lists items that are "scratch and dent," meaning that the covers are a bit scuffed up, or the pages may be dog-eared—most likely in transit to and from a convention—and cannot be sold as new products. However, the materials are still the current edition (unless otherwise noted on the clearance page), and we will be continuing to sell the course.


I lost one of my DVDs/CDs. Am I able to order just the item I lost?

Absolutely! We do offer replacement CDs or DVDs for any of our programs. The replacement discs will vary in cost from $5.00 to $15.00, depending on where and when you originally purchased the course. Our customer service representatives are more than happy to place an order for your replacement discs over the phone in our IEW office.


How do I return or exchange an item I no longer want?

For items purchased directly from IEW, we offer a lifetime 100% money-back guarantee on everything we sell. You are more than welcome to return or exchange these items by following the directions on our returns page. Items purchased directly from IEW are eligible for a prepaid return label, which you can request by submitting the webform found here. Once you submit your return request, we will email you a prepaid label within 2–3 business days, which you can use to mail your items back to our office. As soon as we receive your returned items, we will issue a refund or exchange for your materials. While we do accept returns for products purchased from our authorized resellers, we will NOT send a prepaid label and can only refund 60% of your purchase price.

Please mail the item(s) to us at:
IEW (Returns)
8799 N 387 Rd.
Locust Grove, OK 74352

Include your name, address, phone number, where it was purchased, and whether you would like a refund or a credit toward an exchange.


Why do I only get a 60% refund when I return an item I got from a reseller back to your company?

On items returned to IEW that have been purchased from a reseller, we are only able to offer a 60% refund. When resellers purchase from us, they receive a 40% discount on their bulk orders. Thus, we only receive 60% of the retail price. If you are interested in returning or exchanging items purchased from a reseller, we suggest that you first contact the reseller to inquire about their return/exchange policy.


I returned a few items to IEW. How long will it take before I receive my refund or exchange?

Once we receive your items in our office, your return will be processed and refunded within thirty  days. If we are able to refund directly to your credit card, we will do so. Otherwise we will send a refund check. After we receive your returned items and process the refund, you will receive an email invoice reflecting your return completion and refund.


Returns are easy at IEW. We make it that way because we want you to be satisfied! The next time you make a purchase with us, know that you are doing it in confidence. If you are not fully satisfied, you can always return or exchange it for something that better fits your needs. We guarantee it!


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