• DOWNLOADS: Orders are processed and links delivered via email immediately. See more details in the Digital Publications and Downloads section below.
• PHYSICAL ITEMS:
  • Most orders placed Monday through Friday before 12:00pm EST are processed and shipped the same business day.
  • All in-stock orders are processed and shipped within five business days of the order date, provided CEMA has received all information required to fulfill the order.
  • Orders placed on weekends, holidays, or after normal business hours will be reviewed on the next business day.
  • If additional information is needed to process an order, fulfillment may be delayed until that information is received.

All physical products are shipped by UPS. Shipping and delivery dates are estimates and are not guaranteed. Carrier delays occurring after an order leaves CEMA’s facility are outside CEMA’s direct control.

SHIPPING WITHIN THE UNITED STATES

• UPS Ground is used for shipments within the continental United States unless the purchaser selects another available level of service during checkout.
• UPS requires a valid street address and does not deliver to P.O. boxes.
• Tracking information will be emailed to the purchaser when the order ships.

INTERNATIONAL SHIPPING

International orders are shipped using UPS Worldwide services. Available expedited shipping options may be selected during checkout. The purchaser is responsible for all applicable:

• Customs duties
• Import taxes
• Brokerage charges
• Tariffs
• Government fees
• Other charges imposed by the destination country or carrier

These charges are not included in CEMAstore product or shipping prices.

CEMA may decline or cancel an order when shipment or delivery would violate applicable United States export controls, sanctions, or other laws.

ALL SALES ARE FINAL. Except for the limited circumstances described below returns are not accepted.

• Damaged Physical Items: Please email karen@cemanet.org within 2 business days after delivery of an item arriving damaged. Include:
  • Your order number
  • A description of the damage
  • Clear photographs of the damaged item
  • Photographs of the shipping container and packaging

CEMA will ship a replacement with UPS Ground at no additional cost. Please retain the damaged item and all original packaging until CEMA confirms that they are no longer needed for the carrier claim or replacement process.

• Incorrect Physical Items. If you receive a product different from the one ordered:
  • Email Karen@cemanet.org as soon as possible and include your order number and a description of the item received.
  • CEMA will provide a prepaid UPS return label. The correct item will ordinarily be shipped within 1 business day after the UPS tracking record confirms that the incorrect item has entered the carrier’s network.
• Missing or Misdelivered Shipments. Contact CEMA if:
  • UPS tracking shows the shipment as delivered but you cannot locate it; or
  • The shipment has not arrived within the expected delivery period.

CEMA will open a loss or misdelivery investigation with UPS. Such investigations typically take two to five business days. If UPS confirms that the shipment was lost or misdelivered, CEMA will expedite a replacement shipment.

Because digital products are made available for immediate access, sales of downloadable products are final and nonrefundable.

• Digital publications require Adobe Acrobat Reader or compatible PDF-reading software.

• Download links are included in the receipt emailed to the purchaser after payment is processed.
  • Each link permits one download.
  • The link expires after three days.
  • Downloads must be made through a direct internet connection.
  • Customers should not use a VPN when downloading a CEMA file.

Problems With a Digital File: CEMA will provide assistance or a replacement file when:

• The downloaded file is corrupted.
• The download link does not work.
• The wrong file was supplied.
• Another technical problem attributable to CEMA prevents access to the purchased file.

Please contact Karen@cemanet.org as soon as possible and include your order number and a description of the problem.

Accidental Duplicate Digital Purchases:

• If the exact same digital product is purchased twice within one transaction, notify CEMA within 48 business hours.

• After verifying the duplicate purchase, CEMA will refund the duplicate copy to the original payment method.

• This exception does not apply to separate purchases made at different times unless CEMA determines that the duplicate charge resulted from a technical or processing error.

Customer Responsibility for Digital Files: After downloading a purchased file, the purchaser is responsible for storing and backing it up securely.

CEMA is not responsible for files lost because of:

• Computer or hardware failure
• Accidental deletion
• Device loss or theft
• Corrupted storage media
• Failure to maintain an adequate backup

As a matter of policy, CEMA does not distribute superseded versions of its standards, guides, or technical publications. When a new printing or edition is issued, it reflects corrections, clarifications, or other improvements that CEMA believes are important for users to have. For that reason, CEMA provides only the current version of its publications.

• Please review the “Digital Publications and Downloads” section above.
• Booksellers requiring different purchaser information in a digital watermark should enter the required information in the “ADDITIONAL INFORMATION” field during checkout.
• Do not download the file until CEMA confirms that the watermark information has been updated appropriately.