Help centre

Three places: the order confirmation page immediately after payment, your confirmation email, and permanently in My Account › Downloads. If none of those shows it, check the spam folder for the confirmation email, then contact us with your order number.

Contact us and we will reset it. Failed downloads, new laptops and lost files are normal — there is no penalty.

Try opening it in a different PDF reader first, as some browsers preview PDFs poorly. If it still fails, tell us the device, the app and the exact error message and we will send a working copy.

Fillable fields need a reader that supports PDF forms — most browser previews do not. Every fillable file also includes a print version in the same download.

Both US Letter and A4 versions are inside every download. Choose the one that matches your printer and set scaling to 100% rather than “fit to page”, so the measurement activities stay accurate.

Check spam first. If it is not there within an hour, contact us with the email address you used at checkout and we will grant access manually. You will not be left locked out of something you paid for.

Try a different browser and a different network first — that solves most cases. If it persists, tell us the course, the lesson, the browser and whether you see an error message.

12 months from enrolment unless the course page says otherwise. Save the downloadable workbooks while you are enrolled — those are yours to keep.

Yes, within a household. Both children work under the adult account holder’s login. See the Course Access Policy.

It is issued once every lesson is marked complete. If a lesson is still showing incomplete, open it and scroll to the end — completion is usually recorded at the bottom of the lesson.

Not for downloads or kits — guest checkout is available. Courses do need an account, so progress and certificates are saved to you.

Use the download link in your confirmation email. You can also create an account with the same email address afterwards and your order will attach to it.

Tell us with both transaction dates and amounts. We will investigate and refund the duplicate promptly.

Before a kit ships, usually yes — contact us immediately. Digital items are delivered instantly, so contact us and we will sort it case by case.

Ask us. Purchase orders and invoicing can usually be arranged for school and district purchases.

Processing time and transit time are shown separately at checkout. You get a tracking link when the parcel ships — tracking can take up to a day to start updating, which is normal.

Check with neighbours and any safe place first, then contact us. We will open a carrier enquiry with you rather than leaving you to argue with the carrier alone.

Check the packing list, then contact us and we will send the missing part.

Within 30 days of delivery, unused and complete, with a return authorisation from us first. Who pays return postage depends on why it is coming back — see the Refund & Cancellation Policy.

Not currently. If that changes, the Shipping & Delivery Policy will state who covers duties and import taxes before any such order can be placed.