Frequently Asked Questions

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Frequently Asked Questions

General Questions
Ordering
Registering
Shipping & Delivery
Special Offers and Discounts
Returns/Refunds
Technical/Product Support
Mailing List Removal

General Questions

How can I contact you if I have questions about a product or my order?

If you have any questions, please e-mail us at customerservice@foundationcenter.org or call us toll-free at (800) 424-9836. Our representatives are available Monday-Friday 8:00 am-6:00 pm ET. If you have any questions about Foundation Directory Online, please review our comparison chart.
Is it safe to use my credit card online?

Providing you with a secure online shopping experience is important to the Foundation Center. We recognize that security is an essential aspect of any online transaction, and we want to assure you that your credit card and personal information are safeguarded. To protect your credit card transaction, the Foundation Center uses VeriSign, industry-standard encryption software.
Will you share my e-mail address with outside organizations?

The Foundation Center does not give out, sell, exchange, rent, or market e-mail addresses of its customers to third parties.

Ordering

How do I place an order?

Once you have chosen the product you wish to purchase, simply click the "Add to Cart" button below the product description and pricing information. Clicking this button will place the item in your shopping cart and take you to your cart. At that point, you can continue shopping or proceed to checkout. When you have finished adding items to your cart and you have made any necessary changes (e.g., changing quantity of items), click the "Checkout" button and follow the directions for completing your transaction.
What is the Shopping Cart?

Just like a shopping cart in the physical world, the online shopping cart is where you place all the items you would like to buy. Click the "Add to Cart" button for any item you would like to order, and it will be place in your cart and show you a list of everything that's currently in your cart. When you're ready to place your order, just access your Shopping Cart and click the "Checkout" button.
How do I add additional items to the Shopping Cart?

After ordering your first item it will be added to your shopping cart. You may continue to browse product categories and add other items. At any time you can click on your cart on the top right hand side. From there you can update your total, checkout or continuing shopping.
How do I remove items from the Shopping Cart?

Simply click the "Remove" button on the right hand side next to the item you no longer want to purchase on your shopping cart. You may wish to click on the "Recalculate" button to view your new subtotal.
Does the subtotal displayed in the Shopping Cart include shipping charges?

No, the subtotal only includes the cost of the items in your Shopping Cart. Shipping charges will be applied on your transaction when you enter your shipping information and choose your shipping method.
Will I receive confirmation of my online order?

Yes. You will receive an e-mail confirmation of your order. A summary of your order is included within the confirmation.
What if I have a problem while placing an order?

Most online orders go very smoothly; however, if you experience any difficulty or you are not sure about what to do next to complete your order, try beginning at your Shopping Cart by clicking on the cart icon. In most cases, you will get back on track and easily complete your order. If you continue to have difficulty with your order, please contact our customer service department at customerservice@foundationcenter.org or call (800) 424-9836.
What if I prefer to place my order through other means?

You have several options (please note that prepayment is required on all orders):
1. Order by phone by calling us toll-free at (800) 424-9836, Monday-Friday, 8:00 am-6:00 pm ET.
2. Order by fax by printing our order form. Be sure to complete the entire form, especially your credit card number, expiration date, signature and daytime phone number. When complete, fax the form to us at (212) 807-3691. Download our order form to purchase training courses or publications.
3. Order by mail by printing out our order form. Be sure to complete the entire form and mail it to the address on the form. Download our order form to purchase training courses or publications.
4. View our catalog or request a copy of our print catalog by sending an e-mail to customerservice@foundationcenter.org. Please be sure to give us your complete mailing address.
5. Purchase at our library/learning centers in New York, NY; Washington, DC; Cleveland, OH; and Atlanta, GA. Click here to find the address of the library nearest you.
Can I place my order by e-mail?

Our site's ordering system is designed to protect the security of your personal information, including your credit card number. Since ordinary e-mail is not secure in the same way, we do not accept orders sent via e-mail. For your security, please do not include your credit card information in any e-mail you send to us.
What methods of payment do you accept?

For online orders we accept credit card payment only (Visa, Master Card, and American Express).

To pay by check or money order, download and complete our downloadable order form and mail it to the address on the form. Click here to download order form (PDF)

We can also process an order by wire transfer. You will need to contact us so we can provide you with the appropriate information. A $25 fee will be charged for this method of payment.
Can I pay by check or money order?

Yes. You must download and complete our downloadable order form and mail it to the address on the form. Click here to download order form (PDF)
Can I download or request a print catalog?

Yes. Please send an e-mail to our customer service department, customerservice@foundationcenter.org, with the full mailing address to which you would like the catalog sent. You can also view or download the catalog here.

Registering

As a first time user of your shopping cart, how do I register to set up an account?

Once you select one or more items to purchase and click on "checkout," you will be prompted to register. Simply follow the directions given and you will have an account set up for future purchases. For future purchases, you will not have to re-enter your credit card or personal information. You will be prompted for your username and password.
I'm a current Foundation Directory Online subscriber. Do I still need to set up an account to make a purchase?

Yes. You will need to register and set up a separate account to purchase items in our Marketplace. If you also subscribe to Foundation Directory Online, we recommend that you use the same user name and password that you use for your Foundation Directory Online subscription.
On your new customer form, you ask for information "about me." What are the benefits of providing this information?

By taking just a few moments to provide this information, you will be able to take advantage of future enhancements to the Foundation Center's web site geared toward your area(s) of interest.
How do I change the information in my profile once I have registered?

If you are not already logged in, login to your account by clicking on the "Login" link on the top right hand side. You will be prompted for your e-mail address and password. When you are logged in, click on the "Edit Your Profile" link on the right hand side. From there you can edit your profile and your address.
What should I do if I misplace my password?

You can click on the "Forgotten your password" link. If you need further assistance you can call our customer service department service department at (800) 424-9836. Our representatives are available Monday-Friday, 8:00 am-6:00 pm ET.

Shipping & Delivery

How long will it take to receive my order?

The amount of time it will take to receive your order depends on the shipping method you choose and the availability of the product. For regular delivery, please allow up to 10 days. For express delivery, please allow up to four days. International delivery times vary widely from country to country; most countries average about two to four weeks but some others may take up to eight weeks for delivery.
Items not yet published will be placed on backorder and will ship as soon as they become available. Please refer to individual product descriptions for anticipated publication dates.
How much do you charge for shipping?

For regular delivery, the shipping charges are $7.50 for the first item and $4.00 for each additional item.

For express delivery, the shipping charges are $16.00 for the first item and $11.50 for each additional item.

For all International Orders, the shipping charges are $26.00 for the first item and $15.50 for each additional item.
If I register for a training program, will shipping charges or taxes be applied?

No. Shipping charges or taxes are not applied to training program registrations.
What if the shipping address I want my order sent to is different than my billing address?

You will have the option to enter a different shipping address than your billing address during the ordering process.
How do I enter a different shipping address when placing an order?

If you are already a registered user, simply click on the "ship somewhere else" button on the order page and enter a different address.

If you are a new user, you will be prompted for a shipping address. You will be able to ship to a different address than your billing address.
What should I do if I do not receive my order in the time indicated on your shipping chart?

If you don't receive your order in the time indicated on our shipping chart, please contact our customer service department at customerservice@foundationcenter.org or call us toll-free at (800) 424-9836. Our representatives are available Monday-Friday, 8:00 am-6:00 pm ET.

Special Offers and Discounts

Do you offer multiple copy discounts and special offers on your products and services?

We do offer multiple copy discounts and special offers. Learn more about our special offers and discounts here.

Returns/Refunds

How do I exchange or return an item?

All returns for publications must be approved in advance. Publications must be in excellent condition and still in print. To obtain approval to return a publication, please contact our customer service department at customerservice@foundationcenter.org or call us toll-free at (800) 424-9836. Our representatives are available Monday-Friday, 8:00 am-6:00 pm ET.
What are the refund policies for training programs?

Training registration fees for classroom, online, and webinars are non-refundable.
What are the refund policies for subscriptions?

All fees paid for online subscriptions and the Associates Program are non-refundable. Please check each respective agreement for additional details.

Technical/Product Support

Do you provide technical assistance and customer support for online products purchased?

Yes. Technical assistance is available via our Electronic Products Hotline at (800) 478-4661. Our representatives are available Monday-Friday, 8:00 am-5:00 pm ET. In addition, each of our online subscription services includes an extensive help file, as well as links to answers to frequently asked questions and to customer support via e-mail.