Catalog Frequently Asked Questions

Navigating the Catalog

How do I search the catalog?

Use the Catalog search field to search for products by item name or keyword. Be sure to click the search button "Go" to initiate your search.

Why can't I see my price?

Both members and nonmembers need to log in to see the price they'll pay for a specific product. If you don't already have an account, please create one.

Shipping

When will my order ship?

The AAFP processes orders Monday through Friday, excluding holidays. Orders entered after 3:00 p.m. Central Time will be processed the next business day (i.e., an order entered at 4:00 p.m. on Friday will be processed the following Monday). It is our objective to ship all merchandise orders within 2 business days after they are processed.

When will my subscription ship?

You can expect to receive your first issue 4 to 6 weeks after your order is placed.

How will my order be shipped to me?

The AAFP uses UPS for shipping. You will receive an email containing your UPS tracking code when your order ships. Subscriptions are sent via Media Mail.

I want my order shipped to an address that is not part of my permanent record. What should I do?

Please call the AAFP Contact Center at (800) 274-2237 or (913) 906-6000.

How do items with free shipping affect my order?

There are some items with no Shipping & Handling charges. If your order consists of only these items, we will not collect any payment information (credit card information) with your order. If there are other items on your order that do have a Shipping & Handling charge, only those items with a Shipping & Handling charge will be used to calculate the total Shipping & Handling charge for your order.

Shipping Rates and Policies

The AAFP's goal is to process and ship all orders within 2 business days of being received. The AAFP ships most packages using UPS. Our standard domestic service uses UPS Ground. UPS Next Day Air and 2nd Day Air delivery are available for an additional charge, but are not available for online orders.

Shipping and Handling (effective June 1, 2010)

Total PurchaseU.S.International Economy (includes Canada)
Total Purchase: $0 to $30U.S.: $6.95International Economy (includes Canada): $22.95
Total Purchase: $30.01 to $100U.S.: $11.95International Economy (includes Canada): $27.95
Total Purchase: $100.01 to $200U.S.: $13.95International Economy (includes Canada): $30.95
Total Purchase: $200.01 to $300U.S.: $16.95International Economy (includes Canada): $35.95
Total Purchase: $300.01 and overU.S.: $21.95International Economy (includes Canada): $37.95
Total Purchase: Next Day service where available (phone orders only)U.S.: +$35.00International Economy (includes Canada): International Priority rates apply
Total Purchase: Second Day service where available (phone orders only)U.S.: +$15.00International Economy (includes Canada): N/A

International Shipments: International shipments are sent using UPS Worldwide Standard services.

Package Tracking: Items sent using UPS are assigned a tracking number. You will receive an email containing this tracking number when your order ships. If you need assistance tracking a package, call (800) 274-2237 or (913) 906-6000.

Next Day/Second Day Shipping means that we will send your order using the service requested. Please note that next day/second day shipping is not available for online orders. If you need next day shipping, please call (800) 274-2237 or (913) 906-6000 and place your order by phone.

Billing

When will my credit card be charged?

Your credit card will be charged when you place your order.

Why is there Sales Tax charged on my order?

Because the AAFP Headquarters and Distribution Center are in the state of Kansas, all orders sent to Kansas addresses are charged sales tax based on the prevailing rate.

Pricing

Do Medical Students or Medical Residents get special pricing?

Some products have special pricing for Medical Students and Residents. If you qualify for special pricing, it will be displayed as "Your price" after you log in.

Availability

What do I do if it says that the item I want is "out of stock"?

This item is currently out of stock at our Distribution Center. Please call the AAFP Contact Center at (800) 274-2237 to find out when the item is expected to be available.

Online Items

How do I access my online item?

Online items are products you can download to your computer immediately after purchase. A link to your item will be available on your order confirmation page.

Your download will always be available on the My Financial Transactions page (www.aafp.org/mytransactions). Double-click on the product name and select SAVE to save it to your hard drive or flash drive. (You should first SAVE the file before selecting OPEN due to large file sizes.) You can return and download the product again any time if necessary. The PDF files are continuously updated with the most recent version.

Refunds and Returns

Merchandise Refund Policy

With the exception of multimedia products, the American Academy of Family Physicians will accept the return of products within 30 days of receipt, for replacement or refund if the product is defective, was not what you expected, or damaged. All returned goods must be returned in their original saleable condition. Shipping and handling charges are non-refundable.

What if the materials I receive are damaged or defective?

If anything you received was damaged in transit or is otherwise defective, please call the Contact Center at (800) 274-2237 immediately (between 8:00 a.m. and 5:00 p.m. Central time Monday through Friday) and one of our staff will assist you in getting the item replaced at no charge. Please keep the original packaging.

What if I erase my USB Flash Drive of all its content?

Please call the Contact Center at (800) 274-2237 (between 8:00 a.m. and 5:30 p.m. Central time Monday through Friday) to arrange for the return of your original USB Flash Drive so that it may be reloaded with the original electronic content.  This process (including return shipping) may take up to 20 business days from the day the AAFP receives the returned product from you.

Can I return electronic media?

Electronic media (USB Flash Drives, DVDs, CDs, CD-ROMs, Streaming online products, MP3 files) are not accepted for refund. However, if the physical form of the electronic media (i.e. USB Flash Drives, DVDs, CDs, CD-ROMs) is defective, a replacement will be sent at no charge.

Where do I send materials I want to return?

Please send the products to be returned along with your invoice (or photocopy of invoice) with reason for the return to:

AAFP DISTRIBUTION CENTER
ATTN: RETURNS
14716 W 105TH
LENEXA, KS 66215

Return your package, prepaid, via UPS, FedEx or insured parcel post with delivery confirmation. (Sorry, we do not accept C.O.D.'s.)

Subscriptions Refund Policy

AAFP print and digital monthly subscriptions may be cancelled at any time. If a print or online subscription is terminated by the subscriber prior to the end of a subscription term, the subscriber is eligible for a refund on all remaining issues for which payment has been received. Please allow up to four weeks for delivery of refund.

Online Access Refund Policy

Online streaming access to a CME activity is a non-returnable, non-refundable purchase.