Customer Service

Mission Statement

Customer service and commitment to our clients is the driving force and main goal of our team. We strive to get it right and create a pleasant experience for you at every step of the way. We believe that you have the right to know what level of service you can expect from us at all times and we hope to exceed the already high expectations we have set for ourselves.

Customer Service Business Hours

Monday -Thursday 9:00AM – 5:45PM EDT
Friday 9:00AM- 3:45PM EDT
Closed: Saturday – Sunday and all major holidays

*Network Member hours are 8:00am – 4:00pm PDT

Inquiries and Questions

We have the honor of providing 100% customized support when you send us an inquiry. We are a small business and proud to have had the pleasure of getting to know many of our customers personally over the years. Robots and machines will not be answering your very important questions. As such, our assistance may not always be immediate, but it will be of quality. Our goal is to provide an answer or a response to your phone message, email message, or contact form inquiry within two business hour of the inquiry being sent. In the rare occasion we need more time to answer a complex inquiry, we will respond and let you know that we are working on it.

Ordering with American Acupuncture Council

If you want to order anything with HJ Ross, we want to make the process as easy and efficient as possible. Here are the methods you can order with us depending on the product or service:
Seminars: Orders are transacted both Online and over the phone.
AcuCode: Orders are transacted both Online and over the phone
Information Network: Orders are transacted both Online and over the phone.

Receipts

Orders placed online or over the phone will receive an instant receipt to the email address provided.

Refunds & Credits

The services we offer vary in nature, so we have outlined the refund and credit policy for each in order to be as transparent as possible.

Seminars: If you book a seminar and need to cancel for any reason, a full refund is given as long as you notify us at least 30 days prior to the seminar date. Within 30 days of the seminar, we are pleased to offer a full credit in the amount paid. This credit will be used towards the payment of any future seminar within 12 months of original payment. In order to apply the credit that you have on file, simply call us and we can allocate that at your discretion.

AccuCode Digital: Refunds are not offered once your account has been accessed via logging-in. Subscription is recurring and will automatically renew after the end of each paid subscription period unless canceled prior to renewal . We do not offer prorated refunds on canceled subscription plans.

Network: The Network Hotline is a yearly subscription which can be paid on a monthly basis with 12 monthly payments or a one time payment. Refunds are not offered once you’ve activated the Network Hotline. Subscriptions are recurring and will automatically renew after the end of each paid subscription period. We do not offer prorated refunds on canceled subscription plans.

HIPAA Software: Refunds are not offered once your account has been accessed via logging-in. Recurring subscription services can be cancelled at any time in the support section of the software. Monthly payments must be cancelled before auto deduct occurs, and refunds cannot be issued after they have occurred

Pricing

Our Customer service representatives adhere to the daily pricing structure that are listed on the website. In fairness to all customers, we are not able to negotiate a lower price beyond what the website lists on any particular day. If you believe there is a glitch or error with any of our listed pricing, please contact us immediately so that we can assist in resolving.

Coupon Codes

From time-to-time we will offer coupon codes giving discounts on various products. If you have a coupon code it must be used at point of transaction. We are never able to retroactively apply or honor a coupon code once an order has been submitted, nor are we able to offer a partial refund when a coupon code was not applied at checkout. When attempting to use a coupon code during check-out, the website will populate a response listing the percentage discount or the validity of the coupon code to assist you during the process.

Security

Your personal information and secure data is of the utmost importance to us. Our sites are verified secure, and all payment data is received by Authorize.net. When orders are transacted online, our company will never actually have access to your billing information because that is encrypted and run-through Authorize.Net’s propriety service.

Changes to Seminar Dates and Locations

Very occasionally situations along with unforeseen or extraordinary circumstances require us to significantly change the schedule and dates and/or times of our seminars. We can’t stress enough how very rarely this is done. However, in this event we will contact attendees who have booked with us using the telephone number and/or e mail address given to us at the time the booking was made. Full refunds are always offered when significant scheduling changes are made to seminars.

Continuing Education Units

Approvals: We take all our business ventures seriously, but Continuing Education Units (CEUs) and/or Professional Development Activity (PDAs) are of the utmost importance to us because your professional licensure is so valuable. It is important to know that not every seminar is approved for CEUs or PDAs in your state. Many times we only apply for CEUs in the location or region where the seminar is hosted. In some instances CEUs may not be offered at all. Transparency with CEUs is always our main focus so we try to advertise approvals as best as possible, however if you have any doubts whether your program is approved or not it is always best to contact us so we can give you the most accurate answer. Verification of CEU approval should always be conducted independently with your state board or national regulatory agency.

State License Requirements: We are never able to answer questions about what your particular state or national regulatory agencies require in order for your license to renew, those questions must always be directed to that particular board.

Certificates and Lost Certificate: Continuing Education Certificates from our seminars are sent within 30 days of the seminar date via email to the email provided at the time of registration. If you do not receive your certificate within the 30 day window please contact us immediately. Inaccurate or incomplete paperwork, as well as non-payment of CEU fees will result in not being sent a certificate within the 30 day window. Please check your spam email. Once 60 days has passed from a seminar date, we are unable to rectify CEU processing issues due to regulatory reporting standards.

If for some reason you require a duplicate certificate, we are happy to process this request but it will take up to 2 weeks to receive a duplicate. Expedite requests can be fulfilled within 24 hours for a $25 expedite fee.

Certification (starting June 6, 2019)

To get Certified at a Live Seminar simply register and attend, but do pay attention because there is a quiz and an evaluation after the seminar that you must do. Follow the directions to do the evaluation and take the quiz online. You will need to get 70% of the answers correct, and you will be able retake the quiz if you do not pass the first time. To take the live seminar quiz click here.