Frequently Asked Questions


IOE Membership

I forgot my user ID and/or password.  How can I obtain it?
Simply click on this Forgot Password link or go to the member log in page where you can request password assistance.

How can I cancel my membership?
Your IOE Professional membership provides you with many benefits, plus the ability to purchase helpful products and books along with the ability to access any online training courses you have signed up for. If you simply wish to stop receiving our periodic emails, please click here. Your member account will remain active should you wish to have access to our member area, online training center or purchase something from the IOE store.  If you wish to have your account completely removed, please contact us.

How can I be removed from your email list?
Follow this link and enter your email address you registered with us. Select “continue” and you’ll be brought to a page that will verify your contact details. Click “submit” and we will email you instructions on how to update your email preferences or how to opt out of our emails.


Ordering/Shipping/Returns

Do you sell individual icon sticky notes?
At this time no, however offer a refill kit for each version of our mapping kits.

When I try to add a product to the shopping cart, a message tells me that cookies are not enabled. How can I add a product to my cart?
We use cookies to help us remember and process the items in your shopping cart and understand and save your preferences for future visits. Please check your browser settings and enable cookies. See our Privacy Policy for more information.

What are my payment options?
credit cardsWe accept Visa, MasterCard, Discover, and American Express (AMEX).  We accept credit cards through our secure website, via phone or fax. 

What is a CVV/CSC code?
Visa®, Mastercard®, and Discover® cardholders:

cvvTurn your card over and look at the signature box. You should see either the entire 16-digit credit card number or just the last four digits followed by a special 3-digit code. This 3-digit code is your CVV number / Card Security Code.

American Express® cardholders:
Look for the 4-digit code printed on the front of your card just above and to the right of your main credit card number. This 4-digit code is your Card Identification Number (CID). The CID is the four-digit code printed just above the Account Number.

How can I get a discount/coupon code for my purchase?
From time to time, IOE offers special members-only savings on its books, mapping products and online training. Simply join our complimentary IOE Professionals membership and you'll receive many benefits, including special coupon codes for store purchases.

I just placed an order. When will it be shipped?
Orders are processed within 48 hours during our normal operating hours, Monday – Friday 8:30 – 4:30 EST. Choose from standard ground shipping or expedited overnight shipping options during checkout. Our shipment schedule is subject to change in observance of holidays.

How can I track my order?
Once your order has been placed, you will receive an email stating that your order has been processed.  You will receive an additional email notification when your order has been shipped and this will include a tracking number.  You can enter this tracking number at the UPS web site or United States Postal Service for detailed information.

How can I track my order that was shipped via USPS to an Eastern European (EU) destination?
USPS tracking numbers are not traceable once the shipment leaves the United States.  For EU Countries: Once the package arrives in the country, go to www.parcelforce.com to get new tracking number, which will allow you to track it.

I did not receive any tracking information for my order.  How can I get this information?
Please contact us or call us at 401.667.0117.

Can I modify or cancel an order?
You can modify or cancel your order only if you contact us by 3:00pm Eastern Time the same day your order was placed.  If you have placed your order outside of our operating hours, please contact us during the next business day by 3:00pm Eastern Time.  We are unable to cancel or modify orders once they have shipped. 

What is your return policy?
Returns will only be accepted if product is damaged. See our FAQ on “What is your policy for processing damaged shipments?”

What is your policy for processing damaged shipments?
Returns are accepted within 14 days of the date that you received your order. Orders (in their original, unopened condition ) can be mailed with the original packing slip to the address below. Once it is received, we will send out a replacement.
          The Institute for Operational Excellence
          ATTN: Returns
          1130 Ten Rod Road, Suite A202
          North Kingstown, RI  02852


Online Training Courses

Where do I access my online training course?
All courses are accessed via our Online Training Center.

I purchased an online training course and tried to log into the Online Training Center but my credentials were denied. How can I view my course?
After you purchase your online training course, you must first log in to your IOE member account on our official web site and enroll in the course you purchased. This step activates your license key. You will need your course license key to enroll in the course. Important: You will not be able to log into the Online Training Center until this step has been completed.

Where can I find my course license key?
Your course license key is included on your store purchase receipt. If you did not recieve a store purchase receipt in your email, please check your Spam/Junk email filter. You can also view your store orders online or by clicking on Course License Keys when logged into your IOE member account.

My company administrator purchased online training for our group. How do I access the course?
First, your company administrator needs to log in to his/her member account and go to the Course License Keys page. This page will display all courses that have been purchased, how many individuals have already been enrolled and a button to invite additional participants to the course. When your admnistrator invites participants, all invitations will be sent to participants via email. The email invitation will have all the information you need to enroll in the course and begin your online learning course.

My company administrator sent me an email invitation but I did not receive it.
Please check your Spam/Junk mail filter if you did not receive the email invitation.

How do I know when my course expires?
You can view your course expiration date by visiting My Online Training. All courses that you have enrolled in are listed along with the expiration date(s). If there are no courses listed, this means that you have not enrolled in any online training courses.

My course expired, but I did not complete the course. How can I finish the course?
You will need to purchase another course license which will provide you with another 60-days of unlimited access. Visit the Online Training section of our store to purchase a new license.

Log In Problems. I can't seem to log into my online training course. 
When you are logging into the Online Training Center, you must log in with your IOE "username" and password -- NOT your email address.  If you do not remember your IOE username, you can find it here or by clicking on Member Area/Account Management/Update my Profile from the main navigation menu.

I have enrolled in an online course but am having trouble viewing the course.
Please review our online training viewing requirements. Your PC/Mac or mobile device must be compatible with the following requirements:

Recommended Browsers for Windows Recommended Browsers for Mac Recommended Browsers for Linux
Internet Explorer 7 and later Safari 3 and later Firefox 1.x and later
Firefox 1.x and later Firefox 1.x and later  
Safari 3 and later Google Chrome  
Google Chrome    
Opera 9.5 and later    

Can I access online courses on an iPad?
Currently our online courses do not support iPad viewing. All computers and mobile devices must have FlashPlayer 10 or later installed in order to view the course.

I am still having trouble viewing trouble viewing my online course. How can I get support?
Please fill out and submit a Support request and our team will be in touch promptly.

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