• Training Services FAQ

    Training and Services

    Taking a Class

    Q: My American Red Cross certification is about to expire, or has already expired. How can I renew my certification?

      Most programs require instructors/instructor trainers to complete an online recertification assessment. Instructor/instructor trainer recertification courses will automatically be assigned and available to launch 90-days prior to expiration. Instructors/instructor trainers must log in to the Red Cross Learning Center and locate the recertification assessment course on their Home page or under the Classes I’m Taking section. Instructors/instructor trainers will also receive an email reminder approximately 90 days before the expiration date of their certification.

      Lifeguarding instructors/instructor trainers are required to complete an in-person review class instead of an online recertification assessment.

      If your instructor certification has already expired by more than 30 days past the expiration date, you can take an instructor class or you can take an abbreviated re-entry instructor class if the certification is expired no more thanp

    Q: How can a company arrange for first aid and/or CPR training for its employees?

    Q: How do I become a Red Cross instructor?

      To become an instructor, candidates must:

      • Meet all prerequisite requirements to participate in an instructor course for the program area (see the course fact sheets below for requirements).
      • Successfully complete the instructor course to earn certification.

      Instructor courses are offered in a blended learning format that includes an online introduction to the program area followed by an in-person course. Instructor candidates must successfully complete the online introduction course prior to attending the in-person portion of the course.

      Once certified, an instructor must become affiliated with or become a Licensed Training Provider with a signed agreement to teach, to report Red Cross courses taught and to issues certificates. (Note: instructors can also be employees or volunteers with the Red Cross. For more information on becoming an employee or volunteering, go to www.redcross.org.)

      Certified instructors, who are not affiliated, are not permitted to teach Red Cross courses.

    Q: How old do you have to be to take a Red Cross Lifeguarding course?

      You need to be at least 15 years old by the last day of the Red Cross Lifeguarding class you are taking.

    Q: Is there an age requirement to enroll in Babysitter's Training?

      Participants must be 11 years of age by the last day of the course you are taking to receive a certificate for American Red Cross Babysitter's Training. This age was selected as most states require children to be 11 before they can be left alone for short periods without adult supervision. However, local or state regulating agencies may have different age requirements to be able to babysit. Check with your local child welfare, child protective services, health department and or police. You may receive different answers, so ask for a written copy of the statutes and or regulations that pertain to your location.

    Q: What is the cancellation policy for classes?

      Red Cross Classroom and Online and Classroom Courses

      A student can cancel class enrollment 15 days before the start of the class without penalty, if a cancellation occurs after this the following amounts are deducted from the original payment:

      10% from 8 to 14 days before the event starts;

      25% from 3 to 7 days before the event starts;

      50% from 1 to 2 days before the event starts;

      100% from 0 to 0 days before the event starts or 1 day after the event starts

      Online (web only) classes:

      Students can cancel their enrollment in an online course within 24 hours of purchase and receive a full refund. After 24 hours, no refunds can be given.

      Learning Training Providers (LTP)

      Cancellation policies are set by the individual training provider, please visit the LTP website for the facilities policy.

      Nurse Assistant Training

      A student can cancel their enrollment at any time before the class starts and get a full refund minus the Application Fee (this is different based on State regulations), no shows/no calls also get a full refund minus the Application fee.

      A student can cancel their enrollment at any time before the class starts and get a full refund minus the Application Fee (this is different based on State regulations), no shows/no calls also get a full refund minus the Application fee.

    Q: Does the American Red Cross provide CNA Certification Renewal?

      The American Red Cross CNA Training Program does not provide CNA certification renewal. Please contact your state agency for CNA renewal inquires.

    Online Courses

    Q: How do I get assistance with online registration issues?

      If you need assistance, call the Training Support Center at

      and follow the prompts for Training and Certification.

      If you are registering more than one person with a credit card online, you can only register one (1) person at a time on RedCross.org. Multiple registrations or instances where you are registering someone other than yourself can be completed by calling

      and follow the prompts for Training and Certification.

    Q: How do I access the online learning if I registered on RedCross.org?

      Once a participant is enrolled, they will receive an email from the Red Cross with a link to access the Red Cross Learning Center and the online class. If you did not receive that email, please contact the Training Support Center at

      . Please listen for the prompts for Training and Certification. You may also email support@redcrosstraining.org

    Q: Do I need to complete the online portion of the course before I take the online skills session?

      Yes. You must take the entire course and print out the certificate of completion. Bring the certificate with you to the in-person skills test and give it to the Instructor.

    Q: How do I get technical assistance for online courses?

      Upon registering for an online or blended learning class, an email with instructions on how to access the online content would have been sent. Be sure to check your spam folder.

      A few tips:

      • Content will not work with Internet Explorer.
      • Online courses require a high speed internet connection. If you are experiencing slow response times we recommend you move to a higher speed internet connection.
      • Make sure pop-up blocker is turned off
      • If your browser prompts you with a question about secure content, answer it in a way that allows you to see all material
      • In some cases, when launching the online class, two new browser windows will open: one is blank and must remain open while you complete the online class while the other will display the online class content
      • If at any time while taking the online class and you receive a time out warning, just click "OK" and continue the class.
      • Some online courses require Flash. Check here to see if you already have Flash installed on your computer or you want to download it. If you are using a work computer, you may need to speak to your internal IT team to download Flash.

      If you need additional assistance, please call

      . Please listen for the prompts for Training and Certification or email support@redcrosstraining.org

    Digital Certificates & Wallet Cards

    Q: What is a Digital Certificate?

      The American Red Cross digital certificate is a first of its kind, online certificate that gives you anytime, anywhere access to your certification.

      Digital certificates can be viewed, printed or shared online and can be accessed anytime through your Red Cross Account. Each certificate includes a unique ID and a QR code which meets employment requirements and allows employers to easily confirm your certificate is valid. There is no need to carry your printed certificate around anymore!

      Class participants and employers can visit https://www.redcross.org/take-a-class/digital-certificate and enter the ID found on the digital certificate (or scan the QR code with a standard QR reader using a smart device) to access a copy of the valid certificate with student training information.

    Q: What do I have to do to get my digital certificate?

    Q: How can my employer ensure that my Red Cross certificate is valid?

      Each digital certificate has its own unique ID and QR code, making it easy to confirm that digital certificate is valid and authentic. The codes ensure that you have successfully completed an American Red Cross course.

      Employers can provide the 6-character Certificate ID https://www.redcross.org/take-a-class/digital-certificate or scan with their Andriod or iPhone.

    Q: What is a QR Code and how is it used?

      QR (Quick Response) Code is a special type of barcode that provides information when scanned by a smartphone. After downloading a free scanning app for your phone, you can scan the QR Code on the digital certificate and be directed to a website where the certification can be verified.

    Q: What if an employer requires a wallet card or printed verification?

      Participants can print digital certificates in a wallet-card format cut from a printed page using regular 8 x 11 sheet of white paper, card stock or standard business card cardstock. If you cannot print or do not want to print your own card, you can request a printed certificate by ordering through redcross.org/find-certificate. A $7.95 shipping and handling fee is charged for each printed certificate request, an expedited shipping option is also available for additional cost.

    Q: Can I access to digital certificates for classes I took in the past?

      If the class was taken within the past three years, a digital certificate is available. Go to https://www.redcross.org/take-a-class/digital-certificate and enter the following information (first and last name, end date of the class and zip code of the training location). You will then have the option to view, print, order a wallet card or share the digital certificate. Make sure to determine that the validity of the certificate has not expired.

    Q: I lost my certificate. How do I get another one?

      "If the class was taken within the past three years, a digital certificate is available. Go to https://www.redcross.org/take-a-class/digital-certificate and enter the following information (first and last name, end date of the class or the Certificate ID).

      You will then have the option to view & print, download or order a printed wallet card. When ordering a printed wallet card, make sure to determine that the validity of the certificate has not expired before placing the order as the shipping and handling fees will still apply.

    Q: What is the shipping policy for wallet cards?

      A $7.95 shipping and handling fee is charged for each request for printed wallet cards. An expedited shipping option is also available for additional cost.

      Wallet card orders will be shipped within 2 business days of receipt of the request. Expedited orders will be sent via Fed-Ex one day shipping if received before 2pm EST weekdays 9Holidays excluded). Expedited orders received after 2pm EST will be processed the next business day. Non-expedited orders will be sent via regular postal mail and may take an additional 5-7 days for shipping.

      Individuals who have successfully completed an American Red Cross class can print digital certificates in a wallet-card format using regular 8 x 11 sheet of white paper, card stock or standard business card cardstock. If you cannot print or do not want to print your own card, you can request a printed certificate by ordering through www.redcross.org/take-a-class/digital-certificate.

       

    Coupons & Discounts

    Q: Where can I use coupons for purchasing a course?

      Coupons codes can be applied during checkout, these can be added on the Cart or the Checkout page by clicking on the "Have a coupon code" link. If the promotion allows multiple coupon codes can be applied by selecting "have another coupon code".

    Red Cross Store

    Red Cross Products

    Q: How do purchases from the Red Cross Store benefit the American Red Cross?

      Proceeds from the sale of all products and services funds the lifesaving mission of the American Red Cross.

    Q: Can the Red Cross Store donate items to a customer’s cause?

      Unfortunately, the Red Cross Store is unable to make donations of goods.

    Q: Are Red Cross Store products latex-free?

      All Red Cross Store products, including gloves and bandages, are LATEX-FREE.

    Q: Does the Red Cross Store sell refills or replacement parts?

      The Red Cross Store has various replacement and refill packs available.

    • First Aid and Emergency Preparedness kits
    • Training supplies
    • Eton Radios
      • The Red Cross Store does not offer replacement parts. Please contact Eton directly at Etoncorp.com.

    Coupons & Discounts

    Q: How do I redeem a promo code for products?

      To redeem a promo code, click on the "Have a coupon code?" hyperlink text on the Cart or Checkout page (will appear at the bottom). In the Coupon Code field that opens, type in your code, then click "Apply". If the code is valid, the discount will display on the page confirming application. If the code is not valid, then a red error message will appear stating the coupon code is invalid. Please note only one promo code can be applied per order. Promo codes cannot be applied retroactively.

      If you are a business approved for using Purchase Order, you must include the coupon code on the Purchase Order document when you submit the Red Cross Store Purchase Order Form.

    Ordering Products

    Q: How do you contact customer service for Red Cross Store product related ordering and billing issues?

      Training Services maintains two different teams of customer service agents. Those agents are located either at our Training Support Center (TSC) or at Billing Support.

      Training Support Center
      support@redcrosstraining.org
      (833) 733-7763
      Monday-Friday 8:30am-9:00pm (ET)

      Billing Support
      billing@redcross.org
      (888) 284-0607
      Monday-Friday 9:00am-6:00pm (ET)

    Q: How do I fill my shopping cart?

      Once you are on the online site, https://www.redcross.org/store, when you see an item you like, click on "Add to Cart" and continue shopping. When you are ready to complete your purchase, click on the Shopping Cart, located towards the top of the page. Click "Go To Checkout" to confirm your items. After you have made any changes and updated the quantities as desired, click on "Continue Checkout" to enter your shipping and billing information. Once you've filled out your credit card information, click on"Pay Now" to confirm and place your order. Please review your order carefully before placing it. Once your order is submitted it cannot be modified in any way. Your order can only be cancelled if it has not been processed or shipped.

      You can also place an order by calling 1-833-733-7763. The Red Cross does not accept orders by fax. If you are using a Purchase Order (PO) for products, please see the section concerning POs below.

    Q: Can I place an order by phone or fax?

      You can place an order by calling 833-733-7763 or order online at https://www.redcross.org/store. The Red Cross does not accept orders by fax. If you are using a Purchase Order, please see the section concerning POs below.

    Q: Will I receive an order confirmation?

      An order confirmation will be sent to the email address you provided with your order. If you have a Red Cross Store account you can login to retrieve your order information.

    Q: How do I check on the status of my order?

      You may log in to your account on https://www.redcross.org to check the status of your order. You may also contact customer service at 833-733-7763 to check the status of your order. Please have your order number ready when you call.

    Q: What if the item I want is out of stock?

      If the item you want is unavailable please refer to the product page for the expected back-in-stock date. We strive to keep this information as current as possible, however we sometimes do not have a date from the manufacturer and cannot provide this information. In most cases, out of stock items are replenished within 7-10 business days.

    Q: Does the Red Cross Store accept back orders on products?

      The Red Cross Store does accept back orders on some products. If a product is out of stock and the Red Cross Store is accepting back orders on that particular product, customers will be allowed to place the product in the store cart. The product will be placed on back order.

      Once the product is available. The customer will be charged and the order will be shipped.

    Q: Can I become a supplier or distributor?

      Red Cross requires all suppliers and distributors to be contracted. Potential suppliers should fill out the online supplier registration form. Your registration will be forwarded to our Supply Chain Management group. If there is a need for your product or service, they will contact you directly.

    Shipping

    Q: Can I ship to multiple locations?

      No, you cannot do shipping to multiple locations as part of a single order. If you would want to ship to multiple addresses, you will need to initiate different orders.

    Q: Can I ship to a APO/FPO address?

      Red Cross Store ships to APO/FPO addresses using U.S. Postal Service (Parcel, Priority or Express Mail).

    Q: Can I ship to an international address?

      The American Red Cross Store does not ship internationally. If you require products in another country, please contact your national Red Cross Society.

    Q: Can I track my package?

      For orders placed via FedEx, you can track your order online at fedex.com/Tracking, with the tracking number provided on your shipping confirmation email. You can also log in to your Red Cross Store account to access your order's tracking information.

      Tracking information is only available for orders shipped via FedEx.

    Q: What shipping methods are available?

      • Most shipping addresses in the United States use either FedEx Ground or FedEx Standard Overnight
      • P.O. Boxes and APO/FPO addresses use U.S. Postal Service (Parcel, Priority or Express Mail)
      • International orders for Red Cross Societies use FedEx International. Please note any duties, tariffs or other government fees are the responsibility of the purchaser

    Q: How soon will my order be shipped?

      All orders are processed once credit card authorization and verification have been obtained. Orders are shipped Monday - Friday, not including holidays. There is no weekend service.

      All FedEx ground orders need to be placed on site before 3:30PM EST for next day shipping.

      FedEx Ground

      • Shipping within the Continental US usually takes 1-5 days
      • Shipping to AK, HI, Guam, and Puerto Rico usually takes 6-8 days
      • International orders for Red Cross Societies will arrive within 2-3 weeks.

      All Expedited shipping orders need to be placed on site by 1:30PM EST for same day shipping. All orders received after 1:30 PM EST for expedited shipping will be processed after 2 business days.

      FedEx Standard Overnight

      • If placed before 1:30 PM EST on a regular business day, orders shipped via FedEx Standard Overnight will be delivered to most addresses in the continental U.S. and Alaska by the end of the next business day. Not available to Hawaii, Canada, or the rest of the world. U.S. Postal Service Parcel Post
      • Shipments should arrive within 3-15 business days, depending on your location. U.S. Postal Service Priority Mail
      • Shipments should arrive within 2-3 business days to most locations.

      U.S. Postal Service Express Mail

      • Shipments should arrive within 1-3 business days.

      Saturday delivery

      • Saturday delivery is not available.

    Q: How are shipping rates determined?

      Shipping charges are determined by your chosen shipping method, the weight of your order, and the delivery destination. To calculate your estimated shipping charges:

      1. Fill your shopping cart and proceed to checkout.

      2. Complete the bill-to/ship-to information.

      3. Select your shipping method; the shipping charge will appear on your Total Order.

    Q: What are the cut-off times for the various Red Cross Store shipping methods?

      Below are the approved cut-off times on Red Cross Store items:

      Any order shipped by "FedEx Ground" or with "USPS", must be placed on the Red Cross Store website before 3:30PM EST to be shipped by the end of the next business day.

      Any order shipped by "FedEx Priority – Next Day or the 2nd Day", must be placed on the Red Cross Store website before 1:30PM EST of the same day.

      All international orders shipped by "FedEx", must be placed on the Red Cross Store website before 1:30PM EST to be shipped by the end of the next business day.

      For any LTL or TL orders, all orders must be placed on the Red Cross Store website before 3:30 PM EST to be shipped by the end of the next business day.

      Cut-off times for the above shipping methods are subject to change during U.S. holidays.

    Returns & Exchanges

    Q: Are customers able to modify their Red Cross Store orders?

      Once an order has been submitted the Red Cross Store is unable to modify those orders. The Red Cross Store is unable to add items, change the order, item quantity, shipping address, or the shipping method once orders have been submitted.

      NOTE: If an order has been placed but has not yet shipped. The Red Cross Store can cancel the order upon the customer’s request.

    Q: Can customers cancel their Red Cross Store order?

      The Red Cross Store can cancel any order that has not yet shipped upon the customer’s request. Once a Red Cross Store order has been submitted, the orders are immediately processed to ensure the order is delivered in the expected timeframe outlined on the customer’s order confirmation. Customers are able to check the status of orders through the ‘My Account’ section on Redcross.org/store. The customer will need to login using their Red Cross Store Login Email.

      If the order placed by the customer is on-hold or backorder, the order can be canceled within the “My Account” section on Redcross.org/store. The order can also be canceled by speaking with a Red Cross Store Customer Service representative. Red Cross Customer Service can be reached at 1-833-733-7763 or email request to support@redcrosstraining.org. Available hours of operation are Monday through Friday 8:30AM to 9:00PM Eastern. The customer should have their order number ready prior to calling.

      NOTE: If the order or a specific item on the order has a status other than backorder or on-hold the item or entire order is unable to be canceled.

    Q: What is the Red Cross Store Return Policy?

      The Red Cross Store has a 30-day return policy for Training Supplies, Books & DVDs, Emergency Preparedness, First Aid items, Apparel and Accessory items purchased after April 5, 2021.

      All unwanted items must be in new, unused condition and at times still in their original packaging. Refunds will be issued to the customer’s original method of payment within 7-10 business days after receiving the return at our warehouse.

      Electronic Textbooks and other digital materials are non-refundable.

      Some clearance items may be final sale and thus non-returnable. Any item that is final sale will include a note in the item description.

      The Red Cross Store advises customer to open the box(es) their order arrived in to inspect the contents. Even if the customer does not intend to use the contents immediately.

      If the customer determines there is an error in the shipment or if an item is missing from the order, please contact Red Cross Customer Service by phone, (833) 733-7763, or by email, support@redcrosstraining.org.

      In the case of a shipping error, packing error or defective item, the customer will receive a refund of the entire product price on the original form of payment as well as the shipping cost.

      To return the item contact Red Cross Customer Service for a prepaid shipping label.

      All ZOLL, Philips and Physio Control branded Automated External Defibrillator (AED) units, AED training units and accessories must be returned to the manufacturer. Please call the manufacturer at the below numbers to initiate the Return Merchandise Approval (RMA).

        ZOLL: (800) 348-9011

        Philips: (888) 744-5477

        Physio Control: (800)-442-1142


      Only Red Cross branded AED training units and accessories can be returned in accordance with the Red Cross Store return policy. The Red Cross Store has a 30-day return policy for training supplies.

    Q: What if a customer changes their mind after the return deadline and the product is NOT damaged?

      Red Cross Store returns and exchanges on Training Supplies, Books & DVDs, Emergency Preparedness and First Aid items, Apparel and Accessory items will only be accepted 30 days after the order was originally shipped.

    Q: How do customers return their order if the return packing slip has been misplaced?

      If a customer has misplaced their return packing slip, a generic return packing slip can be obtained on the Red Cross Store website.

      NOTE: Not all items are returned with this return packing slip, please read the return instructions carefully. Electronic Textbooks and other digital materials are non-refundable.

    Q: How do customers return an item from their original order?

      If the customer is not satisfied with the original order and wishes to conduct a partial return the Red Cross Store will refund the returned items that adhere to the Red Cross Return Policy.

      NOTE: Bundles and Kits are offered to Red Cross customers as a way to purchase multiple items together at once. If the customer wishes to return a Bundle or a Kit for a refund, the customer must return the ENTIRE BUNDLE / ENTIRE KIT.

    Q: What is the process for returning items to the Red Cross Store?

      Every Red Cross Store order sent to a customer comes with a packing slip. On the bottom of each packing slip is the return packing slip.

      Customers should adhere to the following:

      1. Please fill out the return packing slip with the order #, item #, item quantity, item name, and the return code for the items being returned to the Red Cross Store. The return codes note the reason the customer is returning the item.

      2. The customer should include the return packing slip and a copy of the original order confirmation in the return package. If a customer omits any information, it may delay return processing.

      3. The customer should ship the return package to the address listed on the return packing slip under the heading, ‘Red Cross Store.’ The Red Cross Store recommends customers use a shipping method that can be tracked and is insured.

      4. Once the Red Cross Store receives the returned items, the customer will be refunded on their original form of payment for the order, excluding the original shipping charges. If the customer was invoiced, the customer will receive a credited invoice, excluding the original shipping charges.

      NOTE: The customer will be notified by email from transactions@outreach.redcross.orgonce the return has been processed. The Red Cross Store recommends customers whitelist this email address.

      NOTE: Some clearance items may be final sale and are non-returnable. Any item that is final sale will include a note in the item description. Bundles and Kits are offered to Red Cross customers as a way to purchase multiple items together at once. If the customer wishes to return a Bundle or a Kit for a refund, the customer must return the ENTIRE BUNDLE / ENTIRE KIT.

    Q: Where do customers find their order confirmation number?

      Every order sent from the Red Cross Store comes with an original packing slip. The original packing slip can be found in the original order box. If the original packing slip cannot be located, the customer can obtain the confirmation number through the ‘My Account’ section on Redcross.org/store. The customer will need to login using their Red Cross Store Login Email. The customer should navigate to the ‘Order Details History Page’. The customer should print out the order confirmation or affix the confirmation number to the return packing slip.

      NOTE: If a customer has misplaced their return packing slip, a generic return packing slip can be obtained on the Red Cross Store website.

    Q: What are the cut-off times for the various Red Cross Store shipping methods?

      Below are the approved cut-off times on Red Cross Store items:

      Any order shipped by "FedEx Ground" or with "USPS", must be placed on the Red Cross Store website before 3:30PM EST to be shipped by the end of the next business day.

      Any order shipped by "FedEx Priority – Next Day or the 2nd Day", must be placed on the Red Cross Store website before 1:30PM EST of the same day.

      All international orders shipped by "FedEx", must be placed on the Red Cross Store website before 1:30PM EST to be shipped by the end of the next business day.

      For any LTL or TL orders, all orders must be placed on the Red Cross Store website before 3:30 PM EST to be shipped by the end of the next business day.

      Cut-off times for the above shipping methods are subject to change during U.S. holidays.

    Q: When can customers expect their apparel order to ship?

      Apparel items require 4 days preparation time, in addition to the shipping method chosen by the customer.

      Example, if Express 2-day shipping was placed on an apparel time, please allow for 6 business days (4 business days to prep the apparel item and 2 business days for priority shipping method chosen).

    Q: When can customers expect their order for First Aid kits and/or Emergency Preparedness kits to ship?

      Certain First Aid and Emergency Preparedness kits are built to order due to their components. These kits require up to 2 days preparation time in addition to shipping time to deliver. This information will be indicated on the Red Cross Store product page underneath the order quantity field.

    Q: What is the Red Cross Store return address?

      The Red Cross Store return address for all items, unless otherwise noted is:

      Red Cross Store

      1560 E. Stateline Rd.

      Southaven, MS. 38671

      NOTE: The Red Cross Store return address is listed on the original packing slip.

      NOTE: Please read the return instructions carefully before returning items to the Red Cross Store.

    Q: What is the Red Cross Store warranty policy?

      Most products sold on the Red Cross Store do not come with a warranty.

      NOTE: If the product was received damaged or defective, please contact the Red Cross Store. Items received in such a condition will be returned for a replacement or full refund.

    Q: What is the Red Cross Store warranty policy – for AED Training Devices?

      American Red Cross AED training devices have a 12-month warranty. Customers may be required to confirm the lot number on the back of the AED training device in order to return or exchange defective devices.

      NOTE: The 12-month warranty applies to the AED trainer only, the AED trainer pads do need to be replaced periodically once they no longer adhere to the manikins.

    Q: What is the Red Cross Store return policy – for Eton Radios?

      Eton emergency products fall within the standard Red Cross Store return policy. They can be returned or exchanged within 30-days of receipt. After 30-days, the customer should consult directly with Eton regarding the warranty. Contact Eton directly at www.etoncorp.com.

    Q: What is the process for returning specific eLifeguard items? Where can customers obtain the eLifeguard return packing slip if misplaced?

      Most eLifeguard products adhere to the standard Red Cross Store return instructions. Due to the size of the below eLifeguard items, they must be returned directly to eLifeguard.

      Red Cross Tri-Fin Junior Rescue Board (760070)

      Red Cross Plastic Spinal Backboard with Head Immobilizer & Flotation Rods (760058)

      Red Cross Complete Rescue Backboard System (760067)

      Red Cross Complete Rescue Backboard + Deck Paddle and Velcro System (760068)

      Red Cross Pediatric Backboard Immobilizer (760071)

      Red Cross LG 500 Plastic Lifeguard Chair (760046)

      Please download the eLifeguard Return Packing Slip and follow the return instructions to initiate the return.

    Payment & Invoicing

    Sales Tax

    Q: When will the Red Cross begin charging sales tax on products and training courses?

      Starting on September 1, 2021, the American Red Cross will begin collecting sales tax on items sold through the Red Cross Store as well as training and services in states where it is required.

    Q: How will the Red Cross Store calculate sales tax on products?

      The Red Cross will be required to charge applicable state and local sales tax on orders shipped within the United States, protectorates, and territories as per state and local tax laws. For retail products sold on the Red Cross store, products will be subject to tax based on the shipping location entered on checkout.

    Q: How will the Red Cross Store calculate sales tax on training courses or services?

      Select states require the charging of sales tax on courses or services – whether they are online courses, in classroom or online + classroom courses or services such as Class Posting Service or Aquatic Examiner Service. Those course and service sales tax rules depend on the state tax rules and are subject to change.

    Q: What states will the Red Cross be registered to charge sales tax on for products?

      The Red Cross is currently registered to charge sales tax on products based on the ship to address in the following states. This list is subject to change and product taxability does depend on the state tax status on the product category(s) purchased: Alabama, Arkansas, California, Colorado, Connecticut, District of Columbia, Georgia, Hawaii, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Nebraska, New Jersey, New York, Ohio, Oklahoma, Pennsylvania, Puerto Rico, Rhode Island, South Carolina, Tennessee, Texas, Vermont, West Virginia and Wyoming.

    Q: What states will the Red Cross be registered to charge sales tax on for courses or services?

      The Red Cross is currently registered to charge sales tax on online courses based on the billing address in the following states. This list is subject to change and course taxability does depend on the state tax status on the course category(s) purchased: Connecticut, Hawaii, Puerto Rico, Tennessee, Texas, and West Virginia.

      For in classroom or blended learning courses, the sales tax is based on the location of the classroom portion of the course - this list is subject to change and course taxability does depend on the state tax status on the course category(s) purchased: Connecticut, Hawaii, Puerto Rico, Tennessee, Texas, and West Virginia. Certain courses may be taxable but other courses may not.

      Training providers that pay Class Posting Service fees for classes delivered in CT, HI and WV are subject to sales tax. In addition, the Aquatic Examiner Service delivered in CT, HI and WV are also subject to sales tax.

    Sales Tax Exemption

    Q: I just received an email about tax exemption survey, what should I do next?

      Please fill out the provided tax-exempt survey here.

      To allow our business customers the opportunity to let us know your organization is tax-exempt, we wanted to provide this email as notice. If you are not a tax-exempt organization, you can disregard this email and no further action is needed from you at this time.

    Q: After successfully registering as tax exempt, will all my orders be exempt from sales tax?

      After approval of your tax-exempt status by the Red Cross, all subsequent purchases made, by providing your Red Cross Tax-Exempt ID, will be tax free, if valid proof of exemption is on file for the state(s) where the items will be shipped and if your tax exemption status is valid without expiration.

      Additional documentation may be required in cases where you ship to a different state or are taking a taxable course in a different state.

    Q: What is my Red Cross Tax-Exempt ID?

      After your tax-exempt status has been approved by the Red Cross, we will provide you with a Red Cross Tax-exempt ID. This ID will need to be added on checkout to properly process your purchase as tax-exempt.

    Purchase Orders for Training & Services

    Q: My organization has issued a purchase order to the Red Cross for Training and Services and requires the Purchase Order number to be reflected on the invoice for payment to be made. How can we submit our purchase orders?

      Your organization needs to have an active agreement on file to submit a Purchase Order for training services. Contact your sales representative or the Training Support Center at

      to execute an agreement.

      If you have an active agreement, please email your Purchase Order for training to billing@redcross.org. Once the Purchase Order has been approved (10-14 days), we will record the information in our system. To ensure that the Purchase Order number appears on the invoice, it must be generated before training is delivered or course records submitted (the latter unless you are an instructor). If you are an instructor, you may enter the Purchase Order information in our system when you submit course records. You will need to provide the Purchase Order number, start date, expiration date and value.

    Q: How do you contact customer service for billing issues related to training classes and services?

      Training Services maintains two different teams of customer service agents. Those agents are located either at our Training Support Center (TSC) or at Billing Support.

      Billing Support
      billing@redcross.org
      (888) 284-0607
      Monday-Friday 9:00am-6:00pm (ET)

      Training Support Center
      support@redcrosstraining.org
      (800) 733-2767
      Monday-Friday 8:30am-9:00pm, Saturday 7:30am-8:00pm (ET)

    Q: Can I get a copy of the current Red Cross W-9?

    Q: Where should we mail our payments and other correspondence related to training and services received in conjunction with a training agreement?

      For training/services received in conjunction with a training agreement or supplies/products ordered through the Red Cross Store using a purchase order mail payments to:

      American Red Cross - Health & Safety Services
      25688 Network Place
      Chicago, IL 60673-1256

      Please be sure to include the remittance slip from the bottom of the invoice and/or list the invoice number(s) on the check.

    Q: Where do we submit forms that my organization requires the Red Cross to complete in order to be an approved vendor?

      Please email Billing Support at billing@redcross.org and attach the documents that need to be completed. Be sure to provide an address for the documents to be sent upon completion (physical or email). Note that if a document needs legal review by our contracting team, it may take longer to fulfill this request.

    Q: When can I expect to receive my invoice for training or from the Red Cross Store product purchases?

      We invoice four times monthly. We have created an Invoicing Calendar and will update it regularly for your reference.

    Q: We think we paid some invoices. Can we receive a statement of account to reconcile our outstanding invoices?

      Please email billing@redcross.org. or call Billing Support at (888) 284-0607. On your inquiry, include either the Org Id or Customer Number that is on your invoice. Please note that your training and product accounts are different, so be sure to include all customer numbers on your inquiry.

    Q: How do we correct the billing address or billing contact displayed on our invoices?

      Please email billing@redcross.org. or call Billing Support at (888) 284-0607. You will need to provide the name of the billing contact on file or supply other information about the account to validate the requested change. If this is a legal name change, send the request on company letter.

    Q: I made a prepayment or I have a credit balance. How do I use it??

    Q: Why were we invoiced for a training that was paid for with a credit card?

      Please call Billing Support at (888) 284-0607 or email billing@redcross.org. You will need to provide the order, invoice or the course record sheet number so that an agent can locate the transaction and confirm the duplicate charge. Please have the credit card receipt available also. A Credit Memo will be issued once the error has been confirmed

    Q: Can we pay our invoice with a credit card?

      Yes, please call Billing Support at (888) 284-0607 and we will be happy to assist.

    Q: How can we ask the Red Cross to investigate a missing payment? We paid our invoice, but we are receiving Past Due notices.

      Please email billing@redcross.org and provide a clear copy of the front and back of your cancelled check. Our agents will research and contact you with any additional questions. You will be notified that the payment has been applied to the invoice for which it was intended.

    Q: I received an invoice for training, but I don't think the training was taken (or conducted) by any of our employees?

      Please call Billing Support at (888) 284-0607 or email billing@redcross.org. Have the invoice number and order number or course record sheet number on hand. Tell the agent that you suspect the wrong organization was billed for training and why (e.g. not your instructor or not your students). The agent will open a case to investigate the issue and process a credit to your account if warranted.

    Q: My organization only wants to receive invoices by email. How can that be arranged?

      Please email billing@redcross.org. and provide your account Org Id and the email address where you should receive the electronic Invoice (eInvoice). We send an email that contains a link to the PDF of the invoice. eInvoices are sent on the same schedule as mailed invoices.

    Purchase Orders for Red Cross Store Products

    Q: My organization wants to buy products using a purchase order and be invoiced for them, what do I do?

      Effective January 2, 2018 the Red Cross has revised its policies for extending credit to organizations wishing to buy products from the Red Cross Store with a purchase order or on credit.

      o To qualify the following criteria will be considered:

      • The organization has no open invoices with the Red Cross for either Red Cross training or Red Cross Store products greater than 60 days past due
      • The organization's credit rating is low risk
      • If the customer is classified as Military or Government (federal, state, local and Native American Indian Tribes), or an Academic Institution (e.g. K-12, colleges, universities, trade schools) the minimum annual spending limits will be evaluated and may be waived.

      IMPORTANT: Only Red Cross Societies can place international orders. If the customer has an international order, please contact the appropriate Red Cross Society. International orders can only be placed using a credit card. International orders are not eligible to pay using Purchase Orders. We do not bill to international locations except US military bases (APO/FPO).

      Customers need to complete the Red Cross Store Purchase Order Form. The customer must attach their purchase order, and any other necessary documentation. The Red Cross Store will evaluate the submission based on the above criteria. If there are any issues, the Red Cross Store will reach out to the customer.

    Q: How does a customer use a Purchase Order to purchase items from the Red Cross Store?

      Customers need to complete the Red Cross Store Purchase Order Form, attaching the organization's Purchase Order, and any other necessary documentation. If customers have any questions or concerns regarding the process, please contact Red Cross Customer Service at 833-733-7763. Purchase order requests must include a Red Cross Store Login Email (if the customer already has established an account), shipping address, billing address, contact phone number, contact email address, the Red Cross Store item name, item number, item quantity and any promotional coupon codes.

      NOTE: If a returning customer (established credit after January 2, 2018), be sure to include the Red Cross Store Login Email.

    Q: How do customers attach multiple Purchase Orders to the same Red Cross Store Purchase Order Form?

    Q: Do customers need a Red Cross Store account before submitting a purchase order for their organization?

      No, when a customer completes the Red Cross Store Purchase Order Form, they will provide the desired Red Cross Store Login Email for the organization's account.

      NOTE: If the customer has already created an account for the organization, please include that Red Cross Store Login Email so that all orders remain connected to one account.

      NOTE: The Red Cross Store Login Email must be associated with the organization’s Billing Contact even if the order is being shipped to another address or contact and location.

      NOTE: Customers may use a generic accounts payable (AP) email address for invoice deliver but the billing contact should be a person's name with a unique email address.

    Q: How long will it take to process purchase orders submitted using the Red Cross Store Purchase Order Form?

      Purchase orders submitted through the Red Cross Store Purchase Order Form can take approximately 3 to 7 business days to review, approve the customer's credit application and process the purchase order.

      NOTE: Red Cross Store staff will reach out to the customer if it’s determined the submission to be incomplete, or if the customer is not eligible for invoicing.

    Q: How will customers be notified of the status of their Red Cross Store purchase order requests?

      Once a customer submits their Red Cross Store Purchase Order Form, the customer will be sent an email with a case number and further information. Once the order is placed, the customer will receive an order confirmation and their Red Cross Store purchase order case will be closed.

      NOTE: If the customer at any time has questions about their purchase order, please reply directly to the initial email, with the case number.

    Q: Where do customers enter coupon codes on the Red Cross Store Purchase Order Form?

      Customers should enter their coupon codes in Section 5: Promotional Coupon Code of the Red Cross Store Purchase Order Form.

      NOTE: If the customer does not include the coupon code at time of submitting their Red Cross Store Purchase Order Form, the Red Cross Store is unable to apply the promotional discount to the order. The Red Cross Store order will be shipped at the standard Red Cross Store retail price. Red Cross Store invoices will not be adjusted if a customer provides a coupon code after an order has been processed.

    Q: How should a Red Cross Store account be setup for an organization with two separate entities that share the same billing contact?

      If a customer requires separate invoices for each entity, the customer will need to set up two Red Cross Store Login Emails, which will have their own accounts set up.

      NOTE: If the customer can receive one invoice for multiple orders, each with a separate purchase order, the customer may establish one Red Cross Store Login Email for the account.

      NOTE: Customers cannot use the same Red Cross Store Login Email for two different accounts. If the customer needs further clarification about how to structure their account, please contact RCSPO@redcross.org. Red Cross Store staff will contact the customer to discuss the available options. The customer should include their name, organization name and phone number in the request.

    Q: What is the process for customers that are unable to submit purchase order documents through the online Red Cross Store Purchase Order Form?

      The customer must first complete the Red Cross Store Purchase Order Form.

      In Section 7: Additional Comment and Terms, the customer must state the purcahse order document and additional documents are being mailed to the below address:

      American Red Cross – Health & Safety Services
      25688 Network Place
      Chicago, IL 60673-1256

      Red Cross Store staff will receive an image of the supplied documents and process it upon receipt.

      Customer provided purchase order documents must list the below information:

      • Red Cross Store Login Email
      • Billing Contact First and Last Name
      • Billing Contact Email Address
      • Billing Contact Phone Number
      • Shipping Contact First and Last Name
      • Shipping Contact Email Address
      • Shipping Contact Phone Number
      • Promotional Coupon Codes
      • Special Shipping Instructions
      • Order Details
      • Purchase Order Information, if applicable
      • Red Cross Store Item Details (Item Number, Item Name, Item Quantity)
      • Purchase Order Number, id

      NOTE: Submitting purchase orders through the USPS will lengthen the process beyond the typical timeframe of 3 to 7 business days.

      NOTE: The Red Cross Store encourages customers to fill out the Red Cross Store Purchase Order Form and attach the purchase order.

    Q: How can a customer obtain a copy of the Red Cross W-9?

    Q: How does a customer establish the Red Cross Store as a vendor in their accounts payable system?

      If the customer’s company has a Red Cross Training Services training agreement, the Red Cross may already be established in the accounts payable system. If the customer is not sure, please email the forms the Red Cross need to complete to billing@redcross.org.

    Q: What information does a customer need to provide if a purchase order has been submitted and the customer established credit with the Red Cross Store after January 2, 2018?

      The customer must complete the Red Cross Store Purchase Order Form making sure the purchase order, and any additional documentation is attached.

      The customer must include the Red Cross Store Login Email that was established.

      NOTE: This information will ensure the Red Cross Store continues to have one account for the customer in our system.

    Do customers need to submit a new Red Cross Store Purchase Order Form for orders with a different shipping address?

      Yes, each time customers provide the Red Cross Store with a new purchase order, the customer’s credit standing is assessed. If the customer’s billing address has not changed but the shipping address has, the Red Cross Store will invoice the new order to the same account.

      NOTE: Please be sure to include the previously established Red Cross Store Login Email.

    Q: How does a customer update the balance of an existing purchase order for the Red Cross Store?

      If the customer has submitted a purchase order through the Red Cross Store Purchase Order Form, upon completion an automated email with a case number will be sent to the customer. The customer should reply to this email noting the appropriate change.

      NOTE: Please include any additional documentation such as an amended Purchase Order. Red Cross Store staff will work with the customer to make changes.

    Q: How does a customer determine the appropriate shipping charges to be included in their purchase order?

      Using the Red Cross Store, customers should create a shopping cart of the items they are seeking to purchase. When the customer views the cart, there is a list of potential shipping options and an estimate provided for shipping costs. The cost is an estimate and actual cost will be applied at the time the order is placed.

      NOTE: Customers are encouraged to include purchase orders that cover shipping charges as this will speed up processing. If no shipping cost is included the Red Cross Store will notify the customer, the least expensive shipping method has been selected for the customer’s order.

    Q: Does the Red Cross Store extend credit to individuals who wish to purchase Red Cross Store items?

      Currently the Red Cross Store only extends credit to businesses for the purchase of items from the Red Cross Store. Individuals may purchase Red Cross Store items and Red Cross training courses online by using the following:

      • American Express
      • Discover
      • MasterCard
      • Visa
      • PayPal

    Q: What occurs if a customer has multiple locations where orders will be shipped but the billing address is the same for all the orders?

      The Red Cross Store makes every attempt to only set up one customer account for each organization. Every time a customer submits a purchase order using the Red Cross Store Purchase Order Form, the customer should include the organization’s Red Cross Store Login Email. The customer will have one organizational account. When multiple orders are submitted to the Red Cross Store, they are fulfilled concurrently. The invoice will list the orders by fulfillment date displaying the shipping location and each purchase order separately. This will ensure the customer has a consolidated view of purchases.

    Payment & Billing for Red Cross Store Products

    Q: How does the Red Cross Store resolve billing issues?

      The Red Cross Store uses a case management queue system. When the customer contacts billing@redcross.org, the Red Cross opens a case to track the status of the customer issue from the initial report through a final resolution. Customers will receive at least two emails from the Red Cross Billing team related to the case. One of the emails will notify the customer a case has been opened. The other email will indicate the customer’s issue has been reviewed and closed out. The customer may receive additional phone calls or emails if more information related to the case is required.

      NOTE: If a customer has any questions or concerns related to the case they have opened, the customer can reply to the initial ‘Case Open’ email.

      NOTE: Red Cross Store invoices will not be adjusted if a customer provides a coupon code after an order has been processed.

    Q: When can a customer expect to receive their invoice for the Red Cross Store item related purchase?

      The Red Cross Store invoices customers four times a month. Red Cross Store item transactions are sent to billing upon fulfillment. Partial shipments may appear on the same or different invoices depending on the date of fulfillment. The Red Cross Store has created an Invoicing Calendar.

      NOTE: The invoicing calendar is updated regularly for both the Red Cross Store and Red Cross training courses.

    Q: Where do customers mail payments and other correspondence related to Red Cross Store?

      Red Cross Store payments should be mailed to:

      American Red Cross - Health & Safety Services
      25688 Network Place
      Chicago, IL 60673-1256

      Customers should include the remittance slip from the bottom of their invoice and/or list the invoice number(s) on the check. If the customer would like to set up ACH for payment, inquiries should be sent to billing@redcross.orgwith a subject line that includes: ACH Request.

    Q: What payment methods does the Red Cross Store accept?

      Red Cross Store accepts the following methods of payment:

      • Visa
      • MasterCard
      • American Express
      • Discover

      The Red Cross Store also accepts debit cards connected with either Visa and/or MasterCard. Purchase orders are also accepted for organizations, once they are approved.

    Q: When does the Red Cross Store charge a customer for a back ordered item?

      The Red Cross Store does not charge the customer until the order has shipped. If the customer orders an item that is on back order, the customer will be charged for that item once it is fulfilled from the warehouse. If the customer’s order includes both in-stock and back ordered items, the customer will be charged for the in-stock items first upon their fulfillment. Once the back ordered item becomes available, the customer will then be charged upon its fulfillment.

    Q: What occurs if a customer has multiple locations where orders will be shipped but the billing address is the same for all the orders?

      The Red Cross Store makes every attempt to only set up one customer account for each organization. Every time a customer submits a purchase order using the Red Cross Store Purchase Order Form, the customer should include the organization’s Red Cross Store Login Email. The customer will have one organizational account. When multiple orders are submitted to the Red Cross Store, they are fulfilled concurrently. The invoice will list the orders by fulfillment date displaying the shipping location and each purchase order separately. This will ensure the customer has a consolidated view of purchases.

    Q: What if a customer believes an invoice was paid and would like to receive an account statement to reconcile the outstanding invoices?

      The customer should contact Red Cross billing by phone at (888) 284-0607 or by email billing@redcross.org.. The customer should have their customer number found on prior invoices starting with PR and Organization ID. The Organization ID is present on the upper righthand corner of the invoice.

      NOTE: Red Cross Store accounts and Red Cross training accounts are different, please be sure to include all customer numbers on the initial inquiry.

    Q: How can customers obtain a copy of previously issued or outstanding invoices from the Red Cross Store?

      In order for customers to obtain a copy of previous or outstanding invoices, the customer should contact Red Cross billing by phone(888) 284-0607 or by email billing@redcross.org.

    Q: How does the Red Cross Store correct the billing address or billing contact displayed on invoices?

      The customer should contact Red Cross billing by phone (888) 284-0607 or by email billing@redcross.org. The customer will need to provide the name of the billing contact on file or supply other information about the account to validate the requested change. If this is a legal name change, the request should be on company letterhead.

    Q: Can customers pay their invoices with a credit card?

      Yes, customers can pay their invoices with credit cards. The customer should call Billing Support at (888) 284-0607.

    Q: Customer has paid their invoice but is receiving Past Due notices. How can the customer resolve this issue?

      The customer should email billing@redcross.organd provide a clear copy of the front and back of the cancelled check. Red Cross agents will research and contact the customer with any additional questions. Once resolved, the customer will be notified that the payment has been applied to the invoice for which it was intended.

    Q: How does a customer setup Automated Clearing House (ACH) payments with the Red Cross Store?

      If the customer has a form that requires completion from the Red Cross, email the form to billing@redcross.org. In the subject line type: ACH Request. The Red Cross agent will complete the request.

      If the customer would like to setup ACH and provide the organization's banking information to the Red Cross so that the Red Cross can pull funds from the account, please contact Billing Support at (888) 284-0607.

      NOTE: The organization must have already been approved for invoicing privileges to be set up as ACH customers.

    Instructor Support

    Q: Where can I find resources and support for Instructors?

    Q: How do I access the online learning if I registered by calling 800-RED-CROSS or via the Red Cross Learning Center?

      Once a participant is enrolled, they will receive an email from the Red Cross with a link to access the Red Cross Learning Center and the online class. If you did not receive that email, please contact the Training Support Center at

      . Please listen for the prompts for Training and Certification. You may also email support@redcrosstraining.org

    Q: How do I complete the First Aid CPR/AED Crossover Bridge?

      Go to the Red Cross Learning Center and view bridge programs available as well as qualifications needed to take an instructor bridge class. Search for and register for Instructor bridge courses on www.redcross.org/take-a-class. Once enrolled you will receive an email from the Red Cross with a link to access the Red Cross Learning Center and the online class.

    Red Cross Organization

    Q: Where can I give blood?

      Visit https://www.redcrossblood.org or call 1-800-GIVELIFE to find a blood drive, or to schedule an appointment to give blood in your local community.

    Q: How can I donate to the Red Cross?

      • Visit https://www.RedCross.org and click on the Donate Funds tab
      • You can also add a donation to your store purchase.
      • In times of a major disaster, we will also publish a number that you can text a donation to

    Q: Does the Red Cross sell Automated External Defibrillators (AED)?