• PHSS 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?

      For most Red Cross courses, you can take a Review or Challenge course to renew your certification. A Review course consists of an overview of the material in the program, followed by a test. A Challenge course is a testing session only, and there is no review or teaching component. Find a Review or Challenge course near you.

    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?

      If you'd like to learn more about becoming an instructor, please visit the Instructor Candidate Resources .

    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.

    Online Courses

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

      If you need assistance, call the Training Support Center at 1-800-Red Cross (1-800-733-2767) 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 800-Red Cross (1-800-733-2767) and follow the prompts for Training and Certification.

    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:

      • 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 1-800-Red-Cross (1-800-733-2767). 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 redcross.org/confirm 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?

      You will receive an email containing a link to your digital certificate once your instructor enters his or her class roster and has confirmed the basic class and participant information in the Red Cross Learning Center. Only participants with valid email addresses will receive an email. Participants who do not receive an email from the Red Cross can go to https://www.redcross.org/take-a-class/digital-certificate to obtain their digital certificate, on this page you can search by email address, name and course date or certificate ID.

      To use this tool, you must have the first and last name of the student, the zip code of the training location and the lastend date of the class. You can also print a copy of your digital certificate by logging into the Learning Center at https://classes.redcross.org. Once logged in, click on "My Learning" and then "My Transcripts". You can then click on the link titled "Print Certificate of Completion" next to the course name.

    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 redcross.org/verify 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 dateof 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: What is the shipping policy for wallet cards?

      A $7.95 shipping and handling fee is charged for each printed certificate request, and an expedited shipping option is also available for additional cost.

      Wallet card orders received before 3pm EST Monday thru Friday (excluding holidays) will be shipped the same day. Wallet card orders received after 3pm weekdays or on the weekend or a holiday will be shipped the following business day.

      Individuals who have successfully completed an American Red Cross class 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.

    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 does my purchase 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 you donate items to my cause?

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

    Q: Are your products latex-free?

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

    Q: Do you sell refills or replacement parts?

    Coupons & Discounts

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

      To redeem a promo code, type in your code in the Coupon Code field at the bottom of the screen, and click "Activate". If the code is still valid, a pop-up will appear confirming the discount will be applied to your shopping cart. 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 Credit Approval and Purchase Order form.

    Ordering Products

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

      PHSS 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
      PHSS@redcrosstraining.org
      (833) 733-7763
      Monday-Friday 7:30am-8:00pm, Saturday 8:30am-8:00pm (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 877-400-2286 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. If 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: Do you accept back orders?

      We accept back orders on some products. If a products is out of stock and we are accepting back orders, you will be allowed to place the item in your cart, but your item will be on back order status. We will ship your item when it arrives in the warehouse.

    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.

    Q: Do you charge sales tax?

      Sales tax is currently not charged for orders placed on the Red Cross Store or for products obtained in conjunction with training and services received. However, that is subject to change.

    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?

      Red Cross Store ships internationally using FedEx International. Please note any duties, tariffs or other government fees are the responsibility of the purchaser. Payment for internationally shipped orders are by credit card only. International orders will arrive within 2-3 weeks.

    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 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 placed before 1:30PM EST (for expedited shipping) would be processed and shipped within the next business day. Orders received after 1:30 PM EST for expedited shipping will be processed after 2 business days. Orders are shipped Monday - Friday, not including holidays. There is no weekend service.

      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 will arrive within 2-3 weeks

      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 actual 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 my shipping method cut-off times?

      Below are the approved cut-off times on store products

      For any Order that needs to be shipped by "FedEx Priority ", "Next Day" or the "2nd Day", all orders must be submitted latest by 3:00 PM ET of the same day.

      For any Order that needs to be shipped by "FedEx Ground", all orders must be submitted latest by 5:00 PM ET of the same day.

      For All International Shipment Orders that needs to be shipped by "FedEx", all orders must be submitted latest by 2:00 PM CST of the same day.

      For any LTL or TL Orders, all orders must be submitted latest by 5:00 PM ET of the same day.

    Q: When can I expect my apparel purchase to ship?

      Apparel items require 4 days prep time in addition to the shipping method chosen. For 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).

    Returns & Exchanges

    Q: Can I modify my order?

      We are unable to modify orders that have already been submitted. We cannot add products, change the product order, change the quantity of the product or change shipping address or shipping method once orders have been submitted. If you've placed an order and realize it is incorrect we can cancel the order if it has not already shipped and place a new order.

    Q: How do I cancel my order or a product within my order?

      We can cancel any order that has not moved to processing or has been shipped. To cancel your order you have two options :

      Option 1: Please Login with your user credentials, go into "My Account" and navigate to the Order Details History Page. Select the order which needs to be cancelled. If an Order has not been Shipped, there will be a "Cancel" hyperlink against each product (line item) of the Order. Please click on the "Cancel" link to cancel the requested product. If cancelling the entire order you will need to cancel each product within the order.

      Option 2: Please contact Red Cross Store customer service at 1-833-733-7763 or email request to support@redcrosstraining.org. The center is available Monday - Friday 7:30 am - 10:00 pm EST. Please have your order number ready. As with Option 1, if the order or a specific product within the order has entered the shipping process the product or entire order cannot be canceled

    Q: What is your return policy?

      The Red Cross Store has a 30-day return policy for unwanted items in new, unused condition. Refunds will be issued to your original method of payment within 7-10 business days after receiving the return to our warehouse. Please note shipping charges will not be refunded for unwanted items. 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.

      Once you receive your order from the Red Cross Store, please open the box(es) and inspect your order even if you do not intend to use the supplies immediately. If there is any error in your shipment or if you are missing products from your order please contact customer service (833-733-7763 or support@redcrosstraining.org).

      In case of a shipping error, packing error or defective Item, you will receive a refund of the entire Product price on the original form of payment as well as the shipping cost. To return the products contact the customer service center for a prepaid shipping label.

    Q: What if I change my mind after 30 days and my product is NOT damaged ?

      Returns and exchanges will only be accepted 30 days after your order was originally shipped.

    Q: What if I miss my Return Packing Slip - where can I download the return packing slip from?

    Q: What if I want to do a partial return?

      If you are dis-satisfied with the fulfillment of a part of an Order, Red Cross Store will refund the product prices of the returned products.

    Q: What is the process for returning merchandise?

      1. Complete the bottom half of your packing slip detailing what is being returned and the reason for the return

      2. Include the (1) return form and (2) copy of your original order confirmation in the return package.

      3. Ship to the warehouse address listed as "Red Cross Store". We recommend using a shipping method that may be tracked and insured

      4. Once we receive your return, we will refund (or credit your invoice) your order, excluding the original shipping charges.

      You will be notified via email once your return has been processed.

    Q: Where do I find my order confirmation number?

      If you have the original packing slip, this information will be contained within the document. If the document has been lost, you may go to https://www.redcross.org/store and login with your user credentials, Go into "My Account" and navigate to the Order Details History Page. Find your order and print out the page or add the confirmation number to the generic packing form.

    Q: What is your return address?

      For all items, please ship the return form and item to:

      Red Cross Store
      1620 E. Stateline Road
      Southaven, MS 38671

    Q: What is your warranty policy?

      Most products sold on the Red Cross Store do not come with a warranty. Damaged or defective items should be returned for a full refund or replacement.

    Q: What is your warranty policy regarding - 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. Please note that 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 your return policy regarding - Eton Radios?

      Eton emergency products can be returned or exchanged with the Red Cross Store within 30-days of receipt. After 30-days, consult the enclosed warranty to determine how to return or exchange a defective radio directly to Eton. If you purchased an earlier model that is now discontinued contact Eton directly at www.etoncorp.com.

    Payment & Invoicing

    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. Please contact your sales representative or contact the Training Support Center at 1-800-733-2767 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, we will record the information in our system to ensure that your training will be invoiced against it. Training Purchase Orders may take 1-2 weeks to process from receipt. They must be received before training is delivered or course records are submitted to ensure the purchase order number appears on the invoice.

    Q: Can I purchase training classes with Purchase Order?

      Yes, however you will need sign a Red Cross training agreement and establish invoice privileges. Please contact your sales executive, or email support@redcrosstraining.org and a representative will assist you.

      Please set up separate Purchase Orders for Training and Services Red Cross products

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

      PHSS 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
      PHSS@redcrosstraining.org
      (833) 733-7763
      Monday-Friday 7:30am-8:00pm, Saturday 8:30am-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.

      • For training, the day the transaction is entered in the Learning Management System will determine when it is invoiced.
      • For products, transactions will be sent to billing upon fulfillment.

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

      Please call Billing Support at (888) 284-0607 or email them at billing@redcross.org. On your inquiry, include the customer number and Org Id that is on your invoice. 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 call Billing Support at (888) 284-0607 or email billing@redcross.org. 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: What is the remaining balance on our pre-paid purchase order for training?

    Q: Why were we invoiced for a training that we already paid for using a pre-paid purchase order?

      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. A Credit Memo will be issued once the error has been confirmed.

    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: Can we get a list of students who were enrolled in a particular class?

      Absolutely. Here are your options:

      • If your organization is an Authorized Provider (AP) or Licensed Training Provider (LTP) and your instructor recorded your training in the Course Record Entry (CRE) system, also known as the Instructor Portal, you can view all of the details about any of the trainings listed for your organization within the portal. Inherently, Instructors can see all training records for their organization. If your organization wants to enable another person to look at records in the CRE they will need to be set up as a "Resource" in our Learning Management System. Contact the TSC by email at PHSS@redcrosstraining.org.
      • For training not conducted by an AP/LTP or not recorded in the CRE (e.g. Full Service or open-enrollment classes), please call Billing Support at (888) 284-0607 or email billing@redcross.org. Be prepared to provide an invoice number or order number and an agent will be able to locate and email copies of course records.

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

      At this time, we do not offer email invoicing; however, this service will be offered in the near future. If you would like to be on our list for notification when the feature becomes available, please email billing@redcross.org. and provide your Org ID and the billing contact's name, email address and phone number. We will contact you when the option is available.

    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. To qualify the following criteria will be considered:

      • The organization has no open invoices with the Red Cross (training or product) greater than 60 days past due,
      • the organization's credit rating is low risk, and
      • the organization purchases a minimum of $100 per order invoiced and a minimum of $500 invoiced annually from the Red Cross Store.
      • 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 : For international shipments you will be required to pay by credit card. We do not bill to international locations except US military bases (APO/FPO).

      You may complete the Red Cross Store Credit Approval and Purchase Order form and attach your PO document. We will evaluate based on the above criteria. If there are any issues, a representative will contact you.

    Q: How do I use a Purchase Order to buy products from the Red Cross Store?

      Complete the Credit Approval and Purchase Order form and attach your organization’s Purchase Order document. If you have questions, please contact a customer service agent at 877-400-2286. Purchase Order requests must include a login email (if you have already established an account please include on the form), both shipping and billing addresses, phone numbers and contact emails, and items and amount requested and any promotional discount code. Please do not mail Purchase Orders as this can create a delay.

      If you are a returning customer (established credit after January 2, 2018), to ensure that you do not have a duplicate account set up, be sure to include the Login Email and Customer Number (it beings with PR) that appeared on the invoice from prior orders.

    Q: Can I attach multiple Purchase Orders to the same Credit Approval and Purchase Order form?

      Only one Purchase Order document may be attached to the Credit Approval and Purchase Order form when submitted. If you need to submit multiple purchase orders concurrently, please complete the form for the first order and be sure to note in the Comments field that you will be sending in additional purchase order documents. After you submit the form, you will receive an email confirmation with a case number (#). Please reply directly to that email and attach any other purchase order documents. A representative will contact you to confirm receipt and process the additional purchase orders.

    Q: I purchased products from the Red Cross Store prior to January 2, 2018, do I still have to submit a Credit Approval and Purchase Order Form ?

      Yes, even if you previously purchased from the Red Cross Store prior to January 2, 2018, you are considered a new customer and we have implemented new credit approval processes. Please complete the Credit Approval and Purchase Order form.

    Q: Do I need to have an Account before I submit a Purchase Order for my organization?

      No, when you complete the Credit Approval and Purchase Order form, you will provide your desired login email for your organization’s account. If you have already created an Account for your organization, please be sure to include that login email address so that all your orders remain connected to one account. The login email address must be associated with your billing contact even if your order is being shipped to another contact and location. You may use a generic 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 my Credit Approval and Purchase Order form ?

      It will take approximately 3-7 business days to review and approve your credit application and process your Purchase Order. If there are any issues, such as incomplete information or eligibility, you will be contacted by a representative.

    Q: How will I be notified of the status of my PO Request?

      After submitting the Credit Approval and Purchase Order form, you will be sent an email with a case number and further information. When your order for items has been submitted you will receive an order confirmation and the original case will be closed. If you have questions about your Purchase Order, please reply directly to the email with the case number so the appropriate service representative may address your inquiry.

    Q: I have a promotion code, where do I put that on the Credit Approval and Purchase Order form to ensure I get my discount?

      Please enter your promotion code in the Comments and Terms section on the Credit Approval and Purchase Order form. If you do not include it at time of submission, we cannot apply the promotional discount to your order and it will be shipped at standard retail prices.

    Q: I am the billing contact for two separate entities within my organization, how should I set up my Red Cross Store account?

      If you require separate invoices for each entity, you will need to set up two Log in Ids and you will have two accounts set up. If you can receive one invoice for multiple orders, each with a separate purchase order, you may establish one login email for the account. You cannot use the same login email for two different accounts. If you need further clarification about how to structure your account you may email your inquiry to RCSPO@redcross.org and a representative will contact you to discuss the available options. Please include your name, organization name and phone number in the request.

    Q: My organization sends purchase orders by U.S. postal mail. Where should I mail the purchase order?

      We encourage you to attach the Purchase Order to your Credit Approval and Purchase Order form or email the purchase order to RCSPO@redcross.org. Sending your PO by USPS will add many days to the order process. We recommend you complete the Credit Approval and Purchase Order form and note in the Comments that the Purchase Order is being mailed to the address below.

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

      We will receive an image of the purchase order and process it upon receipt.

    Q: The Red Cross Store needs to be established as a vendor in our Accounts Payable system. I need you to complete our forms and be provided a copy of the Red Cross W-9 Form.

      If your company has a Red Cross Preparedness Health and Safety Services (PHSS) training agreement, we are probably established in your Accounts Payable system. If you are unsure, please email the forms we need to complete to billing@redcross.org. You may access a current copy of the W-9 here.

    Q: I submitted a Purchase Order to customerservice@redcrossstore.org, prior to January 2,2018 and have not received my order or an invoice. What should I do ?

      Please email customerservice@redcrossstore.org or call Customer Service line at 877-400-2286 and include your order number, customer name, phone, and email with a short description of your customer issue. A representative should respond to your inquiry within 24 hours.

    Q: What information needs to be provided if I already submitted a purchase order and established credit with the Red Cross Store after January 2, 2018 ?

      Please complete the Credit Approval and Purchase Order form and attach your Purchase Order document. Please be sure to include the Log in email you established or received for your account and if possible the Customer Number that appeared on your invoice (it begins with PR). This will help us ensure you continue to have one account in our system.

    Q: I purchased products from the Red Cross Store prior to January 2, 2018, do I still have to submit a RCS Credit Approval and Purchase Order Form?

      Yes, even if you previously purchased from the Red Cross Store prior to January 2, 2018, you are considered a new customer and we have implemented new credit approval processes. Please complete the Credit Approval and Purchase Order form.

    Do I need to submit a new Credit Approval and Purchase Order form when I have a different Ship To Address for my next order?

      Yes, each time you have a new purchase order, your organization’s credit standing is assessed. If your Billing address has not changed but the Ship to address has, we will invoice the new order to the same account. Be sure to include the previously established login email and Customer Number from your invoice.

    Q: What do I do to update the balance of an existing PO ?

      Please email any changes you wish to make to an open purchase order to RCSPO@redcross.org. Please include any additional documentation such as an amended Purchase Order. A representative will work with you to make changes.

    Q: How do I determine shipping charges so I have that amount included in the Purchase Order ?

      You may create a shopping cart of your items. When you view that 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. Unless a shipping method is requested, we will select the least expensive shipping method for the order. Please note in the Comments section if you have included your Shipping charges on your Purchase Order but it is not required.

    Q: Do you extend credit to individuals for purchasing products?

      At this time, we only extend credit to businesses for the purchase of products from the Red Cross Store. You may purchase products and courses online by using

      • American Express
      • Discover
      • MasterCard
      • Visa
      • PayPal

    Q: I have multiple locations where I will have orders shipped but the billing address is the same for all the orders, what do I need to do ?

      We make every attempt to only set up one customer account for organizations who have one billing address and multiple ship to addresses. Each time you submit the Credit Approval and Purchase Order form, be sure to include your Login email address and the Customer Number from your invoice (it begins with PR). You will have one organizational account and if multiple orders are submitted and fulfilled concurrently, the invoice will segregate the orders by fulfillment date and display the ship to location and each purchase order separately. This will ensure you have a consolidated view of your purchases.

    Q: My Company’s Accounts Payable department prefers invoices to be emailed, how do I set up for my product purchases?

      The electronic delivery is an email with an embedded link to a PDF of your invoice. When you complete the Credit Approval and Purchase Order form, be sure to select the option for Email Delivery. We can send a copy to your Accounts Payable department by indicating that email address in the "invoice delivery address" field on the form. If you have already have an account established and would like to change your invoice delivery method, please email billing@redcross.org. and provide the email address and all Red Cross account #s that appear on your invoices.

    Payment & Billing for Red Cross Store Products

    Q: How do you contact customer service for billing issues related to Red Cross Store products and services ?

      PHSS maintains two different teams of customer service agents to support Red Cross Store purchases.

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

      Billing Support
      billing@redcross.org
      (888) 284-0607
      Monday-Friday 8:30am-6:00pm (ET)

    Q: How do you resolve billing issues?

      We use a case management system to work through customer billing issues. When you email billing@redcross.org, we open cases to track the status of your issue from the initial report through the final resolution. Generally, you should receive at least two emails from our billing agents about your case; One to indicate that a case has been opened, and one to indicate that the issue has been resolved. There may be other emails or calls if additional information is needed. If you have question about your case, you can simply reply directly to the 'Case Open’ email or the most recent related email and we will be able to respond to your question quickly.

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

      We invoice four times monthly. For products, transactions are sent to billing upon fulfillment. Partial shipments may appear on the same or different invoices depending on the date of fulfillment. We have created an Invoicing Calendar for training and Red Cross Store and will update it regularly for your reference.

    Q: Where should we mail our payments and other correspondence related to Red Cross Store product purchase orders ?

      For Red Cross Store payments of an invoice please mail 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. If you would like to set up ACH for payment, please email your inquiry to billing@redcross.org and in the subject line please state: ACH Request.

    Q: What payment methods are accepted?

      Red Cross Store accepts:

      • Visa
      • MasterCard
      • American Express
      • Discover
      • Debit cards connected with either Visa or MasterCard
      • We also accept Purchase Orders once approved.

    Q: When will I be charged for a back ordered item?

      The Red Cross Store does not charge until the order is shipped. If you order an item on back order you will be charged for that item when it leaves the warehouse. If your order includes both in-stock and back ordered items you will be charged for the in-stock items when they ship, then later for the back ordered item and all shipping charges when they become available.

    Q: My Company’s Accounts Payable department prefers invoices to be emailed, how do I set up for my product purchases?

      The electronic delivery is an email with an embedded link to a PDF of your invoice. When you complete the Credit Approval and Purchase Order form, be sure to select the option for Email Delivery. We can send a copy to your Accounts Payable department by indicating that email address in the "invoice delivery address" field on the form.

    Q: I have multiple locations where I will have orders shipped but the billing address is the same for all the orders, what do I need to do ?

      We make every attempt to only set up one customer account for organizations who have one billing address and multiple ship to addresses. Each time you submit the Credit Approval and Purchase Order form, be sure to include your Login email address and the Customer Number from your invoice (it begins with PR). You will have one organizational account and if multiple orders are submitted and fulfilled concurrently, the invoice will segregate the orders by fulfillment date and display the ship to location and each purchase order separately. This will ensure you have a consolidated view of your purchases.

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

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

    Q: How can we get a copy of previously issued or outstanding invoices?

      For a copy of an invoice or information about your outstanding balance, please call Billing Support at (888) 2840607 or email billing@redcross.org.

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

      Please call Billing Support at (888) 284-0607 or email billing@redcross.org. 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: 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: How do we set up ACH payments with the Red Cross?

      If you have a form that requires completion from us, please email the form to billing@redcross.org and in the subject line state: ACH Request. An agent will complete it and return it to you.

      If you want to set up ACH and provide your organization’s banking information to us so that we can pull funds from your account, please call Billing Support at (888) 284-0607. Note that organizations 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?

      Instructor's Corner is the main source of instructor resources, collaboration and support. Support includes the ability to submit a case online or chat with a service representative. Go to Instructor's Corner at https://www.instructorscorner.org If you are a certified Instructor, you have received your login credentials If you do not know your password, there are instructions on the log in page for resetting your password.

    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)?