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Frequently Asked Questions

At ACTEX Learning/Mad River Books, we believe the customer service experience extends well past the checkout. We work hard to provide our customers with a positive and efficient shopping experience as well as a sense of security and confidence throughout those long hours of study. We welcome your questions, thoughts or concerns. We are available in-office Monday - Thursday 8:30 a.m. - 5:30 p.m. Eastern Time, and Friday 8:30 a.m. - 5:00 p.m. Eastern Time. You may also find your answers below at any time.

Customer Service

Customer Service is available by telephone at (860) 379-5470 or toll free at (800) 282-2839 and by email Monday - Friday, 8:00 a.m. - 5:00 p.m. Eastern Time. You may also send any inquiry to us by fax or regular mail using the information provided below. We look forward to hearing from you!

ACTEX Learning
Mad River Books
4 Bridge Street
PO Box 715
New Hartford, CT 06057
(860) 379-5470 Phone
(800) 282-2839 Toll Free
(860) 738-3152 Fax
Email Us

Ordering

ACTEX Learning and Mad River Books offer 5 convenient options for placing an order:

  1. Online - Order securely online 24 hours a day, 7 days a week at our website: www.actexmadriver.com.  From our website shopping cart you may receive rewards and savings with our IPASS program.
  2. Email - Email your order directly to our sales representatives using our Electronic Order Form.**
  3. Phone - Place your order directly with the ACTEX Sales Team Monday – Thursday, 8:30 am – 5:30 pm and Friday, 8:30 am – 5:00 pm Eastern Time at (860) 379-5470 or toll free at (800) 282-2839.  Please be sure to check our holiday schedule.
  4. Fax - Complete your order form and fax it directly to the ACTEX Sales Team at (860) 738-3152.
  5. Mail - Mail your completed order form, along with your check, money order* or credit information to: 

ACTEX Learning
4 Bridge Street
PO Box 715
New Hartford, CT 06057


*Please note, checks must be in U.S. funds and drawn on a U.S. bank.

** Please note, in order to use the electronic order form you must have the latest version of Adobe Acrobat (8 or higher) installed on your computer.

We accept VISA, MasterCard, Discover and American Express credit cards. We also accept check and money order payments in U.S. funds drawn on a U.S. bank and made payable to ACTEX Learning or Mad River Books.

Please note: ACTEX Learning and Mad River Books do not accept gift cards or electronic bank/wire transfers.

Corporate Account customers may be eligible to order using a Purchase Order. Please contact us for details.

Orders within the U.S. are not taxable, with the exception of orders shipping to the states of Connecticut and Kentucky. Orders being shipped to Connecticut will be charged a 6.35% state sales tax. Orders being shipped Kentucky will be charged a 6.0% state sales tax.

For international orders: please note that any applicable duties and taxes are the responsibility of the consignee and are not included in the shipping charges.

ACTEX strives to offer the lowest possible prices for our materials for students worldwide. However, full-time college and university students will receive discounts on certain items. When a product has a “View Discounts” option on the Order Selection page, it will provide the details of the discount offer at the bottom of the product description page. Your current student status will need to be verified for discount eligibility so please contact the bookstore to place discount orders.

Please note that we do offer Value Packages for many of our products. You will receive a significant savings by purchasing your materials in these packages.

When placing your order online, be sure to enroll in our IPASS Program. It's free to join and you will earn points with each online purchase.

Please note that ACTEX is not affiliated in any way with the Society of Actuaries Discount Program. For more on this program, please visit www.soa.org.

Discounts may be available for book resellers and corporations. Discounts on electronic products are limited to only ACTEX published products. To see if you qualify for our Preferred Corporate Accounts program please click here.

If you would like to cancel your order, please contact us immediately. Orders placed Monday through Friday before noon Eastern Time ship the same day. The sooner you contact us, the better chance we have to stop the shipment.

ACTEX works hard to keep our website updated with the expected due date of backordered products. It is a good idea to pre-order your manuals or textbooks even if they are backordered. When inventory arrives, backorders will be given priority and are filled and shipped first. If you do not pre-order, there may be further delays.

Please note: when a backordered item is purchased, the credit card is charged at the time the item ships. In this case, you will be charged full price for the Value Package at the time your order is placed.

Only pre-approved bookstores and Corporate Accounts may order using a purchase order. All other orders require prepayment.

Yes, your credit card is secure when ordering from ACTEX Learning/Mad River Books. Our web server takes all the necessary steps to protect your personal information, including your credit card number, from being intercepted during transmission. If you prefer not to place your order online, you may always place your order by phone at (860) 379-5470 or (800) 282-2839, Monday - Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.

Shipping

For detailed information on shipping policy and procedure, please view the ACTEX shipping information page.

At ACTEX, it is our goal to fill and ship orders quickly and efficiently. Orders placed before 12:00 pm ET during regular business hours will be shipped that same day. Orders placed after 12:00 pm ET will be shipped the following day. Orders placed outside of regular business hours will be filled and shipped the following business day. Please review our holiday schedule. (ACTEX reserves the right to occasionally close for an ice cream run!)

Domestic orders (within the Continental United States) are shipped via UPS Ground or Priority Mail. Delivery timeframe is 1-5 days depending on location. Feel free to contact us for an estimated delivery timeframe.

International orders are shipped via UPS Worldwide Express and can be expected for delivery within 2-3 business days.

Please note that UPS will not deliver to these addresses.

Canadian and other international orders will be charged actual costs as designated by the carrier. Orders shipping to Canada will be subject to a minimum shipping charge of $31.95. The minimum charge for other international locations is $38.75.

Please note that any applicable duties and taxes are the responsibility of the consignee and are not included in the shipping charges. Mad River Books reserves the right to adjust shipping charges at the time of order processing to reflect actual shipping cost. Customers will be contacted if changes to shipping charges are anticipated.

ACTEX offers express shipping by UPS. Customers will be charged the actual shipping charges as designated by the carrier. Please contact us for prices and availability. For same-day shipping, please place your order by 12 p.m. Eastern Time.

For all UPS shipments, a tracking number will be included in your shipment confirmation email. You may track your package with UPS by clicking here.

UPS generally requires a signature at the time of delivery for all packages shipping to a commercial or residential address. You may, however, request for your package to be driver released with no signature required.

Please note: ACTEX Learning and UPS are not responsible for any lost or damaged packages if you have requested your package to be left without signature confirmation.

We apologize for any order that has not been delivered correctly or in excellent condition. Customers must notify ACTEX of any damage or discrepancy within 5 days of receipt of their order. If the package appears to have been damaged in transit, please retain the original packing materials as they may be required in order for us to submit a claim to the carrier. Please contact us by email or phone to report damages or discrepancies.

Returns

Returns will be accepted within 30 days of the invoice date. Please include a copy of your invoice along with your return. Shrink wrapped materials must be unopened and all products must be free of any noticeable wear or damage.

Any electronically distributed study materials are not eligible for refund, including Bundles with electronic components.

Bargain books and books on sale are sold "as is," and are final sales, not eligible for return or refund.

No study manuals or textbooks that have opened CD ROMS will be accepted for return.

Bookstores & Distributors Return Policy:

For accounts in good standing, we will accept merchandise within the following limits:

  1. A written request for authorization to return merchandise must be submitted.
  2. Returns of textbooks will be accepted within six months of the invoice date of purchase, and study manuals will be accepted within three months of the invoice date.
  3. No more than 25% of any title purchased may be returned. For distributors, no more than 10% of study manuals may be returned.
  4. Returned stock must be in suitable condition for resale.

If a title or edition is scheduled for discontinuation, returns will not be accepted. We will do our best to notify customers of such edition changes at the time of shipment.

Please address all returns to:
ACTEX Learning Returns
150 Shelton Lane
Russellville, KY 42276

Return shipping charges are non-refundable. However, if the return is a result of a shipping error on the part of ACTEX, we will assume responsibility for return shipping costs (excluding express methods of shipping). Additional shipping costs such as tracking service and insurance is at the customer's discretion and will not be refunded.

As soon as we receive your returned materials, we will issue a credit for the full cost of the item. Please note that it may take from 5-7 business days for credits to appear on your credit card statement.

ACTEX reserves the right to offer a partial refund or refuse a refund for items displaying obvious wear and tear.

Returns are not available for most electronic products. Online courses and seminars may be eligible for a refund. Please contact us for details.


Online Courses & Live Seminars

If you register for a live seminar, we will email registration confirmation to the seminar provider. Please allow up to 72 hours for the seminar provider to contact you.

If you have not received your email confirmation in this timeframe, please contact us.

A hard copy of your invoice will always be sent to you through the mail. Please feel free to contact us if you would like to have a copy of your invoice emailed or faxed to you.

Login information for the ACTEX online course forum will be sent to all students via email on the day prior to or the first day of the course.

Login information for the ACTEX online course forum for students registering after the first day of the course will receive an email the next business day (as soon as possible after the order is placed).

At this time ACTEX Online Courses are not limited to a particular number of "seats". Registration will remain open until the course begins. To ensure preparedness, we recommend registering as early as possible.

ACTEX online courses are conducted as a forum or message board that allows students to access information at their own convenience within a loosely structured timeframe. Instructors will have prearranged, "live," office hours weekly. Quizzes and assignments will be designated particular due dates. For more information on online course schedules, please review the "student responsibilities," paragraph in each individual course description.

Online courses which culminate in a final exam require students to have a proctor for the exam. The proctor's responsibilities include receiving and returning the exam package (at no charge), documenting student activity during the exam and remaining in the exam room throughout the exam period. Proctors must hold a designation of ASA, FSA, ACAS or FCAS. Proctors will not receive monetary compensation from ACTEX.

Students are responsible for obtaining their own proctors. Students who are taking the course at the expense of their employer will generally be assigned a proctor by their employer. Students who are taking the course independently may benefit from visiting the Society of Actuaries website at www.soa.org.

Following the completion of the course, passing grades are sent electronically to the Society of Actuaries. Grades are then mailed to students in letter form, with instructions for applying for VEE credit.

Withdrawals and non-passing grades are not sent to the Society of Actuaries.

Students who are unable to achieve a passing score may retake the entire course, or the final examination only, at no additional charge. This offer does not include course materials including the textbook or software subscriptions.

If the student does not pass the course after the first retake opportunity, the student must enroll in the course without a discount.

Products

Look closely at your shipment confirmation. It should indicate the method of shipment to be "electronic," or "free." This indicates that the product has been emailed to you, not physically shipped.

For products published by ACTEX or ASM, emails with access keycodes and instructions are sent within 24 hours of ordering. With the keycode, you can access your content via the My Learning Tools link when you're signed into your ACTEX | Mad River Books account. If you have not received an email and have placed your order within regular business hours, please check your spam and junk mail folders. Some internet service providers will reroute emails containing attachments or downloadable material.

Other electronic products are sent directly from the instructor or publisher. Items such as these require a 72 hour delivery timeframe.

ACTEX & ASM Preliminary Exam Study Manuals purchased through authorized retailers purchased after June 1, 2017 include StudyPlus+ digital bonus materials. You can access your StudyPlus+ Bonus materials by visiting actuariallearning.com and entering your unique key code, which is included in printed manuals near the front cover, or sent by email with electronic manuals. Learn more about StudyPlus and accessing your bonus materials.

Every student has a different style of learning, which is why we offer manuals and texts in such a wide variety! If you are not sure where to start, we recommend visiting the following websites: www.soa.org or www.beanactuary.org.

Product Previews are available for many products we carry. Simply click on the Product Preview button on the products description page. These are a great way to see which author's style suits you best.

No, you must order the SOA and CAS study note packages directly from the SOA and the CAS.
www.soa.org Society of Actuaries
www.casact.org Casualty Actuarial Society

You may fill out the Customer Feedback form. The information will be reviewed and sent to the appropriate author for confirmation. Corrections will be made available in an errata list on this site.

We always recommend working with the most recent study materials for any exam. Changes in syllabus may occur throughout the years as well as clean-up of errata and the addition of beneficial material. It is always best to be safe and use the manual edition that is intended for the year of your exam.

You can find the instructions by selecting your model number below:
TI-30XS MultiView
TI-30XIIS
TI-BAII Plus
TI-BAII Plus Professional

Other

Visit our 2018 Exam Changes page for more information about the new exams, timing and transition rules, and relevant links to the SOA and CAS websites.

On our website select the items you wish to purchase by adding them to your shopping cart. Next, go to secure checkout. You will be prompted to enter your username and password. This will bring up your customer profile. Make sure that the information is correct. This page will also display the number of IPASS points you have available. Click "continue." You will see a window asking how many points you would like to apply to the order. Input the amount you would like to apply and click "continue." You will then be prompted for your credit card information to complete the transaction.

For full information or to request a desk copy please click on this link.

We are always interested in new textbook ideas, and occasionally have openings for authors of existing products. Please send an e-mail to stephen@actexmadriver.com with specifics on your interest and expertise.