Frequently Asked Questions (FAQs)

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Accounts / Registration FAQs

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Q: How do I create an account or get into my existing account?

A: At the top right hand corner of the screen there is a Log In link for returning customers and a Register link for new customers. Please note if you previously registered on the CE Express website, you are automatically registered on and can use the same email address and password to log in. 

Q: What if I forget my password?

A: Click Log In at the top of the screen, then click the Reset Password button. Enter your email address in the field provided. You will receive an email with instructions and a link to reset your password.  

Q: How do I change my password?

A: Once you're logged in to the site, go to My Account and click on the My Profile page. There you can change your password and other personal information.

Q: How do I change my name and/or email address?

A: These are critical identifying pieces of information on your account.  Please contact customer service at 800-953-8731 and we will be happy to assist you.

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Courses FAQs

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Q: What is the difference between "state-specific" and "state-required content"?

A: State-Specific courses are courses designated for and required by a specific state. These courses will always have a state name in the title (e.g., Pennsylvania Child Abuse Recognition and Reporting). State-Required Content courses are ones that will fulfill a content requirement designated by a state (such as Infection Control). There may be several different courses that fulfill a content requirement, but the courses themselves are not specific to any one state.

Q: How do I access and complete my course(s) online?

A: Once you have purchased your course(s) you will be directed to the My Courses and Certificates page. There you will see a list of all your courses (including ones previously purchased and completed) and instructions for completing for credit. Course materials, pre-tests, exams, evaluations and access to certificates can all be found on this page.

Q: How long do I have to complete a course?

A: Your course must be completed by the specified course expiration date. Please note our systems are set to Eastern Time, so an expiring course will no longer be available for credit after 11:59PM Eastern Time on its published expiration date. Course expiration dates are provided on course descriptions, on your My Courses page, and on the FasTrax answer sheet (provided with hard copy format purchases).

Q: What if I want to leave and come back another time to work on my course?

A: You can access your course(s) anytime by logging into your account and navigating to My Courses and Certificates. Course materials are available to read as many times as needed.

Q: Where can I find courses I previously completed with Western Schools?

A: Any courses you've completed under your current email address (username) appear on the My Courses and Certificates page in the 'Certificates' section. You can print certificates for previously completed courses from this page.

Q: How do I access my eBook?

A:  Click the 'My Account' tab and then click the 'My E-Books' icon to access your e-book(s). 

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Exams and Evaluations FAQs

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Q: How do I access my exam?

A: Log in to your account and navigate to My Account > My Courses and Certificates. Your current course materials and exams can be found here.

Q: Do I have to finish my entire exam all at once?

A: Your exam answers are automatically saved. You can close the exam and return to complete it anytime.

Q: Why is there a pretest on my course?

A: Some courses have a pre-test to help you assess your knowledge prior to studying the course materials. It is graded for your own information only, and you are not required to complete it.

Q: Why do I have to complete the evaluation?

A: Completion of the Evaluation is required by all accrediting bodies and ensures that learning outcomes/objectives were met in the course materials. Additionally, we use your evaluation responses to ensure the course is meeting the expectations of our learners.

Q: How do I access my course evaluation?

A: Once you have successfully passed the course exam with a 75% or higher, you will be directed to complete the Evaluation on the My Courses and Certificates page.

Q: If I mail or fax in my exam sheet, how long before I receive my certificate?

A: You will receive your certificate by mail within 7 business days after we receive your answer sheet. If you did not pass the exam, you’ll receive the second attempt answer sheet within 7 business days by mail. We also offer rush grading options for an additional fee. Note: If you fax your exam answer sheet to us, remember to print out and retain a confirmation of the successful fax transmission.

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Purchasing and Promotion FAQs

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Q: How do I use a promotion code from a catalog or email?

A: During checkout there is an area to enter a catalog or promotion code. Type the code in the box provided and click the Click to Add button. If the code is valid, you will see the discount reflected in your final cart prior to completing checkout.  Only one code may be used per order. Promotional codes generally cannot be used on sale items.

Q: How do I get the sale prices that I have seen in a catalog?

A: Catalog pricing is limited to a certain time period on the web, so it’s best to do your shopping as soon as possible after you receive it. When you view a product on the website, its current price displayed. If you’re shopping from an older catalog, the price may be different. If the catalog pricing has expired on the web, you can call 800-438-8888 to receive the pricing shown in the catalog through the expiration date noted on the back of the catalog.

Q: Why am I getting an error on my zip code at checkout?

A: The system has a built in zip code validation to ensure that your address is valid.  If you are entering the correct city, state, and zip code, your order should process.  If you live in Canada, be sure to enter your six character postal code with no spaces. 

Q: Where do I put my license number?

A: You are not required to enter your license number online until after you've successfully completed your course and wish to generate your certificate.

Q: Where can I find receipts for my previous Western Schools orders?

A: Log in to your account and navigate to My Reciepts.

Q: When can I expect to receive my course materials once I have placed my order?

A:  You can expect to receive your hard copy course materials within ten business days of placing an order. Overnight delivery of hard copy courses is available FOR SOME AREAS for an additional charge. Online courses are available within five minutes after purchase and can be found your account on the My Courses and Certificates page.

Q: What is your return policy?

A: If you’re not completely satisfied with your purchase, you may request an exchange or refund within 30 days of the original purchase (ship date on front). We do not refund shipping and handling charges. If you purchased items as part of a discount or special offer, your refund will be adjusted accordingly. Materials for which you have already received continuing education credit cannot be refunded.

Q: How do I return an item/request a refund?

A: Follow these instructions to get a refund for your purchase:

  1. Call our Customer Service team during regular service hours toll free at 1-800-618-1670
  2. Provide the item numbers you want refunded
  3. Confirm the items shipped within the last 30 days.
  4. Confirm you did not receive continuing education credit for the item(s) for which you're requesting refund(s).
  5. Provide reason for your refund request.
  6. Confirm refund method.

Q: How long will it take to get a refund?

A: You can expect your refund within 3 to 4 weeks from the time you call us. For credit card orders please allow up to two statements for your credit to appear. All credit card orders will be marked as returned and any exchange you make will be treated as a new order and a new charge will be applied to your credit card.

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Certificates FAQs

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Q: How do I print my certificate online?

A: If we have a valid license number on file, you will automatically receive an email with a PDF copy of your certificate after you've completed the exam and evaluation. If we do not have a valid license number, or you wish to print the certificate for a different license number, you can do so by navigating to the 'Certificates' section of the My Courses and Certificates page. Click the View Certificate button next to the course title to add or edit a license number. You can download the PDF of certificate or email an addiitonal copy to yourself.

Q: I need my certificate in less than a week – do you offer rush service?

A: The fastest way to get your certificate is to complete your exam and evaluation online, where certificates are available immediately after successful completion on the My Courses and Certificates page. For courses in hard copy format, there are two options for rush grading and delivery of your certificate: fax service or courier service. Payment must accompany rush grading requests in order to be processed.  We offer rush Fax Service and Courier Service on business days (Monday through Friday) for an additional charge. We accept Visa, MasterCard, Discover, and American Express. Please send your exam, with the completed Rush Grading request form, along with your credit card number and expiration date, and signature, via RUSH FAX to 1-508-894-0172. Remember to print out and retain a confirmation of your successful fax transmission.

Q: I mailed my exam answer sheet to you by the end of the month and my certificate is dated the first of the month. Can you change the completion date on my certificate?

A: Certificates are dated with the day we receive your exam, whether mailed, faxed, or completed online. To change the date of a certificate, without proof (i.e. a signed certified mail receipt or a fax confirmation) that it had been received by us earlier, would jeopardize our accreditation. To ensure that your certificate has the proper date, allow at least 10 business days for your exam answer sheet to reach us via regular mail (remember we do not receive mail on Saturday or Sunday) or fax it (and print out and retain a confirmation of the successful fax transmission).

Q: I completed my course online at 10:00pm PST but my certificate is dated with the next day, what happened?

A: Our computer systems are set for Eastern Time (ET). Certificates are dated with the date that your exam was graded according to Eastern Time.

Q: Will you submit my certificate to my state licensing board?

A: Unless requested by your board, we do not submit certificates directly to state licensing boards. It is your responsibility to provide a copy of your certificate to the board when necessary.  All certificates should be retained for your records, based on your state board's requirements.

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Licenses FAQs

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Q: Why do you need my license number?

A:  Most states require that your professional license number appear on your certificate of completion.  We respect your privacy and have many security measures in place to protect your personal information.

Q: I am licensed in more than one state – can I print multiple certificates?

A: You can print your certificates as many times as you like, with the licenses that you choose. After logging in, go to My Account > My Courses and Certificates to view, download, or email your certificates.

Q: I am a nurse in Pennsylvania. Why do you need my birth date and the last four digits of my social security number?

A: The state of Pennsylvania requires us to collect that information in order to report your successful completion of the Board-approved continuing education in the area of child abuse recognition and reporting (23 P.S. § 6383[b], commonly referred to as Act 31).

Q: When do I enter my license number?

A: After you have successfully completed a course, that course will move to the 'Certificates' section of the My Courses and Certificates page. Click the View Certificate button and you will be prompted to add, select, or edit your license number prior to the certificate being generated.

Q: How many contact hours does my state require to renew my license?

A: Contact hour requirements vary from state to state.  Click on the Accreditations tab for accreditation information.  Continuing Education requirements change from time to time.  We recommend that you contact your state licensing board for the most current information.

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Other FAQs

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Q: What device hardware or software do I need to take your courses?

A: Please ensure the computer / device you plan to use meets the following minimum requirements:

Required Device Hardware / Software

  • Operating Systems: Windows XP or higher, MacOS 9 or higher, Android 4.0 or higher
  • Internet Browser: Internet Explorer 9.0 or higher, Google Chrome, Firefox 10.0 or higher
  • Broadband Internet connection: Cable, High-speed DSL & any other medium that is internet accessible.
  • Device Screen Resolution: 320 x 480 or higher
  • Media Viewing Requirements: Adobe Reader, Flash Player & HTML5

Q: Are these courses accepted for continuing education for my profession in my state?

A: From the home page, select your profession and state to see a list of courses approved for you to complete. You can also visit the Accreditations page for approval information.

Q: Will you submit my course records to CE Broker?

A: Upon successful course completion, we submit course records to CE Broker on behalf of the following Florida licensees: Dental professionals, Nurses, Marriage and Family Therapists, Mental Health Counselors, Occupational Therapists, Psychologists, Respiratory Therapists, and Social Workers.

Records are also submitted on behalf of Nurses in District of Columbia, Georgia, South Carolina, and West Virginia, as well as Alabama Occupational Therapists.

We submit every Monday, Wednesday and Friday. During the last week of the months of April and July, we submit daily (business days only).

Q: What is the difference between ‘clock hours’ and ‘contact hours’?

A: These are several terms used to describe the awarding of hours for continuing education.  Nursing hours are based on contact hours.  Behavioral Health hours are based on clock hours.   1 clock hour = 1 contact hour.

Q: How many contact hours are there in 1 CEU?

A: 1 CEU is equal to 10 contact hours. 

Q: Will you make special accommodations for customers with disabilities who are interested in taking a course? 

A: We strive to ensure that all of its programs and services are accessible to people with disabilities, in accordance with the requirements of the Americans with Disabilities Act. Please contact our customer service department at 1-800-618-1670 if your disability requires that special arrangements be made in order for you to take our courses.

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Pharmacist FAQs

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Q: Where do I add my NPBP e-Profile number?

A: Upon completion of each course, NABP Record Submission details will be provided. You can also add it by visiting the Licenses & Certificates page, clicking the + button to add a license number, and selecting NABP from the License Type drop-down menu. Then add your NABP e-Profile number in the field provided.

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