Frequently Asked Questions
When will my order be shipped?
Credit card orders:
Regular service: 5-7 business days Express service: 3-5 business days
Bank transfers or cheques:4-6 weeks
When will new editions and/or updates be issued?
Production timeframes vary. The best way to ensure you will receive an update is by either establishing a standing order, or you can wait to receive a notification from us and order online at that time. You can also verify the online catalogue information and/or the eCommerce site to determine availability.
Automatic processing of updates is handled by setting up a standing order account, or the customer can refer to the online Publications Catalogue and/or the supplements to the Catalogue to determine availability. Updated information will also be generated automatically by this website and sent to you via email for any items that you previously purchased. However, under this method, you will have to go online to order.
How can I obtain a quote?
Customers can now register online to obtain pricing information.
How do I find information/status about a refund?
All refund requests are submitted to our finance department for approval. Once the approval is given, an email confirmation will be sent indicating that your refund was processed.
Will I receive a refund or back order for the missing items (for bank transfer and cheque payments)?
Yes, a refund will be issued by FIN for the items not received
How can I change my shipping/billing address?
This can be done by updating your user profile on the website.
How do I cancel my standing order?
Cancellation of standing orders must be done in writing via email to firstname.lastname@example.org
What is the method and cost for shipping and handling?
All ICAO orders are shipped via designated ICAO courier services only.
Shipping and handling costs are calculated as follows:
Regular courier service: $25 minimum or 10% of gross order value greater than $250.
Express courier services: $35 minimum or 15% of gross order value greater than $250.
How do I renew my electronic subscription?
Subscribers can set up a standing order account or prepare a new order on the eCommerce site once they receive notification that their subscription has expired.
What group do I subscribe to electronic publications?
Instructions are provided at the bottom of the email that’s sent to the customers when they submit a request to create a new account on the ICAO portal.
Does ICAO charge taxes?
No, ICAO does not charge taxes on items purchased.
Can we purchase or pick up the documents at the headquarters?
Yes, ICAO has a sales counter located on its premises.
What is your refund policy?
Refunds are for hard copy Publications orders only. No refund will be given for CD-ROMs and/or individual electronic file purchases. Customers have up to 30 days to request a refund in writing (email accepted) for an entire order and/or items purchased. ICAO will charge a 25% restocking fee. The buyer must pay the shipping costs to return the item(s) to ICAO. Refunds will be processed upon receipt of item(s) returned.
How do I become a reseller of ICAO Publications?
ICAO welcomes interested parties who would like to resell ICAO Publications/services. To join our network of resellers, please submit a request to email@example.com along with the name, full civic address, telephonenumber, fax number, and email address of your business along with the name of the contact person with whom we can communicate.
Please note that a brief description of your customer base and promotion/marketing plan will expedite the approval process. Discounting on reseller orders will vary on a case by case basis.