Where is my password?
You may be surprised to find no password within your welcome pack. Please do not worry! Your password is unique, and is printed on the envelope in which the software was sent.
If you have lost or disposed of your envelope, please contact us (see contact us page).

When will I receive my order?
All orders are dispatched by first class post on the same day if ordered before 15:30, meaning you should receive it by the next day. This is not a recorded service, so next day delivery cannot be guaranteed, particularly during busy postal periods (i.e. Christmas or during Royal Mail strike action). Orders made after this time will be dispatched the following working day. Working days are Mon-Fri only.

My order hasn't arrived, is there a problem?
All orders are dispatched by first class post on the same day if ordered before 15:30, meaning you should receive it by the next day, but this is not always the case as Royal Mail only guarantee that it will arrive in 1-2 working days (meaning if you order at 4pm on a Friday, you may not receive until Tuesday). Please also check that your PayPal payment was not sent to us as an eCheque. An eCheque can take up to 10 days to clear, after which time your item will be despatched.  Finally, we find a lot of customers order and pay by PayPal without first checking which postal address is linked to their PayPal account. If you have more than one address, or have recently moved address, please check that your alternative/previous address has not been sent to us via PayPal. Contact us immediately if this is the case.

What are the costs of postage?
Postage is just £1.99 per item
.

Do you offer a postage discount if I order multiple items?
No, there is a set postage fee payable for each individual item ordered UNLESS you order one of our special offer products which consist of 2-3 bundled products with just one P&P cost.  These are clearly shown on the product pages and must be purchased from the 'Special Offer' box, otherwise the discount will not apply and cannot be subsequently applied once your order has been made.

How do I make payment?
All payments are processed by PayPal. This is the quickest, easiest and most secure way of making online payment. You can pay with any of the following methods (or by using your PayPal balance, if you already have an account):

           

Do I have to use PayPal to make my payment?
Yes, we do not accept any other form of payment.  Please do not contact us requesting to pay by cheque or cash, as we cannot accept this method of payment.

Can I order your products from abroad?
Yes, all products are specifically made for the UK police service, but we understand that this may still be of interest to those overseas. Please email for postage costs.

Are your products useful for those in Scotland or MOD police?
Yes, particularly in relation to the recruitment process, which is identical for MOD police, and very similar for Scottish forces.

My item arrived, but it is broken or doesn't seem to work properly. What can I do?
Firstly, if you are having problems running your CD-ROM, please see the question below (How do I run the CD-ROM?). If this doesn't answer your question, please contact us.  Providing you contact us within 14 days of placing your order, we will be happy to replace your item.  Occasionally, we may ask that you pay postage costs and/or return the faulty/broken item to us, depending on the circumstances.

An item I wish to order is out of stock. When will it be available?
Some of our items are out of stock as they are under extensive development. All items shown as out of stock will have an 'available by' date below. This is updated regularly, so you do not need to email to ask:

OSPRE Part 1 Q&A:                           Sept 2016
OSPRE Part 1 Notes:                         Sept 2016
OSPRE Part 1 Special Offers:             Sept 2016
NIE Q&A:                                         Sept 2016
NIE Notes:                                        Sept 2016
NIE Special Offers:                            Sept 2016

I contacted you using the form on your website or by email, and haven't had a response yet. Why?
Because of the fluctuations in the level of demand for our items (i.e. when all police forces begin recruitment drives or when a police exam draws closer), we are sometimes inundated with customer contact. We endeavour to reply to all emails within 48 hours, but this isn't always possible. If you haven't heard from us within 7 days, it could be that your email was rejected for some reason, so please try again.  Please also check your spam/junk mail folder, as our reply to you may have been wrongly filtered.

Can I call you by phone?
No. Please use the 'contact us' form if your wish to make contact.

Do I need any special software on my computer to run your software?
No.  You will need some very basic software, but this is by no means 'special' and best of all, it's free!  To read the majority of the information you have purchased, you will need software such as Adobe Acrobat Reader. This can be downloaded free from here.  To view the main menu, you must have internet browsing software, such as Microsoft Internet Explorer, Safari, Mozilla Firefox (free download here) or Google Chrome (free download here).  It is likely that you already have internet browsing software if you are reading this!

Does the software run on both Windows and Mac operating systems?
Yes. You will need no extra software when using a Windows OS, but you may need to download extra software if you are using a Mac. This is because you will need to uncompress the relevant file(s) for which you have been given a password. If your Mac OS does not do this automatically, click here for free software which will allow you to do so quickly and simply (ensure you allow the popup to appear and the file to download if requested, and once installed, run our file using the above software). Full running instructions can be found at the link below.

How do I run the CD-ROM?
Please click here to view step-by-step instructions.

And what about running the Q&A software?
The Q&A software for both the OSPRE Part 1 examination and the National Investigators' Examination is Microsoft Excel based.

Can you help me with the recruitment/promotion process?
Please email us (see contact us
page) if you have any queries regarding the recruitment/promotion process, and we'll try to help as much as possible.

Can't I simply use the example answers you give on my application form / interview?
No, The information we provide is regularly reviewed by police service recruitment officers, and you will very quickly found out if you do this. You have been warned.

Can I print your information or copy the CD-ROM?
You may print the information for your own personal use, but any copying, editing or distributing is strictly prohibited and a breach of copyright. Action will be taken against those who choose to ignore this.

I have some feedback I'd like to give you about one of your products - how can I offer this?
We love to receive feedback, good or bad, especially if it helps to improve our products. Please do contact us (see contact us page) if you wish to do this.

I have an older version of your software - can I update it?
We understand that legislation changes frequently, so it is not advisable to prepare using software that is out-of-date. We periodically update our software, but do not charge a set fee for updates, as some updates are minor and others are extensive.  Please contact us if you require an update.

 
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