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Store Policies & FAQs
  Store Policies | FAQs

Frequently Asked Questions


Can I place an order via telephone or e-mail?

Yes. You may place an order over the phone, however, we encourage you to use the on-line ordering system. Customer Service is available to support technical issues, customer ordering issues, etc. during these hours only:
              Monday - Friday 8:00am PST through 5:00pm PST
              Please call 1-866-463-3487 (within the US)
              Please call +1-408-519-5055 (outside the US)
You can also email us with questions, at mktg-collateral-store@external.cisco.com.

How can I see the status or track my order?

After you have placed an order, you can check the status by selecting the Order Status button found on the left navigation bar of the Cisco Marketing Collateral and Subscription Store. Simply enter your order number and click Find, and your order details will be displayed.

Can I make changes to my order?

Contact Customer Service at 1-866-463-3487 (within U.S), +1-408-519-5055 (outside U.S), or at
mktg-collateral-store@external.cisco.com for inquiries via email, to determine if your order can be changed prior to order processing and shipping. Please note that video duplication orders are produced to order. Once the order is submitted, it is put into production. Therefore, it may not be possible to make changes to your order for videos.

Can I cancel my order?

Order processing begins after you click on the Submit button, and typically ship within 24 business hours. Therefore, it may not be possible to cancel your order. Contact Customer Service at 1-866-463-3487 (within U.S), +1-408-519-5055 (outside the U.S) for assistance, or at
mktg-collateral-store@external.cisco.com for inquiries via email. Please note that video duplication orders are produced to order. Therefore, it may not be possible to cancel your video order once production has begun.

Can I purchase a Gift Certificate?

We do not currently offer gift certificates.

How do I redeem a coupon?

In the check out process there is a box entitled "Coupon Code". When you type your coupon code into this box and click Return, your coupon offer will be reflected in the updated total.

My coupon code discount is not reflected in the check out process.

There are two things that could occur if there is no discount displayed. You may have typed in the coupon code incorrectly. If you have properly entered the coupon code, the offer has expired. The offer may have been available for a limited time, or may have expired after a certain amount of people have used it. The terms of your specific offer will be stated when you received your coupon.

How do I get a coupon?

Coupons are issued in a variety of manners. The best way to receive coupons is to opt-in on an email list notification. Coupons will not be issued in every email, but there will be occasional offers and discounts, as well as new and updated product information, that you will receive in the periodic emails. Offers will also occasionally appear on the Company Store. The best way to learn about these offers is to visit Cisco MarketPlace on a regular basis.



When will I receive my order?

In-stock products typically ship within 24 business hours after you submit your order. Delivery time will depend upon product availability and selected shipping method.

When will I receive a product if it's on backorder?

The store is occasionally out-of-stock on popular items. It may take between 1-4 weeks for a product on backorder to be shipped to you. You will receive an e-mail notification upon shipment.

How much is shipping and handling for my order?

Shipping and handling charges are calculated by product weight and ship to destination. In your shopping cart the charges will be displayed once you enter the ship to destination and select the shipping method.

Can products be shipped to PO Boxes/APO/FPO addresses?

All Subscription or Marketing Collateral products except Cisco Press and products within the books category can be shipped to APO, FPO and PO Boxes, and will be sent via USPS. Please choose UPS ground service for these shipments.

Will I be charged sales tax?

For Marketing Collateral and Subscriptions orders destined for California addresses, we are required to charge local and sales taxes on product purchases excluding shipping and handling.

What is the policy and process for returns?

Products that have been damaged in transit, or that are defective, are the only returns allowed by the Cisco Marketing Collateral and Subscription Store. The product must be returned for a replacement shipment within 30 days from the product shipment date. Please contact Customer Service at 1-866-463-3487 (U.S Only), +1-408-519-5055 (outside U.S) or mktg-collateral-store@external.cisco.com to obtain a Return Merchandise Authorization (RMA) number and instructions on where to ship your product.

No Returns or Refunds will be given for product shipments after 31 + days.



What are my payment options?

We accept Visa, MasterCard, American Express and Discover credit cards through a third party provider, authorize.net, for secured online transactions.

For employee department charges, enter your complete department number. Your department number can be found on the internal Cisco directory. The manager of your department budget will be copied on your order confirmation.

Cisco partners and resellers may use purchase orders for large dollar orders exceeding $500.00. A copy of the purchase order must be received prior to the order shipping. Purchase orders can be uploaded at the time you place your order, or can be faxed to Customer Service at 1-510-226-6658.

Wire transfers are accepted for international orders only. Wire transfer information can be found during the check out process once you select "Wire Transfers" as your form of payment.



When I place an order via the Web, is my credit card secure?

Yes. High-level security protects your confidentiality and data.

Secure Sockets Layer (SSL) encryption technology encrypts the transmissions from the server as well as your computer. Put simply, the transmission from our server is a matched pair with the transmission from your computer so that any data to and from these sources is valid. If you are using Netscape 4.7 or later or Microsoft Internet Explorer 4.0 or later, your transactions are fully encrypted and secure when you buy from the Cisco Marketing Collateral and Subscription Store.

Is my order private?

Yes. When you make a purchase, we use the information you provide to process your order. We will send you e-mails to confirm your order and may need to contact you by phone, or e-mail if we have questions about your order. We respect your privacy and will not sell or rent your information to third parties or market to you without your permission.

Why do I need to accept cookies?

Cookies are placed on your browser for your convenience. When you place an order, that information is written onto your hard drive. The next time you place an order, the system recognizes who you are and automatically enters your information into the check out process.

Are cookies a security risk?

No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

How do I set up my browser to accept cookies?

If you're using Internet Explorer, go to the View menu and select Internet Options. Within the Internet Options window, select the Advanced tab at the top right, scroll down until you see a selection entitled "Cookies" and make sure the "Always accept cookies" box is checked. If you're using Netscape Navigator, go to the Options menu and select Network Preferences. Within the Network Preferences window, select the Protocols tab. There is a heading titled "Show an Alert Before" and a check box next to a selection entitled "Accepting a Cookie." If this is not checked, you will automatically accept cookies without being warned by your browser.



Who is responsible for paying duties and taxes for international shipments?

The Consignee (Recipient) of the package(s) is responsible for any duties and import taxes due upon delivery. Duties and taxes are not calculated and charged when you place your order online and will be payable to Customs when you receive your order. You can view an estimate of your duties and taxes by clicking on the International Shipping and Tax Guidelines link found in the check out process.

Can employees ship personal orders to a Cisco address?

Cisco employees should not ship orders for personal use to a Cisco address. Please ship to a non-Cisco location for personal orders.

Is the Cisco Company Store merchandise available in any other currency besides U.S. dollars?

All prices displayed on the Company Store are in U.S. dollars only. Please contact your credit card company for current exchange rates.



How can I find the release dates for the Cisco Subscription products?

Below is the current schedule of release dates for Subscription products:

ItemAudienceNumber Of IssuesScheduled release timeframes
Documentation CD Rom Subscription All 12 Each Month
Product Catalog CD Subscription All 2 March, September
Cisco Works and Cisco Secure Software NFR Kit Subscription Cisco Employees, Partners & Resellers varies Initial NFR Binder upon purchase. Updates releases vary.
Cisco Works and Cisco Secure Software NFR RENEWAL Subscription Cisco Employees, Partners & Resellers varies Update releases vary.

Where can I buy technical documentation for Cisco products?

The Documentation CD ROM is available on the Cisco Marketing Collateral and Subscription Store by searching for DOC-CONDOCCD. If you need a printed version of a doc please order from the Order Tool on Cisco.com.

What if I purchase a subscription between the scheduled release dates?

You will receive the most current version of the subscription item at the time of your purchase. However, if your subscription order is processed 30 days prior to a scheduled release date, you will receive the new subscription release at that time.

How do I renew my subscription?

We will send an email notification to you to renew your subscription 30 days before your subscription expires. You will then need to place a new order on the Cisco Marketing Collateral and Subscription Store.

Contact Customer Service

Contact customer service by email at mktg-collateral-store@external.cisco.com, or call 1-866-463-3487 for calls within the U.S and +1 408-519-5055 for calls outside the U.S. When emailing your comments/questions to Customer Service, please include your order number in the message.

To look up the details of your order click here.