Frequently Asked Questions
Payments and Ordering
What currencies and payment methods does Gallup accept?
Exact currencies and payment methods vary by country. Gallup strives to offer as many local currency and payment options as possible.
We accept the following payment methods:
- Credit Card: Visa, Mastercard, American Express, Discover, Diners Club, JCB and UnionPay
- Other Methods: Electronic fund transfers, direct debit, PayPal, Konbini, iDeal, Edy, Giropay, SOFORT, Dotpay, dLocal, Alipay, Online IPS, EBANX, Boleto, Klarna and Nordea
When will I be charged for my order?
For digital products, you will be charged when you place your order. For physical products, you will be charged when your order has been shipped.
Will I receive an order confirmation?
Yes. After you place your order, you will see a confirmation page with your order number. We will send an order confirmation email with your order details to the email address you used for your order. If you ordered physical products, you will also receive a shipping confirmation email that includes a tracking link for your order.
How do you determine shipping costs?
Shipping charges are calculated at the time of checkout and are based on your physical products order total as well as other factors such as product weight, package size and delivery destination. Some orders may ship in multiple packages and/or at different times. Keeping shipping costs low for our customers is a priority, so we choose carriers that are not only cost-effective but that offer quick delivery times.
How do I get my digital products?
You will receive an email that details how to access your digital products.
Will I be charged sales tax?
During the checkout process, you will see all appropriate taxes that you will be charged before confirming your purchase.
Will I be charged VAT?
If you are purchasing on behalf of a business and you are located outside of the United States, you may be charged Value-Added Tax (VAT). During checkout, you will be asked if your purchase is on behalf of a business or personal. If you choose “Business Purchase,” you may be asked to provide your business’ registered VAT number as part of the checkout process. When your order is complete, you will receive an official VAT invoice.
How do I make a tax-exempt purchase?
During the checkout process, you will see the option: “Click here if you’re making a tax-exempt purchase.” Click the link and complete the corresponding form. You will be asked to upload your tax-exempt certificate. Once you have completed this process, applicable tax will be removed from your order.
How do I buy using a purchase order?
Using a purchase order as a payment method is currently available in the United States only. If you want to receive your items before we receive your payment, you can apply for a line of credit (available only for orders of $250 or more). To apply for a line of credit, during the checkout process, click the link to apply for a business line of credit on the payment options screen. This process takes three to five business days for review. Once approved, you can return to your account, enter your purchase order number and complete your purchase.
If you do not need to receive your order before providing payment, you can choose to pay by wire transfer and follow the instructions on your invoice.
Why does my credit card charge reference “DR” or “Digital River”?
You may see this reference on your credit card transaction details because Gallup has partnered with Digital River, a global e-commerce platform, for invoicing and tax purposes.
Returns Exchanges and Refunds
What products can I return?
We want to make sure that you are completely satisfied with the products you purchase from Gallup. You can return most new, unused products purchased directly from Gallup within 30 days of receiving them following the process outlined below.
All refunds will be made to your original payment method only. Please contact your payment provider with questions about when the credit will be posted to your account, as processing times may vary. Returns will be accepted outside the 30-day return period only in cases where state, regional or national laws mandate a longer return period.
- Assessment codes: Codes for most online assessments can be returned within 30 days if they have not been redeemed. Redeemed codes and codes purchased more than 30 days ago cannot be returned.
Please note: CliftonStrengths for Students codes are nonrefundable regardless of purchase date or redemption status.
- Other Digital Materials: Digitally delivered material including digital kits, workbooks and guides can be returned within 30 days if they have not been redeemed. Redeemed digital materials and digital materials purchased more than 30 days ago cannot be returned.
- Physical products: Books, kits, learning materials and other physical products can be returned within 30 days if they are new and unused. All components of kits or bundles must be returned intact. Books with open or damaged code packets, items that are used or worn, and customized products cannot be returned.
- Gallup Q12 Employee Engagement Surveys: Engagement surveys may be returned with 30 days if they have not been applied, or survey set up has not begun. Applied surveys, or surveys purchased more than 30 days ago cannot be returned. Note: Unused respondent seats cannot be returned or added to another survey. Note: A minimum of four participants required to receive a report. Applied surveys with no report due to low participation cannot be returned.
How do I return an item?
Use the Return Request form to request a return authorization. In the message field, please provide as much detail as possible to help us locate your order, including:
- Order number
- Date of order
- Email address associated with your order
- Phone number
- Item to return
- Reason for return
- By phone
Call Gallup Customer Support at 1-888-525-6117 (inside U.S.) or +1-402-951-3600 (outside U.S.) to initiate the return process.
After you initiate a return by phone or via the online form:
- For digital products, we will begin the return process immediately.
For physical products, we will send you a return authorization email and a Return Merchandise Authorization (RMA) number. Please follow the instructions in the email to ship your return back to the warehouse. No collect shipments will be accepted. You will be responsible for all return shipping costs unless specified by Gallup Customer Support.
- Please allow two (2) business days after Gallup receives the item for your refund to be processed.
How do I exchange or replace an item?
You can exchange or replace an item by following the return procedure outlined above for your order and then repurchasing the item from Gallup.
How do I cancel an order?
The fulfillment process begins immediately upon your order confirmation. Because orders are promptly processed and fulfilled, some orders may not be cancelled. Depending on when you placed your order and how quickly it is fulfilled, you may be able to cancel your order by calling Gallup Customer Support at 1-888-525-6117 (inside U.S.) or +1-402-951-3600 (outside U.S.) as soon as possible.
Does Gallup offer a group discount on courses?
Yes. We offer volume discounts based on the number of attendees you register for a course. See below. Our system will automatically calculate your volume discount at checkout.
- 5-14 attendees: 5% discount
- 15-24 attendees: 10% discount
- 25 or more attendees: 15% discount
How will I connect to my virtual training?
Gallup uses best in class video conferencing application to ensure you have the best interactive course experience.
- What technology is needed to join a virtual course?
You can join a virtual course through most every device: laptop, desktop, iPad, Surface, etc., and your cell phone. If you choose to use your cell phone, you can still participate in the entire experience including breakout rooms, polls, etc., by downloading the Zoom Cloud Meetings app on your phone. (Note that joining the meeting through a web browser will not allow user to join breakout rooms.)
- Will the built in web camera and internal microphone in my laptop be sufficient for a virtual course?
Yes, the built-in camera on your laptop or phone will be sufficient to join video. Yes, the internal microphone will suffice however, to reduce external noise a standard USB headset or earbud/microphone combo set is recommended.
- Will I need to download software to access the virtual course?
A user does not have to download software to access the virtual course. However, if you’re a first time user, you may be prompted to download the conferencing app which will allow for full functionality of all course features, most notably Breakout Rooms. In most cases, you should only need to click the link in the invite and you should be in.
- Will I be able to test my video and audio connection ahead of time for a virtual course?
If you wish to test in advance you can visit https://zoom.us/test to insure you’re device is ready to go. If you have any questions or unexpected issues please don’t hesitate to reach out to your course coordinators, to assist you in advance.
- How do I know if my internet speed will be sufficient?
A minimum 5 megs up/down is preferable. To check your internet speed you can visit here.
Also, to maximize your bandwidth and connection stability it is recommended to do the following: Restart your computer prior to launching the Zoom invite. Open only essential programs. Hard-wire your computer to your router. If that’s not possible and you remain wireless, the closer you can be to your router the better. If possible, power off ALL other household devices (in use or not) that may be taking up bandwidth from your router. This includes gaming and streaming systems/networks.
- If I take a virtual course, will I be on a webinar the full course time?
Your time in your course is much more than just being on a webinar. Through a thoughtful combination of live video calls and independent learning assignments, you’ll integrate new tools and discoveries into your everyday life, right away.
For example, a virtual day in one of Gallup’s most popular courses begins with a live Zoom video call. You’ll meet your new network of instructors and classmates and work together with full video, audio, and interactive functionality including chat and breakout conversations. During an extended lunch break, learners are assigned a selection of podcasts, articles, or online tools to explore.
Gallup’s course leaders experience success both in the workplace and the classroom. You’ll get to know these high-quality instructors, who bring Gallup’s science and research to life through practical tools and meaningful interaction. When learning is not confined to the walls of a physical classroom, the possibilities to change, to grow, to become even stronger – are endless.
Do Gallup courses ever sell out?
Yes. Dates and locations of our most popular courses often sell out. We encourage you to purchase and register early to reserve your seat.
What is a course registration close date, and why is it two weeks before the course start date?
Gallup courses include customized materials, results and activities, and we need time to collect, compile and potentially ship these resources. So to ensure that each course participant has an outstanding experience, Gallup closes registration for each course two weeks prior to the course date.
To guarantee your seat in the course date you choose, you must pay your registration in full, complete all prework and submit all personal details by the course registration close date. In courses with limited seats, preference will be given to registrations that are paid in full and complete. If your registration is not complete and paid in full by the course registration close date, you will have the opportunity to transfer to another course date.
When is my payment for the course due?
Payment for the course is due by the course registration close date (two weeks before the course start date). Please note: Some forms of payment can take 10+ business days to process. If you are using a purchase order or wire transfer to pay, for example, be sure to allow enough time for processing and confirmation of your payment. Your order will not be complete until Gallup receives your payment. You will receive an order confirmation email when your payment has been fully processed.
Many courses sell out, and your seat is not confirmed until it has been paid in full. If Gallup has not received payment by the course registration close date deadline, you will have the opportunity to transfer to another course date.
The city is listed for a course but not an exact location. How do I know where the course will be held?
Gallup selects course dates before finalizing a specific location. You can check the course information for updates about the exact location as it gets closer to the date of the course. If you have already registered for a course, you will be notified once we finalize the course location.
What time does the course start and end each day?
In general, courses start at 8:30 a.m. local time and end at 5 p.m. You will receive your exact course schedule upon registration.
Does Gallup recommend accommodations for where to stay during the course?
Once your course registration is complete, Gallup will provide you with a list of recommended hotels as part of your specific course information.
Do Gallup courses have prerequisites?
Some Gallup courses do have prerequisites. These prerequisites give attendees shared basic knowledge so the course can focus on techniques, concepts and activities designed for intermediate or advanced learners in the subject area. Check the course description to see if the specific course you are registered for has prerequisites.
Are meals provided during the course?
Courses that are a full day or longer include breakfast, lunch and an afternoon snack. When you register for these courses, you will be asked about food allergies and restrictions, which we will do our best to accommodate.
My course includes digital kit(s). Do I need to be able to access my digital kit(s) during the course?
No. The digital kit(s) included with your course offer a wealth of knowledge and resources that you can explore after the course. Course instructors may refer to the digital kits, but you will not need to access them during the course.
Do I need to bring a laptop or other device to the course?
While some participants may want to use a device to take notes or to access their reports digitally, having a device is not a course requirement.
Can I purchase an extra set of course materials?
You can purchase some, but not all, course materials independently of the course. Please see store.gallup.com for materials that are available for purchase. Some materials are exclusive to a course and are not designed as standalone, individual products for sale.
I need to miss part of my course. Can I still attend?
Gallup courses are intended to engage participants from start to finish. Because much of the learning occurs via course exercises and interaction with other participants, Gallup suggests that participants who must miss a significant part of a course transfer to a date when they can attend the entire course.
If changing course dates is not an option, Gallup supports participants attending as much of the course as possible. However, participants who don’t attend the entire course will not receive the full value of the course and will not successfully complete the course. Therefore, these participants will not receive a certification of completion.
I registered for a course, and now I can’t attend. What are my options?
If you cannot attend a course that you have registered for, you can either cancel your participation, reschedule for a later course or transfer your registration to another participant.
Cancelling your registration:
- You can cancel your course participation up to 20 calendar days before the course start date for a full refund.
- If you cancel less than 20 calendar days before the course start date, you will not receive a refund.
Rescheduling or transferring registration to another participant:
- Up to 14 calendar days before the course start date: Gallup will impose a change fee of $200 (U.S.) (or equivalent in the currency you used to purchase) per change, which is due at the time of the change request.
- 10-13 calendar days before the course start date: Gallup will impose a late change fee of $400 (U.S.) (or equivalent in the currency you used to purchase) per change, which is due at the time of the change request.
- Less than nine calendar days before the course start date: Gallup will not accept any rescheduling or replacement requests. If you cannot attend the course, you will forfeit your course fee.
- These terms appear on the confirmation page that you agreed to upon registration.
Does Gallup ever cancel a course?
Gallup courses are interactive events that combine classroom instruction with group activities. So to ensure a successful learning experience, each course requires a minimum number of participants. Gallup reserves the right to cancel any course that does not have the minimum number of participants registered four weeks prior to the scheduled course start date.
If a course is cancelled, Gallup will notify all registered participants of the cancellation at that time. We encourage participants to plan their travel accordingly, as Gallup is not responsible for reimbursement of travel expenses if a course is cancelled.
In rare cases, natural disasters or other local or global events can cause Gallup to reschedule a course (for example, hurricanes, snowstorms, wildfires, public health risks). If such an event affects a scheduled course, Gallup’s course managers will communicate closely with course participants before or during the course.
Can I record the course for my own use?
No. Participants cannot make audio or video recordings of any course sessions or parts of course sessions without Gallup's express written permission. Gallup created course materials to capture the essence of the course, and we encourage participants to add their own notes.
Contact Customer Service
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