Support

Customer Support

Get help from our experts. Our dedicated team of international customer support specialists is ready to assist you with your purchase decisions and to answer any questions you may have. We provide a personalized approach to ensure the ultimate customer experience and satisfaction, so you can take full advantage of our products and services.

 

Contact us

 

 

Worldwide

Tel.: +31-20-554-0176 (GMT+2)

Opening hours: Monday to Friday, 8:30-17:00 CET

Email: info@ibfd.org

Americas

Tel.: +1-703-442 7757 x101 (GMT-5)

Opening hours: Monday to Friday, 08:30-17:30 EST

Email: info@ibfd.org

Frequently asked questions

Which product types may be returned?

Returns are only possible for print products.

What are the conditions for a return?

Please see section 5.2 of our Terms & Conditions.

How can I return a print product?

If your return request is in accordance with IBFD’s Terms & Conditions, submit this Return Form. Please print this email and enclose it in the package in which you return the product.

What are the shipping fees and delivery times for print books?

Estimated shipping time is 3 - 5 working days:

Region Quantity Euro USD
Europe* 1-2 books €10.00 $10.00
Europe* 3-5 books €25.00 $25.00
Europe* 6-10 books €50.00 $50.00
Europe* 11-20 books €100.00 $100.00
Europe* 21+ books €250.00 $250.00
Rest of the World 1-2 books €25.00 $25.00
Rest of the World 3-5 books €35.00 $35.00
Rest of the World 6-10 books €65.00 $65.00
Rest of the World 11-20 books €100.00 $100.00
Rest of the World 21+ books €250.00 $250.00

*Europe country list: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom (every other country is considered “Rest of the world”).

Can I track my order?

Once your print book order is processed and leaves the warehouse, an email with your tracking details is sent to the shipping contact email address you indicated in your order.

Are there import or custom duty fees?

Additional fees, such as import or custom duty fees, are calculated by the customs officers of the country to which the order is delivered and may vary per country. IBFD is not liable for these costs and cannot include these costs on your order confirmation or Invoice.

How can I purchase through the webshop?

Visit our Shop, adding the item/s in your cart and proceed to the shopping cart. You may chose to check out as a guest or by signing in. If choosing sign in, you will either sign in with your existing IBFD credentials or be prompted to register an account with us. By doing so, your details will be stored making for quick and easy future purchases.

How can I use a discount or promotional code in the webshop?

A valid discount code can be entered and activated on the Review step in the webshop. This step is before any final payment has been made and once activated, the discount amount will be calculated and indicated in the Summary immediately.

Do you give students discount and on which products?

Students with a valid student card can receive 50% discount on all book formats (with the exception of third-party books – then only 20% discount applies).

How can I receive a student discount?

Please email a copy of your valid student card/acceptance letter to Customer Support and we will provide you with a student discount code to use during purchasing.

What is a combination discount?

When you purchase the same title in more than one format at the same time, the webshop will automatically grant you a 20% combination discount. This is reflected on the Review step in the webshop, before final payment is made.

Am I entitled to extra discount due to the collections I subscribe to?

Please contact Customer Support for more information.

Can I apply more than one discount to my purchase?

All discounts are non-cumulative, and the highest discount applies. All discounts are calculated and shown in detail on the Review step in the webshop.

How do I know if my order and payment was successful?

If your order was successful, you should receive an order confirmation email (please also check your spam/junk mail). In this confirmation it is also indicated whether the payment was successful. If you do not receive it within 30 minutes, do not reorder but please contact Customer Support first.

What are the payment conditions in the webshop?

All purchases via the webshop have to be paid during the purchasing process.

What payment methods are available in the webshop?

You can pay using Paypal or a credit card (American Express, VISA and Mastercard accepted).

What if my payment fails?

Below are some payment troubleshooting suggestions:

  • Is your credit card authorized for international transactions.
  • Does your credit card have a spending limit.
  • International credit cards make use of a two-factor authentication process for international transactions. The two-factor processes both need to be completed before payment is authorized.
  • Often another screen opens in your browser during the payment process, please ensure that pop-ups are enable in your browser otherwise this screen will be blocked from opening.

How will I receive my Invoice?

All Invoices are sent by email to the client’s e-invoicing email address.

How can I pay my invoice using a credit card?

At the bottom of your invoice you will find a secure link to use to pay by credit card. When clicking on this link all the necessary information from your invoice will be pre-fill for ease of payment. If you cannot use this link for any reason, find here the link to our secure online site to make a credit card payment.

What is a handling fee?

A mandatory handling fee is applicable for clients who require legal documents attached to their IBFD Invoice and/or clients who require IBFD invoices to be submitted via an invoicing portal.

What is an eBook?

An eBook is a digital version of a print book. eBooks can be downloaded and read on a variety of electronic devices, including personal computers, eBook readers and tablets. IBFD’s eBooks are available in the following formats: PDF (Portable Document Format) and/or ePub (electronic publication).

What is the difference between an Online Book and an eBook?

Both an Online Book and an eBook (ePub and PDF formats) are digital versions of the print book. An Online Book requires internet access and login credentials, whereas an eBook allows you to have immediate access anywhere, anytime, once it has been downloaded onto your device.

What is the difference between the PDF and ePub format?

PDF format has a fixed layout that is identical to the original print book. It is not possible to adjust the font size, but you can zoom in on a page or graphic. PDF files can be viewed on a wide range of devices. ePub is a reflowable format that works well with most types of software. ePub files allow the user to adjust the size and type of font in order to optimize the text for the particular display device used (e.g. tablet, eBook reader or smartphone).

Are there any restrictions for using IBFD’s eBooks?

IBFD’s eBooks are for your own personal use. Due to copyright restrictions, you cannot share, lend or otherwise distribute your eBook to anyone else. All IBFD eBooks are protected by Social Digital Rights Management (Social DRM), which allows IBFD to protect its digital content without inhibiting user satisfaction. Each eBook file is therefore personalized and contains watermarks that link the file to the person who purchased and downloaded the eBook.

You must download your eBook within 28 days of the date of purchase. You may download your eBook a maximum of five times. You may download your eBook from the same download link to one or more devices (a maximum of five times in total). You cannot alter or modify the content of the eBook or combine (parts of) your eBook into any other document. You cannot move, copy, reproduce, network or otherwise transfer any eBook file to any computer or other device of any other person.

How will I receive my eBook?

Once you have placed your order and your payment has been successful, you will receive an e-mail confirming your order, as well as an email with a download link for your eBook download.

How do I download my eBook?

IBFD’s eBooks can be read on a variety of display devices (i.e. computer, eBook reader, tablet or smartphone). The method of downloading will depend on the device you are using. We highly recommend that you always first download your eBook to your personal computer and then upload it to your device.

  1. To download: Click on the unique link in your download email. Depending on your browser, the file will be downloaded to a folder on your computer (a common download destination is the “Downloads” folder, which is a subfolder of your “Documents” folder), or you will be prompted to save or open the file, in which case you can save the file in a folder of your choice. Open your eBook reader software application (Adobe Digital Editions® is recommended for ePubs and Adobe Acrobat Reader® for PDFs) and open the file from the location where it is saved.
  2. To read: Open the application, navigate to your eBook file and open it. You can also right-click on the eBook file in Windows Explorer, choose “Open with” and then select the desired program to open the eBook file.
  3. If you saved the eBook to your personal computer and then want to upload it to your Apple® iPad®, you will need to connect the iPad to your computer, open iTunes on your computer, copy the eBook file and paste it into the Books folder of your iPad in iTunes. The eBook will then be accessible in iBooks on your iPad.

Please refer to the manufacturer’s website and/or the software developer’s website for further information.

What eBook reader and software should I use?

IBFD has successfully tested its eBooks on personal computers and tablets (ePub and PDF format) and eReaders (ePub format). 

Recommended programs for eBooks in ePub format are:

  • Adobe Digital Editions
  • Google Play Books
  • iBooks.

Recommended programs for eBooks in PDF format are:

  • Adobe Acrobat Reader
  • Adobe Digital Editions
  • iBooks
  • Google Chrome
  • Firefox

There is a wide variety of eBook readers and software available on the market, which, together with the ever-changing technology, makes it impossible for us to test our eBooks on all devices and software. IBFD’s eBooks in ePub format should work on a wide variety of display devices. The display will, however, vary depending on the display device and software used.

I cannot download Adobe Acrobat Reader/Adobe Digital Editions to my computer. What should I do?

In some cases, your firewall or virus software may not allow you to download Adobe Acrobat Reader/Adobe Digital Editions®. As the download uses “pop-up” technology, you need to ensure that pop-ups are not blocked and that you are not using any type of Internet “accelerator”. If you are working in a company, please speak to your helpdesk or IT support for further information on customizing your firewall settings.

How long does it take to download an eBook?

The download time depends on the size of the eBook, the speed of your Internet connection and the electronic device. In general, downloading an eBook should take no longer than 3-5 minutes.

How do I upload my ePub file from my computer to an Apple® iPad® using iBooks®?

Before uploading your ePub to your device, be sure you have iBooks installed on your device. You can download the iBooks application free of charge from the Apple iTunes Store.

After you have downloaded your ePub to your computer, connect your Apple device to your computer. iTunes should open automatically. If this is not the case, you will need to launch iTunes.

To add your ePub to your device: copy the ePub saved to your computer and paste it into the iTunes Books folder on your device. The ePub will now be accessible in iBooks.

How do I upload my ePub file from my computer to a Samsung tablet?

After you have downloaded your ePub to your computer, connect the Samsung tablet to your computer. A pop-up window should open automatically on your computer, giving you several options. Choose “Open device to view files”. (If this is not the case, choose “Computer” in Windows Explorer, and you will find the tablet (GT) as one of the drives.) Application Play Books On your computer, open the folder “Tablet”, then “Documents” and copy the ePub from your personal computer to the “Documents” folder.

On your tablet, open “My Files”, then “Documents”. Tap on the title of your ePub and select the application “Play Books” to open the ePub.Please refer to the manufacturer’s website and/or the software developer’s website for further information.

How long do I have to subscribe to a book subscription?

You are obliged to purchase at least one future edition after your initial order.

Do I need to reorder every year?

No, when the latest edition is published, it will automatically be shipped to you and the new invoice emailed for payment.

How can I cancel my book subscription?

After you have received and paid for two consecutive editions, you can contact Customer Support to stop your subscription. If you are too late and have already received the next edition by post, you will need to return this to us before we can cancel the subscription. See Returns & Refunds FAQ.

What is an online book?

An online book is a digital version of the printed book. Hosted online on our Tax Research Platform, to access this online book via the Internet you will receive login credentials.

What are the access restrictions for an online book?

An online book subscription provides access for one year with no automatic renewal, for up to five users at a single location.

What is an online book library subscription?

If 5 or more online books are purchased at once, this is considered an online book library subscription.

What are the access restrictions for an online book library subscription?

An online book library subscription provides access for one year with automatic renewal, for up to five users at a single location. The first year, the book price is charged and thereafter a renewal fee each year, below are the renewal fees:

  • 1–10 titles: Renewal fee €25/USD30
  • 11–25 titles: Renewal fee €100/USD120
  • 26–50 titles: Renewal fee €250/USD300
  • 51–100 titles: Renewal fee €500/USD600

What is Pay-per-view?

Pay-per-view is purchasing a single, specific article from one of IBFD’s world-renowned journal article collection.

Where can I find a journal article to purchase?

In our Shop, under the heading Journal Articles.

How will I receive my article?

Once you have placed your order and your payment has been successful, you will receive an e-mail confirming your order, as well as an email with a link where the product can be downloaded (one unique link for each product ordered).

Are there any restrictions for Pay-per-view articles?

Journal Articles should be downloaded within 48 hours of receipt of the email. It is forbidden to share these PDF articles.

What is the language of instruction?

IBFD webinars are given in English.

Is it possible to ask questions during the webinars?

For live webinars, it is possible to interact with the presenters via a chat message function. Additionally, participants are invited to answer poll questions.

Can I obtain CPE (continuing professional education) credits?

Yes, IBFD webinars are eligible for CPE credits. It is advisable, however, to check with your accrediting body as to whether this applies only to live webinars or to on-demand webinars as well.

Can I download the webinar presentation?

Yes, the webinar presentation can be downloaded via the webinar viewing platform.

When and for how long will I receive access to the webinar?

On-demand webinars grant access for 12 months from the date of purchase. Live webinars grant access for 12 months from the time and date of broadcast.

Can I cancel my participation in a webinar and have my purchase refunded?

Webinar purchases cannot be refunded.

What software/hardware do I need?

A working internet connection (recommended speed 256 kbps or higher) and a browser (latest versions recommended) are sufficient. Whether that browser is on a tablet, PC or phone - the platform works on any device.

Problems viewing the webinar?

If you are having trouble viewing the webinar, please try one of the solutions mentioned below:

  • My audio and video are not working properly: Your Internet speed is probably the reason for the malfunctioning of your audio and video. Go to the test page to check your Internet speed. If it indicates that your Internet speed is too low, you should switch to another Internet connection. Refreshing your browser with F5 might also solve this problem.
  • My video stream is shutting down: You can refresh your video stream with F5. In most cases, this will solve the problem.
  • There is an echo in my audio stream: The webinar is probably playing simultaneously in two or more browsers. Please close all expandable browsers and continue watching in just one browser.
  • I am logged in via a corporate network and am having trouble watching the webinar: If you are watching from a corporate network or via a VPN connection, you might experience some problems. Please close this connection, if possible, and open a permissible browser to watch the webinar.
  • Part of my video stream shuts down/is not visible: Your screen is probably zoomed in. Click Ctrl+0 to zoom out again.

Do all online courses follow the same format?

Most online courses are completely self-study with access for 12 months, while others have a fixed start date and may contain live sessions with access for a shorter period.

What study material do I get when following an online course?

You will receive access to interactive multimedia lessons, quizzes, case studies and assignments, as well as recommended and/or optional reading. Course content is divided into lessons or modules covering topics in a logical and systematic way. Key topics are complemented by video interviews and discussions with international experts. For ease of reference, an electronic binder of course material is available for download on the learning platform (LMS).

Are the courses kept up to date?

To ensure the accuracy of content, the online courses are updated when necessary and reviewed for technical accuracy.

Is it possible to ask questions during the course?

When a course is completely self-study (no live sessions), you will receive immediate online feedback on any quiz questions. If, however, you are still unclear about a certain point covered in the course, you may send your question via email. A tax specialist from IBFD will address the question, and you will receive a response within a few days.

When a course contains live sessions, participants are encouraged to submit their questions via the LMS. There will also be opportunities for participants to ask questions and participate in the discussions during the live sessions.

Some courses contain discussion forums where you will also be able to interact with fellow participants. 

Are live sessions recorded?

Yes.  Due to the different geographic locations of the participants, it may not be possible for everyone to join the live sessions at the planned time. Those who are unable to attend will be able to view the sessions later via the recording. By joining the live sessions, participants give consent for the recording to proceed. There will be a minimum required number of participants for a live session to take place.

Is a certificate provided?

Yes, upon completion of the course a personalized certificate of completion can be downloaded from the LMS by participants who have fulfilled all necessary requirements and passed the final assessments. The IBFD passing grade requirement for the final assessments is 60%.
Final assessments can be retaken once or twice depending on the course.

Can I obtain CPE (continuing professional education) credits?

Yes, IBFD online courses are eligible for CPE credits. The certificate of completion indicates the hours spent on study and can be submitted to professional bodies for CPE credits where applicable. When a course is also eligible for NASBA CPE credits, the number of NASBA CPE credits will be reflected on the certificate.

When will I receive access to the online course?

In the case where an online course has a specific date, once your order has been confirmed and processed, you will receive login details the day before the online course starts.

If the online course has no specific starting date, once your order has been confirmed and processed, you will receive login details you are free to start whenever you like.

Can I transfer the registration to another person?

As the certificate provides a personal qualification, once the programme has started and access has been granted to the original registrant, registration cannot then be transferred to another person.

Can I cancel an online course and be refunded?

Once you have been given access to an online course, no refund is possible.

How long do users have access to the online courses?

In the case where an online course has a specific start date, this is stated on the product page of the course. Access periods may vary per course. please note: dates are fixed, and hence no extensions are possible.

Where a course has no specific starting date and is entirely self-study, access is valid for 12 months from the month of ordering. 

What software/hardware do I need?

To access the online courses, we recommend an Internet connection speed of 256 Kbps or higher. For optimal viewing, we recommend the latest versions of the following browsers:

  • Windows: Google Chrome, Microsoft Edge or Firefox.
  • Mac: Safari, Google Chrome, Firefox.
  • Mobile: Safari in Apple iOS/iPadOS, Google Chrome in Apple iOS/iPadOS, Google Chrome in Android OS 6 or later.

You will also need a sound card and speakers to render the audio in the presentations.

What certification programmes are currently available?

  • Advanced Professional Certificate in International Taxation (APCIT
    This programme runs twice annually starting 1 April and 1 October. The starting dates of the programme are fixed and cannot be deferred.
  • Advanced Professional Certificate in Transfer Pricing (APCTP-I)
    This programme runs twice annually starting 1 April and 1 October. The starting dates of the programme are fixed and cannot be deferred. 
  • Advanced Professional Certificate in Transfer Pricing (APCTP-II)
    This programme runs twice annually starting 1 May and 1 November. The starting dates of the programme are fixed and cannot be deferred.

When will I receive sign-in details to access the programme?

Once payment is received, you will receive sign-in details by email the day before the programme starts.

When do I have to make the payment?

Payment must be made in full at the time of registration before any material is accessed. You can only pay by credit card or PayPal in the webshop. There is no option for instalments.

Does IBFD offer any scholarships or financial aid?

IBFD does not offer any scholarships or financing programmes to participants.

Are any one-off discounts offered for the programmes?

No one-off discounts are offered. Only subscription-based discounts may apply for existing clients.

What kind of study materials will I be able to access?

Participants will receive access to online courses, videos and any webinars that are part of the curriculum, as well as to reading materials and case study assignments.

Will I be able to track my study progress?

While following the programme, you will be able to track your progress and see how far you are with your study.

Does the programme follow a fixed schedule of times and dates?

You are free to choose how you wish to follow the programme; however, where case study assignment and final assessment dates are given, these are not flexible. The same applies to any live sessions. It is important to take note of this before committing to the programme.

During the programme, will I be able to communicate with IBFD tax experts and fellow participants?

Each programme contains discussion forums where you will be able to interact with fellow participants. During any live sessions you will be able to interact with the tax experts.

How can I qualify for the IBFD certificate at the end of the programme?

To qualify for the programme certificate, you must:

  • Follow a certain percentage of each of the mandatory components or activities of the programme (the minimum requirement will be indicated on the syllabus)
  • submit all case study assignments according to specified deadlines  
  • obtain a minimum passing grade of 60% for any final assessment.

If you fail to qualify for the programme certificate, you will need to repurchase the programme and successfully complete it again.

Do I have to complete the phases or modules of the programme within the 6-month period?

Yes, these components cannot be separated and must be taken consecutively.

What is the final assessment and when can I take it?

A final assessment is incorporated at the end of either each module or the end of the programme itself to ensure that only participants who meet the requisite standards are awarded the certificate. These assessments will take the form of an online test.

APCIT
At the end of phase III, a week will be selected during which you can choose a specific date and time at which you would like to take the final assessment. Moving the date of the assessment will not be possible.

Can I retake the final assessment if I fail?

APCIT
Yes, you can retake the final assessment once for free within the 6-month programme period. If you fail both the final assessment and the retake, you will need to register again for the programme and successfully complete it to obtain the certificate.

APCTP 
Yes, you can retake the final assessment once per module for free within the 6-month programme period. If you also fail the retakes, you will need to register again for the programme and successfully complete it to obtain the certificate.

Can I obtain CPE (continuing professional education) credits? 

Yes, IBFD certification programmes are eligible for CPE credits. The certificate of completion indicates the hours spent on study and can be submitted to professional bodies for CPE credits where applicable.

APCIT
Certificates can also be obtained at the end of each programme component i.e., online courses and webinars. 

Can I transfer the registration to another person?

As the certificate provides a personal qualification, once the programme has started and access has been granted to the original registrant, registration cannot then be transferred to another person.

Can I postpone my registration to a later certificate programme session?

Once the programme has started and access has been given, registration cannot be postponed or pushed forward to another programme session.

Can I cancel the programme after payment?

Registration can be cancelled in writing. The following fees will apply:

  • Up to and including 7 days prior to the starting date, an administration fee of EUR 250 or USD 250 (excl VAT) will be charged.
  • Less than 7 days prior to the starting date, the full fee will be charged.

Once the programme has begun, no refund is possible.

I have forgotten my password, how can I reset it?

Click on Sign in, and under the sign in credential fields, click on Forgot Password? Follow the applicable steps to reset your password.

Can I change my password?

Sign in and then click on the icon in the top righthand corner showing your initials to enter your Account. Under the heading Personal Information, under Country you will find the option to "Change Password". Follow the steps to change your password.

Can’t sign-in to the Tax Research Platform?

  1. Check your login/password If you have a username and password to sign in to the Tax Research Platform, make sure your credentials are correct. Please note that your username is your own email address. In the case that you have lost your credentials, please contact Customer Support. Note: If you normally access the Tax Research Platform without the need to log in (e.g. IP access or Referred Based Access) but are experiencing difficulties accessing it, please keep on reading below.
  2. We strongly recommend the use of Google Chrome, as it is the optimal browser for our database.
  3. Add the IBFD domain to your email safe list, as you might receive our password reminder and other communication emails in your junk folder, we advise reviewing your email provider settings and adding the IBFD domain to your email safe list. 
  4. Clear your browser cache and restart your browser:
  • If you use Google Chrome: Read instructions on how to clear your browser cache here.
  • If you use Mozilla Firefox: Read instructions on how to clear your browser cache here.

If you still cannot access your content, please contact Customer Support.

What do I do if I am receiving an error message when trying to access content on the Tax Research Platform?

Describe in detail the content you are trying to access, what you wish to do, the link you are clicking and the error message you get. Please include a screenshot of the error message, showing the URL address bar. Please send this information to Customer Support. We will try to solve the issue as quickly as possible.

How many online users can have access to a standard online collection?

Our standard online collections are for up to 5 online users*.

*Except IFA Cahiers, where only 1 online user is applicable.

Can I add more than 5 users to an online collection subscription?

More users can be added at any time during your subscription period for an additional fee, please contact Sales for more information.

Can I change the online users accessing our online collection subscription?

Online users can be changed at any time during the subscription period. To do so, please contact Customer Support with the applicable changes.

How long is an online collection subscription period?

Online collection subscriptions run for 12 months. Subscriptions are automatically renewed 60 days prior to the next period starting.

How can online collections be accessed?

Our online collections can be access via our IBFD Tax Research Platform using personalized login details. IP access can be granted upon request, please send you request to Sales for further assistance.