Ordering, Checkout & Payment Support
Having trouble completing an order on the Notary Public Underwriters website? Here's how to troubleshoot common shopping cart, checkout, payment, and order questions.
Why Can't I Add an Item to My Shopping Cart?
I Don't Need a Record Book. How Can I Remove It From My Order?
I Have an Item in My Cart That I Don't Want. How Can I Remove It?
I Am Tax Exempt. How Do I Remove Sales Tax From My Order?
I Was Charged Sales Tax, but I Am Tax Exempt. What Should I Do?
What Payment Methods Can I Use?
Why Isn't My Payment Going Through?
I Was Unable to Print My Notary Forms at Checkout. What Do I Do?
How Do I Access My Order Confirmation or Receipt?
Can I Edit My Order After Submitting It?
Can I Use Someone Else's Account to Place My Order?
How Do I Obtain a Refund?
I Was Charged Twice. What Should I Do?
Why Can't I Add an Item to My Shopping Cart?
If an item won't add to your cart:
- Make sure you've entered any required fields.
- Refresh the page.
- Make sure cookies and JavaScript are enabled.
- Try another supported browser.
If the item still won't add to your cart, contact Customer Care.
I Don't Need a Record Book. How Can I Remove It From My Order?
Some states require notaries to keep a record book, so we automatically include one in your package if your state requires it.
If your state requires a record book but you already own one, you can remove it from your order. Just click the red X next to the quantity on that item in your shopping cart.
Not sure if your state requires a record book, or have other questions about what's in your package? Contact Customer Care before you check out.
I Have an Item in My Cart That I Don't Want. How Can I Remove It?
You can remove any item from your cart by clicking the red X next to that item's quantity. Your order total will update automatically to reflect the change.
If you're not sure whether an item is required for your state, contact Customer Care before completing your order.
I Am Tax Exempt. How Do I Remove Sales Tax From My Order?
If you are tax exempt, enter your tax exemption information during the checkout process as instructed.
If you return to a previous page after entering your tax exemption information, sales tax may be added back to your order. If this happens, delete your tax exemption information and enter it again to allow your order total to recalculate correctly.
If you need assistance or are having trouble removing sales tax from your order, please contact Customer Care before completing your purchase.
I Was Charged Sales Tax, but I Am Tax Exempt. What Should I Do?
If you have already completed your order and were charged sales tax even though you are tax exempt, please contact Customer Care for assistance. You will need to provide your Order ID and a copy of your tax exemption certificate to have the tax refunded back to the card used online.
What Payment Methods Can I Use?
We accept major credit cards for online orders. If you are paying by check, money order or purchase order, at this time those orders cannot currently be placed online. Please visit the Forms section of our website to download the appropriate forms to mail with your payment or contact Customer Care for assistance.
Why Isn't My Payment Going Through?
If your payment isn't being accepted, first verify that the information you've entered matches your payment method.
Verify the:
- Card number
- Expiration date
- Security code
- Billing address
- Billing zip code
If your information is correct and the payment still won't process, contact your card issuer or try another payment method if available. In some cases, a bank may block a transaction as a security precaution including transactions that appear unusual based on your location or other account activity.
You bank or card issuer may be able to identify the reason the transaction was declined and help resolve the issue.
If your bank confirms that there are no issues with your card or the transaction and you are still unable to complete your purchase, contact NPU Customer Care for assistance.
I Was Unable to Print My Notary Forms at Checkout. What Do I Do?
If you're unable to print documents after completing your order, don't panic.
First, if you are still on the confirmation page, try downloading the document and opening it separately before printing. If you are no longer on the confirmation page, go to your account and select the Notary Application or Notary Bond tab to access and download your paperwork.
If the problem continues:
- Try another browser.
- Make sure your printer is connected.
- Check your printer settings.
- Make sure you're printing the correct document.
- Try saving the PDF to your computer before printing.
If you still can't access your documents, contact Customer Care.
How Do I Access My Order Confirmation or Receipt?
Check the email address associated with your NPU account for your order confirmation.
You can also log in to your NPU account to view your orders and receipts from the Orders tab.
If you can't locate your order confirmation or receipt, contact Customer Care.
Can I Edit My Order After Submitting It?
Once you submit an order, you cannot edit it online. Whether it can still be changed or canceled depends on how far along it is. If your notary paperwork has already been sent to the state, or your order has shipped, it's too late to make changes.
If you think you made a mistake with your order, please contact our Customer Care team as soon as possible. Have your order information ready so we can look into it quickly.
Can I Use Someone Else's Account to Place My Order?
No. Each notary should have their own NPU account using their own email address. Your account is used to keep your personal information, order history, courses, applications, and other notary documents together.
For example, if you are purchasing a notary package for yourself, do not place the order using your employer’s, boss’s, or another notary’s account. Instead, create your own account using an email address that you regularly have access to.
You also should not use your email address to create an account for another notary. Each person should have a separate account with their own email address.
Using the same account for multiple notaries can cause orders, personal information, documents, or course progress to be associated with the wrong person and may make it difficult to access your information later.
If you have already placed an order using the wrong account, please contact Customer Care for assistance.
How Do I Obtain a Refund?
If you are not satisfied with your order, please contact us at 800.821.0831 or This email address is being protected from spambots. You need JavaScript enabled to view it.. We want to make sure you are happy. Once the problem is understood, we can determine your options.
IMPORTANT: If we cannot process your order within 12 months due to lack of required information from you, we are no longer obligated to fulfill your order and you will not be refunded. Of course we will attempt to contact you multiple times during that time in attempt to obtain the required info.
Our stamps, seals and embossers are replacement guaranteed for your commission term. If there is an issue due to normal wear (ink replacement not included), we will replace it at no charge. Personalized items are only eligible for refund if the item has a manufacturing error or was damaged upon receipt. If non-personalized items are returned in original condition, we will issue a full refund minus shipping. For online notary training courses, a 100% refund will be issued if the course was never started. For errors & omissions insurance, you will receive a 100% refund if you cancel the policy within 30 days of activation.
I Was Charged Twice. What Should I Do?
Occasionally, a customer may see two charges for the same order. If this happens, don’t worry—we will review the charges and refund any duplicate payment.
You may notice the duplicate charge before our team does. If you see that you have been charged twice, please contact Customer Care as soon as possible so we can review your order and issue a refund for the duplicate charge.
When contacting us, please have your order number and the dates and amounts of the charges available. Once we are aware of the duplicate charge, we will process the refund as quickly as possible.
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