Frequently Asked Questions


  1. Is this Clicker Training? Yes. For more information on Clicker Training, please read these articles:,
  2. How much time does training take? Chet recommends 15 minutes each day of actual training with your dog.
  3. Can I train multiple dogs? Dogs need to be trained separately. Once they can perform the desired behavior 9 out of 10 times, you can bring them together. This will increase the difficulty and test whether they’ve really “got it”.
  4. Will I receive a DVD? With the exception of our Hands Off Dog Training, which is available in a DVD version, our programs are all accessed online.
  5. How will I receive my program? When you place an order, an email, which gives login information for the program website, is immediately sent to your email address. For existing customers, the program is added to your library. IF YOU HAVE ENROLLED IN THE UK9C OR ERT PROGRAMSclasses start on Mondays. You will receive your Welcome email or the program will be added to your library early Monday morning (approximately 5am ET).
  6. What if I don’t receive my login details? Check your spam folder. If the email is not there, please contact Customer Service:
  7. How do I return to the program website? We recommend bookmarking the login page: There is a “Forgot Your Password?” link on the login page if you have misplaced your password. We can also reset it for you.
  8. I ordered a DVD or other product – when will it arrive? We ask Domestic customers to expect 5 to 7 days, and International customers to expect 15 to 17 days for their delivery.
  9. Are your prices in U.S. Dollars? Yes, we are an American business, and our prices are listed in U.S. Dollars.
  10. How can I cancel a subscription I have with you?  For fastest service, please send an email to
  11. What is your refund policy? Most of our programs carry an unconditional, 60-day money back guarantee. Details are listed on the bottom of each program’s sales pages and order forms. Please note these when you place your order, or contact us for clarification.
  12. I see charges I wasn’t expecting – what do I do? Please contact Customer Service:, for a painless resolution to billing issues!
  13. Why am I being charged $7.95 each month? If you are seeing this charge, it means that when you purchased a program, you also enrolled in a monthly subscription plan, our Video Tip of the Week club. Please contact Customer Service:, if you need assistance with this.
  14. What if I need help from a trainer? Many of our programs offer a forum, where you can communicate with our trainers. Look for the “Comments” tab under the training videos, and post your questions there. You will not receive notification when they reply, so please check back.
  15. How do I contact you for help? For fastest service, please send an email to