Publications Order Form
If you do not wish to order online, you may print the publications order form.
Copyright Policy
All NCQA publications are copyrighted documents. Publications may not be copied without permission from NCQA. E-pubs and Web-based pubs are limited to licensed individuals. All copyright requests must be in writing and e-mailed to customersupport@ncqa.org.
Payment Policy
Pre-payment is needed in full for an order to be sent. NCQA does not accept purchase orders (POs). If this poses a problem, contact NCQA's Customer Support at (888) 275-7585 for assistance.
Return/Exchange Policy
Return/Exchange Form
A processing fee of 15% of the total returned items will be charged for all returns.
Returns
NCQA will accept returns of publications and items that are accompanied by the original invoice within 30 calendar days of receipt of the order. Returned printed publications and products must be in original condition. NCQA has the right to refuse any return if the item is damaged and not in original condition.
NCQA is unable to accept returns of e-pubs and web-based pubs. No electronic publications and web-based publications may be refunded or exchanged.
When returning or exchanging an item, complete and include an NCQA Return and Exchange Form with the package. Be sure that all packages sent to NCQA are traceable and sent via UPS or the U.S. Post Office. NCQA is not responsible for lost packages. If the return is a result of our error (you received an incorrect or defective item), contact NCQA Customer Support at (888) 275-7585 before returning the item.
Please send items being returned to:
NCQA Returns
1100 13th St., NW Suite 1000
Washington, D.C. 20005
Refunds
A refund for the cost of the returned items minus a 15 percent processing fee will be sent once the item and the NCQA Return and Exchange Form are received. Sales tax, if paid, is refundable. Shipping and handling fees are non-refundable.
If the return is a result of our error (you received an incorrect or defective item), NCQA will waive the processing fee and ship the corrected item at no additional charge.
Exchanges
A 15 percent processing fee of the total cost of exchanged items will be charged. The replacement item will be sent once the item, the NCQA Return and Exchange Form and any additional payment required has been received. Additional payment must include shipping and handling for the replacement item and any applicable sales tax.
Credits
A 15 percent processing fee of the total cost of returned items will be charged. The resulting credit is valid for one year from the date of issue, and those credits unused at the end of 12 months will be forfeited.
Discounts
Discounts must be requested at the time of purchase and cannot be applied retroactively.
Discounts cannot be combined. If more than one discount applies, the greater discount will be given.
The e-pubs and Web-based pricing structures include a volume discount; therefore, we are not able to extend any of the other discounts listed above.
Volume Discount
Volume discounts are offered on most NCQA publications (except electronic and Web-based publications). For purchases of 11 or more printed copies of the same publication, a 10 percent discount is offered. For large purchases of NCQA Specialty Items or for purchases of 51 or more printed copies of the same publication, contact NCQA Customer Support at (888) 275-7585 for information about volume discounts.
HEDIS Users Group (HUG) Members Discount
HUG members will receive one set of HEDIS printed publications (Volumes 1, 2, 3, 5 and 6) and a single-user e-pub version of Volume 2, which includes all changes from the October Update. HUG members receive a 10 percent discount of 1 or more copies of HEDIS printed publications and HEDIS e-pubs. To take advantage of your HUG vouchers, contact NCQA Customer Support at (888) 275-7585.
HEDIS® Auditors Discount
HEDIS auditors receive a 10 percent discount on purchases of 1 or more HEDIS printed publications.
Government Discount
Employees of government agencies receive a 25 percent discount off the regular price of all printed publications (including Quality Compass). To confirm eligibility for this discount, NCQA must receive a letter on agency letterhead requesting the government discount, prior to processing. This discount is not retroactive and does not apply to online purchases or international orders.
Effectiveness Dates
Please call NCQA Customer Support at (888) 275-7585 with any questions regarding which publication to order. Effectiveness dates may vary by product.
Shipping Information
Printed publications and products are shipped via Standard UPS Ground service unless next day service is requested. Please allow 5-7 business days for delivery. Shipping and handling charges are for UPS domestic orders only. UPS and Federal Express do not deliver to P.O. Boxes. For international orders, please call (202) 955-3500 for non-domestic rates. Web-based publications are delivered electronically.
All overnight orders placed after 1:30pm ET will be sent the next business day. If your request is urgent, contact NCQA Customer Support at (888) 275-7585.
Shipping and handling rates for UPS domestic orders
For orders totaling: Please include:
$1 - $25 $10
$26 - $75 $12
$76 - $100 $14
$101 - $300 $18
$301 - $500 $22
$501 - $700 $28
$701 - $900 $34
$901 - $1,200 $40
$1,201 - $1,500 $46
$1,501 and over 3% of order total
Please note that the rates above apply to printed publications and products. There is no shipping and handling charge for e-pubs and web-based publications.
Shipping within the U.S.A.
Standard UPS Ground (Commercial or Residential)
Please allow 5 to 7 business days for delivery.
UPS Overnight
Please allow 1 to 2 business days for delivery from date of purchase (delivery date is based upon the time of day order was purchased).
See shipping and handling rates above for all orders. For overnight deliveries, there is an additional charge of $50.00 for the first two publications and $45.00 for each additional 2 publications. (For example, 1 or 2 publications would be $50.00, 3 or 4 publications would be $95.00, 5 or 6 publications would be $140.00, etc.)
Federal Express – Regular or Overnight
Upon your request, your order will be shipped by Federal Express. Your Customer Federal Express number will be required to process your order.
Please allow 1 to 2 business days for delivery from date of purchase (delivery date is based upon the time of day order was purchased). All Federal Express orders placed after 1:30pm ET will be sent the next business day. If your request is urgent, please contact NCQA Customer Support at (888) 275-7585.
See shipping and handling rates above for all orders. For Federal Express, there will be a $10.00 rush handling fee plus your FedEx charges.
Shipping to International Addresses
For all international orders, please call NCQA Customer Support at 202-955-3500 or email at customersupport@ncqa.org.
Worldwide Express
Please allow 1 to 3 business days for delivery.
Worldwide Expedited
Please allow 4 or more business days for delivery.
Shipping to Canada
Canada Express
Please allow 1 to 2 business days for delivery.
See shipping and handling rates above for all orders. For Express Service to Canada, there is an additional charge of $50.00 for the first two publications and $45.00 for each additional 2 publications. (For example, 1 or 2 publications would be $50.00, 3 or 4 publications would be $95.00, 5 or 6 publications would be $140.00, etc.)
Canada Expedited
Please allow 3 or more business days for delivery.
Shipping to Mexico
Mexico Express
Please allow 1 to 3 business days for delivery.
See shipping and handling rates above for all orders. For Express Service to Mexico, there is an additional charge of $50.00 for the first two publications and $45.00 for each additional 2 publications. (For example, 1 or 2 publications would be $50.00, 3 or 4 publications would be $95.00, 5 or 6 publications would be $140.00, etc.)
Mexico Expedited
Please allow 4 or more business days for delivery.
Web-based Publications
NCQA offers some publications electronically via the Web. Customers gain access through a secure Web site with a unique User ID and password. All the information that customers have found in the printed publications and e-pubs is available in an interactive format.
Organizations may perform self-assessments prior to review, and then submit the information to NCQA to begin their review. The Survey Tools (STs) are interactive and contain fields for entering data and calculating results.
For web-based products, NCQA does not make any commitments with respect to the use or performance of the Software and Services with browsers other than MS Internet Explorer 5.5 or higher.
All organizations undergoing a review for accreditation or certification must purchase, at a minimum, a single-user license of the STs. Please call Customer Support at (888) 275-7585 for more information.
Shipping
Web-based publications are delivered electronically, therefore, there is no shipping and handling fee. Customers will receive their user ID and password via e-mail. Access is available through your web browser. It is recommended that customers use one of the following browsers: MS Internet Explorer 5.0 or higher.
Refunds
NCQA is unable to accept returns of web-based publications. To ensure that you are ordering the publication that will most meet your needs, please review the detailed description or contact Customer Support, as web-based pubs are non-refundable.
Publication Formats
Interactive Survey System/Web-based Publications
Web-based publications are accessed through a secure Web site with a unique user ID and password. The Interactive Survey System (ISS) contains helpful instructions, navigating the Standards and Guidelines and Survey Tool, setting up and using the Survey Tool for readiness assessment and evaluation, managing documents and submitting the Survey Tool for an NCQA survey.
No special software is required; it is recommended that Netscape 6.0 or MS Internet Explorer 5.5 be used as your Internet browser.
e-Pubs
Most NCQA publications are also offered as e-pubs that are easily downloadable via the Web. E-pubs are protected Microsoft Word and Excel or Adobe® PDF documents that are sent via email. E-pubs are simple to load onto your PC, network and intranet.
User Licenses
Both Web-based publications and e-pubs are sold by user level. You choose the number of users you will need for your organization. You can easily upgrade if you need to allow access to more users. You are encouraged to purchase the lowest level of users needed because you may always upgrade, but returns and exchanges are not accepted.
HEDIS® is a registered trademark of the National Committee for Quality Assurance (NCQA).