Frequently Asked Questions
Q: I forgot my user name, how do I get this information?
A: Your user name is the email address that you registered with.
Q: Can I order more than the order limit listed for a product?
A: If you need a larger quantity than what is listed as the order limit, select the "Need More?" checkbox and fill out the information requested. A request will be sent to the Colorado Department of Public Health and Environment where it will be approved or denied. If denied, you will receive a message notifying you of the reason.
Q: How do I find products?
A: There are multiple ways to find products.
- Basic Search: You can use the search window located in the blue box on the left side of the screen by entering a basic search term such as QuitLine or Posters. If you find that your query does not return the results you anticipated, try using a single keyword to improve your search results. If you do enter multiple keywords, please note that your results will include items with any of the keywords as opposed to items with all of the keywords.
- Advanced Search: You can use the drop down boxes at the top of the screen to filter the products that appear in your search. Choose your filtering options from any or all of the drop down boxes, and your search will return all products that match your query. Note: the fewer options you select, the more results you will get.
- Category Navigation: You can use the category navigation located in the blue box on the left side of the screen to find products. First, you will select one of the categories provided on the Start page. Then, a new page appears that lists all products that fall into that category, as well as the option to condense your results further. You can then choose to condense your search results even further by selecting another category, which will appear as folders on the secondary page.
Q: What is the difference between the navigation on the left side of the screen and the navigation on the top?
A: Both allow you to search for products in different ways. The navigation on the left side of the screen takes you to items in a linear manner, by a predefined, unchanging path. This offers up to three levels of filtering. The navigation on the top of the screen allows you to define your own search path and can be changed every time you use it. This offers up to five levels of filtering.
Q: What's the difference between "Description" and "Product" on the Add to Cart page?
A: "Product" is the name of the product you are ordering. "Description" is an editable field that you can use to enter a description to help you identify what the order is for (e.g., brochures for summer event).
Q: I added products to my shopping cart, but when I tried to check out, it said I had to register or log in. Will my items still be in my shopping cart after I've registered/logged in?
A: Yes, your items will remain in your cart.
Q: Can I search for products without logging in?
A: Yes, you can navigate the entire site without logging in. However, when you try to check out, you will need to log in or set up a new user account.
Q: How long will it take for my order to arrive?
A: Generally speaking, it will take 5-7 business days for your order to be processed and shipped. For special request items (such as bulk orders or items that require approval), it will take 7-9 business days for your order to be processed and shipped.
Q: How much do the items cost?
A: These items are offered free-of-charge by the Colorado Department of Public Health and Environment through Amendment 35 voter-approved tobacco tax.