FAQ

Frequently Asked Questions (FAQs):

If your question is not answered through the FAQ's listed below, please contact the UIL Online Store by email for quickest response: store@uiltexas.org.

FAQ #1: I'm with a school/school district. How do I place an order?
- (1) Create a tax exempt account by following the three steps listed on the Tax Exempt Orders page.
- (2) Afterwards, follow the instructions in FAQ #2 if ordering with a purchase order (PO).
FAQ #2: How do I place an order using a Purchase Order (PO)?

(1) Sign in to your account.

If you have not created a tax exempt account, you must first complete the instructions in the Tax Exempt Orders & Shipping page.

(2) Add all the items you would like to purchase to your cart and proceed to checkout.
(3) Fill in all information requested in the checkout Step 1 through Step 3. In Step 4 choose the "Pay by check or Purchase Order" option.
(4) Click "Continue" and you will be taken to the order confirmation page. That page will contain your order ID number and instructions on how to submit a copy of your PO to the UIL.
(5) Email or fax your purchase order (PO) to the UIL Store. You MUST reference your order ID number!

If you are using a purchase order please submit a copy of the PO, referencing your order ID number to store@uiltexas.org or fax: 512-232-6471.

An order confirmation email/invoice will also be sent to you immediately after placing the order which will contain the same instructions shown in the order confirmation page.
You do not need to have a PO number when the order is placed. Your order will be pending until a copy of the PO is submitted to the UIL Office referencing the order number given to you by the UIL Store.
NOTE: When sending a PO to the UIL, you MUST reference your order ID number. All order must be placed through the UIL Store first in order to obtain an order ID number. If a PO is sent to the UIL office without referencing the order ID number, the PO will be returned to your school/school district.

FAQ #3: How can I print my invoice?
- (1) Sign in to your account.
- (2) In the "Orders" section of "Your Account", locate your order and click on the "Order #".
- (3) On the right side of the page you will find the "Print Invoice" button under the Order Details section.
FAQ #4: How can I obtain a quote?
- Because many of our items are only available in digital format, quotes can not be given over the phone or through email. Two options are available to be used as quotes.
- (Option 1): Add all the items you'd like to purchase to your cart and proceed to checkout. Use the "Pay by check or purchase order" option to check out. Afterwards, use the instructions listed in FAQ #3 to print your invoice.
- (Option 2): Add all the items you'd like to purchase to your cart then click "View Cart". This page will show you all applicable fees for your order. If shipping charges are not applicable to your order, there will not be a Shipping line below Subtotal. If shipping fees are applicable, you can click "Add Info" in the shipping section. Fill in the 4 required fields, then click "Estimate Shipping". Finally, click "Update Shipping Cost" to view the grand total. Print this page to use as a quote.
FAQ #5: How do I place a tax exempt order?
- Instructions on how to place a tax exempt order can be found in the "T ax Exempt Orders & Shipping" page of the UIL Online Store.
FAQ #6: How will I download digital items?

Any products available for digital download will state so in the product's description. If you are ordering digital items, please create an account before placing the order (if you checked out as a guest see FAQ #7).
(Download Option 1): You (the purchaser) will receive an email from the UIL Store with the download links once the payment or PO for the order has been received and processed.
(Download Option 2): You can also download your items by signing in to your account. Afterwards, go to "Orders" and click on "Order #XXXXX" (Your order number). To download the item(s) click on the icon with a black circle & downward arrow ( ).
Only the account that places the order will have access to the downloadable file(s). No other account will have access to the order.
If paying by credit card, you will receive access to digital downloads immediately after placing the order. If paying by check or purchase order, this will happen after the check or PO is received and processed by the UIL.
NOTE: You (the purchaser) must save all digital downloads onto your computer or storage device. With each purchase you are granted access to digital items for 1 year or 5 downloads, whichever occurs first. The UIL can not reverse that counter, so you (the purchaser) are responsible for saving these digital files.

FAQ #7: I placed an order and checked out as a guest. How do I download my items?

If you ordered downloadable items and checked out as a guest, the UIL Online Store automatically creates an account for you. Go to the "Sign In" page and then click on "Forgot your Password?". Type the email address you used to place the order. An email will be sent to that address so that you can create a password and sign in.
After signing in, follow download Option 2 in FAQ #6.

FAQ #8: I never received an email/no longer have the email with the download links. What do I do?

We would recommend first checking your email's spam. If you don't have the email, follow the instructions in FAQ #6 (Download Option 2).

FAQ #9: In the checkout page I am stuck on Step 1: Billing Details. What do I do next?

Option 1: "I want to use an existing billing address.

If you have previously ordered from the UIL Online Store, an address(es) may be saved in "I want to use an existing billing address". Click on the drop down menu and select one of the addresses listed. Afterwards, click on "Bill to this address". You should now see Step 2.

Option 2: "I want to use a new billing address".

If you do not see an address in the "I want to use an existing billing address" section, or if option 1 is not working, click on "I want to use a new billing address". Fill in all of the required fields for your billing address and then click on "Bill to this Address".

FAQ #10: How do I obtain a copy of the UIL's W-9?

Please email store@uiltexas.org to request a copy of our W-9.
In your email please include: school/company name, address, phone number, fax number, and email address.

FAQ #11: Is the UIL a sole source vendor?

Yes, the UIL is the sole source vendor for all the items sold on the UIL Online Store.
Please email store@uiltexas.org to request a copy of our sole source affidavit.

FAQ #12: How long will I have access to my digital items?

You will be granted access to digital downloads for 1 year or 5 downloads, whichever occurs first. Please save the files onto your computer or device before your download access expires.
After 1 year or 5 downloads you will no longer have access to the digital downloads. The product will say "File has Expired" after your download limits have been exhausted. The UIL Store cannot reverse this and you will no longer be able to download that order.

FAQ #13: The product I ordered says "File has expired". What has happened?

If the item says "File has expired", then you have exhausted your download limits. You are granted access to digital downloads for 1 year or 5 downloads, whichever occurs first. The UIL can not reverse that counter.
Please check your computer's "Downloads" folder, or whichever folder your computer sends downloaded files into. You may find your previous downloads in there.
The UIL can not reverse the download counter. You will need to purchase the product again, if you need to download the file again.
The UIL is not responsible for any download errors you may experience due to computer malfunction, internet problems, school district internet restrictions, or any other type of technological error that may arise.
If you are experiencing downloading issues, stop clicking the download link and contact your school district's IT department or the UIL for assistance before exhausting all 5 downloads.

FAQ #14: My order status is marked as "completed" but I also ordered physical item(s) and have not received it yet. Will I receive the physical item(s)?

Your order has been marked as "completed" so that you can access the downloadable item(s) included in your order. Any physical items you purchased will be shipped to you as soon as possible. You will receive an email once the item(s) ship.

FAQ #15: My order status is marked as "Awaiting Shipment". What does that mean?

If you ordered DVD's, this status means that your DVDs are being created and being prepared for shipment. Another email will be sent to you once the order has shipped. We thank you for your patience.
If you ordered study material, your package is being prepared for shipment.

FAQ #16: I've placed an order and submitted my PO. When will I get access to the digital downloads?

We will make every attempt to grant you access to your digital downloads as quickly as possible. PO's will be processed in the order that they arrive in the UIL office. Please allow at least 3-5 business days, from the day you submit the PO to the UIL Office, for your order's status to be updated. Once we have processed your PO, the UIL Online Store will email you the download link(s). We thank you for your patience.

FAQ #17: Does my school/district have an account with the UIL Store?

There are no school-wide nor district-wide accounts on the UIL Store. The accounts set up through the UIL Store will be personal accounts because you will need to use your email address to log in to the Store to retrieve any digital items.
Every person wishing to order through the UIL Store must create an account.

FAQ #18: My school district has ordered from the UIL in previous years, why isn't our account tax exempt?

The UIL Store is a completely new system than the paper order forms used in the past. All accounts created through the UIL Store must follow the process listed on the Tax Exempt Orders & Shipping page to create a tax exempt account.

FAQ #19: What type of payment options do you accept?

We accept Visa, MasterCard, check, or Purchase Order (school district PO's only).

FAQ #20: Who should I make the check or purchase order (PO) payable to?

Make payable to: "The University of Texas at Austin, UIL" 1701 Manor Rd Austin, TX 78722

FAQ #21: How do I cancel an order?

If you are experiencing any issues with your order, please contact the UIL Store. We'd love to resolve any of your issues!
To cancel a pending order, please email the UIL Store: store@uiltexas.org. Please make sure to reference your order ID number.

Note: orders with digital items may not be cancelled after you've been granted access to the digital items. Please see the UIL Store's Return & Exchange Policy for additional information.

FAQ #22: How do I know what grade level the study materials are for?

All study material for Elementary, Junior High, and Middle School (Grades 2-8) will be found in the A+Study Material section. All high school sudy material can be found in the High School Study Material section. Additionally, every item will state what grade level(s) it is intended for in the product's name or in the product's description.

FAQ #23: How secure is my credit card information?

Your security is extremely important to us. No one at the UIL will ever be able to see your credit card information, except for the last four digits of your credit card number and the expiration date. All credit card payment are processed by a secure credit card payment processor: Authorize.net.

FAQ #24: Do you have a question not answered on this page?

If you don't find the answer to your question, please email your question to the UIL Online Store: store@uiltexas.org