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Please see below our most frequently asked questions.

If we haven’t answered yours yet, please go to our contact us page and send us a note.

We look forward to hearing from you.


I did not receive my order confirmation email / receipt. What do I do?

Please check your spam folder in your email account.

If you can’t find it there either, please contact us.

Do you accept Purchase Orders?

Yes, we do accept purchase orders pending two conditions:

  1. Purchase Orders require a minimum order amount of $39.90.
  2. Payments MUST be received within 30 days of order placement.

Please also note that product will not be shipped until receipt of payment.

What is your Return and Refund Policy?


Unopened, shrink-wrapped DVDs ordered from www.PinesEducation.org can be returned within 30 days of receipt of shipment in most cases.

If you have purchased your DVD from Amazon.com please contact Amazon Customer Service at 1 (888) 280-3321 to process your return.

We do not accept returns of DVDs that have been opened, unless they are defective.

If your DVD does not work properly, please try playing it in a different player. If the problem persists, please contact us for a potential replacement.


To return DVD(s) please follow these steps:

  1. Please Contact Us about your upcoming return and let us know of the title, quantity and reason of return.
  2. Mail the DVD(s) and a packing slip with the same information as above to

Pines of Sarasota
Attn: JoAnn Westbrook
1501 N. Orange Ave.
Sarasota, FL 34236

  1. Upon receipt of your DVD(s) we will process your refund either electronically or by check, depending on your original payment method. (Please allow up to 14 days of receipt of check.)


Online Video

We do not offer returns on online video purchases. If you are experiencing technical difficulties please Contact Us and we will try our best to assist to alleviate the problem.


Professional Trainer Kit(s)  

We do not offer returns on Professional Trainer Kit(s) . If you are experiencing technical difficulties please Contact Us and we will try our best to assist to alleviate the problem.

What are your customer service hours?

Our customer service hours are from 9am to 5pm EST, Monday through Friday.

I would like to get the PowerPoint file Teepa uses in her program. Where can I get it?

Teepa Snow’s presentation slides are available here as free pdf downloads.

If you are a trainer, we recommend you take a look at our Professional Trainer Kits to effectively enhance and compliment Teepa Snow’s DVD programs. More information coming soon!

We would like to book Teepa Snow for an event. Can you help us?

We do not handle bookings for Teepa Snow. Please visit her website for more information.

Do you offer Continuing Education Credits (CEUs)?

We currently only offer CEUs for Florida-licensed attendees of webinars.

We do NOT currently offer any type of CEUs for Teepa Snow Online Video or DVD programs.

What should I do if I can’t remember my password?

If you can’t remember your password, please click here to reset it.


How long will I have access to my Online Video?

You will have Lifetime Access to your purchase online video(s).

(Excludes on-demand webinars.)

What are the technical requirements for Online Video?

Computer or other electronic device connected to internet; Audio-Slide Presentations require Sound Card with speakers or headphones to hear audio presentations; Most recent web browsers will work, but a confirmed list includes: Chrome, Firefox 14.0 and Internet Explorer 11; and Adobe Reader to view PDF files; software may be downloaded at no cost from adobe.com.

We recommend only viewing programs through hardwired internet connection or WIFI. Pines of Sarasota Education & Training Institute is not responsible for any data streaming charges by third parties.


Mac Users: Our videos are hosted on Vimeo, and we have confirmed video player compatibility with Safari 9.1.1. If your browser is older than that, we recommend updating to a newer version or using an alternative browser such as Chrome.

Can I download the videos to my computer/electronic device?

No. Online video viewing is time-limited and available for viewing from within your account at wwww.PinesEducation.org only.

Can I embed the videos in my website?


However, if you are a company, school , university or other type of organization looking to integrate our online video programs into your online learning system, we might be able to find a custom solution. Please contact us for further details.

Can I share my online video login information with others to view the program?

No. Sharing login information to individual-user accounts is strictly prohibited and will result in immediate account termination. Refunds will not be granted in this instance.

If you would like to have more than one person to have access to online videos, please contact us.

How will I get access to my programs?

During checkout you will be prompted to create a password for your account. Upon successful payment, you can log into your account using that password and the email address used during checkout. Click on the “View” link besides the program you would like to see and select a chapter to begin viewing your program.


Do you offer discounts?

We offer discounts for orders of 100 DVDs or more. Please contact us for a custom quote.

Do you offer international shipping for DVDs?

We are in the process of setting up international shipping options.

Until then non-U.S. DVD orders can be placed through our Amazon shops:

Can I upload the DVD content into our own electronic learning platform?

No. The DVDs and content are copyright protected, and uploading content to any type of electronic retrieval system or third party platform is strictly prohibited. Violations are subject to fine and prosecution.

If you are looking to have several people, students or staff members view the program without the use of a DVD, please look into our customized video streaming options.

Which region code are the DVDs?

All of our DVDs are region code free.


What are Professional Trainer Kits?

Professional Trainer Kits are a collection of downloadable PDF files intended to help increase learning for your students and joy of teaching for you. Save them on your computer, and print and use them as often as you desire. Click here to learn more.

What are Professional Trainer Kits?

Professional Trainer Kits are a collection of downloadable PDF files intended to help increase learning for your students and joy of teaching for you.

Learn more by clicking here.

I didn’t get my Professional Trainer Kit. Where is it?

Professional Trainer Kits are collections of digital PDF files that will be emailed to you upon purchase. If you did not receive this email, please attempt to log into your account to download the files.

Why should I get the Professional Trainer Kit if you offer Teepa Snow’s presentation slides for free?

Teepa’s presentation slides are a great start, and particularly helpful for family caregivers that are attempting to take-in and retain as much information as possible.

However, we strongly encourage trainers and professional caregivers to enhance their training through a comprehensive set of training tools.

Professional Trainer Kits contain*:

  • Pre-Test – Measure your or your students’ level of knowledge before training
  • Post-Test – Measure how much you or your students learned from watching Teepa’s program
  • Chart of GEMS™ Levels – A handy reference chart for the different GEM levels.
  • Presentation Slides – Great for taking notes during Teeps’a information-packed DVD trainings
  • “Completion of Training Certificate” Template to issue to your students. – Recognition for a job well done!
    • (Your students may submit their certificate for potential approval to their regulating State Board. Pines Education Institute does not offer CEUs for DVD training.)

Professional Trainer Kits are customized to each individual Teepa Snow program.

All Digital Files for Easy Storage, Access and Printing.

*Contents vary by DVD title.


Do you offer a print version of the Professional Trainer Kits?

No, print versions of the Professional Trainer Kits are not available.

How will I receive my Professional Trainer Kit after purchase?

Professional Trainer Kits are all digital files, which will be stored in your user account.
Once you have completed the purchase, you will receive an email with your unique account login information.
After logging in, you will be able to access your files in the “My Programs” tab.

What is included in the Professional Trainer Kit?

Professional Trainer Kits, customized to each individual program, contain* a digital:

  • Pre-Test
  • Post-Test
  • Answer Key
  • “Completion of Training Certificate” to issue to your students (Your students may submit their certificate for potential approval to their regulating state board. Pines Education Institute does not provide CEUs for DVD Trainings.)
  • Chart of GEMS Levels
  • Presentation Slides

*Contents vary by DVD title.


I didn’t get my certificate. What should I do?

We are sorry to hear you did not receive your certificate. Please make sure to check your email spam folder to make sure it isn’t there by accident. If it isn’t, please contact us.

I am trying to join a live webinar, but can’t get online. Help!

We are sorry to hear you’re experiencing difficulties joining our live webinar. Please contact Zoom.us customer service by clicking here. Their team is very knowledgeable and will be able to assist you quickly.

How will I get my certificate?

Upon watching the webinar and answering a few simply questions (not applicable to all webinars) you will receive your certificate by email.

Which types of CEUs do you offer?

CEUS are available for Florida-licensed NHAs, RNs, LPNs, ARNPs, and CNAs. Out of state or non-licensed attendees will receive a “Certificate of Attendance” to turn into their respective organizations. (Pines of Sarasota Education & Trainign Institute and its partnered presenters do not guarantee credit acceptance by third party organizations.)