General Questions
Q: Where can I find help with a resource that is not from Carolina?
Check the SNHU Help Desk at https://snhu.service-now.com/sp
Q: I have questions about dropping a class, adding a class, or other questions about my status at SNHU. Where can I find information?
Please report to your advisor.
Q: I have a disability that requires accommodations. Who should I contact?
Please email assistivetechnology@snhu.edu
General Shipping Concerns
Q: I only have a post office box. What should I do?
Carolina requires a physical street address. If possible, have your kit sent to another location you are associated with, such as your workplace or a family member’s home.
Q: If my kit requires expedited shipping, will I be charged?
At Carolina, we do everything we can to assist students. Please contact a distance learning specialist directly at 1-866-332-4478, or at distancelearning@carolina.com.
Overseas Students
Q: I’m living in a country where I may have issues with customs. What should I do?
There can be various customs issues, depending on the specific country. Carolina handles these issues on a case-by-case basis. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: Do you ship overseas? I’m going to be traveling next term (no specific location provided).
Yes, Carolina ships overseas. Shipping to international addresses (including Canada and Mexico) requires additional time and may incur additional shipping expenses. Carolina will provide a detailed contents list for each kit to determine if materials in the kit comply with all regulations and requirements of the destination country. Additional duties and fees may be imposed by the destination country’s customs office. It is the responsibility of the student and advisor to investigate and accommodate for these regulations and to disclose and account for them during the kit ordering procedure. Make sure you allow adequate time to complete the process. Shipments to US military personnel are generally subject to fewer fees, but some items that can be shipped domestically are forbidden in APO/FPO/DFO shipments. You will need to acquire these items in your destination country. Carolina is not responsible for items taken out of the continental US if ordered domestically. Carolina handles these shipments on a case-by-case basis. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: Can you supply me with a list of contents? I’d like to try to find the needed items on my own.
The contents will be listed on your learning management system (LMS).
Q: My kit is stuck in customs.
At Carolina, we do everything we can to assist students. If your kit is being held in customs, please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: If my kit requires expedited shipping, will I be charged?
At Carolina, we do everything we can to assist students. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Delivery Concerns
Q: I think my kit was stolen, but I’m not sure. Will you please send me another one free of charge?
At Carolina, we do everything we can to assist students. If you believe your kit was stolen, please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: I no longer have access to the address I provided to my advisor. Will you please send a kit to my new address?
At Carolina, we do everything we can to assist students. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: My kit is stuck in customs.
At Carolina, we do everything we can to assist students. If your kit is being held in customs, please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: I live in Alaska/Hawaii or an overseas US territory (Guam, American Samoa, etc.). Should I order my kit in advance?
Carolina suggests that, if possible, you order sooner rather than later to ensure the kits arrive before classes begin. Alaska/Hawaii generally are shipped domestic 2 day. Shipping to an overseas US territory can take from 2 to 3 weeks. Carolina handles these shipments on a case-by-case basis. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: I’m going to be overseas next term and would like my kit shipped to my family, who will then repackage it and ship it to me in the country where I am living. Is this OK?
Carolina ships to the address that is provided. Carolina is not responsible for items taken out of the continental US if ordered domestically. If there are any specific questions, please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: If my kit requires expedited shipping, will I be charged?
At Carolina, we do everything we can to assist students. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Military Students
Q: I’m a military student stationed overseas. Do I need to make special arrangements for my order?
Shipping to international addresses (including Canada and Mexico) requires additional time and may incur additional shipping expenses. Carolina will provide a detailed contents list for each kit to determine if materials in the kit comply with all regulations and requirements of the destination country. Additional duties and fees may be imposed by the destination country’s customs office. It is the responsibility of the student and advisor to investigate and accommodate for these regulations and to disclose and account for them during the kit ordering procedure. Make sure you allow for adequate time to complete the process. Shipments to US military personnel are generally subject to fewer fees, but some items that can be shipped domestically are forbidden in APO/FPO/DFO shipments. You will need to acquire these items in your destination country. Carolina handles these shipments on a case-by-case basis. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: I dropped the class, but it looks like my kit is en route to my house. What should I do?
You should refuse the kit and then contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: My kit is stuck in customs.
At Carolina, we do everything we can to assist students. If your kit is being held in customs, please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: I live in Alaska/Hawaii or an overseas US territory (Guam, American Samoa, etc.). Should I order my kit in advance?
Carolina suggests that, if possible, you order sooner rather than later to ensure the kits arrive before classes begin. Alaska/Hawaii generally are shipped domestic 2 day. Shipping to an overseas US territory can take from 2 to 3 weeks. Carolina handles these shipments on a case-by-case basis. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: I’m going to be overseas next term and would like my kit shipped to my family, who will then repackage it and ship it to me in the country where I am living. Is this OK?
Carolina ships to the address that is provided. Carolina is not responsible for items taken out of the continental US if ordered domestically. If there are any specific questions, please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: If my kit requires expedited shipping, will I be charged?
At Carolina, we do everything we can to assist students. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Kit Contents
Q: An item in my kit is broken. Can I have a new kit?
Carolina will replace the broken item. Please contact a distance learning account specialist, directly at 1-866-332-4478, or at distancelearning@carolina.com.
Q: I’ve found something in the course/courseware/syllabus etc. that does not match the contents in the kit. What should I do?
Please report to your SNHU advisor.
Q: Can you supply me with a list of contents? I’d like to try to find the needed items on my own.
The contents will be listed on your learning management system (LMS).