Welcome to

Our Policies


On our Web Site or by phone or fax: 

Toll Free:

Mail Orders: Professional Pride, Inc. PO Box 1090 Sumner, WA 98390

Physical Address:  321 4th St SE, Puyallup WA 98470

Professional Pride, Inc is the sole source of all of our products to include Desktop Academy, and 9-1-1 Reality.  Please see the attached SOLE SOURCE LETTER. 


VISA, MC, American Express, Check and Agency Purchase Order.  We will accept credit cards up to $2500.


To ensure items are in stock for immediate delivery, please call. If an item is on back order, we can give you an estimate on delivery time.


We ship UPS ground shipping unless requested next day or two day, MUST CALL in to ensure we are in the office and the product is available PST.  We are not respondible for refunding UPS fees if the package is late due to any reason (weather, mistake).  If UPS agrees to refund our company the amount of shipping, we will refund the fee minus our $25 next day package and rush fee. 


Products or prices are subject to change. If you need to ensure the current correct price, please call. No item will be shipped without approval of price change.


We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, please call for a return authorization and then send the product back to us within 5 days from receipt date (with a reason please) in the same condition as received and you will be credited. Some products may not be returned if opened such as DVD's, CD's and Books. 

9-1-1 Reality and Desktop Academy computers contain proprietary software and returns require a re-stock fee of 15%, must be in original condition, unused and unmodified with authorized return within 5 days from receipt of delivery. The product must be in it's original packaging -  shipped insured through FedEx or UPS with a copy of the invoice. Returns of 9-1-1 Reality and Desktop Academy MUST require a return authorization number obtained by calling 1.253.435.0911.


Simulators and Computers have a one year warranty from the date of delivery. In the event your system fails or the software is corrupted contact us by phone and email the problems.  We will most likely request the damaged unit to be shipped to our location.  You will need an authorization.  In the event your system fails after this year period of time or the time of your extended warranty, contact us for a quote on replacement - we do not repair out of warranty computers - we will replace hardware and software (request quote). The damaged failed computer must be sent to us.  The customer is responsible for shipping costs to us for replacement or repair for off warranty replacements.  Software updates are no cost and support and replacement of corrupted software is for the life of the product or the life of this company.  


STANDARD DELIVERY - Most items are sent UPS and should arrive in 10 business days. Alaska and Hawaii will be shipped via Air Mail.  In the event items are backordered we will let you know immediately and update with the potential and actual shipping.

SIMULATORS  Simulators are shipped within 5 - 8 weeks and it is possible backorders happen due to no fault of our own with the manufacturer.  If the units are delayed - every effort will be made to continually update you on their progress. In the event you have a deadline for grants or ordering please let us know, we can substitute brands so that you can receive the same great product on time using different but equal hardware.  If a particular brand is required call to verify. 

EXPRESS DELIVERY - UPS guarantees 3rd business day delivery. Charges for this service will be added. Please call to request express delivery.

OVERNIGHT or NEXT DAY DELIVERY - UPS or USPS will be used for overnight or next day delivery. Charges for this service will be added. Please call to request overnight or next day delivery.


When you order an e-book or game - you are given a link when you complete your order Go to My Accounts. You must be signd in to your account. You can click on the link and your product will appear so you can copy it to your computer.  If this process fails for any reason, please contact 1.800.830.8228 or  support@911trainer.com and request assistance as some items can be emailed or sent through links.  Most likely we will email a link for download from Box.com. If you use a Purchase Order, your download will be available the next business day during our business hours. Our business hours are 8 AM - 4 PM PST.


If you have an idea that turns into a product, you will receive that product free. We love to hear any feedback that our customers have for us about our products be it positive or not so positive.


Quantity Discounts, products and consulting will be quoted in writing and emailed, contact Christine@911trainer.com. Quotes are valid for 30 days. 


Copyright laws prohibit reproducing products such as DVD's, videos, books, CDs and electronic/computerized files. Permission is not granted for such reproduction; however, minimal copying of written materials for training purposes is approved with proper credit for authorship granted.  On  many of our products we sell a SITE LICENSE and that increases the cost of the product because you actually own the product for your purposes and copyright laws apply to the extent that you do not share or distribute or sell the product to others.  Your agency has purchased the right to copy and distribute to your agency only which is called a SITE LICENSE.  Questions can be direted to Sue@911trainer.com


There are times in the Comm Center that parts of products grow legs and walk away.  We want the product to work for you so we can work with you to get it all back together.  Send us an email or better yet call us and we can figure out if we can find a way to help or order a partial product for you.  Sometimes we can, sometimes at no cost and other items will cost and other times we can't help you but we sure do try. Contact donna@911trainer.com about this.

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