Shopping FAQs

  1. How can I obtain ISO standards?
  2. How do I select and purchase a standard?
  3. What products can I order online?
  4. How can I pay for my order?
  5. What is CHF and how can I convert that to my local currency?
  6. Are any taxes applied to online orders?
  7. What is Adobe Acrobat PDF format?
  8. What is a watermark?
  9. How do I download my documents?
  10. How soon can I receive my order?
  11. What are the business hours of the ISO Central Secretariat?
  12. How do I contact customer support?
  13. What is the returns policy?

How can I obtain ISO standards?    (top)

ISO Member
Orders for ISO standards and ISO publications should normally be addressed to the ISO member in your country. See the list of ISO members , which gives contact information for all ISO member bodies and correspondent members, and includes links to their online Web stores where available. ISO members are the primary sales agents for ISO publications in their country.

ISO Central Secretariat
ISO standards and other ISO publications can also be obtained from the ISO Central Secretariat via the ISO Online ISO Store or may be ordered by telephone, post, e-mail, fax and by traditional mail order. Please note, however, that if you place your order by phone, it should always be confirmed by mail, e-mail or fax.

In order to avoid delivery errors, it is important that you accurately quote the standard's reference number given in the ISO catalogue. For standards published in several parts, you should specify the number(s) of the required part(s). If not, all parts of the standard will be provided. For publications other than standards, please quote the exact title or its ISBN number (International Standard Book Number).

Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
E-mail: sales@iso.org
Post: ISO, 1, ch. de la Voie-Creuse CP 56, CH-1211 Geneva 20, Switzerland

How do I select and purchase a standard?    (top)

The ISO Store provides you with a number of different ways to find the standards and other publications of interest to you:

  • a quick search box on the top banner of each page
  • an advanced search which provides more sophisticated search facilities
  • predefined searches to find, e.g., all standards published this month, etc.
  • a search for Publications and e-products

The last three options are accessible from the quick search results page. All items available for purchase have an associated shopping basket function.

Filling your shopping basket and completing your order

When you have identified the standard you are looking for, under the function Add to shopping basket, click on the format and language version you require to put it in your shopping basket. A pop-up window will appear, showing you the content of your shopping basket. If you need another standard, click on the button Continue shopping in the shopping basket window and repeat the process.

When you have completed your shopping, click on the button Checkout at the bottom of the shopping basket window. If you are not a registered user or have not signed in during your current session, you will be prompted to sign in or create a new account. If you have put paper products into your shopping basket, you will also be asked to confirm the shipping address, so that you may change it if you wish. The ISO Store will then inform you that Your order is being processed and that this process may take up to 2 minutes to be completed: Usually the processing time is a matter of a few seconds before you see the Order overview on your screen. At the top of this page you will find information concerning the ISO member in your country. Below that is the list of the products you have selected.

Check your order. Key points are the format you have selected, paper or electronic (PDF), the price, the number of copies ordered and the total amount of your order: If you have selected paper products, the shipping costs will have been calculated and added in (see Shipping information). Finally, at the bottom of your order, you will be invited to choose which credit card you wish to use and to enter the related information (see How to pay for your publications). At this stage your order is not registered. You can decide to Edit it, meaning that you can add or remove any products from your shopping basket, to Cancel it altogether or to Confirm it.

Edit your order

Clicking on the Edit button will open a new window of your shopping basket. You can easily modify the quantities for each standard listed, remove one or more standards from the list or decide to add products by clicking on the Continue shopping button: If you do that you will find yourself back in the  ISO Online catalogue where you can continue to shop.

Confirm your order

Clicking on the Confirm button will open a new window on your screen  and you will be presented with your Order confirmation. As with the Order overview, you will first have information about the ISO member in your country. You will see your order information (order number, date, billing and shipping details, what you have ordered, costs) together with confirmation that payment is accepted. At this stage your shopping process is complete. We invite you to print and keep your Order confirmation. You might need it in case of a problem when downloading the documents.

Your invoice

For your convenience and company accounts, the ISO Store will automatically e-mail to you an invoice in PDF format which you will be able to print. Please make sure that at the time you register in the ISO Store you indicate your correct e-mail address and clearly indicate your company's name. Once your order is confirmed, we regret that we cannot change the address on the invoice. No new invoice will be sent to you.

What products can I order online?    (top)

All ISO products can be ordered online. Almost all can be delivered in either of two ways. First is the traditional paper method. You can ask for “hardcopy” documents  to be shipped to you (see Shipping information) or you can choose to download them as electronic documents in Adobe Acrobat PDF format that you can store on your computer. You choose which version you want when you add standards to your shopping basket, or when you are ready to finalize your order.

How can I pay for my order?    (top)

Purchasers dealing directly with the ISO Central Secretariat can opt to pay for ISO publications by cheque, by postal order or by using a credit card: For online customers, the only method of payment is to use credit cards through our secure payment system. We will accept MasterCard, Visa, American Express and Diners Club. Your credit card information is kept safe through the use of our secure transaction system (see also our Privacy policy). In countries with controlled foreign exchange, it is often necessary to show the bank the ISO invoice demonstrating that the exchange is needed for buying books.

What is CHF and how can I convert that to my local currency?    (top)

Prices for ISO publications ordered from the ISO Central Secretariat are expressed in Swiss francs (CHF). If you wish to convert the price of any ISO publication into your national currency you can find a currency converter at www.oanda.com.

Are any taxes applied to online orders ?    (top)

Local taxes are only applied for online orders delivered in Switzerland. No additional taxes are charged for delivery of products outside of Switzerland.

What is Adobe Acrobat PDF format?    (top)

PDF is a file format from Adobe. Details on PDF format can be obtained from Adobe Systems. You need to have the Acrobat Reader software installed on your computer in order to open and read the PDF file(s) you have purchased. Acrobat Reader is freely downloadable from the Adobe web site.

The ISO Store's PDF files are provided in either character-based format or, for older documents, in TIFF image-based format.

ISO standards which are downloaded are watermarked.

What is a watermark?    (top)

A watermark is additional information that has been added to a document to identify the rightful licensee. In the case of downloaded standards, using a watermark is a means of personalizing each standard that you download. The watermark displays your name, and the download date on each page of the standard. It shows that you are the rightful licensee of that ISO International Standard.

Sample of a page showing our watermark (PDF, 12.1 KB)

The ISO Central Secretariat uses watermarks in order to protect the copyright on ISO standards.

How do I download my documents?    (top)

We give you the option of downloading ISO standards as electronic files in Adobe Acrobat PDF format that you can store on your computer, making them available at your desktop instantly.

Once you have bought an ISO standard in this way, it is placed in your personal password-protected area, which you can access via the link My account. You will find the standard in the Downloads section. This is where your ISO standard is stored until you copy it to your own computer. Once we have made the PDF file available from your secure download page, it is then your responsibility to ensure that you collect it by copying the file to your computer. You have seven (7) days to take possession of your ISO standard by copying the PDF file to your computer. After that time the file will be deleted from your Downloads page.

Buying ISO standards as PDF files is subject to the conditions of the Licence Agreement. The Licence Agreement protects ISO copyright. To protect our copyright you are only allowed to print one hardcopy from each downloaded PDF file.

Downloading your document(s)

To download your document(s) immediately, just click on the Download button on your Order confirmation. This will bring you to the place in the ISO Store where we have secured the files of the document(s) you have purchased: This secure place is called My account and your document files will be listed like the following example:

Example - My Account

The first line represents your complete order in a zip file: all the documents you have purchased during any one shopping session are compressed into this file in order to ease and reduce download time. You need to have an appropriate zip/unzip software in order to extract your documents from a .zip file. The lines following the zip file each represent a single document in either a zip file or in a PDF file. For storage in your computer, you can choose to download your complete order with one command, or to download each document separately.

Buying ISO standards as PDF files is subject to the conditions of the Licence Agreement. The Licence Agreement protects ISO copyright. To protect our copyright you are only allowed to print one hardcopy from each downloaded PDF file.

How soon can I receive my order?    (top)

Orders for physical products, such as paper or CD-ROM, are dispatched as soon as possible after they have been processed. This will usually be either on the same day or the next business day after your order is received. Please allow two to three days for your order to be delivered. All orders for documents in paper format are shipped from the ISO Central Secretariat, Switzerland, by priority mail for orders within Switzerland or by courier service for orders outside Switzerland . For its customers, the ISO/CS has negotiated very economical rates.

What are the business hours of the ISO Central Secretariat?    (top)

Our Customer Service is open from 09:00 to 17:00 (UTC+1, winter time / UTC+2, summer time), Monday to Friday

How do I contact customer support?    (top)

Requests for help from Customer Service should be made exclusively via e-mail to sales@iso.org. We are unable to provide help or support via telephone. When contacting us, please be sure to indicate the error messages you are getting on your screen, your computer configuration (operating system, browser type and version) and the Adobe Acrobat Reader version installed on your computer.

We regret that we cannot provide help for problems related to Adobe Acrobat software, computer configurations, printers, etc. For these or any other computer or software-related problems, please contact your software and/or hardware provider for help.

What is the returns policy?    (top)

Except in the case of an error made by the ISO Central Secretariat, we do not accept returns for PDF documents nor do we credit orders for such documents.

For documents in paper format or on CD-ROM, DVD and other similar media sent by post, returns are accepted only where an error has been made by the ISO/CS or in the case of an order having been mistakenly placed twice. In this last case, the return mailing cost is at the customer's charge.

In all cases, without exception, documents can only be returned after agreement from the ISO/CS who will explain the procedure to follow. Please contact the ISO/CS Customer Service at the address sales@iso.org

Please note that orders will be credited only on receipt of the returned goods.

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