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COVID-19 FAQ

March 27, 2020

For the latest information regarding Cheng & Tsui's response to COVID-19, please consult the FAQ below. We will update this FAQ whenever a new change is announced.


GENERAL

  • A Message from Our President & CEO

    Click here to read a letter from our President & CEO Jill Cheng.

  • What steps have you taken to ensure the health and safety of your employees and vendors?

    We are following CDC guidelines and our entire staff has transitioned to remote work and virtual meetings. In addition, we have been assured by our vendors that they are also following safe practices in their workplaces, and that they remain operational to ship the products you count on.

ORDERS

  • Is Cheng & Tsui still processing and shipping orders?

    Yes. Though our office building is closed, we will continue to process and ship orders during our regular business hours: Mondays through Fridays, 9:00 am - 5:00 pm EST.

    Please note: we are working remotely and need all orders and communication sent to us via fax (1-617-426-3669) or email (orders@cheng-tsui.com). Please do not send your orders via postal service.  

  • Notice Regarding Domestic Orders

    Our warehouse is operating with a limited crew, so please allow an extra 2-4 days to receive your order.

    Please be advised that delivery carriers may leave packages at the destination address without securing a signature at the time of delivery. 

  • Notice Regarding International Orders

    Please be advised that international shipments may be delayed due to restrictions imposed by the destination country. As such, we cannot guarantee delivery dates for international orders.

    For immediate delivery, please consider purchasing digital versions of your books. If you cannot find the digital title you want, please contact us at marketing@cheng-tsui.com.

FOR TEACHERS

  • My school has transitioned to remote learning. Can my students and I access the textbook online?

    If you are a teacher who is currently using any of the following textbooks, please click here for more information on how to access your materials online.
    Integrated Chinese (3rd Edition & 4th Edition)
    Huanying
    Reading Into a New China
    Adventures in Japanese
    Dekiru!

    If you are currently using another Cheng & Tsui product that is not listed above, please contact us at marketing@cheng-tsui.com. We will do our best to accommodate you depending on the nature of your request. 

  • How long will it take for me and my students to get online access to the textbook?

    Our team is working diligently to assign licenses. Due to the high volume of requests we are receiving, we are prioritizing teachers whose schools have already begun remote learning or will begin shortly. Please allow 2-3 business days for a response from your account representative.

  • I rostered my students to give them Integrated Chinese on the ChengTsui Web App™, but they never received a welcome email or their login information is incorrect.

    Some schools’ email filters reject the automated emails from our Web App. If you rostered your students but they never received a welcome email, this is the most likely reason. You can pass on the following instructions from our digital team to your school’s IT department:

    “The ChengTsui Web App email is identified as coming from webapp@cheng-tsui.com. It is delivered via Amazon SES. If you need to run more detailed checks before allowing the mail through, verify by taking the following steps:

    1. Check that message is coming from an IP address that resolves to a string ending with .amazonses.com, which, in turn, resolves back to the same IP address. For example, if the message came from IP 54.240.8.25, the checks show:

    $ host 54.240.8.25
    25.8.240.54.in-addr.arpa domain name pointer a8-25.smtp-out.amazonses.com.
    $ host a8-25.smtp-out.amazonses.com
    a8-25.smtp-out.amazonses.com has address 54.240.8.25

    The second check returned the same IP address (that means IP does indeed belong to SES).

    2. Verify that the IP address of the sender is mentioned in the SPF record for amazonses.com (this check is usually performed automatically by the recipient's mail server).

    3. If either of the above checks are true, whitelist all sender email addresses ending in @cheng-tsui.com.”

    Please also fill out the Customer Support Form and a member of our team will contact you as soon as possible to further assist you. You can also access this form by clicking on the Customer Support button on the bottom of your Web App screen.

  • I’m having trouble using Integrated Chinese on the ChengTsui Web App™.

    If you are having trouble using the ChengTsui Web App, please refer to the ChengTsui Web App User Guide

    If, after consulting the Web App User Guide, you are still unable to resolve your issue, please fill out the Customer Support Form and a member of our team will contact you as soon as possible to further assist you. You can also access this form by clicking on the Customer Support button on the bottom of your Web App screen. 

  • I’m having trouble accessing my textbook in the e-reader on the website.

    If you are having trouble accessing your online textbook or workbook in the e-reader on our website (www.cheng-tsui.com), please contact us by filling out the Customer Support Form. Your support ticket will be addressed in the order in which it is received.

FOR STUDENTS

  • My teacher told me I can access our class materials online, but did not give me any other information. What should I do?

    At this time, in order for us to most efficiently help the maximum number of people, we are concentrating our efforts on assisting teachers. 

    If your teacher is unsure how to request online access for your class, you can direct him or her to this page. Please do not fill the form out yourself!

  • My teacher gave me Integrated Chinese on the ChengTsui Web App™, but I never received a welcome email or my login information is incorrect.

    Please ask your teacher to contact us. If you are having this problem, your classmates may also have this problem. We can help you best by working with your teacher.

  • My teacher gave me a license key for Adventures in Japanese, Dekiru!, and/or Huanying, but I don’t know what to do with it.

    To redeem your license key and access your book, follow these instructions:

    1. Create an account at www.cheng-tsui.com and log in. 

    2. Once you are logged in, click My Account in the top right corner of the page.

    3. Enter the license key into the Product Registration box.

    4. You will be redirected to the Licenses tab where you will see the name of your book.

    5. Click Read Online to open the book in the e-reader.

    After you redeem your license key, you can always click the My Account button and access your book in the Digital Bookbag section.

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