Frequently Asked Questions

How can I find out more information about the courses HES offers?

You may click on Learn More from any of the course overviews on the homepage or click here to read more about ACLS and PALS, or American Heart Association courses.

Who should take HES courses?

Union College ACLS / PALS: Our ACLS and PALS courses are designed for all hospital or pre-hospital professionals who are required to be credentialed or re-credentialed in those subject areas.

AHA courses: Each course is designed for a specific audience. Some are targeted to healthcare professionals, some to the general public. Please see the individual course descriptions for more information.

How can I get assistance with the website or courses?

You can reach our support staff by calling 866.511.4637 Monday through Friday, 8:00 a.m. to 5:00 p.m. Central time. Weekend and after-hours messages will be addressed the following business day. You can also email us at

What is your refund policy?

ACLS and PALS certification courses (provided by Union College) are 100% refundable.  Contact us at 866.511.4637 within 72 hours of purchase if you are requesting a refund.     

If you requested overnight shipping of your certification card, and the card has been shipped, shipping will not be refunded.

All American Heart Association courses are non-refundable once purchased.

I purchased a course on your old site and I don't see it on My HES.  What do I do?

If you purchased a course from HES on our old site and it is not showing in My HES or your Purchase History please call us toll free at 866.511.4637 Monday through Friday, 8:00 a.m. to 5:00 p.m. Central time, or write us at We can give you instructions on how to access your course materials.

Can I reset an exam I failed and retake it?

If you are taking an American Heart Association class that includes an exam you may have up to 2 tries to pass. Simply return to the AHA course home page from My HES and you will see your exam retake status.

If you are taking another HES course and failed the exam you may use My HES to review the course and reset the exam for a second attempt.

Why did I miss that question?

Within My HES, under Next Steps, you may review missed questions and see explanations for each incorrect and correct answer. You may also set an exam you did not pass for a retake; depending on the course you may have up to 2 retakes. Of course you may review all your course materials at any time up to 12 months from the date of purchase.