CSC Knowledge Base Articles

 

Website Inquiry 

 

Creating and using an account on your bookstore’s website 

 

Creating an account has the following benefits 

1. Ability to view your online order history.

2. Ability to view the status of your recent orders.

3. Save addresses and payment information to your profile for easier checkout.

4. Create and manage your Text Rental Agreement.

1. An account is required to rent print textbooks online. The Text Rental Account is accessed within the “My Account” screen.

5. Save items to your “Wishlist” and share the wishlist with others.

There are two primary ways to create a new website account online:

• Option 1: Create an account from the website header navigation.
• Option 2: Create an account during the Checkout process.

Tracking your order as a guest

 

You can still view your order status and digital credentials if you choose to check out as a Guest.

 

With added security, customers who check out as a Guest can view all the info that a signed-in customer would see in Order History, including order status and digital codes.

 

 

Resetting your eFollett bookstore website password 

 

If you have forgotten your password to your bookstore account, you will have the option to click “forgot password” on the sign in page to have instructions sent to you on how to reset the password. 

 

 

 

Accepted Payment Methods

 

Currently accepted payment methods include Visa, MasterCard, American Express, Discover, Pay with PayPal, PayPal Credit, Apple Pay and Gift Cards.  Some campus bookstores may accept Financial Aid or Bookstore Charge Accounts as a payment method online, if applicable.  

 

Financial Aid Payment Method

 

Some bookstores will allow payment from a Financial Aid or Bookstore Credit account on the website.  If available, those payment method options will be visible during checkout and you will need to enter specific information provided by the campus to proceed with usage.   

 

 

Checkout Error Message

If you receive a general red error message when submitting your order, please ensure all necessary fields have been filled with all correct information.  

If you receive an error message stating your payment method is invalid or cannot be accepted, please ensure your billing address on the order matches the billing address on file with the issuing bank or financial institution.  If it does not, please correct the information and try resubmitting the order. 

General Website and Accessibility Information

Our Commitment to Accessibility

Follett believes in respecting the dignity and independence of all individuals. We are committed to ensuring that our websites, products, and services are accessible to all—regardless of ability. We make every effort to enhance the usability of our products and offerings, ensuring a positive shopping experience for all. 

We take a variety of steps to continually enhance the accessibility of our website through monitoring and testing. We partner with experienced accessibility consultants to conduct regular website audits and provide recommendations to meet the nationally recognized World Wide Web Consortium’s Web Content Accessibility Guidelines (WCAG) 2.1 Level AA.

While we strive to adhere to all established standards and guidelines for accessibility and usability, it may not be possible to do so in all areas of the website.  In providing you with continuous innovation and the latest in campus promotions, some content may become inaccessible during the process.  For example, missing alternate text, low color contrast images, and/or redundant links.  We are continuously monitoring the website to identify and resolve any issues we find as quickly as possible.  

If you have difficulty using or accessing any element of this website or if you have any feedback, please feel free to contact us at customerservice@efollett.com or (800)-381-5151. We will work with you to make all reasonable efforts to correct the issue and assist with immediate needs.

 

How do I know my personal information is secure?

Our site has security measures in place to protect against the loss, misuse or alteration of your information. Our secure server software uses 128-bit encryption SSL technology and is among the best software available today for secure Internet commerce transactions. It encrypts your personal information, including credit card number, name, and address, so that it is not intercepted as it travels over the Internet.

You should also know that federal law protects you as a consumer against unauthorized charges made to your card. Talk to your credit card company for more information on protecting yourself from unauthorized charges.

Browser Recommendations:

For the best browsing experience to access our website, we recommend you use the latest available browser versions as they support the newest technology and virus and security protection.

What are my bookstore’s hours of operation? 

 

If your college or university has an onsite campus store, hours and location can be found under the “Store Info” link on your bookstore’s website.  

Shipping and Delivery 

 

How long until I get my order?

• Standard (arrives in 4-7 days)
• 2nd Business Day (arrives in 3-4 days)
• Next Business Day (arrives in 2-3 days)

Arrival times are dependent on item availability and ship-from location. Saturday deliveries in most areas. Severe weather, natural disasters, and other conditions beyond our control can occasionally disrupt shipping services. 

 

Store Pickup 

 

Ship online orders to your campus store for FREE, just select 'Store Pickup' on the Delivery Options page. We’ll send you email updates on your order status, and let you know when you can drop by to get your order.

* Note: Store Pickup may not be an available delivery option at all campus stores.  Some colleges and university stores are online only and do not have a physical storefront for pickup. 

 

Policy on Orders Not Picked Up

You will be sent an email once your order is ready for pickup. Please ensure to pick up your order within 21 days from receiving this email. Items not picked up after 21 days will be considered abandoned, re-shelved for sale, and you may request a refund. 

 

Can I ship to a P.O. Box?

 

Most orders may be sent to P.O. Boxes. Shipments to P.O. Boxes will be sent via UPS SurePost.  USPS Priority Mail is not an option.  

*Note:  Some general merchandise online only items are shipped from third party vendors who are unable to ship to PO box addresses.  If this is the case with something you have ordered, you will either be asked for an alternate address or the order will be cancelled, depending upon the fulfilling vendor.  

 

How do I ship to APO/FPO address?

When completing your Shipping Address during checkout:

• Enter Country > "United States”
• The City > choose APO or FPO
• The State > either "Armed Forces America," "Armed Forces Europe," or "Armed Forces Pacific"
• Enter your Zip code
• Enter your full name, grade, and PSC or unit number. Orders will ship via UPS SurePost.  Expedited shipping is not available to APO/FPO.

 

Can you ship to an International P.O. Box?

Unfortunately, we don’t currently deliver to International P.O. Boxes.

 

Shipping Rates  

 

Shipping rates may vary by store.  You can check shipping rate information in the Delivery Options section on the “Store Info” page on your bookstore’s website.  

 

Availability of Merchandise

 

Our goal is to provide you with all the products and services on the website. On rare occasions, some items and services may not be available at the time of purchase. If this happens, we will make every reasonable effort to fulfill your order in a timely manner.

 

Online Return Policy

 

Textbooks/Course Materials:

• Refunds are given for Course Materials returned before your campus-specific refund deadline*.
• Course Materials purchased during the last week of classes or final exams are not refundable.
• To support the delivery of digital content to you, a non-refundable digital delivery fee is applied to each digital material.

*Contact your school’s bookstore for the campus-specific refund deadline.

Digital Course Materials

• eBooks are digital versions of an entire print book.  eBooks are refundable within 14 days of the customer accessing the content, or 30 days after the purchase is made (without customer accessing the content), whichever occurs first. Additionally, refund requests cannot be fulfilled if more than 10% of the product has been viewed or if any page(s) of the content has been printed.
• Physical Courseware items, such as digital code access cards, are refundable within 14 days from purchase and unopened.
• Digital Courseware items, such as MyMathLab or McGraw Hill Connect, are refundable within 14 days from purchase (regardless of the amount of content accessed by the customer).

 

Hardware & Software

 

Bring back unopened computer hardware and software within 14 days of purchase for a full refund. Electronic Software Download (ESD) purchases are Final and Non-Returnable. 

 

 

Other Merchandise

 

All other merchandise that is unopened and in original condition can be returned within 30 days of purchase.

*Gift Cards are non-refundable

 

How to return a physical order 

 

In-person refunds

Just take your receipt/packing slip and return it to your campus bookstore.

Returns by mail

1. Include a copy of your confirmation email or order details with your securely packaged return. If you don’t have this information, include a note with your name, email address, phone number, and order number. Your refund could be delayed if we can’t identify the original purchase details.
2. Return shipping is at your expense. We’re not liable for lost or damaged packages. Please use a traceable, insured method of shipping when returning your item(s).
3. Hold on to your tracking information and shipping receipt until you get your refund.

Course Materials 

 

What’s the difference between "Textbooks" vs. "Course Materials”?

Course materials is a broader category that includes digital materials and supplies like lab goggles. It's everything you need for a class.

What's the difference between “Required," “Recommended," and "Suggested" textbooks?

• Required: it’s necessary for the course.
• Recommended: the instructor has suggested an item that may be helpful.
• Suggested: these items are often purchased with the required book, or other students have found the item useful.

 

What does “Choice” or "Pick One" mean?

Sometimes instructors provide a list of items that students can choose from to customize their experience. It’s your choice which one to pick.

 

What does “Book Edition” mean?

Your instructor will specify which edition they teach from. Using an older edition can put you at a disadvantage when assignments are made using page numbers or the material has been updated.

 

What is an "ISBN"?

ISBN stands for "International Standard Book Number." This unique identifier of each book edition is printed on the copyright page as well as back cover near the bar code. Checking the ISBN guarantees you’ve got the right book.

 

What is the difference between “New” and “Used” copies of a textbook?

Used copies are the same edition as the new, but previously purchased by another student and may have some notes or highlighting.

 

What are “Access Codes/Digital Supplements”?

Some physical books include a one-time-use code to access digital materials, and sometimes codes are available for purchase without the physical book. It all depends on how the publisher decided to offer the materials. Whatever the case, the campus store will present all of the options so that you can figure out which one is best for you.

 

What are the different types of Digital Books?

There are several varieties of digital books, but usually just one type per title/ISBN.

• The most basic digital book is just a non-interactive PDF of the physical printed book.
• A more advanced digital book will have some interactive sections.
• Finally, a purely digital book is more like a website, where a user chooses different paths through the material. This type of book does not usually have a physical version.

Your school may offer digital books in their student LMS (Learning Management System), if this is the case then specific instructions will be available. For more information on digital books, go to the Digital Course Materials page on your school’s store website.

 

What’s an eBook?

It’s a digital, often downloadable, version of a printed book that can be read on a computer, and in most cases on a tablet or smartphone. It may include videos, audio clips, interactive models, quizzes, or allow you to take and share notes, highlight or search for keywords.

 

Where can I find information on an eBook such as access, print limits, device sharing limits and other features?

Most eBooks use DRM (Digital Rights Management) to control how many downloads are allowed, and other aspects of book access.

For detailed eBook information, look at the text to the right of the eBook image on the search results page. Click on the ’Provider' link within the eBook details, the DRM details will appear in a pop-up, and show you:

• Access - how you can access the book (web-based or download).
• Format - publishing company info and format.
• Partial Content - will only display if a specific chapter(s) of the digital book is included.
• Print Limit - what percentage of the eBook you can print.
• Copy/Paste Limit - what percentage of the eBook you can copy and paste into other programs.
• Device Sharing Limit - how many devices you can use to download and share the eBook.
• Refundable - if an eBook is eligible for return. 

Sometimes, the DRM pop-up will also give you information on accessing/activating your eBook. 

Is my eBook accessible via the web?

Possibly, some eBooks are accessible via the web. Check the book’s description for this information.

Do I need to be connected to the Internet to read my eBook?

Good news, once you've downloaded your eBook, it’s available whenever you want.  However, you may need to be online to sync or access certain features.

Can I read my eBook on more than one device?

Most eBooks allow you to read your eBook on two devices. Some may allow more. Check the eBook's DRM for specific details.

 

Can I print my eBook?

Yes, but with limits. Publishers restrict the number of pages you can print from eBooks, usually only allowing 30% of an eBook to be printed. These restrictions are listed in the eBook's DRM so you can make an informed buying decision.

 

Can I download my eBook more than once?

You can download a book twice under the DRM (Digital Rights Management) rules set by eBook publishers. 

 

How do I rent or purchase an eBook?

You can purchase or rent an eBook at your campus bookstore or online from your campus website. Online, the available formats will be listed to the right of the book (e.g., "Buy New," "Buy Used," "Rent Digital"). "Digital" = eBook. After checkout, you’ll receive an email with instructions and links to activate or download your eBook.

 

I purchased/rented this eBook but no longer want it. Can I return it?

eBook vendors determine whether their titles are eligible for return. Check the book’s DRM for this information.

For eBooks that are eligible, the return must be made within 14 days of the date of purchase or rental. eBooks are not eligible for a refund if the material was downloaded or the access code was used.

 

Why can't I find the book I want as an eBook?

Not every title is available as an eBook, but publishers are continually adding new titles to their digital line-up.

 

What is DRM (Digital Rights Management)?

DRM is the tool used by eBook publisher to prevent the unauthorized copying, printing and use of their eBooks. DRM rules are set by publishers. These restrictions are found on our website, enabling you to make an informed purchase decision. 

 

What is the digital delivery fee?

Similar to a shipping charge for delivering physical (print) course materials, the digital delivery fee supports the delivery of digital content on our digital platform. 

 

Why do some of my digital materials have a digital delivery fee and others do not?

The fee is determined on a vendor by vendor basis. Some of our digital content providers do not allow additional fees to be charged.

 

 

How do I tell which products are charged the digital delivery fee?

In general, any digital course materials that are delivered through an integration and the store does not carry inventory on hand are charged the digital delivery fee. This includes product where access information is printed on your receipt for in-store purchases or provided through your online order confirmation email. 

When shopping online, an information tooltip  displays for each eligible digital title.  When selecting any eligible digital title to add to bag, a notification message displays  below the Add to Bag button. The tooltip as well as a summary of the quantity and total fee amount displays on the Order Summary section of the Shopping Bag and in Checkout. The Order Status Update email identifies the eligible digital titles and fee amount for the order. 

 

 

 

Is the digital delivery fee refundable?

No. The fee is used to support the technology that delivers the digital title to you. We also use that same technology to reverse the digital transaction for a return. 

 

Print Textbook Condition Substitution Policy

If your order includes a print textbook, there is a possibility the condition you selected (e.g. Used or New condition) is unavailable at the time we process your order. In order to serve you sooner, we will replace your textbook with the available condition, and your final order total will be higher or lower than your original estimated order total. If you are unhappy with this replacement, please contact us and we would be happy to assist you with a refund.

How do I find what course material to buy on my bookstore’s website?

The best way to search for your course materials is by your specific course information.  Some stores will offer shop by ID, where you may enter your student ID and the website will pull up all of the courses you are registered for and materials needed.  Otherwise, you can search by looking up each course in the website’s dropdown menu.   

What if I change or drop a class after I have the book?

In most cases, unused books are easily returnable to the campus store or online distribution center up to your school's class add/drop date. Check your campus store for exact refund date and return policies.

What is “Buyback” (selling books back)?

At the end of each term (or whenever you no longer need the book), the campus store will buy back books based on the book’s current market value.  This is applicable only for schools with physical campus bookstores.  

Textbook Rental 

 

What is Textbook Rental?

You can rent many of the textbooks you need for the semester, then return them at the end of the term.  And, at any point if you decide you want to buy the book or rent it longer, no worry – these options are available for most books.

How Do I Rent?

It's simple. Search for your course and section (if applicable), select the rental items available for your course, and add them to your shopping cart.  During checkout you’ll be prompted to provide rental collateral (e.g. a credit card) and sign the rental agreement. Completing the rental agreement signifies your commitment to returning your rental book back by the check-in date. 

What Age Do I Need to Be to Rent?

You must be 18 years of age or older to rent textbooks.

How Do I Return/Check-In my Rental?

If open, you can return your rentals in-store. View the store hours page for hours and availability.

Or, you can ship your rentals to the store, using the shipping carrier of your choice. Note: Shipping is at your expense.

1. Sign into your account using the same email address you provided at the register in-store or entered when you rented online. Note: If you don’t know your password, that’s OK – just click “Forgot Password” to reset. 
2. Once you’ve signed in, you will be navigated to the Rentals page to view your Rental Account Information and Rental History. 
3. Click “Return all Rentals by Mail” and follow the steps to print your packing slip.
4. Print your packing slip and include in your rental shipment. Your packing slip is crucial to include in your box – it identifies you, what you’re returning, and where to send your rentals.

 

 

How Do I Extend or Purchase a Rental Online?

You can extend or purchase your rentals at your campus store.

If you rented online, you can extend or purchase those rentals in your account. On the rentals page, you will see options to “Extend” or “Buy” for each applicable rental item. You will be prompted to place an order with the rental extension or rental purchase.

 

When is the Rental Return Date?

The rental return date is established so you can use the book for the entire term.  To avoid any late fees, we ask that you return all rented books to the bookstore by the return date on your receipt or packing slip.  We'll send you reminder emails at the end of term to help you remember to bring your rented books back.

 

What if I Forget to Return My Rental by its Due Date?

If you don't return your books by your return date, the bookstores will charge your credit card a non-return fee as well as a processing fee and you’ll own the book. You can keep the book or sell your book back according to the book buyback policies of your bookstore.

Why the Extra Fees if I Check-in My Rental Book Past the Deadline?

If you don't return your rental book on time, we'll need to find another copy of the book in order to have enough copies on hand for the next semester. The fees cover the additional expenses of finding another copy of the book.

What if I Rent a Book and then Decide I Need to Keep it?

You can convert your rental into a standard purchase at any time before the rental due date.  You'll simply receive a refund of your rental fee and be charged regular retail price based on the book's condition when purchased (new or used).

What Happens with My Rental Book if I Drop a Class?

You can return the book and receive a refund of the rental cost during the normal refund period established each term by the bookstore. Of course, for the regular refund policy to still apply: the book needs to be in the same condition as it was when it was rented, and you'll need a copy of your receipt or the packing slip.

 

Can I Highlight and Take Notes?

Normal highlighting and note-taking are perfectly acceptable. So, what's not OK? Well, excessive markings, as these would render the book unusable for the next customer.

 

Charge Inquiries 

I received a charge on my statement but I’m not sure why?

If you see a charge on your account from eFollett or a school bookstore, it could be one of the following reasons.

You or someone in your household/family placed an order on one our bookstore’s websites for textbooks or general merchandise and may not have realized the website is managed by Follett. 

Your or someone in your household/family, etc may have rented a textbook for a previous school term from one of our Follett bookstores and failed to return it.  Non-return charges are applied to the card on file in these situations.

 

The charge on my statement doesn’t match my order total

When you place an order online, your payment method is authorized for the entire amount of the order, but you are not charged for any item until it has been shipped. If you ordered multiple items in one transaction, it is possible these items will ship at different times.  If this happens, you will see each charge separately but when added together after everything has shipped, your charges should match the original order total.  

Order Tracking/Update Inquiry 

Can I cancel my order?

In some cases, you may be able to cancel your order, but it depends upon its current status.  If the order has already been packed for shipment, it cannot be cancelled.  If the order is already in transit, it cannot be cancelled but may be returned for a refund.  

 

The tracking number for my order is not showing any information.

Once you receive a tracking number for your order, please allow 24 hours for information to populate on the shipper’s website.  If you are seeing the message “label created”, this means tracking information was generated but the shipping label was not yet scanned by the carrier.  If it’s been several days and the information is still not updated, please reach out to your bookstore or contact Customer Service to check.  

 

My order shows delivered but I have not received it. 

Please make sure you have checked in all potential areas where mail would be received, such as in a mailroom or leasing office if you are in an apartment and at the front and back entrances if delivered to a house.  You may also want to check with neighbors to ensure it was not misdelivered to them.  In some cases, tracking will indicate a package was delivered a day or two earlier than when it arrives so you may wish to wait a bit longer.  Once you have done this and you still have not received your order, please reach out to your bookstore or contact Customer Service to check. 

General Merchandise

What is an “online only” item?

Online only items are general merchandise items such as apparel or gifts that are not readily available in store and need to be fulfilled by a third-party vendor.  We work with many different vendors and often these items are custom made so we do ask that additional lead time is allowed before these items will ship.  Diploma frames listed as online only items may require up to 4 weeks for delivery as they are handcrafted.  

 

 

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