Customer support/FAQs
1 Hours
1.1 What are your hours of operation?

We are open Monday-Friday, 9 am -3 pm, except for statutory holidays.

The store is open for in-store purchases, with a limit of 3 customers at any given time.

 

1.2 I can't make it during your hours of operation to pick up my order - can someone pick it up on my behalf?

Yes, someone can come and get your order.  It would be preferred if you mentioned the person's name in the Notes/Comments section of your order.  The person picking up your order will need your name and the order number as well.

2 Online Orders
2.1 How long does it take to process my order?

It will take a minimum of one business day to process your order.  Once the order is ready for pick up, you will receive an email letting you that the order has been processed.  Sometimes this email goes into your junk folder, so please look there. 

 

2.2 Can I get my order delivered?

At this time, we are only offering curbside pickup.  If you require your order to be delivered, please email [email protected] and we will try to accommodate your request.

 

2.3 There's a book that I need for my course, but it's out of stock. Will you be getting any more?

If you see this before the start of the semester, chances are that we haven't gotten any copies in yet but will be expecting them around the start of classes.  Occasionally, we only get partial shipments from the vendor or it's on back order with our supplier.  Once we get the item delivered, the back order status will disappear. Unfortunately there isn't an accurate time line that applies to all items.  Please email the Bookstore at [email protected] and we may be able to give you an estimated arrival date.

 

2.4 I don't see a book for my course. What does this mean?

Only classes that have had textbooks requested will appear on the website.  Some classes are section specific, so please make sure that you are ordering the correct books for the section that you are enrolled in.  For example, ENGL 200A has at least two different sections and depending on your professor, different books may be requested for their course.  If only the course is listed but a section isn't listed, the textbook is being used for all sections.

 

2.5 When does my credit card get charged?

Your card will be charged right away, after you finalize your order.  Unfortunately, changes are not possible after you finalize your order.  If you missed ordering an item, please make a new order.  If you would to cancel an item, a refund will need to be processed in-store.  We are unable to process refunds online as we do not have access to credit card information.

 

2.6 Can someone else pick up my order?

Yes, someone can come and get your order.  It would be preferred if you mentioned the person's name in the Notes/Comments section of your order.  The person picking up your order will need your name and the order number as well.

 

2.7 My payment isn't being accepted - can you please tell me why?

Unfortunately we don't have access to credit card information and do not know why a payment was declined.  We recommend logging into your account and changing the credit card information initially provided or reordering. 

 

2.8 Can I change my order after it's been finalized?

Unfortunately, changes can not be accommodated once the order has been finalized since the credit card will be charged right away.  If you forgot to order something, please make a new order.  If you would to cancel any items, a refund will have to be made in-store.  We are unable to process refunds online as we do not have access to credit card information. 

 

3 Product Availability
3.1 One of my textbooks is out of stock. When will it be available?

If you see this before the start of the semester, chances are that we haven't gotten any copies in yet but will be expecting them around the start of classes.  Occasionally, we only get partial shipments from the vendor or it's on back order with our supplier.  Once we get the item delivered, the back order status will disappear. Unfortunately there isn't an accurate time line that applies to all items.  Please email the Bookstore at [email protected] and we may be able to give you an estimated arrival date.

 

3.2 There's an article of clothing that I like but my size is sold out - will you be ordering anymore?

Unfortunately, many of the clothing styles that we carry are "one and done", so we don't usually re-order the exact same style in the exact same colour combinations. 

 

3.3 I would like to order a Program Hoodie - when can I do that?

Twice a year, we run our Program Hoodie promotion.  Students can order a hoodie with their program designation embroidered on it.  We usually run it at the end of January and at the end of September for two weeks each.  Unfortunately, due to COVID, we have been unable to run this promotion.  However, if students can get six or more of their department cohorts to order, we can run this promotion at any time.  Please contact the Bookstore for further discussion. 

 

4 Returns
4.1 What's your return policy?

You have until the add/drop date of that semester to return any textbooks that are in the same condition that you bought it in.  Any books that have been shrinkwrapped must be in the same packaging otherwise it's non-returnable.  A copy of the receipt will be required for the refund.

Calculators, electronic items, any PPE and course packs are all non-returnable. 

Unworn clothing can be returned up to 7 days after purchase, with the receipt and with the tags intact.  Items being returned or exchanged with a gift receipt will be accepted for exchanges within a reasonable amount of time.   

ALL REFUNDS MUST BE MADE IN-STORE as we do not have access to credit card information and unable to process refunds online.

5 Used Book Buy Back
5.1 When can I sell back my used textbooks?

Our buyback program is currently suspended, due to COVID.  When restrictions are lifted, we may offer up to 50% of the new book price for textbooks, depending on demand.  Our buyback program normally runs any time during business hours, except for during our back to school busy period as we may not be able to assist you at that time.  Any funds are credited back to either a debit or credit card immediately.   

 

5.2 How will I know if I can get money back for my old books?

The easiest way is to bring your used textbooks into the Bookstore and we can check our systems to find out if we can give you money for your books.  We check for pricing using the 13 digit ISBN that is associated with the book.  Unfortunately, we can not purchase many old editions of books.    

 

5.3 When is the best time to sell back my book?

If you would like to get the most money as possible, it is recommended to try selling it shortly before the same semester that you used it as we may want to purchase it and resell it in the Bookstore.  For example, if you used it in for the Fall semester, try coming to the Bookstore early-mid August as we will have an idea of which books have been requested for the Fall semester.  If we can't buy it back from you, we will check our wholesaler's system for a price. 

 

5.4 What condition does my book have to be in before I can sell it?

Any books with excessive markings (including highlighting, underlining, notes etc), water damage or is falling apart will not be accepted.  If your book came with any additional add-ons, such as a CD, it may be required in order for us to purchase it back.