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  Home > Customer Support > Frequently Asked Questions

Frequently Asked Questions

 

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What is the Returns Policy?

The Returns Policy includes the following guidelines:

  • Returns are allowed for products bought directly from Nelson Education.
  • Returns must be shipped prepaid by traceable means and be accompanied by one packing list per carton indicating quantity and titles returned.
  • Returns must reference the original invoice numbers for titles included. If a college store wishes to return materials but do not have a copy of the original invoice, they should request permission from Customer Support.
  • Returns must be in saleable condition. All software and CD-ROMs must be returned to Nelson Education with the original envelope seal or package seal unbroken and intact. Custom-published titles carry a returns limit of 15% of the quantity ordered and must be returned within 12 months of the invoice date. All SmartPaks must be in their original unbroken shrink-wrap.
  • Returns must be packed in cartons of at least 257 lbs. test for larger boxes and 200 lbs. test for smaller (similar to Nelson Education's shipping standards). Product must be packed with sufficient and appropriate packing material.
  • Returns of superseded titles must be received within 90 days of publication of the new edition. The Last Date to Return the superseded titles can be found on Service Plus.
  • Returns of Out of Print titles must be received within 90 days of notification. The Last Date to Return the Out of Print titles can be found on Service Plus. This page is updated every month.

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What is the procedure for counting cartons before signing for a shipment and how do I make claims?

Counting cartons when signing-
It is the receiving persons responsibility to verify carton count (not skid count) of all incoming shipments. If this is not done and if there is a shortage later that has not been noted on the POD, no claim can be filed. Marking the delivery receipt subject to count does not take away customer liability. All cartons must be counted and signed for.

Damaged cartons when signing-
The receiving person must note all visible damages on delivery receipt as well as call the delivering terminal within 48 hours to arrange a damage inspection. Once the inspection has been done, the customer will need to call into Nelson Education Customer Support to advise them of the damages and fax a copy of the inspection to the customer support representative. If this is not done, no claim can be filed.

If the damages are not visible when signing in the shipment, then the customer will need to call the carrier immediately and advise the carrier of the damages. The carrier then will arrange a damage inspection. Once the customer receives a copy of the inspection report, he/she will need to call Customer Support to advise what has been damaged and fax a copy of the inspection report.

Mixed cartons in pallet when signing-
If the receiving person notices cartons that do not belong to them when signing for their shipment, they need to refuse those cartons and make note on the delivery receipt of how many cartons were refused and why.

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What is our Deferred Payment Program and how can I take advantage of it?

Deferred payments allows you to order early and pay after rush. When placing your orders' you can request deferred payments in June until September 15th, July until September 15th, and November until January 15th. Request deferred payments in the Special Instructions on Pubnet and click on the "deferred payment" box when ordering on-line. This program is only available by request.

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What is Nelson's InfoTrac Card Replacement Policy?

InfoTrac cards that are stolen or missing from new Nelson Education textbooks can be replaced through Nelson Education Customer Support at 800-268-2222.

  • Books purchased with the InfoTrac card bound in should be shrinkwrapped with the InfoTrac card placed on the page with the remaining bound in tab before returning.
  • Books purchased with the InfoTrac card loose inside the front cover should be shrinkwrapped with the InfoTrac card placed inside the front cover and stickered with the original InfoTrac package ISBN before returning.

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