What should I do if I forget my password?
If you forget your password, click on the "Forgot your password" link in the Account login page.
How can I add a shipping address to my address list?
To add a shipping address, login into your account, select 'view and edit addresses' and then 'add address'
Can I delete an address from my address list?
Yes. Login into your account, select 'view and edit addresses' and under the address you wish to delete click on 'Delete'.
How do I make changes to an address in my list?
To edit an address, login into your account, select 'view and edit addresses' and there will be an edit option at the bottom.
How can I find my order number?
To obtain your order number, you must login to your account and check under 'Order History'. All your orders will be listed there. Orders numbers are also in the subject line of your order confirmation email.
How do I check the status of my order?
To check the status of an order, login into your account (top left of the page). In the middle of your account page you will notice a 'Order History' section. Within this section, you will find all previous orders and (should you click and enter into the orders) all necessary information.
How do I track my order?
Log in to your account. The order status is displayed immediately. For package tracking, you can click on the tracking number or refer to your order confirmation email for tracking info.
How do I get a copy of a past receipt or invoice?
To print a copy of a receipt, simply login into your account, select the appropriate order under 'Order History' and you may print the invoice shown - only addresses and total amounts will be shown.
Or you can call or email us, and we can email you a copy of your invoice.
How do I cancel an order?
To cancel an order, you must call or email customer service.
What are my payment options?
You can pay by Visa, Visa Debit, MasterCard, American Express, EMT (email money transfer) or PayPal.
How can I place an order without using my credit card?
You can pay by Visa Debit, EMT (email money transfer) or PayPal.
What are the taxes charged on my order?
All Canadian orders are subject to GST (5%). International orders (outside of Canada) are tax exempt. Final order totals may be adjusted before shipping.
I placed an order, but now I need to cancel it.
Please call us at 1-877-289-1151 or email us after business hours. If your order has not been processed, we can cancel it. If the order has been invoiced, we cannot stop it from being shipped - you must request a return.
When will I receive my order?
In stock items placed before 2pm EST are shipped the same day. Otherwise, most items ship within 1-3 business days unless indicated otherwise on the product page.
If there is a delay beyond 2-6 business days, we will email you with an expected ship date.
You sold me the wrong book for my course, why?
It is your responsibility to know which book is required for your course.
Book purchases are made at the discretion of the customer - we are not responsible for books purchased in error.
Please check with your school to determine required and suggested materials. Our course and textbook lists are to be used to find the books you need for your course. You should verify this information with your course outline to ensure you are purchasing the correct book.
I found a book for much cheaper at Amazon, why?
All of our items are sold at the publisher's suggested retail price.
We constantly check and compare prices between other online stores. If you feel you have found a better deal somewhere else, please be careful as some items sold here have additional components such as study guides or supplemental materials that other retailers do not sell. If you have any questions, please do not hesitate to contact us.
I don't like my e-book, I want a refund.
E-books are non-returnable.
I'm having technical difficulties with my e-book, what should I do?
For questions or assistance using a Jumpbook, e-mail support at firstname.lastname@example.org
* Support is provided Monday - Friday, 7am - 6pm central time *
In order to facilitate troubleshooting, please include the following information in your correspondence:
- Steps to reproduce the problem (in as much detail as possible)
- Exact text of any error message (screen shots are helpful)
- URL(s) of any error page(s) you encounter
- Title(s) of problem download(s)
- Download or Online viewer version
- Receipt number and access code
- Operating system (Windows XP, Windows 7, Mac OS X, etc.)
- Internet browser and version (Internet Explorer 8.0, Firefox 6, etc. In most browsers, find this under Help > About.)
- If applicable, device type and operating system
CanadaPost delivered my item late, I would like to get a shipping refund.
Please note that shipping charges are non-refundable. We do not refund shipping charges. We only make exceptions for this policy when items are lost.
I entered the wrong shipping address, what should I do?
Items with incorrect shipping addresses are the responsibility of the customer. If the item is lost, we cannot offer a refund. If the item is returned to us, you must pay a re-shipment fee to have your order sent out again.
We cannot reship your order until the original order is returned to us. However, you can always pay for a new order if you need the item(s) ASAP.
How do you handle my personal and credit card information?
I have a special return request (i.e. outside of your regular return policy), who should I contact?
Please email us so we can look into your request. We cannot grant special requests over the phone.