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Customer Help

Return Policy
Clearance Item Policy
FAQ
Incoming Student FAQ
Sizing Chart

Non-Tech Return Policy

If you are not completely satisfied with any product, we will gladly replace it or refund the purchase price of the item.
A non-text item may be returned any time as long as it was purchased from a University Book Store location or website and is in saleable condition. Returns without a receipt will be refunded at the lowest price ever sold and credited to a University Book Store gift card. See associate for details.
Please do the following:

Items must be in new condition w/original packaging & accessories.
Circle the item(s) on the packing list and note whether you want an EXCHANGE or CREDIT.
If an exchange, please make note as to what Size and/or Color you want.

Tech Return Policy

Tech items may be returned within 15 days only with receipt and in new, saleable condition, complete with all packaging and pieces.
Unopened product will be refunded in full and opened product will be subject to a 15% restocking fee, with the following exceptions:

Open Batteries, graphing calculators, in-ear headphones, ink/toner, printers, and storage devices are not returnable.
Special Order and sale items are generally not returnable- ask for details before purchasing please.
Defective items may require warranty processing or may be exchanged for the same item after verified defective, per manufacturer and store policies.

Purchases may be returned to any of our stores with the packing list or send returns to:

The University Book Store
ATTN: Online Sales Returns Department
4509 West Beltline Hwy
Madison, WI 53711

Download Return Label

The customer is responsible for the cost of shipping the return to us. If an exchange is requested the University Book Store will ship the replacement item(s) Ground Shipping at no additional cost. Credit card purchases will be credited to the charge card used for the initial purchase.

General Disclaimers

If you received a coupon or promotional code, please refer to general disclaimers below.
NOTE: Your offer will have expiration dates and specific details.

In-Store Coupon:
Coupon is valid on one regularly priced item and will be applied to the highest priced eligible item. Offer excludes shipping charges, textbooks, tickets, food, gift cards, The Red Shirt, Lands’ End items, Love Your Melon, Public Access Lands items, all Standard Chair of Gardner products, magazines, computers, computer accessories, consumer electronics, academic attire, and special or online orders. See a salesperson for other exclusions. Only one coupon per purchase. Valid at all store locations. Expires ___.

% Off On Entire Purchase (In-Store & Online)
ONLINE: Must enter code ___ in the "Apply a promo code" box to receive ___ off your order. Excludes sale items, gift cards, The Red Shirt, Lands’ End items, Alumni Park items, Public Access Lands items, Fine Gifts by M.LaHart & Company, previous purchases, textbooks, all Standard Chair of Gardner products, computers, computer accessories, consumer electronics, special orders, drop-ship items, and shipping and handling charges. The __% discount will be applied to all eligible items in the order. One offer per customer. This offer cannot be combined with any other offers. Contact the Online Sales Dept with online order questions: [email protected] or 1-800-993-2665 x5997. Valid thru ___ until 11:59pm - CST. IN-STORE: Coupon is valid on regularly priced items. Offer excludes shipping charges, textbooks, tickets, food, gift cards, The Red Shirt, Love Your Melon, Public Access Lands items, all Standard Chair of Gardner products, magazines, computers, computer accessories, consumer electronics, academic attire, and special orders. See a salesperson for other exclusions. Only one coupon per purchase. Valid thru ___.

Free Ground Shipping:
Free ground shipping to a contiguous U.S. delivery address on online orders. Must enter ___ in the "Apply a promo code" box to receive offer. Excludes previous purchases, Lands’ End items, textbooks, all Standard Chair of Gardner products, custom orders, and drop-ship items. All items with a handling charge will receive free ground shipping but handling charge will still be applied. This offer cannot be combined with any other offers. Contact the Online Sales Department with questions: [email protected] or 1-800-993-2665. Expires ___ (11:59pm - CST).

Wiscard:
5% OFF when you pay with your Wiscard. Excludes sale items, gift cards, Love Your Melon, The Red Shirt, the $9.99 tee, academic attire and technology products. Cannot be combined with other offers. Must pay with your Wiscard to receive 5% discount.

Clearance Item Policy

You will not be charged for your order until the order ships.
We search for clearance items at each of our 5 locations so it may take longer for those items to be pulled. If you are placing a Next Day Air or 2^nd Day Air order the order processing time will be delayed while we check all of our locations for the discontinued item.
If we don't find the item, your order packing slip will show it as "Discontinued" and you will not receive that item.

Online Catalog FAQ

Q: Why is there a $1 charge on my card.

When you place an order, a $1 charge is made to your card and then is voided.
Your card will be charged when your items are packed and shipped.
If an item is backordered, your card will be charged for that item when it is packed and shipped. No extra shipping will be charged.

Q: How do I exchange or return a gift I received from your store?

If you are looking to do an exchange (or credit) the returned item(s) must be in as-new condition with original packaging, tags and accessories*. For an exchange please include a note with your contact information and the exchange item letting us know the size you want. If you are looking to exchange for a different item just state the item you are looking for using the product number from our web site. If the price is different we can work out either additional payment from you or a credit for you for the difference. If you want to return the item for credit we will send you a University Book Store Gift Card with an amount equal to the returned item on it. The gift card can be used to purchase on our online site or in any of our retail stores. Send the return to:

University Book Store
Returns
4509 W Beltline Hwy
Madison, WI 53711

Please make sure to include YOUR contact information. Either a phone number or email address.

The customer is responsible for the cost of shipping the return to us. If an exchange is requested the University Book Store will provide Ground Shipping for the replacement item(s).

Email: [email protected] Phone: 800-993-2665, extension 5997

* Item(s) must be returned in appropriate shipping package. If any item is damaged, or if clothing is badly wrinkled, due to improper packaging they will not be eligible for a refund or exchange. Tags may be removed from item(s) but must be included with the item(s).

Q: What if there is a problem with my order?

If you receive an incorrect, damaged, or defective item or the wrong order, please contact our Online Sales Department. Either email us at [email protected] or call us at 800-993-2665, extension 5997. We will work with you to resolve the problem as soon as possible.

Q: Why do I have to enter my credit card information if I am using a gift card that covers the cost of the order?

A credit card is required for all orders. When an order is placed on our system no payments are collected until we actually ship the order. Our system does check with your credit/debit card provider to make sure that there are sufficient funds available to cover the total amount of the order (your financial institution might list this fund check with a "Pending" notation). That happens even if you have entered a gift card with a balance that covers the entire cost of the order. When your order is shipped our system will apply the gift card first. If that covers the total amount of the order your credit/debit card will not be billed anything. If the gift card covers a portion of the order total your credit/debit card will be billed the difference. Only if the gift card has no balance would the entire amount of the order be billed to your credit/debit card.

Q: How long does it take to process an order?

Our order processing time is 5-7 business days (Monday thru Friday) for ground shipping and store pick up or 1-2 business days for expedited orders. Your order will be shipped via UPS®, FedEx®, or USPS® which will take 1-3 business days (dependent on location and shipping method chosen) to reach you.

"Pick-up at store" orders have the same processing time as they are filled at our warehouse. You will receive notification when your order is ready for pick up.

Q: Why do I get an error message when trying to login?

There are two possible reasons.

You are using a different password than the one you used to create your account. Click the "Lost Your Password?" link to retrieve your password.
You created your account with a different email address. If you would like to change the email address used with this account you will need to login with your old email address and change it.

If you are unable to remember which email address you used you may send an email to the webmaster by choosing the webmaster option on our contacts page. Otherwise feel free to create a new account.

Q: Is my information secure when I make a purchase?

Information gathered during the check out process is secured via SSL encryption.

Q: How do I change my order quantity in the shopping cart?

Make sure that you click on the "Update Cart" button if you make any changes to your order.

Q: What are my shipping options?

For standard ground shipping we use UPS® Ground, USPS® First Class Mail and USPS® Priority Mail. For expedited shipping we use UPS® 2^nd Day Air or UPS® Next Day Air. Expedited services are only available for delivery to a street address (expedited orders cannot be shipped to a PO Box) within the contiguous 48 states. Standard shipping for gift cards will be via USPS® First Class Mail. Expedited shipping for gift cards is UPS® 2^nd Day Air or UPS® Next Day Air. Expedited shipping is applicable for business days only, not Saturday, Sunday or Holidays.

Q: Are there any restrictions when I have a free shipping code?

Free ground shipping is valid to a contiguous U.S. delivery address on online orders. You must enter your promo code in the "Apply a promo code" box to receive offer. Excludes previous purchases, textbooks, wooden chairs/rockers, framed artwork, and drop-ship items. Diploma frames, Framed prints and some larger items will receive free ground shipping but any handling charge will still apply. The offer cannot be combined with other offers. Only one use of free shipping promo code per household. Contact the Online Sales Department with any questions: [email protected] or 1-800-993-2665 x5997. Expiration date will vary.

Q: What if I am shipping outside the United States?

Place your order and choose "International – Price to be quoted later" as your shipping option. We will assemble and weigh your order. We will then calculate the costs of the various shipping options available to you. We will email those choices to you. As soon as you reply with your choice we will process and ship your order. We do not collect any funds from your card until we process and ship the order so your card will only be charged the actual cost.

Q: What if I am shipping my order to a military address?

The proper format to enter a military address in our shipment information is:
Address Line 1: Enter the Unit number and the Box number on this line.
City: Enter either APO, FPO or DPO on this line.
State: Enter either AA, AE or AP on this line.
Zip Code: The five-digit zip code is entered on this line.

Q: Where is my tracking number?

If you don't see a tracking number listed then your order has not shipped yet. If you wish to check up on an order please send an email to [email protected]. Please include your order number in the email.

Q: What does shipping cost?

Ground Shipping (5-7 days)
$7.00 + $0.50 for each item
Gift Card Only — $3.50

2^nd Day Air
$21.00 + $1.00 for each item
Gift Card Only — $20.00

Next Day Air
$45.00 + $2.00 for each item
Gift Card Only — $30.00

The University Book Store Loyalty program FAQ

Q: What is the University Book Store Loyalty program?: The University Book Store Loyalty program is our way of rewarding loyal fans, students and customers. You can earn points online at uwbookstore.com for every purchase you make.
Q: When are my Loyalty points posted?: In most cases your points will be posted within 24-72 hours from your purchase.
Q: How do I know how many points I have?: To see your current point balance, log in at uwbookstore.com. Your points balance and history of purchases is shown under the link "View Loyalty Account Information".
Q: How do I request credit for missing points?: If you notice a purchase not recorded in your Loyalty account and still have the receipt or proof of purchase we can add your points to your account manually. Please contact us at [email protected] to start this process.
Q: How long can I save up points?: Forever! Points never expire.
Q: Can I link my family's Loyalty memberships?: Yes. We can create a family account for you. Please email us at [email protected] to start this process.

Textbook Rental FAQ

Q: Do you rent textbooks?: Yes both new and used.
Q: Are all titles available for rent?: No, but we add more titles every semester.
Q: When do I have to return my rental book?: Last day of exams
Q: Can I buy my rental book?: Yes! Simply bring your rented book into the store. (you get a refund for the initial rental fee you paid and then turn around and pay the shelf price at the register.)
Q: What happens if I lose or damage my rented book?: The card used to secure the rental will be charged the remaining balance of the shelf price (list price less the cost you paid to rent plus a 20% fee) Examples of damage: liquid/moisture damage, rips, tears are the most common.
Q: Are there additional fees?: No, as long as you return the book by the due date and return it in re-saleable condition. Can I write in my rental book? Yes, you may write and highlight in the book.
Q: Do I get money back when I return my rented book?: No, simply return your book by the final due date.
Q: Where do I return my rented book?: You return the book in the text department. There are signs letting you know where to return it, just be sure to let the Book Store employee know that you rented the book.
Q: Do I have to wait until the due date to return the book?: No, you may return it at any time during the semester as long as it’s before the due date.
Q: Can a friend return the book for me?: Yes, but be sure your friend gives the Book Store employee the name and student ID number of the person who rented it.
Q: Do I need a receipt to return the book?: No, just your student ID.

Online Textbooks FAQ

Q: Why can't I access my eBook?

Be sure to allow pop-ups on the eBooks site. Most browsers have a pop-up blocker notification on the right hand portion of the address bar. You will be able to access the book once you’ve allowed the pop-up window for the ebook site.

Here are some detailed instructions for enabling pop-ups.

Q: I looked at my credit card account online, and it looks like I was charged twice for the same order. Why is this?

You cannot be charged twice for the same order on the website. What you are seeing is the "approval", which will usually disappear within 24 hours, and is not actually a charge.

Q: Why do I have to enter my credit card information if I am using a gift card that covers the cost of the order?

Q: I ordered four books but was only charged for three. What happened to the fourth book?

The fourth book is probably on backorder. As soon as some copies arrive, you will be charged for it, and you will receive an e-mail notification.

Q: If I need to return a book, what can I do?

Q: How do I find the books I need for my classes?

You can look up your booklists by course number. First select the department; then select the course number; finally, select the section number (i.e. Math 100, Sec. 1). Listed under each course are the required and recommended books the instructor has assigned. Booklists are added to the website as soon as we receive them. Please note: the website does not indicate stock of an item.

Q: The booklist for my course says "Choose _ of 2." What does this mean?

This means the instructor has given you the choice of buying one of these two books. In most cases, they are slightly different editions, both of which the instructor has deemed acceptable for the course. Do not order both of them.

Q: How do I buy my books?

Select each book that you would like to purchase and select new, used, rental, or digital preferred. Then proceed to the checkout and follow the prompts.

Q: Can I use my Wiscard to pay online?

Yes. When logging in, you will need to select "Wiscard Sign In" from the Login Options page in order to use this payment method.

Q: Do I have to have the books shipped to me or can you hold them for me at the bookstore?

You can choose to either have the books shipped to you or to pick them up at the store. This option is at the end of your order process. Please fill out the shipping address information even if you are not having them shipped.

Q: I chose to pick up at store. Where do I get my books?

You may pick up your books on the lower level, during regular Book Store hours. You must bring photo identification with you.

Q: I just placed my order. When will it be ready?

Order fulfillment time varies depending on availability of texts and quantity of orders. You will receive a shipping confirmation e-mail when the order is ready. If you chose to pick up at store, please wait two hours after receiving this e-mail to come in and pick up your books.

Q: How long will you hold my books at the store?

Your books will be held at least through the second week of class.

Q: I picked all used books. Why is my total on the confirmation e-mail the price of the new textbooks?

This is only a price estimate, not the price you will be charged. We try to respect your used/new preference as best we can, but we cannot guarantee new or used. You will be charged after we pick the books for the amount of used/new books we were able to get for you. This total will be indicated on your shipping confirmation e-mail.

Q: I did not receive one of my books and the receipt says "customer error". What does this mean?

Customer error means we found a mistake on your order. Most likely, you accidentally ordered two of the same book. Therefore, we cancelled one copy of the order for you.

Q: I am studying abroad. Can I have my books shipped to me overseas?

No. Unfortunately, we are not able to ship books ordered online overseas. Please call the textbook department if you are interested in shipping overseas.

Q: How do I cancel some or all of the books on my order?

You cannot cancel the order online. You must contact the textbook department at (608) 257-3784 ext.5905.

Q: What does textbook shipping cost?

Ground Shipping (5-7 days)
$7.00 + $0.50 for each item

2^nd Day Air
$21.00 + $1.00 for each item

Incoming Student FAQ

Q: When is the best time to purchase my textbooks?

The University Book Store receives information regarding textbook requirements from your professors as early as months before the semester starts through the first weeks of classes. We make every effort to get your books on the shelf as soon as we learn of the requirements. If you don't find a book, you can keep checking back or you can go to the information counter in the textbook department to inquire on the status of your book.

Q: What information should I bring with me when purchasing my textbooks at the University Book Store?

Textbooks are located on the lower level of the University Book Store at 711 State Street. Class books are arranged first by department, next by class within each department. You should bring a list of your classes with you when you shop for your books each semester. This list should contain the names of your professors along with lecture and section numbers. This will help you make sure you're buying the right books for the right classes. It's not uncommon to have three professors teaching a particular class using three completely different sets of books.

Q: Can I order my textbooks online?

Yes. You will need the same information as that listed in the previous answer when ordering textbooks online. You may have your books delivered to your home or dorm, or you may pick them up on the lower level of the University Book Store, 711 State Street, during regular Book Store hours. You must present a valid picture I.D. at time of pickup.

Q: What do I do if a book is sold out when I get to the University Book Store?

Occasionally books are unavailable when you make your first trip to the University Book Store. In most cases this is not because a book has sold out, but because it simply has not arrived. Instructors are made aware of these out of stock situations and will usually adjust assignments until books arrive. When enrollments are larger than expected, instructors notify the Book Store of the increases and books are re-ordered. These usually arrive by the end of the first week of classes. We do begin taking reservations for books at the end of the first week. Stop in at the service counter in the text department and fill out a form so that we can save a copy of the book for you and send you a card notifying you of its arrival.

Q: I see on your shelves that you have used books and new books for sale. Where do the used books come from?

The University Book Store purchases textbooks from students year round. We also buy used books from wholesalers across the country. These used books tend to be the best value for the students, which also means they are in the greatest demand.

Q: Does that mean that I can sell my textbooks back to the University Book Store at the end of the semester?

Yes. The University Book Store offers its buyback service for two basic reasons: (1) to provide students cash for books they no longer need; and, (2) to provide a supply of used books for students to buy at substantial savings.

Q: What determines how much I get paid when I sell my books back to the University Book Store?

The buyback price is determined by a variety of factors. For buyback pricing, textbooks fall into one of three categories. During the course of a semester or buyback period, a title may move from one category to another based on demand. The categories are as follows:

½ Price Books
If a faculty member has notified the University Book Store that a book will be used on campus next semester, in most cases we will pay ½ of the current new book price, even if you bought the book used or the new book price was lower at the time of your purchase. When we have met our anticipated needs for that title for the upcoming semester, we will purchase that title for the used book wholesalers.
Books not ordered for the upcoming semester
Used book wholesalers determine the prices they will pay for certain books. The University Book Store technically acts as the wholesaler's agent and buys the book for the company from the student, and thus we must use their prices. Nationwide demand, current wholesaler supply and anticipated revision dates are some of the factors that the wholesale companies use in determining the prices they offer.
Books that we are not buying back
There are four reasons why a book may not have any buyback value:
1. A new edition has been published
2. There is little or no nationwide demand
3. There is excess wholesale supply
4. The book is in poor (non-salable) condition

Q: When does the University Book Store buy back textbooks?

Every day that we are open which is Monday through Thursday, 9:00 a.m. to 7:00 p.m., Friday and Saturday, 9:00 a.m. to 5:30 p.m. and Sunday, noon to 5:00 p.m.

Q: When is the best time to sell my textbooks?

The best time to sell your books is during the periods of May 1st through August 31st and December 1st through January 20th.

Q: Do I save money when I purchase a used textbook?

Absolutely! By aggressively purchasing used books and participating in buyback, you can save up to 75% off the new book price. (For example, if you bought a used copy of a $50 book for $37.50 and then sold it back at ½ price of $25, you would pay only $12.50 for the use of that book; that's only 25% on the new book price.)

Q: I prefer used books, but books for my course are not listed at the University Book Store. Can I find used books?

Some instructors provide books lists to other local shops. We may very well have used copies of the books you need. Bring us a copy of your syllabus after you have gone to your first class and we will do all we can to find used copies of the books you need.

Q: How can I pay for my textbooks at the University Book Store?

The University Book Store accepts cash, check, Visa, MasterCard, American Express, Discover and WisCard, the University of Wisconsin-Madison's debit card.

Q: How do I put money on the WisCard for my purchases at the University Book Store?

You can put money into your WisCard Campus Cash account at the Memorial Union Cashier's Office or online.

Q: How much should a typical freshman put on a WisCard for books each semester?

The average student spends $350-$450 per semester at the University Book Store.

Q: What if I drop a class or accidentally purchase the wrong book for a class?

Q: Is this the same return policy as the other departments in your store?

The return policy for the non-textbook merchandise is 30 days with a receipt for a full refund.

Q: What other types of products do you sell that aren't textbooks?

Collegiate clothing and gifts, school supplies, computer software and supplies, art supplies, general interest books, even coffee too!

Q: If my class has required supplies that aren't books, do I find those in the textbook department (basement) as well?

Your non-text supplies such as art supplies and general books, will be found on the first floor in the University Book Store.

Q: What services can I find at the University Book Store that I would never expect to be able to find?

Madison Metro bus tickets, notary public, and custom framing.

Sizing Chart

Please allow for shrinkage in high cotton content items.

Shirts	Shorts & Pants	Women's	Youth
S..........32-34	S..........28-30	S..........4-6	S..........6-8
M.........36-38	M.........32-34	M.........8-10	M.........10-12
L..........40-42	L..........36-38	L..........12-14	L..........14-16
XL........44-46	XL........40-42	XL........16-18	XL........18-20*
XXL......48-50	XXL......44-48

*This is similar to adult small - adult is 3 longer - same width.

Infant		Toddler
Age	Purchase	Age	Purchase
Newborn	6M	2 years	3T
6 Month	12M	3 years	4T
12 Month	18M-2T	4 years	Youth S
18 Month	2T-3T

A general guideline is to go one year more than the child's age.

The charts above are general guidelines. For vendor specific sizing you may select from the following vendors:

Laptops

Apple

Accessories