- Customer Care
- eBook/access code Help
Sept 2020 Update Delivery Standards: Due to extremely high volume of online orders we are experiencing some delays in our normal delivery standards. eBooks and access codes can take up to 48 hours to be emailed to you. Orders placed for pick-up will receive an email notification when they are ready. Orders for delivery are being shipped within two days of order being received. We apologize for any inconvenience this causes. We are working hard to get your orders out as soon as possible. Thank you for your understanding.
1. How do I know what books I need?
Updated Fall 2020 info: Your course requirements will be found in your course outlines, or you can use our course listings to order. If for any reason there is a discrepancy please contact us and we will correct any mistakes. Please understand communications have been a bit different this year and confusion might be a bit higher than normal but we have your back. If in doubt contact us.
Normally: Go to your first class sessions and your professors will tell you what you need for course.... OR check out our course listings for an idea of what is needed.
2. Do you only sell used books?
We're frequently called the used Bookstore (because we have lots of used copies) but we carry all the new books, eBooks and digital access codes needed for courses as well.
3. How do I pay for my books?
Updated Fall 2020 info: Orders can be paid for with VISA, Mastercard, AmEx, debit credit cards or Co-op Account online. We realize this is not ideal for everyone. If for some reason you can't pay by these methods please contact us and we'll work together to find a solution.
Normally: Co-op Bookstore accepts Debit, VISA, Mastercard, Co-op Textbook Card, Apple Pay, Cash or Cheques in store. We do not accept the textbook plan.
4. Why shop Co-op?
Co-operatively owned & operated by the students of Guelph we are the original (started in 1913!) bookstore on campus. Completely separate & independent from the University our mission is to provide ourselves (the students of Guelph) with best possible products and services. In this case textbooks. We (normally) offer personalized full counter service, Co-op Pricing, Co-op Membership, Fair Return Policies & a Bookstore Guarantee that is unique to the Co-op Bookstore. Bring us your course information and we'll get your books for you. Co-operative principles also ensure our business is run on triple bottom line accounting, balancing the needs of people and the environment, with any profit. Our Board of Directors is majority student membership meaning students make the decisions in our organization. On top of all of that we're just fun, friendly people who want to make your campus life easier.
5. How does the Co-op membership work?
Co-op membership is optional but it saves you an additional 5% on everything we sell to you for the next four years. It is a one-time fee of $15 to become a member. In addition to even greater Bookstore savings, you become a voting member of our Co-op, you can run for our Board of Directors, you can apply to live in Co-op housing, and you become part of the oldest tradition at Guelph!
6. Do I need to buy a membership ahead of time?
Not at all. You can add membership to any purchase & it will immediately apply the 5% discount.
7. How do I get my order?
Updated Fall2020 info: eBooks/access codes are emailed to you at no cost (can take up to 48 hours during busy periods). We offer free pick-up in Guelph. We offer $5 flat fee courier delivery in Ontario (usually delivered within 1-2 business days). We offer very reasonable shipping rates outside of Ontario and will quote costs before shipping. At this point the store remains closed to customers (but we can't wait until we can see you again!)
For Fall2020 orders placed for pick-up will be notified by email when they are ready. Pick-up hours are weekdays from 10am - 4pm. You will need to call us when you arrive as the building is still locked. Our number is 519-821-2050. If that is busy you can also call 519-824-4120 ext 52235. You will require photo ID of some sort (student cards are acceptable) to collect your order. You can arrange with us to have someone else pick-up your order but we need advance notification of this. Any questions please contact us.
P.S. I'm not sure what I'm doing- is it OK to call or email my questions?
Absolutely. We're always happy to help! Give us a call on our toll free # 1 800 869-2773 or send an email to firstname.lastname@example.org. Stop by the store anytime (temporarily suspended!) and talk to us in person. Helping students is what we do best.
8. I didn't get my eBook/access code - what can I do?
Sometimes things go wrong. You enter your email address incorrectly, or there is a glitch in the delivery of the email. Please email us at email@example.com if you have any issues receiving your eBooks. Please provide your order number and a description of what the problem is. We will be happy to help resolve any problem you have. Sept 2020 - please note eBooks and access codes could take up to 48 hours for delivery
9. The book I need is out of stock - what can I do?
At the beginning of semester books are routinely reordered and are usually only temporarily out of stock. Please check back over the course of a couple of days and see when the book is back in stock. After the first couple of weeks of semester please contact us about out of stock books. We will happily order more stock for you if it's not already on order.
10. I can't register my eBook or access code - help!
Please note there is a two step process for registering eBooks and access codes. We will provide you with a 12 digit alph-numeric code that you need to redeem for the publisher code. Redeem your 12 digit code here.
Once you have redeemed the 12 digit code you receive an email with the publisher code that you then register for access to your materials. Check your course description for a registration link. If provided this is the easiest way of registering a publisher code for your class. Otherwise you follow the instructions in the redemption email. Still stuck? Give us a call. We are here to help!