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Frequently Asked Questions
Q: My credit card info is wrong. Can you fix it?
Q: What is the difference between the Women's and Unisex Sizes?
Q: Can I use my Textbook Plan to make an Online Order?
Q: Why does the choice for an E-Book say “Out of Stock”?
Q: Do I have to order my Degree Frame online?
Q: Why am I not able to order Grad Rings online?
Q: I called but nobody answered. What information should I leave on the voicemail?
Q: I didn't get any order confirmation emails. Why not?
A: There are a few different reasons as to why your card may have been declined:
1) Either the numbers or the expiry date on your card were typed in wrong;
2) You have used a Visa Debit card
3) Your card is not setup for online orders;
4) Your card has been flagged as possibly stolen.
You will need to call us at 519-824-4120 x.53715 to provide the corrected information, or an alternate card number. Also please note as a result of this, you will then receive an email notification stating that your order has been cancelled – this is because now your order is considered an internal “phone” order. You will have 5 business days to call us before the order is cancelled.
Q: My credit card info is wrong. Can you fix it?
A: For security reasons the Bookstore does not collect credit card information and therefore we cannot change the payment method or info. You will need to call us to cancel your order. You resubmit your order online or we can take your order over the phone.
Q: Can I use my Textbook Plan to make an Online Order?
A: Yes! You can use your Textbook Plan at checkout. Please ensure you have the right meal plan and enough funds before placing your order.
Q: Why does the choice for an E-Book say “Out of Stock”?
A: eBooks and digital access codes are not physical items. They are infinitely available and must be purchased from the eBook and Access Code portion of our website.
A: In
Canada we normally ship via Purolator express. If you reside in either Ontario or Quebec, you should receive your
order within 1-2 business days. If you reside outside of Ontario and
Quebec and still within Canada, you should receive your order within 2-4
business days. If you reside in the USA or for any other International
Shipment, we use FedEx, and please allow 7-21
business days. Should you wish to return you order, your shipping costs will not be refunded.
Shipping Fees:
Ontario & Quebec - $10.00
Rest of Canada - $20.00
USA & Mexico - $56.00
Fed-Ex Worldwide - $68.00
*For all other delivery options please call 519-824-4120 ext.53715.
Q: Do I have to order my degree frame online?
A: No. We will also have a location set up outside of the location where the Convocation ceremonies are held, where we will also be able to frame the degree for you at the time of purchase, for no extra charge.
Q: Why am I not able to order Grad Rings online?
A: Grad rings require proper sizing and customizations, which can all be determined via the Bookstore.
Q: What is the easiest way to get in touch with someone at the University Bookstore?
A: The quickest and easiest way is via email: bookstor@uoguelph.ca or using the online contact us form. You can also call us at 519-824-4120 ext.53715. During busy periods please allow for 1-2 business days for a response.
Q: I called but nobody answered. What information should I leave on the voicemail?
A:
As a rule of thumb, as much as possible. Key info is your name, number,
order number, name of book/course, etc. Messages that only have your
phone number will not be returned.
Q: I didn't get any order confirmation emails. Why not??
A: Order confirmation emails are sent automatically by our system. If you didn't get yours, most likely it is because the system didn't recognize your email. Most of the time when that happens, it's because the email entered is wrong. In certain circumstances, such as Gryphmail addresses, we may be able to fix the error. If you didn't get any email correspondence from us, please contact us.