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Home > Virtual Bookstore Help Desk > After You Order

After You Order

Order Status Emails

Once your order has been placed in our system, we will begin communicating to you via email with updates about the status of your order. The emails that we send to you will be automated in nature, and will contain important information regarding the processing and shipment of your requested items. In order to ensure that these emails are delivered to you, we suggest that you add bookstore@ecampus.com and eService@ecampus.com to your email safe list. This will ensure that our emails are delivered to your inbox, and you don’t miss important information about the status of your order.

Review Order Status

We want our customers to be informed about the status of their orders. Along with emails that are sent at specific order stages, you can always see how your order is progressing in our system by logging in to the My Account section of our website. To check your order status, click on the My Account link at the top of any page and enter your email address and password information. If you do not remember your password, use the Forgot Your Password link to have your password sent to your email address.

Once logged in to your account, click on the My Orders tab to view all of your recent orders. By clicking on the order number of your purchase, we provide you with a list of the items, and their current status in our system. An explanation of this status is provided at the bottom of every order. For orders that have shipped and are billed to your credit card, we will provide you with your UPS tracking number or USPS delivery confirmation number so that you may track the status of your delivery.

*If you have purchased an eBook from our website, your subscription information on this item is listed in the My eBooks tab under your Account. From the My eBooks tab, you can view your subscription time period, or click on a link to access your eBook.

Information about your rented item is available by clicking on the My Rentals tab once logged in to your account. From this page you will see the current rental due date, the option to extend your rental period, or the option to purchase your rented text, should you wish to keep the book. We also have additional linked information that explains how to return your textbook rental at the end of the rental period.

Availability Estimates

Each item that is sold on our site will have an availability estimate listed. Availabilities are near the pricing information for each type of book (new, used, etc.), and are provided as an estimate of the time it will take for a book order to process in our system before it will ship from our distribution center. These availability estimates range from one business day (24 hours) to four to six weeks for demand-printing items.

eBooks are electronic copies of books. eBook links and download information will be emailed to you, and posted to the My Account section of our website after we have processed your payment transaction for this item. In most cases you will have access to your eBook within an hour, if not instantly.

Rental textbooks are expected to ship from our distribution center within two business days of your order request. On rare occasions this shipment time may be delayed; you will be notified if the anticipated shipment will go beyond our normal processing time.

When placing an order in our system, it is important to keep in mind that the availability estimate is only a portion of the information needed when determining when your order will be delivered to you. To calculate the total delivery time to you, you will also need to add in the estimated shipping time for the shipping method that you have selected. For example, if you select a book with an availability of Usually Ships in 2-3 Business days, and you have the book shipped via UPS select which takes two business days to be delivered to you, your total delivery time is estimated to be four to five business days.

Making Modifications to your Order

You may modify or cancel your order prior to shipping by logging in to the My Account section, located as a link at the top of every page of our site, or by clicking here. Once logged in you will need to click on the Shipment Number you want to cancel. Above the details, you will find the "Contact Us About This Order" link. Clicking on this link will take you to a new page to request a modification or cancellation for this order.

Modifications to an order (changing a shipping address, lowering the quantity of books ordered, etc.) may be requested up to the point an order is being packaged for shipment. Modification requests are processed by our Customer Service team, and may not always be completed before your order ships. If we are not able to complete you request for any reason, we will notify you via email.

By selecting the "Cancel" reason for contact, you will be given a list of all the open items under this shipment group that can be cancelled. Checking the lines and submitting your request will place your cancellation request in our database. Please keep in mind that this is only a request, and will need time to process in our system. You will be notified by email once your request has been completed.

If your order has already been packed for shipment or is in transit, we will not be able to cancel or modify it. Please follow the instructions as listed on the back of the packing slip if you choose to return it. To learn more about our returns policy, please read our Returns Policy/Instructions section of the Help Desk. We recommend returning your items via UPS Ground or insured mail. Make sure that you keep a copy of the tracking number and/or shipping receipt for your records. The Virtual Bookstore Program is not responsible for any books or merchandise lost or damaged en route to our Distribution Center.

Tracking Your Package

Any time an item on your order ships, you will be sent a shipment confirmation email. This email will contain your USPS delivery confirmation number or UPS tracking number. Your package tracking information will also be available to you in the My Account section of our website. You may click on the tracking information link in either location to be linked to the USPS or UPS website to track your package.

To contact the United States Postal Service regarding the status of your delivery confirmation number, visit http://www.usps.gov/shipping/trackandconfirm.htm. You may call the USPS at 1-800-ASK-USPS (1-800-275-8777).

To contact UPS regarding the status of your tracking number, visit http://www.ups.com/tracking/tracking.html. You may call UPS at 1-800-PICK-UPS (1-800-742-5877).

eBook Access

eBooks are electronic copies of books. eBook links and download information will be emailed to you, and posted to the My Account section of our website after we have processed your payment transaction for this item. In most cases you will have access to your eBook within an hour, if not instantly. To learn more about our eBook selection, or how to access an eBook, please visit the eTextbooks portion of the Help Desk.

Book Rental Information

The Book Rental program was created to give our customers yet another great option when it comes to obtaining their school textbooks via our site. We give you the option to determine the total rental time that you would like, 1 Semester (130 days), 90 days, or 60 days. Fifteen and 30 day extensions are available for an additional fee. If a book is available for rental, the option to add this selection to your cart will appear.

Rental textbooks are expected to ship from our distribution center within two business days of your order request. On rare occasions this shipment time may be delayed; you will be notified if the anticipated shipment will go beyond our normal processing time.

Rented books will need to be returned to our company at the end of the rental period. By renting a book, you agree that you are responsible for remembering the rental return date and returning the rental to us within the timeframe specified. If, for any reason, you wish to keep your rented book, you have the option to buy the book by logging in to the My Account section of our site, and viewing the My Rentals link.

You agree that you are responsible for remembering the rental return date and returning the rental to us within the timeframe specified. To avoid additional charges, your return shipments must be scanning within the UPS package tracking system by the rental return date.

To learn more about our Textbook Rental program, please read through our full Textbook Rental information in the Help Desk.

What is your return policy?

We always hope that our customers are satisfied with their purchases. If for any reason you need to return an item, you may do so by following our return instructions. Items must be returned in the condition in which they were received within 30 days (30 days from ship date or start of classes, this varies by school). Shrink-wrapped items cannot be returned if the wrapping is broken unless the items are defective. We will not accept items for return with open diskette packages or CD-ROM packages with broken seals, or access codes/cards that have been opened.

To return an item for a refund, please go the Virtual Bookstore website for your school and sign into My Account and click on Manage Rentals/Returns then Return an Item for a Refund to see a full list of all items that are eligible for return. Choose the quantity next to each book that you wish to return, indicate the reason for return in the drop-down menu, review the Return Totals and select Print Label & Complete Return to submit your information. Be sure to print out your label (if you chose the pre-paid UPS shipping label) and packing slip to include with your return shipment; we will use this to correctly and quickly process your return once it is received. If the return period has passed, the books will not show as eligible. You can contact Customer Service at bookstore@ecampus.com or 1-877-284-6744 for assistance.

Purchases made through the Virtual Bookstore Marketplace cannot be returned to our Distribution Center for processing. If you need to return a Marketplace purchase for any reason, this must be worked out with the seller of the item. You may contact the seller for instructions by logging in to the My Account section of our website. The seller contact link will be displayed on your order below the item title.

eBook purchases are not eligible for return or refund under any circumstances. This information is presented, as precaution, in your shopping cart and during the checkout process. We do not guarantee that supplements that might be included with a new textbook purchase such as DVD’s, CD ROM’s, Study Guides, passkeys to alternate websites, etc, will be included with your eTextbook purchase.

When selecting the rental option for a textbook, you will select a rental return date. The rental return date will appear on your order confirmation as well as in the order details displayed in the "My Account" section of the Virtual Bookstore website. By placing your rental order with the Virtual Bookstore, you agree to use the Virtual Bookstore’s online rental returns process and to return the rented merchandise to us using the printable, prepaid UPS shipping label that is provided as part of that process. Failing to use the Virtual Bookstore’s online rental returns process and/or the provided shipping label may result in you not getting credit for your rental return.

To return a rental, please go the Virtual Bookstore website for your school and sign into My Account and click on Manage Rentals/Returns then Manage or Return My Rentals and follow the prompts through the process to Ship my Rental Back for Free or Extend or Purchase my Rental.

You are responsible for remembering the rental return date and returning the rental to us within the timeframe specified. If your return is not tracking in the UPS package system by the rental return date, additional fees will be assessed.

Contacting Customer Service

If you ever have questions about an order, need help with our website, or have suggestions to improve our services, our Customer Service department is available Monday through Friday 9:00am to 5:00. Extended Customer Service hours are usually available at the start of each school year. Please click here to email us or contact us by telephone at 1-877-284-6744.

Our goal is to get information to you as quickly as possible. Most emails or voice messages are returned the same day, but may take up to one business day to be answered.