FAQs and Our Refund Policies

Have questions about shopping with Retail Services? We have answers. Read our FAQs below to get the low down on payment options, book ordering and gift cards. Or check out the latest on our student-friendly refund policies.

Frequently Asked Questions:

How can I pay at Retail Services stores?

Choice. You have lots of it when paying at Retail Services. Think:

  1. Cash
  2. Debit
  3. Visa
  4. MasterCard
  5. American Express
  6. Watcard
  7. Gift Card (Lucky you!)

Can I use my parents’ credit card?

To minimize potential fraud, banks require that both the card and the owner must be present in the store when making a purchase.

We’re concerned about keeping your money safe too. That’s why Retail Services strongly urges parents to order a duplicate card from their bank in their son’s or daughter's name. This duplicate credit card can be set up with a smaller spending limit than the original card limit too.

Where can I purchase a Gift Card for Retail Services stores?

Retail Services Gift Cards are now available! Purchase them at the Book Store, Waterloo Store, Campus Tech, or Write Stuff.

Add any amount you want to the Gift Card to be redeemed at any Retail Services store. And the best news? There is no expiry date.

Where is the Book Store located?

The Book Store is located in South Campus Hall, at the main entrance to the uWaterloo Campus off University Avenue. You can also locate us on the campus map.

How do I contact staff at the Book Store?

Phone: (519) 888-4673

Textbook Inquiries: textbooks@lists.uwaterloo.ca

General Inquiries: bookstore@lists.uwaterloo.ca

To contact a specific staff member, you can find a list of Book Store staff members with their phone extensions and email addresses on the Contact Us page.

How do I find out what books I need for my courses?

You can use My BookLook to search our database online, or to build your own customized book list. Search for all of your books by term by logging in to My BookLook with your WatIAM user ID and password.

Are there any rules for returning textbooks?

The store has explicit policies governing textbook returns. Please read our refund policy carefully, and be sure to note the distinction between textbooks and courseware.

How do I find my books in the store?

Textbook shelves in the Book Store are arranged by discipline (e.g. Kinesiology, History, Systems Design, Math), and books within each section are arranged by course and course number. For your convenience, store maps are posted throughout the store.

What if the store runs out of the books that I need?

Sometimes, books arrive later than expected from our suppliers, and occasionally, we have insufficient stock of some textbooks and/or courseware to meet the demand. In such cases, we work closely with publishers and Courseware Solutions to get additional stock as quickly as possible.

If the book you are looking for is not on the shelf, ask at the Information Desk. We can give you an update on the order status of the book and notify you when it arrives.

Can I order a book that isn't in stock?

Of course! The Book Store will gladly place a special order for you, at no extra charge, if you need a book that is currently not on our shelves.

When will the book I ordered arrive?

That depends. Factors that affect delivery time include book company, location, the publisher’s stock and even time of year. Typically, major Canadian publishers and distributors can get a title to us in about two weeks during non-peak times, while major U.S. publishers can take up to four weeks at non-peak times. Service from smaller publishers is harder to predict.

If a publisher has run out of stock, the delay will be longer. In cases like this, we'll try to let you know as soon as we can if there is a supply problem.

Refunds and Returns

Book Store Returns

Let’s face it, sometimes we don’t end up needing the books or other items we think we do. At Retail Services, we know you’re busy so we try to make the return process as hassle-free as possible. Please read below to find out how our return policy works.

When must textbooks be returned by?

The Spring 2012 Textbook (including Study Guides and Solutions Manuals) Return Deadline is Tuesday, May 22nd.

What are the conditions for returns?

First things first. A receipt is always required when returning your books.

Shrink-wrapped textbooks and packages must remain unopened. We also need the original sales receipt and the textbook must be in new condition. (So hold onto your receipt until you’re sure it’s no longer needed.)

After the textbook return deadline, returns will be subject to a 50% refund. Textbooks may only be returned if the course has been dropped. You will need to provide a copy of your new Quest Class Schedule with the return. Returns are subject to approval.

After the last day of lectures, no refund will be provided.

Can I return general interest books?

Yes. Returns will be accepted within 10 days of the purchase date, provided the book is in new condition and with the original sales receipt.

Can I return Courseware?

Because custom course packages produced by us (lecture notes, lab manuals, and course readings) are so specific, they are final sale and cannot be refunded or exchanged.

What are final sale items?

  • Courseware Merchandise
  • Clickers
  • CDs
  • Access or Pin Codes
  • Textbooks with opened Access Codes, Pin Codes or CDs
  • Special Orders
  • Sale or Bargain Books
  • Schaum’s Outlines
  • Test Prep Manuals (LSAT, MCAT, etc.)
  • Magazines
  • Maps
  • Bar Charts
  • Lab Supplies
  • Trade Optometry Books
  • Print on Demand Course Materials

Can defective items be replaced?

Of course. Show us your original sales receipt and we will replace defective items.

How will I be refunded?

Pay with cash and you will receive cash back. If you paid by credit or debit card, a refund will be issued by the same method with the original card.

Please remember to hold onto your original sales receipt. We need it to make this refund.

What do I need to show you to get a refund?

Two things: Your student identification and the original sales receipt. If you are returning your textbook after the return deadline, you must provide proof of course withdrawal.

Waterloo Store Returns

Can I return my Waterloo Store purchases for a refund or exchange?

Yes you can. Here’s how:

With Receipt:

Clothing and gifts may be returned for a full refund within 30 days from the date of purchase. The returned merchandise must be in new condition. The purchase will be returned to the original method of payment.

Without Receipt:

Clothing and gifts may be returned without a receipt provided that the merchandise is currently in stock and is in new condition. The merchandise will be valued at the current retail price minus 20% and the refund given on a Retail Services Gift Card.

Items that are not returnable:

  • Custom orders
  • Leather jackets
  • Rings
  • Mugs and water bottles
  • Clearance and final sale merchandise

Campus Tech Returns

Can I return Rogers merchandise purchased at Campus Tech?

Yes you can. But in order for us to complete a return, it must meet the following criteria:

  1. You must call us within the first 30 days of receiving the phone.
  2. There must be no more than 30 minutes of used talk time or 30KB of data usage.
  3. Please include the phone box with all accessories and manuals in the original package.
  4. There must be no physical or water damage to the phone.

Returns are subject to approval.

Can I return other Campus Tech merchandise?

Yes you can. Here’s how:

Stationery & Accessories: You may return unopened items purchased at CampusTech within 10 days, with your original sales receipt.

Hardware and Peripherals: Returns of these items must be within 10 days, with the original receipt and require a Return Material Authorization (RMA). Please contact us at (519) 888-4567, ext. 33518, or email campustech@lists.uwaterloo.ca to request an RMA or if you have questions about returning an item.

Items that are not returnable include:

  • Special order items
  • Custom-configured computers
  • Opened products
  • Items with broken seals
  • Software licenses
  • Demo products
  • Sale items

Can I return defective items?

Of course. Defective items may be returned for exchange or service within 10 days of original purchase date. Please know that manufacturer guidelines apply for all defective hardware returns.

Who can purchase from CampusTech?

University of Waterloo faculty and staff and students currently attending or accepted into uWaterloo are eligible to purchase from the CampusTech Online Store.

Other Questions

Can I return items by mail?

Yes you can. Here is how:

Textbooks returned to us by mail must be postage-paid and postmarked no later than the returns deadline date (see above). We will only process returns on books we receive; therefore we highly recommend using Xpresspost or CanPar to ensure safe and accurate delivery.

The original cash register receipt must accompany all returns. You may expect a full refund in the same form of payment originally used for purchase within seven to 14 business days after we receive your return.

Shipping charges are non-refundable.

How quickly will you fulfill my order?

We fill orders from in-stock items first. If the item is in stock, your order will be processed and shipped within one to two business days. When an item is out of stock, we will fulfill your order as soon as it arrives in our store.

 

If you place a Special Order with us, we will fill your order as quickly as possible.

Your card will be charged at the time your order is shipped.

What happens if an item is not available?

If an item is not in stock, availability will depend on a number of variables, such as supplier inventory levels, delivery time to the Book Store, customs clearance and others.  We will process your order as quickly as possible.

How much will it cost to ship my items?

Shipping Location Price Per Shipment Estimated Delivery Time
Zone 1: ON, QC $7.00 for the first item +$0.50 per additional item, to a Maximum charge of $10.00. 1-3 Business days
Zone 2: MB, SK, NB, NS, PE $14 for the first item + $1 per additional item, to a maximum charge of $17.00. 3-5 Business Days
Zone 3: NL, AB, BC, YT, NT, NV $17.50 for the first item + $1 per additional item, to a maximum charge of $20.50. 4-6 Business Days
USA $17.50 - Canpar
$30.00 - TNT Express		 5-7 Business Days
2-4 Business Days
International Charges based on weight of shipment, contact us for an estimate. Varies depending on country of destination

Shipping rates may vary depending on weight, product or destination. If the shipping rate varies from the standard rate, we will contact you and confirm actual rates before billing and shipping.

All rates are in Canadian dollars.

In Canada

We ship our packages by Xpresspost courier with a signature required to ensure safe and accurate delivery.  Xpresspost is not able to leave packages in mailboxes. In the event that a package is delivered and there is no one available to sign for it, it will be forwarded to your nearest post office for pick-up.

Internationally

All shipments to destinations outside of Canada require a street address (no PO boxes) and your local contact telephone number. Delivery time and cost can vary greatly.  There must be someone to sign for the package when it’s delivered. Any applicable duties and taxes are the responsibility of the receiver.  Please contact bookstore@lists.uwaterloo.ca if you have any questions.

BufferBox

The BufferBox Delivery Option allows for your order(s) to be picked up via a secure, self-service kiosk located in the Student Life Centre, Lower Atrium. During the check-out process, the expected date your order will be ready for pick-up at the BufferBox Kiosk will be displayed. You can track your order via the tracking link provided in the Order Confirmation email. This service is being offered as a pilot between Retail Services and BufferBox Inc (a uWaterloo born start-up company).

Should you have any questions or feedback about BufferBox you can reach out to Aditya, one of the company's founders at aditya@bufferbox.com. If you'd like to use the BufferBox service for all your shipments/online orders, simply create an account at www.bufferbox.com. Capacity is limited everyday, check again if there is currently no BufferBox availability.