• Contact Information
• Return for Refund
• Rental Return
• Tracking
• Searching for Books
• Damage or Condition
• Shipping Options
• Website

Contact Information

How do I contact Customer Service?

Customer Advocates are available Monday through Friday from 7a – 6p CST. Contact us toll-free at 888-398-1977 or via email at customerservice@skyo.com.

The book I received is not what I rented. Can you ship the correct book?

If you receive an incorrect shipment, contact Customer Service for immediate assistance.

The order I received belongs to another customer. What should I do?

If you receive a shipment that was meant for another customer, contact Customer Service for immediate assistance.

Can I cancel my order?

We make every effort to process and ship your order quickly. If you are not able to cancel your order online, the book may be returned to the Store Depot location.

I made an error with my shipping address. Can it be changed?

If your order has been processed, we will not be able to change the shipping address. We will be happy to issue a refund for any undelivered order that is returned, however cannot re-ship the returned item(s).

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Return for Refund

If I don’t want my books, can I just refuse the delivery? 

Your order may be shipped from a number of different vendors. A return received directly to the vendor may result in a delay in processing your refund. For proper handling, please follow the return instructions when shipping your book to us for a refund.

I no longer need my book. How can I return it for a refund?

Returns for a refund will be accepted up to 21 days after your order has been received. Returned items must be in the condition as sold. Returns for a refund can returned to a Store Depot location as designated under the Returns section under My Account.

How will I receive a refund if I return an item?

A credit, minus shipping, will be applied to your original method of payment. If we have committed an error with your order, a full refund, including shipping, will be issued.

When will my refund post?

Depending on your bank, your refund should post within 2 – 5 business days after being credited.

If my return is a few days late, can I receive a partial credit? 

We will not issue a partial credit for a late return. The book will be received as a rental return.

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Rental Return

At the end of my rental period, how do I return my book(s)?

Rental returns are a very simple process, and here are the steps to follow:

1. Log into your account and visit the Rental Returns Page
2. Verify your customer information
3. Select the book(s) being returned
4. Print a packing list
5. Return the rentals to your Store Depot location

Shipping charges are not reimbursable for any item sent at your expense back to the Store Depot.

When should I return my rental to avoid being late?

Return your rental any time before the date it is due. If returned after the rental due date, you are subject to being charged a late fee.

If my rental return is in your possession before the scheduled due date, can I receive a partial refund?

Early rental returns will not be issued a partial refund. The book will be received as a rental return.

If I am late returning my rental, will I be charged a late fee?

Yes. If your rental return is not returned on or before the due date, your rental due date will automatically be extended every 14 days until returned or until the current list price of the book is met.

I need to keep my rental a few extra days. Can I extend the rental due date?

Yes! You can extend your rental for 14 days. There is no limit to the number of times you can extend your rental. Log into your account and follow these steps:

1. Access the “My Rentals” page
2. Select the book you wish to extend
3. Add the extension to your cart and checkout
4. Submit payment and complete the extension

Your new rental due date can be found on the "My Rentals" page.

I’ve decided to keep my rental. Can I buy it?

Yes! Log into your account and follow these steps:

1. Access the "My Rentals" page
2. Select the book you wish to buy
3. Add the book to your cart and checkout
4. Submit payment and complete the order

When the book is purchased, you have satisfied your rental agreement and do not have to return the item. Since the book is in your possession, you will not be charged any related shipping costs.

What is the buyout price?

The buyout price is the current list price minus the original rental cost and any extensions.

Will I receive a refund when I return my rental?

When your rental is returned, you have satisfied the terms of your agreement with us. No refund will be issued.

What happens if my books are lost or damaged while in transit as a return?

Contact Customer Service for assistance if your rental return has been mishandled while in transit. If you used our pre-paid shipping label for the return and your shipment was packed securely, an Advocate will file a claim with the carrier and we will receive your return to satisfy your rental agreement.

I damaged my book. What can I do?

If your book is received and damaged beyond repair, you will be charged the buyout price and the book will be discarded. Damage includes missing pages, torn cover, loose binding, excessive highlighting or writing, detectable odor, water or other liquid spills.
If you feel your book is damaged, do not return it. Simply buy the book to satisfy your rental agreement.
Some damage can be repaired. If your book is returned with light damage to the cover, binding, or pages, you will be charged a $15 fee for repairs.

My book was lost or stolen. What can I do?

During the rental period, the book is your responsibility. If the rented book is not returned, you will be charged the buyout price.
If your book is lost, simply buy the book to satisfy your rental agreement.

Will I be notified when you receive my returned rental?

Yes! When your rental return is received, notification will be sent to the email address listed on your account.

My rental due date is on a weekend or holiday. Does this affect the due date?

If the books was returned to a Store Depot location, speak with the store for assistance or contact Customer Service for any additional assistance.

I accidentally returned a book that was meant for someone else. Can you return the book to me?

If the books was returned to a Store Depot location, speak with the store for assistance or contact Customer Service for any additional assistance.

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Tracking

How can I track my order?

Tracking information will be sent via email once your order was shipped. Simply visit the carrier website with your tracking number for an update.

Can I contact the carrier for delivery information?

Yes! Depending on how your order was shipped, carrier information is as follows:
FedEx: 1-800-GO-FEDEX
Other carrier information will be listed with your tracking email.

When will my order arrive?

Allow up to 2 business days for your order to process. Based on your method of shipment, the order will arrive within:
5 - 10 (up to 30) business days for Standard shipping
3 - 4 business days for Expedited shipping

What is a business day?

Business days are Monday through Friday, excluding holidays. Orders may be processed on weekends, however will ship on a weekday.

Why was my order shipped from different vendors?

Your order will be shipped from any of our vendors with the book in stock.

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Searching for Books

How can I search for books?

On the home page, enter the title, author and ISBN (10 or 13 digits) into the Search field or you may search by the Course listing if it is posted in the Find Books by Class box. For accurate results, we recommend searching with the ISBN or Course listing.
To search by Course, choose from the drop down menus your Term, Department, Course and Section.
To search by ISBN, type the 13 or 10 digit number: "ISBN" (i.e. 9780321611136 or 0321611136"")
To search by author, type author: "author name" (i.e. author: "Smith" or author: "Randall Smith")
To search by title, type title: "title name" (i.e. title: "Biology" or title: "Classroom Biology")

How can I find the book needed for my course?

Refer to the syllabus for your course. The ISBN should be listed along with the Author and Title for the book. We recommend searching with the ISBN to ensure you order the correct edition of the required book.

Will my book arrive in new or used condition?

Most rentals are shipped in used condition. Depending on availability, you may receive a book in new condition. We realize you may have a preference, however we cannot honor requests for a book in either condition.

The listed book includes a supplement. Are supplements such as access codes, CDs, or workbooks included with my book?

Regardless of book condition, new or used, we do not guarantee supplements will be included with your book. If included, we do not guarantee the accessibility or condition of any supplement as many are one-time use only items.

What if I receive a teacher or international edition?

Our vendors are required to ship US /Canadian student editions. If you receive an international or teacher edition, contact Customer Service for immediate assistance.

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Damage or Condition

Is it OK to write or highlight in my rented books?

Yes! Minimal highlighting and writing is allowed. Excessive highlighting and / or writing may result in damage fees.

What type of damage is considered unacceptable?

Any type of damage that renders the book unusable is considered damaged. This includes:
Water damage or other liquid spills
Warped or stained pages
Missing or torn cover or pages
Damage to the binding
Excessive odor
Highlighting and / or writing throughout the book

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Shipping Options

How quickly will my order be shipped?

Your order will be processed for shipping within 2 business days.

How will my order be shipped?

Depending on your selection, your order will be shipped via FedEx.

What is the quickest method of shipping?

Express shipping is the quickest shipping method available. The order will be delivered within 2 –3 business days after processing time.

What if my order appears to be lost in transit?

If your order is lost in transit, contact Customer Service for immediate assistance.

How much will it cost to ship my order?

Expedited Shipping: Delivery within 2 business days after order processing*
First Book: $12.00C
Additional Books: $4.00C each

Express Shipping: Delivery within 2 -3 business days after order processing*
First Book: $20.00C
Additional Books: $5.00C each
* Service not available for PO Box deliveries

Can you ship my order to the store?

Store pick-up is not an option at this time.

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Website

I just placed an order. Can I check the status of my order?

Yes! Log into your account and select the My Rentals page to view the current status of your order.

Can I view my order history?

Yes! Log into your account and select the My Rentals page to view your Order History.

Can I also buy books?

Yes! We will have a selection of Used and New books available for purchase.

I am renting my books for a specific number of days. How will I know the actual due date?

Log into your account and select the My Rentals page to view your rental due date.

Can I rent books without creating an account?

An account is required if renting books.

Can I delete my account if I decide not to rent?

We are not able to delete or disable your account once created.

Why was I charged sales tax?

Sales tax will be applied to any order as required by the province. Sales tax applies only to the rental or purchase cost of an order. Shipping taxes are not applied.

Why was I charged an additional $1 for my rental?

The $1 charge is a payment authorization for your rental or purchase. The authorization is required to verify funds are available to cover the cost of your rental or purchase. The authorization will clear once the transaction has been settled.

Why was I charged twice for my order?

Authorization for payment occurs when the order is placed. Once the order ships, you are charged. The authorization with payment collection may appear to be a double-charge, however it is not. The authorization will clear once the transaction has been settled.

How can I pay for my order?

Credit and Debit cards issued by Visa, MasterCard, American Express or Discover are all accepted methods of payment.

Why was my credit / debit card rejected?

Failure to authorize payment for your order may be due to a few different reasons. This includes, but is not limited to insufficient funds, incorrect CVV code, mismatched billing address, or an expiration date that occurs before the end of the rental period. Internationally-issued credit / debit cards may fail authorization. On occasion, card issuers may flag a transaction as being fraudulent. It is recommended to check with the card issuer if your payment is rejected.

Can I delete or modify my credit card information?

A valid credit / debit card must be on file to rent and during your rental period. If rentals are not returned or are damaged, charges will be applied to the credit / debit card on file.

Where can I find the CVV code on my credit / debit card?

This three digit code is located on the back of your credit/debit card right next to the last four digits of your account number within the signature field.

I might forget my due date. Will I receive a reminder?

Yes! You will receive email reminders 7 days before, 3 days before, and 1 day before your rental due date. One email reminder will be sent on the date your rental is due.

Can I reserve a book if not available?

We do not backorder any unavailable titles. If the book is not listed or available online, it cannot be rented or purchased.

Can I specify new or used when renting a book?

We realize you may have a preference, however we cannot honor requests for a book in either new or used condition.

Is your website secure?

We employ the latest physical, hardware and software security protocols. All transactions on our site are protected by an enterprise grade firewall and 128bit encryption.

Which browser should I use for your site?

For best results, use Mozilla Firefox, Google Chrome or Safari. Internet Explorer 8 or 9 will also work but is not recommended.

I am having difficulties in using your website. Can you troubleshoot? 

Please contact Customer Service for assistance. An Advocate will be happy to assist you with our website.

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