TextbookStop FAQ's

Ordering Questions

How do I search for a specific book?

Can I extend the Return Date for a rental book?

Are access codes or CD's included with rental books?

How long will it take for my book to arrive?

Is my information secure?

Which credit cards do you accept?

My credit card should be working, so why is it being rejected?

The book I need is not available to rent…why not?

Why did my rental book come from somebody else, and not TextbookStop.com?

Do you ship internationally?

Why do I need to register for an account?

Why are you charging me sales tax?

Can I get overnight delivery?

Why do rental prices for books change?

Customer Service Questions

How do I get a refund?

You sent me the wrong book!

Can you send me a new password?

Why can’t I log into my account?

Can I speak to somebody?

Will you send me a tracking number?

Can I cancel my order?

Why is there an invoice with the book that I received?

Why was my order canceled?

What do I do if the book that I received is damaged?

Selling Textbooks to TextbookStop.com (Buyback)

Get cash for your books - fast!

What condition does a book need to be in?

What should be included in my package?

How do I print a shipping label?

My shipping label will not appear or will not open; What should I do?

Can I sell a book with missing supplements (such as CD’s)?

Caring for Your Rental Book

How do I avoid any damage fees when my book is returned?

Can I write in my rental book?

Can I highlight the rental book?

Returning Your Rental Book Questions

My return label will not appear or will not print; what should I do?

What is a TextbookStop.com drop-off location?

How do I return my rental book when I am done with it?

How do I find the Return Date for my rental book?

Can't you just remind me when the book is due with an email?

How do I get an extension on the Return Date?

How do I convert my rental to a purchase?

What if I want the same book for another semester?

What if I have lost my book, or it was stolen?

If I return the book early, will I get some money back?

How do I package my book? Can I just use the free priority boxes from the US post office?



Ordering Questions

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How do I search for a specific book?

You can search on the book's title or author, but the most accurate way is to obtain the ISBN number of the book that your professor required. The ISBN is a 10-digit or 13-digit code (either one will work) that is usually located near the bar code of the book, and it is also referenced in the first couple pages. If your course list does not include the ISBN, you may be able to obtain it online, from your professor, or by writing it down off the books that are being sold by the campus bookstore.

If you do not have the ISBN number, please ensure that you are searching for the proper edition of the textbook that you need.

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Can I extend the Return Date for a rental book?

Yes. Email us at customerservice@TextbookStop.com with your request and we will provide a price quote to extend your Return Date for 15 days, 30 days, or for another semester.

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Are access codes or CD's included with rental books?

Supplements are not guaranteed to come with used books, whether you are renting or purchasing the used book. Similarly, access codes are not guaranteed to work for used books, since many access codes are set to expire by the publisher after their first usage.

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How long will it take for my book to arrive?

Your order will be processed within one business day, and most books will arrive in 4-7 days from your order date. We strive to use trackable shipping methods, and we will provide tracking information for your order within your account as quickly as possible. Sometimes, however, your book will arrive before the tracking information becomes available.

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Is my information secure?

We take the security and privacy of your information very seriously, and we use accepted industry standards to keep your information safe. Please refer to our Privacy Policy for more details.

Remember: we will never ask you to provide personal information, login information, password information, or credit card information by email or by telephone.

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Which credit cards do you accept?

We accept Visa, Mastercard, Discover and American Express credit cards. We do not accept debit cards. By renting a book from us, you are agreeing that we can store your credit card information for a period of up to 45 days past your Return Date. Your card's expiration date must be beyond this time frame.

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My credit card should be working, so why is it being rejected?

We accept Visa, Mastercard, Discover and American Express credit cards. We do not accept debit cards. By renting a book from us, you are agreeing that we can store your credit card information for a period of up to 45 days past your Return Date. Your card's expiration date must be beyond this time frame.

Please ensure that you are using the proper CVV code for your card, and that the billing address matches the address of the card holder. You may need to dial the customer service number located on your credit card to diagnose the problem.

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The book I need is not available to rent…why not?

Sometimes it is almost as cheap to buy a book as it would be to rent it. This can happen with very low cost books, such as paperback novels, or with older books when a new edition is scheduled to be released. If we are not renting a specific book, we will offer a used copy for sale if we have it in stock, and we will provide an option for you to purchase a new book (and still save money over buying the book at your campus bookstore).

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Why did my rental book come from somebody else, and not TextbookStop.com?

Textbookstop.com ships most orders from our warehouse in Salt Lake City, Utah. We also buy books from a variety of reputable booksellers and distributors. To save time and money, those suppliers may send certain books that you order directly to you.

Sometimes our fulfillment partners will include a packing slip or an invoice with the book that reflects what we paid to obtain the book for you, not what you paid to rent it. These items can be discarded.

When you are ready to return the book, or if you need a refund, the books you ordered must be returned to Textbookstop.com using our prepaid shipping label (even if you received them from one of our fulfillment partners).

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Do you ship internationally?

No. We ship to the 48 contiguous US States. We do not ship to Hawaii or to Alaska. We do not ship to military addresses (APO/FPO). We apologize for any inconvenience this might cause.

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Why do I need to register for an account?

We've tried to keep the registration process quick and easy. You need to set up an account so that we can bill your credit card properly, and manage your transaction through to its completion.

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Why are you charging me sales tax?

All textbook rentals are handled by TBS Textbook Rentals LLC, which uses TextbookStop.com as its agent to comply with state and local tax laws. The law requires us to collect and remit sales and use taxes in States that do not have specific exemptions for textbooks.

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Can I get overnight delivery?

Unfortunately, we cannot guarantee overnight deliveries due to the fact that we use multiple fulfillment partners, and many of them are not equipped to handle overnight deliveries. Most orders are received in 4-7 days from the order date. Please order in advance of the starting date of your classes if at all possible.

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Why do rental prices for books change?

Prices are generated dynamically and reflect market conditions for each book. Your price is not final until you complete the checkout procedure and pay for your book.



Customer Service Questions

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How do I get a refund?

You can absolutely return the book to us for a refund. Simply mail it to us in its unused condition with delivery confirmation at:

Textbookstop Returns
2805 S 1900 W
Ogden, UT 84401

Please email us the return delivery confirmation number for tracking purposes. We will issue your refund as soon as we receive the book. Please include a note with your name and reason for return. To ensure we receive the book within the return deadline, please make sure we have received the book back within 15 days of when the order was received. Returns received past the deadline are subject to a 25% restocking fee.

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You sent me the wrong book!

We sell and rent many thousands of books and we try very hard not to make mistakes. If we have made a mistake with your order, please contact us as soon as possible by emailing us at customerservice@TextbookStop.com. Please include your order number in your email to us. We will resolve the problem with you as rapidly as possible.

When you select a book to rent or buy, your order will be associated with a specific 10-digit or 13-digit ISBN number that is located on the back of the book near the bar code, and again inside the first several pages of the book. If you received a book that does not match the ISBN number of your order, the mistake will be resolved at our expense. If you ordered the wrong book, but received the exact book that you ordered, you will be charged a $10 restocking fee to cover expenses associated with returning the book and shipping the right book to you.

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Can you send me a new password?

You can reset your password by following the "lost password" link next to the login section for your account. A new temporary password will be emailed to you.

Please note that TextbookStop.com will NEVER ask you for account information, credit card information, or your password via email.

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Why can’t I log into my account?

Please note that both your username and your password are case sensitive. If you cannot get your username to work, or you are unable to reset your password, please email us at customerservice@textbookstop.com and we will help.

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Can I speak to somebody?

Our customer service number is (801) 648-7814, and representatives are available from 9:00 AM until 5:00 PM, Monday through Friday, Mountain Standard Time. If you reach our voice mail message, please leave a message with your name and your return phone number and we will call you back.

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Will you send me a tracking number?

We try to have a tracking number for every order, and that tracking number will be provided to you by email or in your ordering information within your account. We use several distributors and fulfillment companies to ship books to you, and on rare occasions a shipment will be made without a tracking number.

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Can I cancel my order?

If you need to cancel your order, please contact us as soon as possible by emailing us at customerservice@textbookstop.com and putting the words “Cancel Order” in the subject line of your email. Please also include your name and your order number.

During the busy textbook season, we complete orders rapidly, often within hours of receiving a purchase or rental book order. We will make every effort to stop your cancelled order from being shipped – it saves you the hassle of returning the book, and saves us the expense of shipping.

We may be unable to prevent your order from being shipped if it is already being processed or in transit. We will let you know if your order was shipped before it could be cancelled. You will need to receive the book, print a prepaid return shipping label and packing slip from your account, and send the book back to us. PLEASE DO NOT REFUSE THE SHIPMENT – DOING SO COULD CAUSE THE BOOK TO BE RETURNED TO THE FULFILLMENT SHIPPER INSTEAD OF TO TEXTBOOKSTOP.COM AND THIS WILL DELAY YOUR REFUND.

The proper return address is:

TEXTBOOKSTOP.COM RETURNS
2805 S 1900 W
Ogden, UT 84401

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Why is there an invoice with the book that I received?

Your order may be shipped to you directly from our warehouse, or from one of our trusted fulfillment partners around the country. Sometimes, an invoice will be included with your order reflecting fees and charges that we paid to get your order to you. Please disregard any invoices included in your order that are not from Textbookstop.com. Your charges are detailed within your account with Textbookstop.com.

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Why was my order canceled?

On rare occasions, inaccurate pricing information is displayed on our Website, and we have the right to cancel orders that are made with pricing errors. If this occurs, we will seek to contact you immediately.

Cancellations may also occur due to violations of our Policies.

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What do I do if the book that I received is damaged?

Please contact us at customerservice@TextbookStop.com as soon as possible but in any event no later than 3 business days after you receive your book. Please include your order number in your email. We will work with you to correct the problem.



Selling Textbooks to TextbookStop.com (Buyback)

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Get cash for your books - fast!

When you sell a book to TextbookStop.com, we will pay you quickly, and we do issue you a check, not credit. Simply go to http://www.TextbookStop.com/sell-textbooks, identify the books that you wish to sell, print out your shipping label, and send us your books. Shipping to us is FREE!


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What condition does a book need to be in (condition guidelines)?

TextbookStop.com purchases books that are in Good condition, Very Good condition, or better. What does this mean?

  • The covers must be intact and not covered by tape (normal bookstore stickers are OK)
  • The cover must not be loose or pulling away from the pages
  • The copyright page must be intact
  • The cover and the pages must be free from water damage (or any other damage caused by liquids)
  • SOME highlighting or underlining is acceptable, as long as fewer than 20% of the pages have highlighting or underling on them. Also, the text cannot be obscured by writing or drawing.
  • Study guides and other fill-in books must have all pages, with no answers written into the book

TextbookStop.com does not purchase instructor editions (also known as "annotated instructor editions", or "IAE") or international editions. Covering the markings of a teacher's edition or an international edition with electrical tape or stickers does not make it acceptable.

Sometimes we receive a book that is different from the buyback slip that was processed on our website. In those cases, we will process your buyback at the current price of the book that was actually received by us.

TextbookStop.com does not return items that do not meet our condition guidelines.

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What should be included in my package?

Please include the packing slip generated during the checkout procedure, the books that you are selling, and the supplements that go with those books (if applicable). Please tape our prepaid shipping label to the outside of the box, and cover up or cross out any old labels on the box. DO NOT USE "FREE" PRIORITY MAIL BOXES FROM THE US POSTAL SERVICE. You are responsible for additional fees charged by the post office for use of their priority mail service.

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How do I print a shipping label?

During your checkout process, you will prompted to print out a shipping label. Alternatively, your label can be printed out by logging into your account at https://www.TextbookStop.com/login, and select the option for "reprint label". Please contact us at customerservice@TextbookStop.com if you need additional assistance.

Generating a prepaid shipping label requires a new window to open in your browser – please ensure that your pop-up blocker is off when you generate the label. If you still experience problems generating a label, please try another browser, or contact us at customerservice@TextbookStop.com and we will help.

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My shipping label will not appear or will not print; what should I do?

Generating a shipping label requires a new window to open in your browser. Please disable your pop-up blocker within your browser settings so that the new window with the shipping label can open. If the pop-up blocker is off, and you are still experiencing problems, try a different web browser. If neither of these solutions work, please contact us at customerservice@textbookstop.com and we will help. Please note that creating a new account will not allow you to access transactions from your original account.

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Can I sell a book with missing supplements (such as CD’s)?

If you are selling a textbook that originally came with a supplement, such as a CD or a DVD, the supplement must be included with your book when you send it to us. If we receive a book without its supplement, the price quote for that title is subject to a 50% reduction.



Caring for Your Rental Book

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How do I avoid any damage fees when my book is returned?

Your savings are made possible because over time, multiple people will rent the same book. Therefore you are agreeing to take care of the book so that it is still in good condition when it is returned to us. We understand what regular textbook wear is, and you will not be charged additional fees for books that are still in good condition. Simply put, this means that the covers are intact and are not bent or torn, the pages are clean of any writing or underlining, there is no highlighting or a limited amount of highlighting (highlighting on fewer than 20% of pages is acceptable), there is no water damage or staining, and the spine and binding of the book are intact and solid. Supplemental materials delivered with your book (such as CD's and/or DVD's) need to be returned with your book.

If your book is returned in a condition such that it cannot be rented again, you will be charged damage fees depending upon the condition of the book. These conditions are explained in detail in your End User Agreement.

Minor Damage Fees - You will be assessed a flat fee of $15 for damages such as:

  • Highlighting, where the highlighting does not obscure the text of the book, and appears on more than 20% of the pages of the book
  • Writing or underlining in the book, where the writing in the book does not obscure the text of the book, and appears on more than 20% of the pages of the book
  • Supplemental materials (such as CD's or DVD's) are not returned

Major Damage Fees - If your rental book is returned to us in an unusable condition, you will be charged the full list price of the book less the rental fee you originally paid so that the book may be replaced. The damaged book will be recycled by us and not returned to you. You have the option of obtaining an undamaged copy of the book that you rented, and returning that instead. Examples of Major Damage include:

  • Water damage

  • Stained or missing pages

  • Torn or missing cover(s)or pages

  • Excessive highlighting or other markings that obscure the text and/or are present on more than 33% of the pages of the book

  • Any other condition rendering the book unusable.
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Can I write in my rental book?

No - the book needs to be returned in good condition, which includes keeping the pages clean and free from any markings or underlining. For more information, please see the question "How do I avoid any damage fees when my book is returned?"



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Can I highlight the rental book?

Yes - if you limit the amount of highlighting to fewer than 20% of the pages of the book. For more information, please see the question "How do I avoid any damage fees when my book is returned?"



Returning Your Rental Book

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My return label will not appear or will not print; what should I do?

Generating a return label requires a new window to open in your browser. Please disable your pop-up blocker within your browser settings so that the new window with the shipping label can open. If the pop-up blocker is off, and you are still experiencing problems, try a different web browser. If neither of these solutions work, please contact us at customerservice@textbookstop.com and we will help. Please note that creating a new account will not allow you to access transactions from your original account.

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What is a TextbookStop.com drop-off location?

Local service. A TextbookStop.com drop-off location is an independent business located near campus that can help you pick up and drop off your textbook rentals. They can also handle refunds and returns, for you so that you do not need to go to the post office. If you have textbooks that you own, drop-off locations can also offer you a cash buyback price and buy your book on the spot.

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How do I return my rental book when I am done with it?

  • Click the 'My Account' Button and log into your account.
  • Select the books that you are returning and click the 'Return Book' button.
  • Click 'Print Forms'. Once the label prints, attach it to the outside of your return package.
  • Drop your package off at the post office.
  • If you are near a Textbookstop.com Drop-off Location, then just print off your packing slip, tuck it inside the front cover, and leave your rental book at the drop-off location and you are done.

    Generating a prepaid shipping label requires a new window to open in your browser – please ensure that your pop-up blocker is off when you generate the label. If you still experience problems generating a label, please try another browser, or contact us at customerservice@textbookstop.com and we will help.

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    How do I find the Return Date for my rental book?

    Your Return Date will be clearly displayed on your electronic receipt, and it will also be in your account information under your ordering history. It is your responsibility to send us your rental book postmarked no later than the Return Date.

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    Can't you just remind me when the book is due with an email?

    We'll try, but sometimes our informational emails are caught in spam filters. To lessen the likelihood of that happening, please add these email addresses to your address book or contact list:

    customerservice@TextbookStop.com

    donotreply@TextbookStop.com

    You are responsible for returning your rental book by the Return Date even if you do not receive any email reminders from us.

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    How do I get an extension on the Return Date?

    If you wish to extend your rental period for a fee, please email us your request at customerservice@TextbookStop.com, and we will provide you with a price quote for extending your rental for 15 days, one month, or for another semester.

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    How do I convert my rental to a purchase?

    If you wish to convert your rental to a purchase, please email us your request at customerservice@TextbookStop.com. Please include your account number in your email, and we will quote you the price to buy your book. The cost to convert to a purchase is the list price of the book less the price you paid for the rental book (not including taxes and any shipping fees).

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    What if I want the same book for another semester?

    If you wish to extend your rental period for a fee, please email us your request at customerservice@TextbookStop.com. Please include your account number in your email, and we will quote you the price to buy your book. Rentals can be extended for 15 days, one month, or for another semester. The price to rent the book for another semester is three-thirds (75.0%) of the price you paid to rent the book the first time.

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    What if I have lost my book, or it was stolen?

    The book is your responsibility during the rental period, and you will need to pay for a replacement copy if the book is lost or stolen. Please contact us at customerservice@TextbookStop.com to notify us that you will be unable to return the rental book. Please include your order number in your email.

    The replacement cost is calculated as the list price of the book.

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    If I return the book early, will I get some money back?

    No - there are no refunds for using the book for a shortened rental period.

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    How do I package my book? Can I just use the free priority boxes from the US post office?

    DO NOT use the free priority boxes from the US Post Office, because the prepaid shipping label that you print out from your account is for the "media mail" rate, not the more expensive priority mail rate. If you use the priority mail box from the US Post Office, you will be charged for the extra postage.

    To return your book, print out the packing slip and the prepaid shipping label. Tuck the packing slip inside the front cover. Your book should be packaged in cardboard, and the shipping label should be securely taped to the outside of the package. Then the book can be dropped off at the post office.

    If you are located near a TextbookStop.com drop-off location, you do not have to print out the shipping label or find a box - just drop off the rental book with the packing slip at the drop-off location.

    7 DAY PRICE GUARANTEE
    We guarantee that you will recieve the quoted price for your textbooks(s) as long as they are postmarked within 7 days.
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    New Textbook Substitution
    If a used book is not available for a particular title, you choose whether you would like us to substitute a new book (at the new book price), or cancel your order for that book.
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