FAQ

Orders:

Q1. I am missing an item from my order, what do I do?

Items may be missing from your order for a number of reasons:

Pre-order Titles: These titles have not been published and will be dispatched as soon as they are available. Please check the Elsevier website for the due date. In this situation, your credit card will not be charged until the title is available for dispatch.
"Only to Order" Titles: These titles are usually imported from the USA or UK if they are not in stock in Australia. Delivery of these titles could take up to 6-8 weeks. In this situation, your credit card will not be charged until the title is available for dispatch.
"Print on Demand" Titles: These titles are generally available for delivery in 7-10 working days. In thissituation your credit card will not be charged until the title is available for dispatch.
Out-of-print Titles: There may be a technical error causing an out-of-print title to remain online. In this case, the out-of-print title will becancelled from your order and removed from the website.
Order Cancellations: A customer may cancel their order provided it is not a Print on Demand title. Cancellation of any other product will occur at the customer’s request or in situations of out-of-print titles featuring on the Elsevier website.

For further assistance, please call Customer Service from Monday to Friday, 8:30am to 4:30pm AEST:

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Q2. I have incorrectly bought the wrong product, what do I do about it?

If you have ordered and paid for a product by mistake please email or telephone Customer Service between Monday to Friday, 8:30am to 4:30pm at the following details below. Please note that Elsevier Australia will not exchange or refund any electronic product.

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Q3. Can I cancel my order after I’ve placed it?

To cancel your order, please call Customer Service between Monday to Friday, 8:30am to 4:30pm:

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)

Please note that Print on Demand titles (POD) are unable to becancelled. These titlesmay,howeverbe returned once received. Please contact customer service for more information.

Q4. How do I place an Inspection copy?

Instructors can request complimentary copies of a textbook and instructor resources by completing the Request Inspection Copy Form.

Q5. Can I amend my order after I’ve placed it?

To amend your order, please call Customer Service between Monday to Friday, 8:30am to 4:30pm:

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)

Q6. I can’t find a product; can you tell me when it will be back in stock?

If you are still unable to find a product after using the advanced search, the specific title you are after may be out-of-print or unavailable from the publisher. For further assistance, please email or call Customer Service between Monday to Friday, 8:30am to 4:30pm :

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Q7. I purchased an eBook. How do I download my title?

Your eBook will be available to download immediately after you have placed your order. An email willdetailsof how to access your eBook will be sent to you once your purchase has been made. Alternatively, you can download your eBook by logging into your Elsevier account and clicking the 'VST URL' link in your order history.

Delivery:

Q1. When will I receive my order?

Book Orders: If the product(s) you purchase are available and not onback order, you will receive your order within 5-7 business days.

Australian orders are sent using Australia Post e-Parcels, which require a signature. If no one is able to sign for your order, you will receive a card detailing information on collecting the order from your local post office. New Zealand and Fijian orders are sent via DHL. New Zealand orders leave daily via DHL Express.

Please Note: We do not accept PO Box addresses as delivery addresses for online orders.

eBook Orders: Shortly after completing your purchase of an Elsevier eBook you will receive an order confirmation email that will include instructions on how to access your eBook via the VitalSource Bookshelf. Alternatively, you may access your eBook by logging into your Elsevier account and clicking the 'VST URL' link in your order history.
If you have not received your confirmation email within 48 hours, please email or call Customer Service between Monday to Friday, 8:30am to 4:30pm:

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Q2. Can I track my order online?

At the moment, Elsevier does not offer any online tracking information at this time. To follow up on the status of your online order, please email or call Customer Service between Monday to Friday, 8:30am to 4:30pm :

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Q3. Do you deliver internationally?

We only accept international orders from New Zealand and Fiji. Charges for international delivery destinations are subject to applicable freight charges as determined by the destination country. All transactions are in Australian Dollars.

Please note: NZ Orders over $400 are subject to duties and taxes. Payment of these duties and taxes are the responsibility of the receiver.

To shop on an International Elsevier website (e.g. Elsevier USA, Elsevier Asia Pacific) please choose the relevant website by selecting the “Change Location” tab.

Q4. My order has not arrived within the given time period. How can I find out when I will receive my order?

Please use Australia Post's delivery ETA Form for a rough estimate of how long your order will take to arrive. If your order has not arrived within the timeframe estimated, please email or call Customer Service from Monday to Friday, 8:30am to 4:30pm AEST to find out what may be causing the delay:

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Online payments

Q1. How can I pay for my online order?

We accept Visa®, MasterCard®andAmerican Express®. Our servers encrypt all of your submitted information to ensure your details are safe and secure. We also accept checks and electronic wire transfers. If you choose to pay by check or electronic wire transfer please call customer service between Monday to Friday, 8:30am to 4:30pm :

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)

Q2. How do I use a promo code?

The Elsevier website only accepts certified promotional codes that have been obtained via email or the Internet. At the Checkout, please enter a valid promotional code, as shown in the image below:

Please note:

Promotional codes do not provide a further reduction if a product is already reduced in price.
Elsevier Australia is unable to refund the discount/promotional amount if the promotional code is not used at the time of purchase.
To check if a promotional code is still valid, check the expiry date or contact Customer Service between Monday to Friday, 8:30am to 4:30pm AEST.
1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Q3. Where can I find Elsevier promotional codes for my online order?

Promotional codes may be found on print brochures and in emails. Association members may also receive Elsevier promotional codes via membership communications.

Q4. Am I entitled to a discount if I am a member of an association?

If you are an Association member or Librarian, you must add the Association or Library code to your profile. The discount will then be automatically applied to subsequent orders. Promotional codes may be supplied by Associations through membership communications.

Please note:

Promotional codes do not provide a further reduction if a product is already reduced in price.
Elsevier Australia is unable to refund the discount/promotional amount if the promotional code is not used at the time of purchase.
To check if a promotional code is still valid, check the expiry date or contact Customer Service between Monday to Friday,8:30am to 4:30pm AEST.
- 1800 263 951 (Toll-free within Australia)
- 0800 170 165 (Toll-free from New Zealand)
- [email protected] (We willendeavour to reply within 48 hours)
Customer Service is unable to authoriseadditional discounts for Associations and Librarians: this can only be done by contacting your Sales Representative here.

Q5. What is the $ 1.00AU charge in my order?

A pre-authorised “PRE-AUTH” amount of $1.00AU is reserved to ensure the credit card is valid.

The total charge for your order will be processed when your order is shipped to you.
The pre-authorised reserved amount iscancelled/expires within 5 to 10 days and funds will be released by the card issuing bank back to the cardholder.

Q6. When will my account be charged for my Elsevier order?

For Book orders, you will be charged just before your goods are about to be dispatched (We prepare the order and check the card before sending the order. If the card fails, the order is cancelled. In this situation, you will be contacted by Customer Service). This normally takes 3 working days.

For eBook orders, you will be charged immediately.

Q7. Why have I not received any response from Elsevier?

If you have contacted Elsevier or placed an order and not received a response, please check your “Junk” or “Spam” folders. To avoid this from happening, add Elsevier’s email address [email protected] to your address book and “Safe-senders” list so all correspondence from Elsevier will be directed to your inbox.

For further assistance, please call Customer Service from Monday to Friday,8:30am to 4:30pm AEST:

1800 263 951 (Toll freewithin Australia)
0800 170 165 (Toll freefrom New Zealand)

Returns policy

Q1. What is your Returns Policy for Australian orders?

Elsevier Australia exchanges or refunds a product within 14 days of receiving your order provided:

i) The product is faulty or damaged, has been incorrectly described or does not match the sample shown, is not of merchantable quality, or is not fit for a purpose or job you have made known to us or that is self-evident, provided the request for exchange or refund is made within a reasonable time in accordance with our obligations under the Trade Practices Act 1974 (Cth)
Please note: If you have received a damaged or faulty product, please provide a photograph clearly showing the damage when lodging your returns request.

ii) The product is in the original condition in which you received it, and products that are shrink-wrapped or sealed are in their original unbroken condition. Elsevier Australia has the right to refuse an exchange or refund if a product is not returned to us in the same condition as it was delivered to you. For example: If a product has been damaged in return transit by becoming soiled, scuffed or with torn pages or bent page corners, Elsevier Australia may refuse to offer an exchange or refund on your returned item; and

iii) The product is accompaniedwitha copy of the proof of purchase. Elsevier Australia will not exchange or refund any electronic product (e.g. eBook, purchases made via the iTunes App Store, purchases made via the inkling platform or any title containing an electronic product as a component) under this subclause; and

Claims are made within the 14 day period.

Q2. I am an Australian customer. How do I return my order?

i) Customers should contact Customer Service to request an Official Returns Authorisation form within 14 days of receipt of books. Customer service canbe contactvia email or telephone between Monday to Friday,8:30am to 4:30pm AEST:

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Please note: Freight Costs for returning goods are the responsibility of the customer. A copy of the invoice and the Returns Authorisation must be included in the package when the book is sent to the warehouse.

Q3. I live outside of Australia. How do I return my order?

i) Customers living outside of Australia should contact Customer Service to request an Official Returns Authorisation form within 14 days of receipt of books. Customer Service can be contacted via email or telephone between Monday to Friday,8:30am to 4:30pm AEST:

1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free from New Zealand)
[email protected] (We willendeavour to reply within 48 hours)

Please note: Freight Costs for returning goods are the responsibility of the customer. A copy of the invoice and the Returns Authorisation must be included in the package when the product is sent to the warehouse.

Please notetimeframe for refund processing once the item has been collected or received by the courier:

Australia: 2 weeks

New Zealand: 6 weeks

Q4. Can I return an item for an exchange or credit note instead of a refund?

Noall returns will be refunded if paid by credit card, Customer is to re-order the product required.

Elsevier Australia will refund upon receiving the order provided it is in resalable condition.

ACCOUNT/PROFILE

How do I create or log into my Elsevier account?
To create or log into your Elsevier account:

1. Click on ”Sign In” or ”Create an Account” at the top right of your screen
2. Enter your email address
3. Click on ”Continue” and follow the instructions

How can I change my email or personal information?
To change/update your email and personal information:

1. Go to our login page https://id.elsevier.com
2. Enter your email address
3. Click on ”Continue”
4. Enter your password
5. Click on ”Sign in”
6. Click on the pencil icon in the relevant field and change your data

How do I reset a forgotten password?
To reset your password:

1. Click on ”Sign In” or ”Create an Account” at the top right of your screen
2. Enter your email address
3. Click on ”Continue”
4. Click on ”Forgot your password?”
5. Click on ”Send me a link” and follow the instructions

Can’t find your answer? Contact the Elsevier Customer Service Team by phone between Monday to Friday 8:30am to 4:30pm.Emails will be responded to within 48 hours.

Phone:
1800 263 951 (Toll-free within Australia)
0800 170 165 (Toll-free to Australia from New Zealand)

Email
[email protected]