FREQUENTLY ASKED QUESTIONS

Order Information

How can I place an order?
Please include purchase order number, contact name, bookstore/school information, ISBN number (or title string) and quantity and order by one of the following methods:

Phone: (734) 455-7900
Fax: 1-888-806-7220
Email: email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Mail: 14903 Pilot Drive, Plymouth, MI 48170

How do I check on the status of my order?
Contact customer service at 734.455.7900 or email us. It is very helpful if you have either your purchase order or sales order number from the confirmation you were sent.

How can I get a tracking number for my order?
Contact customer service at 734.455.7900 or email us. It is very helpful if you have either your purchase order or sales order number from the confirmation you were sent.

When will my backorder ship?
Once your item is in stock, the order will usually ship the same day or the next business day. If your item needs to be reprinted to fill your order, expect a delay of approximately seven days.

What methods of payment do you accept?
We accept checks made payable to Hayden-McNeil, LLC. We do not accept credit cards for payment.

How do I get a copy of my invoice?
An invoice will be included with your shipment. You can also obtain a copy of your invoice for any received order by contacting customer service at 734.455.7900 or email us.


Can I purchase your products from a reseller?
A few of our titles are available through most major resellers. However, most of our titles are published for a specific university and are only available to college bookstores that directly serve those students.

Shipping Information

What methods of shipping do you offer?
We offer UPS and FedEx as small order shipment options. Prepaid freight orders are shipped through Roadway or Yellow. If you prefer to be billed collect, please specify your desired carrier and service required.

What are your shipping rates?
Shipping rates vary depending on zone, product weight, and service requested. There are additional charges for liftgate, limited access, inside delivery, and address corrections (if the error is yours). Our customer service team will be happy to provide a rate quote. Contact them at 734.455.7900.

When will my order ship?
If the item is in stock, your order will typically ship within one to two business days. If the item is not yet published, our production timetable usually places new titles in our warehouse so that we are able to ship to you the week before classes start.

If I live outside the U.S., will I have to pay for any special customs fees?
Any physical orders that ship outside the U.S. are subject to any applicable customs fees, duties, or taxes and are independent of any shipping fees charged by Hayden-McNeil.

What if I have a shipping claim?
Shipping claims must be presented in writing within 30 business days of receipt, and should include date received, carrier, copies of related shipping documents, and claim description. Hayden-McNeil may reject incomplete or late claims.

Product Information

How do I find out a title's ISBN?
Prior to each semester, we will fax a list of all active titles to your store. That list also contains the ISBN and the publication length. You may also contact our customer service team at 734.455.7900 to acquire an ISBN and product title information.

What if our store does not use ISBN13?
We have implemented ISBN13. If your store is not yet equipped to handle ISBN13, please drop the prefix (978) and use the remaining 10-digit ISBN for your order.

Returns

How do I facilitate a return/refund?
Please be sure to request authorization for your return as outlined in our return policy. If you have a credit memo that you wish to have refunded to you, please send a copy with your instructions by fax 888.806.7220 or mail to our office. Please mark it "Attention: Accounting."

When will credit be issued?
Once our warehouse receives your return, it usually takes about a week for the credit memo to be issued and mailed to you.

What is your return policy?

Time Frame	Within 12 months of invoice date
Quantity	10% of each title
Restocking Fees	None
Authorization	Yes, fax or mail request
Box Labeling	Return Authorization Number and box number (1 of 2, 2 of 2), must be written on outside of boxes
Paperwork Requirements	Packing list and Return Authorization
Unacceptable Returns	Unacceptable returns may be refused or sent back at customer's expense
Obsolete Books	Unauthorized titles will not be sent back and no credit will be given
Shipping	Strong boxes (275 lb test), no packing peanuts or shredded paper

Still Need Help?

Contact our customer service team at 734.455.7900 or send your inquiry by email.