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Selling Custom

NACS Product Education
"Making Custom Course Materials Easily Attainable for Faculty"
Recorded March 5, 2015

vimeo webinar

 

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: 1-888-462-6651 (toll free)
Fax: 1-888-806-7220
Email: orders@hmpublishing.com
Mail: 14903 Pilot Drive, Plymouth, MI 48170

How do I check on the status of my order?
Contact customer service at 1-888-462-6651 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 1-888-462-6651 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. For further assistant please call us at 1-888-462-6651 or email us.

What methods of payment do you accept?
We accept major credit cards (Visa, Mastercard and American Express) and checks made payable to Hayden-McNeil, LLC.

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 1-888-462-6651 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 1-888-462-6651 or email us.

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. For further assistance, please call 1-888-462-6651 or email us.

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. For further assistance, please call us at 1-888-462-6651 or email us.

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. For assistance, please call 1-888-462-6651 or email us.

 

Product Information

How do I find out a title's ISBN?
You can find a list of all your active custom ISBN’s on your Bookstore Portal.  If you need to obtain access to our portal please call 888-462-6651 or email us.  We can also provide ISBN information over the phone.

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." For further assistance, you can email 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.


Still Need Help?

Contact our customer service team at 1-888-462-6651 or send your inquiry by email.