Customer Service

Updated April 14, 2020

In Store Pick-Up

  • Until further notice the Cougars Campus Store will not be offering in-person sales or pick-ups.

 

Ordering By Phone

  • We are no longer taking orders and payments over the phone.

 

Ordering Online

  • Submit your orders online securely to us via this website.
  • On average, orders are processed and shipped within 1-3 business days.
  • Once the order has shipped you will receive an email notification with tracking information.

 

Payment Options

  • The online store accepts Visa, Mastercard, Cougars Campus Store gift cards.
  • Sponsored students please email bookstore@mtroyal.ca with your order.

 

Cancellation Policies - Online Orders

 

Shipping Fees

  • To a Canadian address (free of charge)
  • To a US address ($9.95 CAD).
  • To an international address ($14.95 CAD).

 

Returns

Textbook and Course Materials Return Policy:

We understand that sometimes you need to return a textbook. To avoid disappointment, we want to make you aware of our returns policy.

Returns must be:

  • Shipped back with the original receipt or online order invoice. No exceptions. Keep a copy for your records.
  • Refunded on the same card as original purchase.
  • In mint condition and still in their original unopened shrink-wrap. Used textbooks must be returned in good condition.
  • Before the add/drop deadline. All textbooks purchased after the add/drop date are final sale.

 

Spring 2020 Add/Drop Date - May 7, 2020

Sorry, but we cannot accept returns for the following items:

  • Coursepacks (unless proof of dropped class is provided).
  • Opened shrink-wrapped packages.
  • Digital materials and most eBooks. (eBooks refunds are determined by their distributor. Please email bookstore@mtroyal.ca with questions about specific eBooks.)
  • Opened and/or redeemed access codes.
  • Lab coats, scrubs, goggles, and stethoscopes.
  • Nursing kits.
  • Calculators (we will replace defective calculators up to one month from purchase date if accompanied by original receipt. After one month, customers are responsible for contacting the manufacturer for repairs or replacements).
  • Dictionaries and thesauruses.
  • Special order books and materials.

 

Continuing Education Textbook Return Policy:

  • Mint-condition textbooks may be returned within 14 days of delivery date.
  • Return shipping date must be before the start of the first class, or within 7 days of purchase if delivered less than 7 days before class starts.
  • Please email bookstore@mtroyal.ca regarding eBook returns.

 

General Items Return Policy:

Most non-textbook items can be returned for a full refund within 14 days of delivery date, if accompanied by original receipt and in mint condition.

Refunds will not be given for the following items:

  • Clothing that has been worn, soiled, damaged, stained, or put through the wash.
  • Clothing with tags removed.
  • Sale items.
  • Sealed merchandise that has been opened.
  • Gift cards.
  • Headphones, charging cables, and USB sticks.
  • Socks, hats, toques, scarves, earrings, and/or headphones/earbuds.

 

Defective Products:

  • Customers are responsible for checking the condition of their items at the time of delivery.
  • Defective products will be assessed on a per item basis. Please contact us at bookstore@mtroyal.ca for more information.

 

Return Procedures:

  • Please contact us at bookstore@mtroyal.ca before shipping your returns.
  • Package item(s) securely in a padded envelope or box to prevent damage in shipping. Include your original sales receipt (keep a copy for your records) and a brief note explaining why you are returning the materials.
  • The return date will be considered the day package is shipped, not the date of arrival at the Cougars Campus Store.
  • Return shipping is the responsibility of the customer. The Cougars Campus Store is not responsible for goods lost or damaged in shipping.
  • Once the return shipment has been received Campus Store staff will assess the item’s condition and return eligibility.

 

Please send packages to:

Mount Royal University
Attn: Cougars Campus Store
4825 Mount Royal Gate SW
Calgary, AB T3E 6K6

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