Customer service and return policies

Updated June 21, 2021

 

COVID-19 update

Visit our Remote Services & Supports page for the latest information about in-person shopping, on-campus pickup, returns, shipping, order fulfillment, OneCard, textbooks, printing, U-Pass and sponsored student information.

 

Ordering by phone

We are no longer taking orders and payments over the phone. All orders are processed online at this time. 

 

Payment options

The online store accepts Visa, MasterCard, VisaDebit, MasterCard Debit, and Cougars Campus Store gift cards. Debit is only accepted in store.

 

Cancellation policy - online orders

If you need to cancel your order, please email us at campusstore@mtroyal.ca within 8 business hours. 

 

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 return policy. Be sure to check the key dates for deadlines.

Returns must be:

  • Shipped back with the original receipt or online order invoice. No exceptions. Please keep a copy for your records.
  • You will be refunded on the card used for the original purchase.
  • Textbooks must be in mint condition and still in their original unopened shrink-wrap. Used textbooks must be returned in good condition.

We cannot accept returns for the following items:

  • Course packs (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 campusstore@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

We appreciate your understanding and apologize for any inconvenience! 

 

Continuing education textbook return policy

  • Mint condition textbooks may be returned until June 16th, 2021. Returns will not be accepted after June 16th.
  • Students making a return by mail need to email campu
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