Customer service and return policies

Updated December 16, 2021


COVID-19 updates

Visit our Remote services & supports page for the latest information about in-store shopping and on campus pick up.


Ordering by phone

We are no longer taking orders and payments over the phone. All orders are now processed online. 


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 and it is still processing, please use the website chat or email so we can assist you with the cancellation. Once orders are ready for pick up, they cannot be cancelled. You will need to pick up your order and return it in-store. eBook orders cannot be cancelled, and returns must be processed in-store. Please see our return policies below for more information.


Abandoned order policy

Abandoned orders will be forfeited, and WILL NOT be refunded. Orders must be picked up within 3 months of the order being marked ready for pick up, or they will be considered abandoned. Textbooks are final sale after the add/drop date for the semester, regardless of whether or not they have been picked up. Non-textbook items, such as clothing, stationery, and gift items, are considered FINAL SALE 7 days after your order is ready for pick up.


General book return policy

Books which are not for a course have a return policy of 7 days. Books which are marked as final sale or clearance are considered final sale at the time of purchase.


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. The deadline for textbook returns each semester is the add/drop date for the semester. 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 use the chat or email for 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 the add/drop date each semester. Returns will not be accepted after the add/drop date.
  • Students making a return by mail need to email by the add/drop date with proof of shipment to confirm the return.
  • A Campus Store Representative will then contact you once the return has arrived in order to process the return.
  • Please note that the cost of return shipping is the responsibility of the buyer.
  • Some exceptions apply for items arriving damaged or for incorrect orders.
  • Please use the chat for questions or requests regarding eBook returns.


General merchandise return policy

Most non-textbook items purchased in-store can be returned for a full refund within 7 days from the date of purchase, if accompanied by original receipt and in mint condition. Students making a return by mail need to email within the refund time period with proof of shipment to confirm the return.

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 using the website chat for more information.


Please send packages to:

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