Customer Service and Return Policies

Updated August 26, 2020 

 

COVID-19 UPDATE: Visit our Fall 2020 Remote Services and Supports page for the latest information and instructions for contactless pickup and 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, Cougars Campus Store gift cards.

 

Cancellation Policy - Online Orders

 

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. Note that the deadline to return textbooks for Fall 2020 has been extended to Oct. 2.

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 same card as 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 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 campusstore@mtroyal.ca regarding eBook returns.

 

General Merchandise 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 campusstore@mtroyal.ca for more information.

 

Please send packages to:

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

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