FAQs

COVID-19 Update: Please review the Fall 2020 Remote Services & Supports page for the latest campus store information, process and policy changes. Information in this FAQ is based on regular operations so it's best to review the updates page first.

 

General FAQs

Q: When is the best time to purchase my textbooks?

The best time to get your books is early before used books run out, mid August for the Fall semester and December for the Winter semester.


Q: How do I find out what books I need?

The booklist will be available for many courses by July 31 and you can use the course list builder to check which textbooks are currently available for purchase. If your texts are available, we encourage you to purchase them in advance to beat the fall rush. If you decide to purchase your textbooks early, look out for the “R” for required and “O” for optional on the booklist.  Required texts are mandatory to complete the course and optional books are supplemental, recommended by the instructor.

You can wait until your first class or when you receive the class syllabus to buy your books. Keep in mind that you do not need to wait to purchase all your textbooks at once. Kindly note that used textbooks are in high demand and generally sell out quickly. You may also experience a short delay in downloading eBooks after your credit card is charged. Please allow 24 hours after completing an order before contacting the campus store.

In some cases when using the course list builder, your course may not appear on the booklist in your search results. This is because materials for your course have not yet been selected and it’s best to wait until you receive your course syllabus to find out which materials are required. You can then search the online booklist based on what’s included in the syllabus. You may also receive a “No Materials Required” notice in your search results which means that no texts are required for this course.

The booklist is updated regularly as we get new text requests from faculty so we encourage you to check it frequently. Be sure to review your list of registered courses and the corresponding booklist to ensure that you are buying the right books. Note that different sections of the same class may use different books so it’s important to know your section.


Q: What information should I bring with me when purchasing my textbooks at the Cougars Campus Store?

*Please note that all orders must be placed online at this time as our storefront is currently closed.


Q: How can I pay for my textbooks at the Cougars Campus Store?

*Please note that all orders must be placed online at this time as our storefront is currently closed.


Q: What if I drop a class or accidentally purchase the wrong book for class?

Please follow this link for information on Returns and Exchanges: Fall 2020 Remote Services & Supports page


Q: Can I order my textbooks online?

*Please note that all orders must be placed online at this time as our storefront is currently closed.

Yes, go to our course list builder. You can have your books delivered to your home or you can pick them up using our Contactless Pickup Program. Follow this link to learn more about it.


Q: I am a sponsored student. How do I purchase my books?

In order for sponsored students to order books and supplies online, email campusstore@mtroyal.ca with your name, shipping address (or indicate contactless pickup), student ID number, and a list of which books and supplies are required. We will be happy to assist you!


Q: What if I need to return a book?

Please follow this link for information on Returns and Exchanges: Fall 2020 Remote Services & Supports page

Online order FAQs

Q: When is my card charged?

Your card is charged when your order is ready to be picked up or shipped. If any items are on backorder we will charge you separately for them when they arrive and are ready to ship or be picked up. 


Q: I looked at my credit card account online, and it looks like I was charged twice for the same order. Why is this?

If you find any duplicate or unusual charges from us on your credit card please email us at campusstore@mtroyal.caso we can better assist you.


Q: How long does it take to process an order?

Order fulfillment time varies depending on availability of supplies and quantity of orders. You will receive an email confirmation when your order is ready to ship or be picked up if you selected contactless pickup. If you chose contactless pickup, please follow the pickup instructions included in the confirmation email.

Contactless pickup orders may take up to three business days to process. If you choose to ship your order, please allow up to one week (seven business days) from order date to the order arriving at your doorstep. We anticipate a high volume of orders this fall but we will do our very best to process all orders in a timely manner.


Q: Is my information secure when I make a purchase?

Information gathered during the checkout process is secure and no credit card information is kept in our system. 


Q: I ordered several books but was only charged for some of them. What happened to the missing items?

The missing books are likely on backorder. We will process the items we currently have on hand and only charge your card for those ones. When the missing item(s) arrive the rest of your order will be fulfilled. Your credit card will only be charged once the item(s) are available and ready to ship out or be picked up. This may result in a splitting of your order. 


Q: How do I change my order quantity in the shopping cart?

Make sure that you click on the “Update Cart” button after adjusting the order quantity. 


Q: What are my shipping options?

For standard ground shipping we use either UPS or Canada Post. We are also offering a Contactless Pickup option for the Fall 2020 semester.


Q: What if I am shipping outside Canada?

Flat shipping rates before GST are as follows:

Canada: $10.00 CAD

USA: $14.95 CAD (applicable on all orders)

International: $19.95 CAD (applicable on all orders)


Q: Where is my tracking number?

If your order is being shipped through Canada Post or UPS you will receive an email confirmation with your packages tracking number once your order has shipped. 


Q: What does shipping cost?

All online orders placed by those living in the Calgary area including all surrounding communities within the Cochrane, Airdrie and Okotoks borders will be fulfilled by free contactless pickup or be shipped at a flat rate of $10.00 (regardless of the purchase amount). If you live outside of the Calgary area we will ship your order, with free shipping on orders over $100.

Flat shipping rates before GST are as follows:

Canada: $10.00 CAD

USA: $14.95 CAD (applicable on all orders)

International: $19.95 CAD (applicable on all orders)


Q: When will I know my order is ready?

Order fulfillment time varies depending on availability of supplies and quantity of orders. You will receive an email confirmation upon receipt of your order. Once your order is ready to ship or be picked up you will receive another confirmation email. If you choose contactless pickup, please follow the pickup instructions included in the confirmation email.

During peak periods contactless pickup orders may take up to two business days to process. If you choose to ship your order, please expect up to one week (seven business days) from order date to the order arriving at your doorstep. We anticipate a high volume of orders this fall but we will do our very best to process all orders in a timely manner.


Q: Can I have someone else pick up the order?

Yes, make sure to change the name in the "Ship to" portion to the person who will pick up the order.


Q: The booklist for my course says BRV (Binder ready version) vs HC (hard cover)?

This means the instructor has given you the choice of buying one of these two formats. In most cases, they are slightly different editions, both of which the instructor has deemed acceptable for the course. DO NOT ORDER BOTH OF THEM. BRV is less expensive but cannot be sold back through buyback as we cannot guarantee that all the pages are included.

*Please note that the Buyback program will not be offered for the Winter 2020 semester. 


Q: Do I need to have the order shipped to me or can you hold them for me at the Cougars Campus Store?

Order fulfillment time varies depending on availability of supplies and quantity of orders. You will receive an email confirmation upon receipt of your order. Once your order is ready to ship or be picked up you will receive another confirmation email. If you choose contactless pickup, please follow the pickup instructions included in the confirmation email.


During peak periods contactless pickup orders may take up to two business days to process. If you choose to ship your order, please expect up to one week (seven business days) from order date to the order arriving at your doorstep. We anticipate a high volume of orders this fall but we will do our very best to process all orders in a timely manner.


Q: I chose Contactless Pickup. Where do I get my order?

Please follow this link for information on our Contactless Pickup program: Fall 2020 Remote Services & Supports page.


Q: I just placed my order. When will it be ready?

Order fulfillment time varies depending on availability of supplies and quantity of orders. You will receive an email confirmation upon receipt of your order. Once your order is ready to ship or be picked up you will receive another confirmation email. If you choose contactless pickup, please follow the pickup instructions included in the confirmation email.

During peak periods contactless pickup orders may take up to two business days to process. If you choose to ship your order, please expect up to one week (seven business days) from order date to the order arriving at your doorstep. We anticipate a high volume of orders this fall but we will do our very best to process all orders in a timely manner.  


Q: How do I cancel some or all of the books on my order?

You cannot cancel the order online. You must contact the online order department at onlineorders@mtroyal.ca with your order number.


Q: How do I change my password or email address?

You can change your password or email address on the My Account login page.


Q: Can I use my gift card to purchase books online?

Yes, you can use your gift card online by typing in the gift card number in the Gift card field during the checkout process. We still require a credit card number to process the order in case the balance is less than the purchase price.


Q: If you need to return a book, what can I do?

Please follow this link for information on Returns and Exchanges: Fall 2020 Remote Services & Supports page


Q: I am a sponsored student. Can I order books online and put it on my sponsorship?

In order for sponsored students to order books and supplies online, email campusstore@mtroyal.ca with your name, shipping address, student ID number, and a list of which books and supplies are required. We will be happy to assist you! 


Q: What happens if I allow substitutions? Does this mean I’m going to be getting random books if mine isn’t available?

If you allow substitutions, only new or used copies of the exact book you ordered will be processed. If you do not allow substitutions we cannot guarantee that we will be able to fulfill your order.


Q: I ordered used books and allowed for substitutions. Why was I charged more than what my email notification stated?

When you placed your order you allowed for substitutions. If no used copies were  available when we processed your order we would have substituted it for a new copy. Textbook prices differ for new and used copies so your original quote would be a little less than the new charge. Please refer to the receipt included with your order to find prices and the total charged to your credit card.


Q: I don’t have a credit card, can I use debit?

Unfortunately our system doesn’t accept debit or debit Visa. Only Visa, Mastercard and Cougars Campus Store gift cards are authorized tenders.

 

Textbook FAQs

Q: What is a course pack?

A course pack is created by your professor specifically for your course. It may include book excerpts, journal articles, or course notes. Some out-of-print books are reproduced as course packs. The Cougars Campus Store obtains copyright authorization from the copyright holder to reproduce materials for classroom use. Course packs are printed at the Mount Royal University Digital Print Centre. Course packs are non-returnable.


Q: What if there is no listing for my course?

If your department or course isn’t listed it usually means that we haven’t received a textbook adoption from your instructor. Please note that we receive textbook adoptions up to (and after) the first day of classes. Check back often, speak to your instructor, or contact us and we’ll try to help you out.


Q: How do I use my booklist?

You have two choices to find your course material. One is a personalized booklist using your Student I.D. number and the other is a search for specific course requirements by selecting a term. If you are checking early, you may need to wait until your term is offered.

Select your department, course and section and it will be added to your list. When you are done adding courses, click “Choose Books”. At this point, you can choose to print or save your list. Then bring the list with you to the Cougars Campus Store, or simply select the materials you want and order them online. If you see multiple listings for the same text it probably means that your professor has approved the use of multiple formats of the same book. Simply decide which format you wish to buy.


Q: What is the difference between a required and optional textbook?

A required textbook is a book your professor has chosen which contains necessary readings and materials for successful completion of the course. An optional book is supplemental material chosen to assist in your studies, however is not mandatory for the course. These can include study guides or bar charts.


Q: How do I find my textbooks in the Cougars Campus Store?

Textbooks are arranged alphabetically by department and then numerically by course number. There are signs hanging from the ceiling and posted at the end of the units to help you.


Q: What if the shelf is empty?

If it is before classes start, chances are the material has not yet arrived. You can order online and your order will be filled when the book arrives or check back again to see if it has arrived. If classes have started, please check at the text information counter. We can order an additional copy for you, depending on how far we are into the semester. You may be required to prepay for the material.


Q. If I need to return a book, what can I do?

You may return your textbooks with the original receipt and original method of payment for a refund by the add/drop date of each semester. There are some items that are non-refundable.


Q. How do I find the books I need for my classes?

You can view a custom booklist on our course list builder.


eBook FAQs

Note: Not all eBooks are permanently yours – some of them are accessible for 180 days or 360 days. Think of them as a rental book.


Q: What is an eBook?

An eBook is the digital equivalent of a printed book which can be viewed online 24 hours a day, 7 days a week. Some eBooks will require WiFi to be accessed.


Q: Why would I buy an eBook?

  • Save up to 50%.
  • They are environmentally friendly.
  • You can easily have all your books all in one place.

Q: What if I am having problems with my eBook?

Please go to campusebookstore.com for support. There are FAQs and support videos, as well as being able to start a new support ticket if needed.


Q: I’m trying to redeem my code. How do I do that?

Once your order is submitted you will receive an email from us within 24 hours that contains a redemption code. The subject line will provide your order number and say Status Update. The Status Update email shows the eBook title, and will say ready for download with the following link: https://bookstore.mtroyal.ca/t-redeem.aspx and redemption code. Enter that redemption code on the link provided and your email. After this is completed, you will receive an email with instructions on how to access the eBook through the publisher's website.

Q: How do I find eBooks in the Cougars Campus Store?

eBooks are identified by a blue and white card located on the shelves with the printed textbook.


Q: Do I have to pay for eBooks?

Yes, the prices are listed on the Course shelf tags. On average, you’ll be saving 50% off the new book price.


Q: Can I access eBooks off campus?

Yes.


Q: Can I return my eBook?

Yes, but only if you have not accessed it.


Q: What if I delete my eBook?

Visit campusebookstore.com for assistance.


Q: How long do I have access to an eBook? Is there a time limit on reading eBooks?

Restrictions, if any, will be detailed on the purchase card. Generally the minimum is 180 days, maximum 360 days. Some publishers place printing and time restrictions on their eBooks.


Q: Can I print or copy text from an eBook?

If the publisher has enabled printing, then yes, you can print pages from your eBook.


Q: Are eBooks accessible to people with disabilities?

If the publisher has enabled the “Read out Loud” feature, the eBook can be read by your computer. eReaders allow you to “zoom in” on text to increase its size.


iClicker FAQs

Some courses offered at Mount Royal University require the use of a classroom responder system. Known as the iclicker, this hand held device can be purchased at the Cougars Campus Store.


Q: What is the iclicker used for?

You use it to respond to questions posed in class by your Instructor/Professor. Simple instructions on its use are on the back of the iclicker and on the packaging. You should bring the iclicker to class unless otherwise instructed.


Q: Why is an iclicker required for my class?

Using the iclicker to respond to the instructor’s questions helps generate discussion among classmates, gives the instructor a clear sense of how the class is doing and ultimately improves comprehension and learning.


Q: How do I know if I need to buy an iclicker?

Just like your textbooks, your professor will contact the Cougars Campus Store to let us know which courses require an iclicker. It will be listed on our Booklist along with the textbooks you need for each course.


Q: Where do I get it?

The iclicker is available at the Cougars Campus Store at the cash desk.


Q: I placed an order online; will the iclicker be included in my order?

You must specify that you want to have the iclicker included in your online order.


Q: How much is it?

Please check the website under ordering your textbooks.


Q: What if I bought an iclicker and I don’t need it for my class?

Iclickers can be returned, provided the package is unopened and accompanied by a receipt, by the add/drop date of that semester.


Q: Will you buy back the iclicker?

No.


Q: What happens if it doesn’t work?

Please contact iclicker.com for technical support.


Q: If an iclicker is required for more than one of my classes, do I need to buy more than one?

No


Q: What is the iclicker app, Reef?

Students may purchase a REEF code. This code is an app that can be accessed via smart phones. Some Professors do not allow the use of this app so please check with your professor before purchasing.


BuybackFAQs

Please note that we will not be offering Buyback until further notice.


Clothing FAQs

Q: How do I know what size to purchase?

If you are having any issues please contact us at campusstore@mtroyal.ca so you may assist you with finding the correct size.


Q: Can I return an item?

Please follow this link for information on Returns and Exchanges: Fall 2020 Remote Services & Supports page


Q: When can I purchase a Majors hoodie?

The Majors Hoodie program is undergoing some "Major" changes. Please check back soon for updates. 


Q: Can my campus club or student society order custom clothing?

Please contact us at campusstore@mtroyal.ca so we may assist you with your custom orders. 

Gift card FAQs

They make an ideal gift for any student. They can be purchased through our online store and can be used for shopping online.

The amounts can be a minimum of $5.00 to a maximum of $500.00


Q: Do gift cards have an expiry date?

No


Q: Where can I purchase a gift card?

They can be purchased online.


Q: Where can I redeem a gift card?

They can be redeemed online.


Q: Can I return a gift card?

Unfortunately the Cougars Campus Store does not accept any returns or exchanges on gift cards.


Q: Do gifts cards have a cash value?

No, gift cards themselves do not have a cash value.


Q: How do I check my card balance?

You can contact us at campusstore@mtroyal.ca so we may assist you with this.


Q: What if my card is damaged, lost or stolen?

If your card has been lost or stolen, we cannot replace the lost or stolen card as your name is not attached with the card number and there isn’t a way to track it down.. Damaged cards can be still used as long as you have them as we can enter the number manually into the system.


Q: Can I order a gift card online and ship it to a student?

Yes, with the value you choose.


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