FAQ - Frequently Asked Questions
- Placing An Order
- Logging Into Your Account
- Protecting Your Information
- Payment Options
- Shipping/Tracking Orders
- Returns
- Buyback
- eContent - eBooks
- Renting Course Materials
- Contact Information/Hours of Operation
- Disclaimer
Placing An Order
- What information do I need to place an order?
- When may I place an order?
- What is the difference between Required, Required but may have been previously purchased, and Optional books?
- What is a web password and do I need it for my course work?
- Why are Used books not always available?
- Are your Used books in good condition?
- Can I order books that are not listed for my course?
- Why does my cart expire?
Logging Into Your Account
- How do I create an account/register?
- What do I do if i forget my password?
- How do I change my account information or password?
Protecting Your Information
- What is your privacy policy?
- Why do you need my email address/contact information?
- Do you sell or share my personal information?
- What security measures do you take to protect my information?
Payment Options
- What payments options do I have?
- Can I use PayPal™ to pay for my textbook order?
Shipping/Tracking Orders
- How long will it take for my order to ship after I've placed it?
- How long will it take to receive my order once it's shipped?
- Will the UPS driver leave my shipment at my door?
- Where will my package be left if I live in an apartment or condominium?
- Do you have expedited shipping options?
- What happens in cases of severe weather? Will I get my package during the guaranteed delivery timeframe?
- How will I receive any eContent, eBooks, or eChapters?
- How do I ship a package to an APO/FPO address or a P.O. Box?
- What is the transit time for Priority Mail packages?
- Is Priority Mail recommended service and can I track my package?
- Can I ship a package to a prison?
- Can I have a package shipped to me if I live outside the continental United States?
- How do I track my order?
- Can I cancel my order for a refund?
- What is the UPS SurePost shipping option?
- What is the UPS Mail Innovations shipping option?
Returns
- What is your return policy?
- What address do I use to return my shipment?
- How long do I have to return my order?
- What if I'm past the return period?
- What is the return policy for eContent, eBooks, or eChapters?
- How will I be credited for my return?
- How long does it take to receive credit for my return?
Buyback
- What is buyback?
- How do I sell my books back?
- What is PayPal™ and how can I use it in the Virtual Bookstore?
- I tried to select PayPal™ as a payment option but now it wont let me?
- What is your Customer Loyalty Program?
- How do I know what is covered by Guaranteed Buyback?
- Will you accept my books in any condition?
- Do you buy back Course Manuals?
- What happens if I send materials with no buyback value?
- I have a few extra books that are not on my buyback quote. Can I send them to you in case you need or want them?
- Do I need to send you the original CD, passcode, access code, curriculum card or study guide that came with my textbook?
- My buyback quote includes the package I ordered and one of the items contained in the package is listed separately. Will I receive payment for each item?
- How do you determine buyback values?
- What is the 'Value Expires' date?
- What is an ISBN number?
- Where do I find a book's ISBN number?
- What if I can't find the ISBN number?
- How do I pack my books for shipping?
- What paperwork do I need to include in my package?
- Do I have to pay for shipping?
- Can I use a shipping method other than a pre-paid label?
- When will I receive my check?
- I am a Used Textbook Dealer and have a large number of books to sell on a frequent basis. Can I sell them to you through your Buyback Program?
eContent - eBooks
- How do eBooks/digital textbooks work?
- Can I use eBooks on my computer?
- What software do I need to use eBooks?
- What kind of Internet connection do I need to download and use eBooks?
- How long do eBooks last? Do they expire?
- Can I print from my eBooks?
- Can I share my eBooks?
- Can I return an eBook?
- What if I drop the class?
- Do eBooks include the CD's, DVD's and/or an access code that the print version of the book includes?
Renting Course Materials
- Getting Started
- Checkout Process
- Placed Orders
- Using Books
- End of Rental Period
- Miscellaneous
- Rental Status Descriptions
Contact Information/Hours of Operation
- How do I contact Customer Service?
- What are your hours of operation?
- Are you closed for national holidays?
Placing An Order
What information do I need to place an order?
You will need:
- Name of your school
- Location, program, term, and discipline or grade level
- Course number(s) or course number(s)
- Start date of the course(s)
When may I place my order?
Typically courses are listed 3-4 weeks prior to the start date of class. If you are unable to locate your course(s) within 2 weeks of the start date, please contact your school for more information.
What is the difference between Required, Required but may have been previously purchased, and Optional books?
- Required materials are those which your school or instructor has indicated that you will need for your course work.
- Required, but may have been previously purchased materials are required for the course, but were also required for a course that you may have previously taken. If you have already purchased the materials for another course, there will be no need to purchase a duplicate copy.
- Optional materials may be helpful to your course work, but are not required by your instructor or school. Optional items are not automatically selected to be ordered for you. If you would like to purchase an optional item, you will need to select a New or Used (if available) copy.
What is a web password and do I need it for my course work?
Web passwords allow access to publishers' websites where additional information or materials reside regarding the subject matter of your text. Such material may include chapter reviews, quizzes and study aids.
- Web passwords are normally packaged with a textbook and are printed on a small piece of paper either inside the text, or stuck to the outside of the text under the shrink wrap.
- Web passwords accompany New texts only. Used copies will not have a valid web password.
- A web password may or may not be required for your course, depending upon your instructors preference. If you are unsure whether or not a web password is required for your course you may want to contact your school or instructor before ordering.
Why are Used books not always available?
We offer Used books whenever possible. If a Used book is currently in stock, it will appear on your screen. We obtain Used books through our buyback program provided by MBS Service Company, Inc (MBS). If you have books that you would like to sell, and want to check the current buyback value, please click on the Sell Your Books button located on the main menu of your Virtual Bookstore.
Are your Used books in good condition?
Used books range in quality from a pristine book owned only once before by a student who treated it with care, to a book that has been owned by several students and is comfortably worn with creased pages and highlighting. A used book might have any of the following characteristics:
- Notes written in the margins
- Highlighting from a little to a lot
- Typical wear and tear
- Rounded corners
- Scrapes and scratches
- Faded cover art
- Creased pages
- Publisher Cut Corners
Rest assured that MBS Direct has quality assurance standards in place. A used book purchased from us will NOT have:
- Stains or water damage
- Missing, torn or loose pages
- Missing, torn or loose cover
- Excessive writing or marking
- Excessive writing on the edges
- A broken spine
- Torn or damaged binding
Books that come to MBS in such condition are rejected from MBS Service Company's buyback program and either discarded or sent back to the last owner.
Can I order books that are not listed for my course?
You can order any texts or materials not listed for your course(s) by visiting studytactics.com. Orders placed through this site cannot be combined with any order you place for your courses on the Virtual Bookstore.
Why does my cart expire?
We can only ensure your requested inventory for a short period of time. We can recreate your shopping cart to the best of our ability, but you may not receive used books or the same Guaranteed Buyback price due to fluctuating inventory. We appreciate your business, and if you have questions, please call 1-800-325-3252 or email VB@mbsDirect.net.
Logging Into Your Account
How do I create an account/register?
In order to buy or sell a book, you need to have a registered account with us. Having an account will enable you to place orders quickly and easily while allowing you to track your orders online. Additionally, it will allow us to inform you if any of the books you bought from us has any buyback value. Your email address and password are the keys to your account. To protect your security, they must be entered before any account specific information can be accessed like billing, shipping address or order history.
Buyback services are provided by MBS Service Company, Inc (MBS).
You can register to create your account either at Checkout or in advance. Here's how:
When you are checking out, you will be prompted to enter your name, email address, and a password. We also request some additional information, like your levels of study to help us better meet your needs.
For future visits, or if you've left your computer for a while, we will ask you to sign in with your email address and password before you check out. This protects your personal information.
We save your billing and shipping address in your protected account so future purchases will be even quicker.
What do I do if I forgot my password?
If you have forgotten your password and are prompted for one, simply click on the Forgot Your Password? link and your password will be emailed to the address we have on file.
If you continue having difficulty, please email our Customer Service Department at VB@MBSbooks.com.
How do I change my account information or password?
Once you have logged into your account, you will have the ability to change your address and contact information. Follow the instructions on the screen and then click on Update my Information.
Protecting Your Information
What is your privacy policy?
It is MBS Direct's policy to respect the privacy of its Users and of personal electronic communication. MBS Direct will not sell, trade, or rent a User's email address or other specific personal information (e.g., name, address) for marketing purposes without the User's consent. If we decide to change this policy, we will post those changes on this page. MBS Direct reserves the right to modify or amend this policy at any time by posting the revised privacy policy on our site. The changes will only affect the information we collect after the effective date of the change to our privacy policy, unless we clearly express otherwise.
Why do you need my email address/contact information?
Your contact information is used to provide you with order confirmation/tracking information, any textbook promotions that apply to your course work and buyback quotes.
Buyback services are provided by MBS Service Company, Inc (MBS).
Do you sell or share my personal information?
Absolutely not. MBS Direct takes your personal privacy very seriously and your information will not be sold or provided to any third party.
What security measures do you take to protect my information?
We take security very seriously. All of your ordering information - including your name, address, and credit card number - is encrypted using a secure server for maximum security. We take every precaution to protect the privacy of your credit card information through the use of the 128 bit Secure Socket Layers (SSL). The 128 bit SSL is the most advanced security system available. We use this SSL technology to prevent such information from being intercepted and read as it is transmitted over the Internet. In the unlikely event that your credit card number is fraudulently misused, most banks either cover all the charges that result from the unauthorized use or may limit your liability to just $50. Please Note: You must notify your credit card provider of any unauthorized use. Please consult your credit card provider for specific information. Secure connections are noted by URLs beginning with "https://" as well as various browser specific icons, shown below:
| Browser | Symbol Locations | Unsecured Mode | Secure Mode |
|---|---|---|---|
| Netscape 1.2-3.0 | Lower Left | |
|
| Netscape 4.0+ | Lower Left | |
|
| Microsoft IE 4.0+ | Lower Left | None | |
Password Security
To further secure your information, we require you to create a customer password when you establish an account with us. We encourage you to use a password that is not easily guessed (i.e., don't use your name or street name). Keep your password secret; do not share it with anyone. The only way you can place an order with us online is by entering both your registered email address and password. If you forget your password, you can request the password to be sent to the email address under which your MBS Direct account is assigned. If you want to change your password simply click on My Account and go to Update Log In Password and follow the instructions for changing passwords.
Remember To Sign Out
To further prevent unauthorized access to your account, remember that after you sign in, you should sign out once you have (a) completed your transaction, (b) completed managing your account, or (c) decided to step away from your computer. Anyone who accesses your computer after you have signed in and before you have signed out, can access your account.
Safe Shopping Guarantee
Under federal law, a credit card issuer cannot make you liable for charges in excess of $50.00 that result from the unauthorized use of your credit card. There are similar federal laws that relate to check cashing cards. Exceptions do apply, and you will have to comply with the rules of your credit card or check cashing card issuer, so please contact your card issuer for further details.
Other Payment Options
If you do not feel comfortable sending your credit card information to us over the Internet, you still can shop with us. We welcome you to call us to complete your purchase by phone at 800-325-3252 or Internationally at 573-441-9179.
Changes To Security
MBS Direct reserves the right to modify or amend this policy at any time by posting the revised security policy on our site. The changes will only affect the information we collect after the effective date of the change to our security policy, unless we clearly express otherwise.
Payment Options
What payment options do I have?
- We accept Visa, MasterCard, American Express and Discover credit cards. We also accept Visa and MasterCard Debit cards.
- You may also pay with a check or money order. Call us at 800-325-3252 to request a price quote. Our Customer Care Representative will email you a copy of the quote. Print it out and mail it with your check or money order to:
MBS Direct
2805 Falling Leaf Lane
Columbia, MO 65201
Please Note: Mail in orders take additional time to process. We do not accept checks from outside the United States.
- Your school may participate in a financial aid/book voucher program with MBS Direct. If so, your school will provide you with a voucher id and number to use to place an order using financial aid as payment. If you are unsure as to whether your school participates in this program, please see your Financial Aid department.
Can I use PayPal™ to pay for my textbook order?
At this time, MBS Direct does not accept payment from PayPal™ accounts when you purchase textbooks. PayPal™ is only available as a method of receiving funds from MBS when selling back your textbooks to us online. Please note: Buyback services provided by MBS Service Company, Inc (MBS).
Shipping / Tracking Orders
How long will it take for my order to ship after I've placed it?
Orders are shipped within 24 hours, Monday Friday (excluding holidays). You will receive an order confirmation email when your shipment has left our facility in Columbia, MO. The email will include a tracking number (UPS shipments only).
Orders placed after 12pm CST/CDT on Fridays will ship the following Monday.
How long will it take for me to receive my order once it's shipped?
UPS SurePost
- SurePost shipments' delivery dates are estimates. On average, it takes 3-10 business days (Monday-Friday, excluding holidays).
UPS
- UPS Ground shipment delivery date is an estimate. Transit time is not guaranteed but is approximately 2-7 business days (Monday-Friday, excluding holidays).
- UPS 2nd Day and Next Day Air orders, placed before 12 pm CST/CDT (Monday-Friday excluding holidays), will be shipped on the same day your order is placed. Orders placed after 12 pm CST/CDT may not ship until the next business day. UPS Air shipment transit times are guaranteed.
- UPS Saturday Delivery is available in select locations. This shipping option is only available after 12pm Thursdays and before 12pm Fridays CST/CDT.
UPS packages may require signature at time of delivery, dependent on the discretion of the UPS driver.
All UPS services, other than Saturday Delivery, are delivered during business days (Monday-Friday, excluding holidays) only.
For more information on standard delivery times in your area, please contact UPS at (800)742-5877.
USPS Priority Mail
Priority mail is only recommended for APO/FPO and PO Box addresses. Priority Mail is a non-traceable service and does not have a guaranteed delivery time.
International Shipping
Your order will be processed and shipped within 48 hours (Monday-Friday excluding holidays) following receipt of your order.
UPS is the preferred carrier for International shipments. All UPS International shipments can be tracked.
Please Note: Customs duties, taxes, and/or other fees may be additional.
An additional shipping charge will be levied for each back-ordered item.
eContent Delivery
eContent is delivered to the email address associated with your account. For Security reasons, we cannot deliver the eContent to any other email address.
If your email address has changed or is incorrect, you may update it by logging into your account on the Virtual Bookstore. Please Note: Changing your email address will change your user name for the Virtual Bookstore and Studytactics.
Will the UPS driver leave my shipment at my door?
UPS packages may require a signature at the time of delivery, it is at the discretion of the UPS driver. If you will not be home at the estimated time of delivery, please leave a note with your signature requesting the package to be left.
Where will my package be left if I live in an apartment or condominium?
If you will not be home at the estimated time of delivery, please leave a note with your signature requesting the package to be left at the apartment office, if applicable. If you do not have an apartment office, you may have to make arrangements with UPS to retrieve the package from the local UPS hub.
Do you have expedited shipping options?
UPS 2nd Day and Next Day Air options are available in most locations and are both traceable and guaranteed during business days (Monday-Friday, excluding holidays). UPS Saturday Delivery is available in select locations. This shipping option is only available after 12pm Thursdays and before 12pm Fridays CST/CDT.
What happens in cases of severe weather? Will I get my package during the guaranteed delivery timeframe?
MBS Direct and UPS do not guarantee delivery times during cases of severe weather. Your package will be delivered as soon as travel is safe.
How will I receive any eContent, eBooks, or eChapters?
All eContent is delivered to the email address associated with your account. For security reasons, we cannot deliver eContent to any other email address. If you have mis-entered your email address, or it has been changed, please log into your account and update the email address. Please Note: Changing your email address will change your user name for the Virtual Bookstore and StudyTactics.
How do I ship a package to an APO/FPO address or a P.O. Box?
USPS Priority Mail is the only option available to ship to an APO/FPO address. Priority Mail is non-traceable and transit times are not guaranteed.
UPS SurePost or USPS Priority Mail are available options to ship to a P.O. Box.
What is the transit time for Priority Mail packages?
Priority Mail typically takes 3-7 business days for domestic shipments, including P.O. Boxes. For APO/FPO, transit time can be up to 3-4 weeks. Mail is non-traceable and transit times are not guaranteed.
Is Priority Mail a recommended service and can I track my package?
Priority Mail is non-traceable and therefore not a recommended service. If possible, we recommend using UPS to ship orders.
Can I ship a package to a prison?
Yes, but please read the information below before placing your order.
- Most prisons have strict regulations regarding what can be delivered to inmates. Please contact the facility if you are unsure as to whether they will accept the materials you will be ordering.
- The shipping address needs to have the complete inmate's name and ID number. For example: John Smith #34749204.
- Many facilities will only accept packages shipped by the US Postal Service, which allows you to select SurePost as your shipping method. If you would like to have your order shipped by UPS, please confirm with the facility that UPS shipments are accepted.
- Shipping costs are non-refundable if a prison refuses a package and it is returned to MBS Direct. In the event a package is returned, a credit will be issued to the original method of payment for the cost of the materials only. Shipping costs are non-refundable.
Buyback services are provided by MBS Service Company, Inc (MBS).
Can I have a package shipped to me if I live outside the continental United States?
MBS Direct ships packages daily to locations all over the world. UPS is the preferred carrier for International shipments. UPS shipments can be tracked and are guaranteed.
Please Note:
- Customs duties, taxes and/or other fees may be additional.
- An additional shipping charge will be levied for each back-ordered item.
Priority Mail may be offered as a shipping option for U.S. protectorates such as:
- Guam
- Marshall Islands
- Northern Mariana Islands (Saipan and Timian)
- Puerto Rico
- U.S. Virgin Islands
Please Note: Priority Mail is a non-traceable service and does not have guaranteed delivery times.
How do I track my order?
Once your order has been successfully submitted, you will receive 2 separate emails. The first email will confirm your order. The second email will confirm shipment of your order and will contain a tracking number if SurePost or UPS service was selected. With your tracking number, you will be able to follow the progress of your shipment by visiting www.ups.com.
You may also track your order by selecting "Track Orders" from the main page of your Virtual Bookstore. Once you have accessed your account, you will see a list of all orders you have placed. If the order has been shipped using SurePost or a UPS service, click on the tracking number to follow the progress of your package.
Priority mail is a non-traceable service and transit times are not guaranteed.
Can I cancel my order for a refund?
- Once an order has been finalized, no changes or cancellations can be made. You may return your order for a refund within 2 weeks from the time you receive it or 2 weeks after the start date of your class, whichever is later.
- Return instructions can be found on the back of your invoice/packing slip.
- Return shipping costs are non-refundable.
What is UPS Surepost shipping option?
SurePost is an alternative US domestic shipping option. UPS transports your shipment from MBS to your local United States Post Office. The final delivery is made by the United States Postal Service. This service is trackable and takes approximately 3-10 business days for delivery.
What is UPS Mail Innovations shipping option?
UPS Mail Innovations works with the international destination's local postal service, providing the pick-up, processing, and interim transportation of mail. Final delivery is made by the destination's local postal service.
Tracking is not available on this shipping method at this time.
Any applicable customs, duties and fees will be collected at the time of delivery for all International shipments as required by the destination country.
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