Customer Service

Signing in to Your Account

How do I create an account?

In order to buy 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. 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.

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 pubShopCustomerservice@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.

Top

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.

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 - often a padlock - shown in the lower left or right corners, or in the browser's address bar.

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.

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.

Top

Payment Options

What payment options do I have?

We accept Visa, MasterCard, American Express, Discover and Diners Club credit cards. We also accept Visa and MasterCard Debit cards.

Top

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 (domestic 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
  • 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 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.

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.

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 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 or P.O. Box. Priority Mail is non-traceable and transit times are not guaranteed.

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. 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.

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.

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.

Can I use a shipper account to pay for shipping?

MBS Direct only accepts shipper account numbers from UPS. When using a shipper account number, please allow 48 hours (Monday – Friday, excluding holidays) for processing and shipment. The option to use your shipper account number is located on the bottom of the payment page, below the credit card information.

How do I track my order?

Once your order has been successfully submitted, you will receive two 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 UPS service was selected. With your tracking number, you will be able to follow the progress of your shipment by visiting http://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 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.

Top

Returns

What is your return policy?

  • Course materials must be returned within two weeks after class start date or within two weeks of date received, whichever is later.
  • New course material must be returned in new, unopened condition in order to receive a full refund.
  • All components of a packaged item must come back together, unopened, and in the original shrink wrap to receive credit.
  • Loose leaf items must be in the original shrink-wrap.
  • CDs, diskettes, Info Trac pass codes (Internet pass codes included with your textbook) and software included with a book or sold alone must be intact, in the original packaging or it will be non-refundable.
  • All components of an item must come back in the same shipment to receive credit.
  • Books damaged in shipping may not be eligible for full refund.
  • Electronic content like access key codes, eBooks, etc. are non-refundable.
  • Shipping costs are non-refundable.
Shipping & Packing Guidelines For Returns
  • Circle the course material being returned on the front of the invoice/packing slip and return this form with the merchandise. Keep a copy for yourself.
  • Ship the course material UPS Ground (keep your tracking number) or insured mail. Postage on returns is not refundable; only the item cost is refundable.
  • Pack the textbooks in a strong, sturdy box suitable for shipping. Fill the empty spaces with clean filler. If newspaper is used as the filler, be aware that printer's ink may degrade the condition of New textbooks to a Used condition.
  • Tape the box securely using appropriate shipping tape. Securely attach the address label to the top of the box. Make sure there is only one label on the box you are using.
Terms of Refund

Credit will be issued in the same manner the payment was originally made. Allow two weeks for processing time.

Any course materials received outside of the returns time period will be processed as a buyback. If processed as a buyback, you will receive current buyback value. If there is no value on the item, you will receive notification in the form of a letter or email. You have one week from that notification to request the no value material to be returned to you. A replacement copy will be shipped at your expense. You may not receive the same copy you returned.

Shipping costs are non-refundable.

eContent

Electronic content like access key codes, eBooks, eChapters, etc. are non-refundable.

What address do I use to return my shipment?

MBS Direct Returns
(Insert your Order Number here)
2711 West Ash St
Columbia , MO 65203

How long do I have to return my order?

Course materials must be returned within two weeks after class start date or within two weeks of date received, whichever is later.

What is the return policy for eContent, eBooks or eChapters?

Electronic content is non-refundable if downloaded. If you have not downloaded the item and are within the 2 week returns period, please contact our customer service department at pubShopCustomerservice@mbsbooks.com or 877.713.6696. International phone number is 573.441.6791.

How will I be credited for my return?

Credit will be issued in the same manner the payment was originally made. Allow 2 weeks for processing time.

Any course materials received outside of the returns time period will be processed as a buyback. If processed as a buyback, you will receive current buyback value. If there is no value on the item, you will receive notification in the form of a letter or email. You have one week from that notification to request the no value material to be returned to you. A replacement copy will be shipped at your expense. You may not receive the same copy you returned.

How long will it take to receive credit for my returns?

Please allow up to 2 weeks for processing once the return shipment has been received.

Top

Contact Us

How do I contact Customer Service?

You may contact us via email at pubShopCustomerservice@mbsbooks.com or by phone at 877.713.6691. International Customers, please use 573.441.6791.

What are your hours of operation?

Customer Service hours of operation are 24 hours a day, 7 days a week.

Are you closed for national holidays?

MBS Direct observes the following holidays:

  • New Years Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Christmas Day
Top