FAQs

Account Management

How do I access my account if I forgot my password? add_circle_outline

Click the "Sign In" link and then click on "Forgot Password" to initiate the reset process. You will be prompted to enter the email address associated with your account. A link will then be sent via email, please click or copy and paste the link into your browser for you to create a new password.

How do I change my password? add_circle_outline

Log in to your account. In the "Account" section, go to the "Account Settings" tab. Enter a new password and your current password, and select "Update Details" to complete the process.

How do I change my account details? add_circle_outline

Log in to your account and in the "My Account" section, go to the "My Details" tab. In "My Profile" you will be able to change information associated with your account.

Which account type should I choose? add_circle_outline

An account type will determine the types of products and pricing you will receive. There are three different account types:

  1. School: Educator customers who are employed at a school.
  2. School Board: Educator customers who are employed at a school board.
  3. Other: Educational customers who have an account with Nelson who are not a school or school board.

If you work as you are an association or tutoring company, please select 'Other' as your account type. If you part of an adult Nelson or special education program, please select 'School' as your account type. If you are still unsure of your account type, please contact Nelson Customer Support.

How do I create an account? add_circle_outline

Click here to create an account. You will need to register an account with your school board, or school issued email address.

Why do I have to use a board-issued email address when creating a School or School Board account? add_circle_outline

Nelson extends a 20% discount off our list price to educators. In order to qualify for this pricing, a valid board- or school-issued email address must be provided as your registered account email address to validate your association with an educational institution.

How do I create an School account if I cannot find my school? add_circle_outline

If you are unable to find your school or institution, please contact Customer Support.

I am having difficulty logging in, how do I login successfully? add_circle_outline

You will need to create an account to login successfully. We will then have sent an email for you to activate your account with a verification link. Please ensure to check your junk or spam filter in the event our email did get caught there. If you did not find the email verification in your junk mail folder, please contact Customer Support.

I was registered on Nelson School Central, how do I login to School.Nelson.com? add_circle_outline

If you were registered on Nelson School Central - our previous K-12 store - you have automatically been migrated to our new website, but will need to change your password. When you attempt to login at an email will be sent to you in order to reset your password. Once your password has been updated, you will be able to login and access school.nelson.com. If you have any problems, please contact Customer Support.

Billing and Shipping

How do I use a promotional code? add_circle_outline

If you have a valid promotional code, you will have the opportunity to enter it during the checkout process at the order summary stage. Only one promotional code can be used per order.

What payment options are accepted? add_circle_outline

Purchases can be made with a valid credit card (MasterCard or VISA).

How do I process my order if I'm tax exempt? add_circle_outline

If you have a registered tax exempt account with Nelson, your transactions will be tax exempt. If you do not have a registered Tax exempt account with Nelson, continue your transaction, including tax payment, and then submit your claim with Canada Revenue agency for reimbursement.

What do the different shipping statuses mean? add_circle_outline

Ships in 1–3 business days: This product is in stock and will usually ship within 1–3 business days from the date the order was placed.

Ships in 4–8 business days: This product needs to be assembled in our warehouse and will be ready to ship within 4–8 business days from the date the order was placed.

Ships in 9–14 business days: This product needs to be special ordered from the vendor and will be ready to ship within 9–14 business days from the date the order was placed.

Ships in 14+ business days: This product needs to be special ordered from the vendor and will be ready to ship within 14+ business days from the date the order was placed.

Ships in 12 weeks: This product needs to be special ordered from the vendor and will be ready to ship within 12 weeks from the date the order was placed.

Not yet published: The product has not yet been published but your order quantity will be reserved and ready to ship during the estimated time frame. Please note that publication dates are subject to change.

NOTE: Orders placed over the weekend will be entered into the system the following business day. Shipping statuses are subject to change due to product or vendor stock availability. Shipping statuses may also change from the time you add a product to your Cart or Wishlist and the time you initiate the check out process.

Why are there different shipping times? add_circle_outline

Products have varying shipping times due to varying inventory levels and product components. Some items may have lower inventory levels and we will have to bring in more to fulfill your order. Other products may include multiple components that may require some time to assemble them into the proper packaging for you. In order to keep you as updated as possible on shipping times, the shipping timelines displayed across Nelson School Central are calculated based on available inventory at the time you view a particular product. Please note that shipping timelines are subject to change.

How will I know when my order is shipped? add_circle_outline

You will receive an email when your shipment has left our warehouse.

How can I track the shipment of my order? add_circle_outline

You can track your order shipment by using the tracking number provided in the shipping confirmation email. You can also log in to your account, and view your previous orders in the "Orders" tab. You can click on a previous order number, and view the associated tracking details for the particular order.

Why can't I change my shipping address when I checkout? add_circle_outline

Your School or School Board account is linked to an educational institution. In order to qualify for the educator pricing, your shipment must be shipped to this address and cannot be changed. If you have noticed an error in the address of your educational institution, please contact our Customer Support team.

What do "Ship Complete" and "Ship Partial" mean? add_circle_outline

"Ship Complete" means that your items will be grouped into as few shipments as possible. You may not recieve any shipments until all of the items in your order are ready to ship.

"Ship Partial" means that your items will ship as soon as they become available. You may receive multiple shipments until all items in your order have shipped.

I chose "Ship Complete" as my shipping preference, but my items did not ship together. Why did this happen? add_circle_outline

If you purchased items in your order that have a status of "Not Yet Published" or if items are on backorder or not available within 15 business days, they will ship separately from your complete shipment to avoid delaying the rest of your order.

What if my order is missing an item? add_circle_outline

If an item is missing from your order, please confirm the missing item by comparing your shipping confirmation email(s) with your packing slip(s). If your item is confirmed missing, please contact Customer Support.

Can I ship to multiple locations? add_circle_outline

No, your School or School Board account is linked to an educational institution. In order to qualify for the educator pricing, your shipment must be shipped to this address and cannot be changed. If you have noticed an error in the address of your educational institution, please contact our Customer Support team.

Placing an Order

How do I find my Nelson sales representative? add_circle_outline

Visit www.nelson.com/replocator to find the Sales Representative dedicated to servicing your school board or district.

How do I purchase outside of Canada? add_circle_outline

Online orders can only be processed for Canadian customers. If you are located outside Canada, please complete this form to submit your request to our Customer Support team.

How do I find out my order status? add_circle_outline

Log in to your account and click "Account" at the top of the page. You should be able to see your orders, order status, and specific order details. If you don't see your orders, click "Orders" on your Account page

Why did I receive an Item Cancelled email when I did not cancel any items? add_circle_outline

On rare occasions a product will become out of stock and will no longer be replenished. As a result these products will be automatically cancelled from your order and you will not be charged. If you have any questions, please contact Customer Support.

What do the different Order Statuses mean? add_circle_outline

Shipped: An order where all items have been shipped to the recipient.

Open: An order where there are still outstanding items that need to be shipped.

Cancelled: An order where all items have been cancelled and nothing will be shipped.

What do the different Item Statuses mean? add_circle_outline
  1. Not yet shipped: Refers to an item that has not left the Nelson warehouse.
  2. Not yet published: Refers to an item that has not been published.
  3. Shipped: Refers to an item that has left the Nelson warehouse and is en route to the recipient. A shipping notification email is sent when an item has been shipped.
  4. Cancelled: Refers to an item that has been cancelled from purchase, either by the customer or by Nelson, and will not be shipped.

Products and Services

When will I have access to the digital resources I purchased? add_circle_outline

Depending on the digital product you purchased, you will either have immediate access through a code sent via email or via a printed access card delivered in the mail or on the inside front cover of the printed resource.

How do I renew my access to digital resources? add_circle_outline

You will receive an automated email notice when your digital resource approaches its expiry date. Either purchase the resource again through this site, or contact Nelson Customer Support for assistance.

I can't find a specific Nelson product or service I'm looking for. Where can I go to get more information? add_circle_outline

For further assistance, please contact Nelson Customer Support or your Nelson Sales representative.

How do I return a product? add_circle_outline

Nelson permits returns of active, physical products in re-saleable condition within 12 months of the invoice date. Refunds are not available for items delivered electronically, including eBooks, eChapters, and Access Codes for online products.

How can I get my resources in an accessible format for students with special abilities? add_circle_outline

Nelson supports students of all abilities. If there is a product that is required in an accessible format, please complete this form to submit your request.

What is myNelson? add_circle_outline

myNelson is a online platform used to deliver many of Nelson's digital resources.

Technical Support

Does Nelson School use cookies? add_circle_outline

Yes. You must enable cookies in order to use the Nelson School website.

Who do I call if I have technical issues with my digital product? add_circle_outline

If you are experiencing technical issues with any of our products, please contact Customer Support.

How do I access digital resources on myNelson? add_circle_outline

To access digital resources on myNelson, please visit www.mynelson.com and either create an account or log in with your existing credentials. Then simply enter your access code to activate any newly acquired resources to your dashboard.