Shipping & Returns

Shipping, Returns & Claims

Need to return an item purchased from us? Please review the applicable Nelson return policy and consult the list of Returns Conditions. Nelson will provide full credit for returning stock that meets the requirements of the Returns Policy and Returns Conditions.

Return Policy for Canadian Bookstores, Wholesalers and School

  • 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, online subscriptions, and access codes for online products. If the wrong item was purchased an exchange will be allowed within 14 days of purchase.
  • Refunds are not available for Edwin licenses and no adjustments will be made in the event of a decrease in Student Users

Return Policy for Nelson E-Commerce Websites and Business-to-Consumer Transactions

  • Nelson permits returns of active, physical products in re-saleable condition and with the original receipt, within 30 days of purchase. Please see below for Returns Conditions.
  • Refunds are not available for items delivered electronically, including eBooks, online subscriptions, and instant access codes for online products. If the wrong item was purchased an exchange will be allowed within 14 days of purchase.
  • Refunds are not available for Edwin licenses and no adjustments will be made in the event of a decrease in Student Users 

Returns Conditions:

  • Stock is eligible for return based on the status of the product and the returns policies listed above. To see a list of print statuses that can restrict the return of an item, please consult our Terms and Conditions page. If you are uncertain whether a book is eligible for return, please contact Customer Support.
  • Stock must be in mint, re-salable condition. Material bearing marks, stamps, writing, or labels, will not be accepted. Shrink-wrapped books must be returned unopened.
  • Any bundles that contain a technology product (CD-ROM, DVD or Printed Access Card etc.) will not be refundable if the original shrink-wrap seal has been broken or damaged. All software and CD-ROMs must be returned to Nelson with the original envelope seal or package seal unbroken and intact.
  • Bundles must be returned shrink-wrapped or with the sealed packaging intact. All titles shipped and invoiced as a bundle must be identified with the bundle ISBN upon return.
  • If you have any questions or for additional assistance, please contact Customer Support.

How To Return:

  • Each carton should be accompanied by a packing slip or original invoice indicating the quantity and title(s) to be returned.
    • If a copy of the packing slip or original invoice is not available, the invoice number must be quoted including the quantity, purchase price, and ISBN(s) of the returned item(s).
    • Returns received without invoice information will be credited at the lowest price offered during the 12-month time frame.
  • Number each box of a return (i.e., 1 of 4, 2 of 4, 3 of 4, 4 of 4).
  • To prevent damage in transit, pack with sufficient and appropriate packing material in cartons of at least 275lbs. test for larger boxes and 200lbs. test for smaller boxes.
  • A returning carton must not exceed 42lbs.
  • Returning product should be shipped prepaid by traceable means to ensure proof of delivery.  Nelson will not assume responsibility for non-traceable shipments lost in transit.
  • Nelson will not be liable or responsible for non-Nelson product returned in error and no credit will be granted.

Ship returns to:
Nelson
Attn: Returns Department
1120 Birchmount Rd.
Toronto, ON
M1K 5G4

*** Returns that do not meet the above conditions will be returned at the customer’s expense ***

*** Nelson reserves the right to change this Policy at any time without notice ***

Shipping

Nelson currently only ships exclusively within Canada.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping speed you choose, shipping date estimates may appear on the shipping quotes page.

Online orders that are over $50.00 before tax qualify for free standard shipping on store.nelson.com.

Claims – Lost, Missing, Damaged or Defective:

Missing Product Claims (shorted/lost in transit):

  • Must be made within 30 days of the date of invoice
  • Customers are responsible for indicating any missing boxes on the waybill at the time of delivery and should notify Nelson Customer Support immediately
  • Customers allowing for a ‘no signature required’ scan-and-drop relationship with a carrier do so at their own risk. A claim of missing boxes may be refused if the carrier indicates product was scanned and left successfully

Damaged or Defective Product 

  • You have 30 days from the date of invoice to notify Customer Support of any damages and 12 months for any defective product

Carrier Damage Claims:

  • Recipient must indicate damage on the waybill at the time of delivery
  • If no damage disclaim was indicated on the waybill, the customer has 48 hours to report the damage claim and must keep the box(s) which contained the damaged books for further inspection by the carrier.