For assistance with your mail order, please contact us at 302.356.6769 or bookstoreorders@wilmu.edu. For us to better assist you, please have your name, order number and your student ID ready.
I never received an order confirmation.
For assistance with your mail order, please contact us at 302.356.6769 or bookstoreorders@wilmu.edu. For us to better assist you, please have your name and student ID ready.
I only received part of my order.
For assistance with your partially received mail order, please email us at bookstoreorders@wilmu.edu. Please include your order number and the items that you did not receive in the body of the email.
I accidentally ordered two of the same book. What do I do?
Although we do our due diligence to catch duplicates at the time of processing, we understand your worry. It’s not a problem. Simply send an email to bookstoreorders@wilmu.edu. Please include your order number and the item that you accidentally ordered multiple copies of. We will be happy to check if the duplicate was processed. If it was, we can refund the duplicate if we did not catch it when processing your order.
I ordered an access code but I was charged shipping.
Although most of our access codes we offer may be emailed to you, there are some courses which use codes that are on print cards. These printed cards are often shipped to students. However, if you were charged shipping for an access code that you were emailed, no worries. Simply send us an email at bookstoreorders@wilmu.edu and request a shipping refund. We’ll be happy to take care of that for you.
I ordered an access code and I never received it.
If your ordered access code has not arrived to you, give us a call at 302.356.6769 or bookstoreorders@wilmu.edu. Please have your order number ready to provide so we may best assist you.
Will my access code be emailed to me?
Most access codes will be emailed to your student email account unless otherwise noted.
Can I pick up my mail order in the store?
Absolutely! At the shipping screen, there is a drop down listing all the stores which feature the in-store pickup service. Select the store where you wish to pick up your mail order. Be sure to familiarize yourself with the pickup guidelines:
Reservations/Pickup Guidelines
New Castle Pickup: Place the order by noon and pickup by noon the next day
Brandywine Pickup: A Campus Store representative will contact you when your order arrives on site
How do I cancel my order?
For assistance with canceling your mail order, please email us at bookstoreorders@wilmu.edu. For us to better assist you, please have your name, order number and your student ID ready.
How long will it take for my order to ship?
Depending on your location, please allow us 4-5 business days to ship.
I received a delivery notice, but I never got my order.
May I use more than one form of payment on my mail order?
Absolutely! At the payment portion of checkout, when you select your choice of payment, simply edit the amount to be charged on selected payment and continue to add payment choices until your balance is $0.00
I put in the incorrect email, address and/or name. What do I do?
No worries. For assistance with your mail order, please contact us at 302.356.6769 or bookstoreorders@wilmu.edu. For us to better assist you, please have your student ID ready.
I want to order books for my child, spouse, or friend. How can I place a book order if I am not a student?
All books orders must have an associated student ID entered at checkout in order to complete a book purchase.
Can I add or change something to my order after it has been placed?
We process mail orders daily. You may email us at bookstoreorders@wilmu.edu and request a status of your order. Please have your order number ready to provide so we may best assist you.
Can I change my form of payment I used on my order after it has been placed?
We process mail orders daily. You may email us at bookstoreorders@wilmu.edu and request a status of your order. Please have your order number ready to provide so we may best assist you.
Help with Financial Aid, Third Party, or Vocational Rehab
I have an email or authorizing letter from my third party or Vocational rehab representative stating that I have funds. Can I just show or provide this information and pay for my books?
Unfortunately, we are unable to accept this as a form of payment. The authorizing letter, or email, must be submitted to our third party billing department for processing. Once this information has been processed, your funds will be added to our system for to you on authorized purchases.
My third party or vocational rehab representative states that they have sent the information to WilmU billing office. Why aren’t my funds showing up in-store or allowing me to order online?
We do apologize for the delay in your funds showing up in-store or in our systems. Please contact your third party or vocational rehab representative. Please have them courtesy copy a copy of the authorization letter or email to thirdparty@wilmu.edu
I need to provide pricing information for third party or vocational rehab so they know how much money to give me. Can I get a print out of my book prices?
Yes! Our prices are listed on our website. Simply add your books to a cart and print!
Can I get prices for next semester?
We encourage students to look at our shelf tags and online for what books are currently being used for classes. Generally speaking, two weeks prior to classes are scheduled to begin, our prices and course materials are finalized. Please be advised that course materials and course materials prices may change with or without notification from us for the upcoming term.
My third party or vocational rehab will not cover shipping for my online order. How can I pay for shipping?
No worries! You have the option to contact your third party or vocational rehab representative to see if you are eligible for additional funds. The other option you have is to pay the shipping on any debit or credit card of your choice.
I need a receipt in order to be reimbursed by my third party, but I lost my original receipt. Can you reprint my receipt?
Unfortunately, we do not save debit or credit card transactions in our system. For those who paid using your third party, financial aid, we may be able to assist you.
What can I purchase with my financial aid?
Including backpacks, and tote bags, students using financial aid may purchase other supplies as well as their course materials. Graduation items, gift, cups, diploma frames, apparel, and other items which are classified as gift or apparel items cannot be purchased with financial aid. These items must be paid for out of pocket.
What happens to my financial aid that I do not spend?
Any remaining funds after tuition, fees, and other expenses are paid for, will be held in your student account until financial aid begins their refund process. Depending on how you elected to receive any financial aid disbursement on your application, these funds should be returned to you in the manner you elected. For questions regarding your disbursement, please contact Financial Aid at 302-356-6951. Please be sure you have student ID ready.
My financial aid funds are not showing. What do I do?
If your financial aid funds are not showing, please contact Financial Aid at 302-356-6951, or email at finaid@wilmu.edu Please be sure you have student ID ready.
Can I have someone, i.e. parent, friend, spouse, pay using my financial aid if I give them my information or send them in with a letter?
Unfortunately, we cannot allow anyone to use your financial aid, even with your permission or a letter with your information. However, if you are unable to be present to pay for your materials, you can place an order online and use your financial aid to pay. You may have someone pick up your order from any store location which offers this service.
I do not have any picture identification on me. Can I still use my financial aid?
Although we do require a presentation of photo identification at every financial aid purchase, we also have you verify other pieces of information to ensure that we are working with the correct student.
Can I use funds from last semester to buy books this semester?
Your financial aid funds are allocated to each registered semester. Any remaining funds after tuition, fees, and other expenses are paid for, will be disbursed to you within the term. If you have not received your semester disbursement, you may be able to submit a loan revision request form to financial aid. NOTE: THERE MAY BE ADDITIONAL TIME NEEDED TO PROCESS THIS REQUEST.
For questions regarding this process, please contact Financial Aid at 302-356-6951. Please be sure you have student ID ready.
Can I pay for someone else’s books and/or supplies with my financial aid?
No. Your financial aid was prepared for your educational needs. If this person needs assistance, please direct them to speak with someone in financial aid as they may be eligible to receive aid.
My financial aid is pending but I need my books for classes now. Can the Campus Store charge my student account now?
Unfortunately, our system is not designed for this feature. If your financial aid is in the process of finishing up packaging, you will need to pay out of pocket those your books and supplies. After your financial aid has become available, you may request a refund to your original method of payment. Then we can charge to your student account. Please make sure that you keep all original sales receipt(s).
If my financial aid is still pending but I need my books for classes now. Can I pay for my books out of pocket and then be reimbursed after my financial aid comes in?
Yes. Please make sure that you keep all original sales receipt(s).
Will my financial aid pay for shipping?
Absolutely! At the payment portion of checkout, you will select Financial Aid. You will be prompted to enter your full student ID (beginning with W followed by a set of numbers and your student email to complete checkout. Please make sure that you have both of these pieces of information.
May I use more than one form of payment on my mail order?
Absolutely! At the payment portion of checkout, when you select your choice of payment, simply edit the amount to be charged on selected payment and continue to add payment choices until your balance is $0.00
I receive third party billing. How do I use these funds to place my order online?
No worries! At the payment portion of checkout, you will select Financial Aid. You will be prompted to enter your full student ID (beginning with W followed by a set of numbers and your student email to complete checkout. Please make sure that you have both of these pieces of information.
I put in the incorrect email, address and/or name. What do I do?
No worries. For assistance with your mail order, please contact us at 302.356.6769 or bookstoreorders@wilmu.edu. For us to better assist you, please have your student ID ready.
Returns
Can I return without my receipt?
Per our return policy, you will need your original receipt.
I dropped my class, last semester but I never opened the book. Can I return it for a refund?
All students have until the drop/add of their course to return or exchange their print book within the current semester. Since we are unable to return or exchange the print book, you are encouraged to sell it at our book sellback.
My parents, spouse, friend, etc. paid for my book(s) with their debit or credit card. I need to return it can you put the refund on my card?
Per our return policy, we return the funds in the same manner and account in which we received the funds. Please have the original debit or credit card, along with your original sales receipt, with you when you request a refund.
I paid with my debit or credit card/financial aid. Can you refund me in cash?
Per our return policy, we return the funds in the same manner and account in which we received the funds:
For debit or credit purchases, please have the original debit or credit card, along with your original sales receipt, with you when you request a refund.
For financial aid, please present a photo ID, along with your original sales receipt, when you request a refund.
I purchased a packaged textbook with an access code. My teacher says I don’t need both. Can I return part of the package for a partial refund?
Unfortunately, if you purchased a packaged textbook with an access code, we can only accept the return as a full package and with the access code unexposed or unopened. If you choose to keep the package, we advise you to sell it at the book sellback as a complete package.
Can I purchase only part of a package? i.e. just the book or just the access card
Unfortunately, if the package is only available as a packaged textbook with an access code, we can only sell the package completely. We are not able to break up the package.
I want to return a book but it got damaged. Can I get a partial refund?
Unfortunately, we cannot accept damaged books for returns or offer a partial refund.
For Inclusive Access Course Material, I did not opt out, but I did not register my access code or use the online platform. Will I still be billed?
Yes. All students who are enrolled in a course with Inclusive Access are automatically considered part of the program. To avoid being billed, you must opt out online prior to the Drop/Add date.
For Inclusive Access Course Material, I dropped the course. Do I still need to opt out?
No, students who drop the course during the Drop/Add period will automatically be opted out and will not be billed.
For Inclusive Access Course Material, I did not drop the course. What is your refund policy for Inclusive Access Course Material?
If you did not drop the course before the Drop/Add period ended, refunds for Inclusive Access Course Material are not available.
For Inclusive Access Course Material, I accessed the Inclusive Access Course Material. Am I still eligible for a refund?
No, once Inclusive Access Course Material is accessed, refunds are not available unless you dropped the course before the Drop/Add period ended.
I bought an item that does not fit. Can I return it?
As long as you have your original sales receipt, you may return or exchange your merchandise for the size you need.
I bought the wrong book and it’s past drop/add. Can I still return my book?
Accidental purchases are handled on a case-by-case basis. Please contact us at bookstoreorders@wilmu.edu before sending the book back to discuss your options.
I bought an item that does not work. Can I get a refund?
We can do an exchange for any general merchandise product that is in non-working condition.
Can I return a laptop or tablet if I decide I don’t want it?
If the seal is broken, we cannot return or exchange the laptop or tablet. If the seal is not broken, we may be able to return. Please have your original sales receipt at the time of refund request.
Do I get my shipping refunded if I return my mail order?
We are glad to refund any items that you are returning. Shipping is a service charge and cannot be refunded.
Forms of Payment
The Campus Stores located at New Castle, Brandywine, and Dover campuses accept cash, checks, Financial Aid, MasterCard, VISA, American Express and Discover cards for purchases. However, cash is not accepted at some of the other locations as a method of payment. Other locations do accept checks, Financial Aid, MasterCard, VISA, American Express and Discover cards for purchases.
Reservations
The Campus Store offers a reservation service where orders placed online can be picked up at the Campus Store location of your choice. The time it takes for an order to be processed and made ready for pickup varies depending on the location.
Reservations for New Castle placed before 12:00 p.m Monday thru Thursday can be picked up after 12:00 p.m. the following business day. If you have placed a reservation for Brandywine, you will be notified by phone or email when your order is ready for pickup.
Once an order is ready, it can be picked up anytime during that site’s regular business hours.
Ordering By Phone
The Campus store is unable to take orders over the phone but can help with any technical questions you may have when placing an order. Call us at 302.356.6769.
Shipping Policies
Wilmington University Campus Store is proud to offer you the most competitive shipping rates. All of our shipments are professionally packed to ensure the safety of your items en route. On average, your order will be processed within 4-5 business days. During August or December, delivery time may take longer. Because UPS is our preferred shipper, we can not ship to P.O. Boxes. Please provide a street address when filling out address information. Signature may be necessary at time of delivery. Please keep this in mind when deciding on your ship to information.
Return Policy
All returns must be accompanied by the original receipt. It is the sole responsibility of the purchaser to present the receipt as proof of purchase. A Schedule or Drop/Add form may be required for some returns.
Returns must be done by the last day of drop/add for which your course meets. It is the sole responsibility of the purchaser to know these dates.
Purchases after the drop/add period for which your course meets will have no return privileges.
Refunds will be issued in the same method of payment as the original purchase.
Do not write in any book or remove shrink-wrap until you are certain there will be no need to return it.
New textbooks must be returned in original condition. No refunds will be given for new books which are damaged or have any writing/markings.
No returns will be accepted for books where shrink-wrap has been removed.
No returns will be accepted if any items that accompany a textbook are missing or the sealed package has been tampered with or opened.
The Campus Store reserves the right to make final judgments on all returns.
