FAQs

SHOPPING

Can I purchase a physical Gift Card?

We offer physical gift cards at the Customer Service Desk inside the Bookstore location, but the gift cards on the website are electronic only. Once your order is processed, the gift card code will be emailed to the recipient email address of your choice.

Why am I getting an error that says, “Please specify a value for this option” when I try to add an item to my Cart?

This error indicates that a color option needs to be selected even if only one color is available. Please select the color along with the size, and you will be able to add the item to your cart.

Drop Ship products are not eligible for In-Store Pickup, Department Delivery, 2nd Day Air, or Next Day Air. If you select one of these options at checkout, the shipping method will be changed to UPS Ground and charged accordingly when your order is processed.

Do you ship internationally or to APO and DPO addresses?

At this time, we do not ship internationally or to APO/DPO addresses.

Why does my Shipping Address change when I edit my Billing Address?

If you edit the existing Shipping Address to create your Billing Address, you are changing the record you created for Shipping. This is why it changes both of them. If you would like to use a different address for Billing, you will need to create a new address record. Click the Plus Sign next to the existing address.

Why is my Credit Card not accepted?

Authorization for a Credit Card will be declined if any of the following required information is inaccurate: Credit Card number, Expiration Date, Security Code, Billing Address (including street number, street name, and zip code). If your Billing Address is not the address connected to the Card you are using, authorization will be declined. Please double check all of this information before attempting to complete Checkout again.

Why is my Department FDM Worktag not accepted?

The most common reason a Worktag is declined is the omission of the Company ID. Please reach out to your department for the correct Company ID to use with your Worktag. In most cases, Academic Worktags include UVA_207, and Medical Worktags include UVA_209. If using a UPG Cost Center, the Company ID is UPG_000. Additionally, Worktag authorization is case-sensitive. Please make sure to use capital letters in each field.

Why is my Gift Certificate number not accepted?

The balance on your Gift Card may be depleted, or the number may have been entered incorrectly. Please look into both of these possibilities before trying your Gift Certificate number again. Additionally, please make sure you are not entering the Gift Certificate number in the Promo Code field.

Why is my Promo Code not accepted?

Our Promos have limited-time availability. Please consult the dates of eligibility that are advertised along with the Promo Code. Additionally, there are some products that are not eligible for discounts. The product pages for these items will contain this information in the product description.

Did my order go through?

If your browser took you to an Order Confirmation page and you received an Order Confirmation email, your order was accepted.

When is my Payment Method charged – at Checkout or later?

Your order will not be charged until it has been pulled, pack, and shipped – or otherwise processed (i.e. Drop Ship orders) – manually by our staff. The amount you were quoted on your Order Confirmation will typically show as a hold in your bank statement. If the order is cancelled, that hold will fall off or show as a credit.

ORDER MONITORING

How can I see my Receipts?

If you have an account on our website, you can log in and access all of your order information there, including your receipts and invoices.

I selected one Shipping Method at Checkout – why does my Receipt show a different Shipping Method?

If you ordered an item that is limited to a particular Shipping Method, this will automatically be changed and charged accordingly when your order is processed. Department Delivery is only available to UVA Departments that are on Grounds. Drop Ship items are eligible for UPS Ground only. Certain promotional items are available for In-Store Pickup only. These details will be listed in the product description on the product page.

I feel I should have received my order by now – why is it taking so long?

Please double check the product information on the product page for estimated delivery time. If you still feel that the order is taking too long or is lost, please reach out to us by phone, email, or by submitting a Case on our website and we will respond as soon as we are able.

Why did I receive only part of my order?

If you placed an order that includes products we ship from the Bookstore, as well as products that are Drop Shipped, you will typically receive the Bookstore product first because of the longer turnaround times for Drop Ship items. It is also possible that one of the items you ordered is either out of stock or backordered. If this is the case, you will only have been charged for the products that were shipped.

Why did my order come in more than one package?

If you placed an order that includes products that exist in more than one location (i.e. UVA Bookstore and Courts & Commerce Bookstore), they will be separately packed and shipped. If your order contains items that are backordered, we will send the items we can at first and then process the backordered items as we receive them in the future.

How do I initiate a Return or Exchange?

Please consult our Return Policy for detailed information.