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Customer Service & FAQs



Ordering Online

Submit your order securely to us via this web site. Visit us again after you have placed your order to easily track your shipment and view order history.

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Contactless Pickup

Shop online and pick up your order at any U of T Bookstore location.

  1. Place your order online
  2. Select your pick up location at the time of checkout
  3. When your order is ready, you will receive an email confirmation from us with a link to book your appointment

Orders take 3 – 7 business days to process.

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Shipping Policies

University of Toronto Bookstore 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.

All shipped orders require a signature upon delivery. The signature requirement cannot be waived.

On average, your order will be shipped in 3 - 7 business days. During August or December, delivery time may take longer.

Taking Care Takes Time. We've implemented special procedures as we work to keep our teams – and you – safe, so shipping of orders may be delayed.

Shipping Rates

International Shipping

UofT Bookstore does ship internationally. Please read our policy carefully before placing your order.

Please note that you, the buyer, are responsible for international shipping charges. We cannot provide an estimate of shipping charges because it varies widely depending on destination, package weight and size among other factors.

You are also responsible for import charges such as VAT, tariff, duty, taxes, handling fees, custom clearance charges, etc. required by your country of for importing consumer goods. We do not collect these import charges beforehand and cannot give you can estimate of the cost because it varies widely around the world. Please do your research so you are ready to get your package cleared through customs and have an idea of what the import costs will be for your location.

International Shipping Fees: International shipping fees vary based on weight and location. In order to get your items to you as quickly as possible, we will automatically charge you the rate that we receive from our shipping company. We will only contact you if this charge exceeds $75. Please proceed if you agree to this condition. Please review our Refund/Return Policy.

Please note: Our carriers are unable to deliver to PO Boxes. Also, our carriers are experiencing higher than normal volumes so deliveries may be delayed. Please track your order using the tracking information you received by email.

Additional Charges for Customs Clearance: The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. These charges must be fulfilled by the recipient; U of T Bookstore has no control over these charges, nor can we predict what they may be.

Free On Campus Delivery

  • Free On Campus delivery is available only to these qualifying UofT St. George campus residences:
    • Chestnut Residence
    • Graduate House Residence
    • Innis College Residence
    • Loretto College Residence
    • New College Residences
    • St. Michael's College Residence
    • Student Family Housing
    • University College Residence
    • Victoria College Residence Buildings
    • Woodsworth College Residence
  • Building name and room number must be added to the Special Instructions at the time of checkout
  • Shipment will take up to 2-3 days to arrive. A tracking notification will be provided by email once the order has been processed for shipping
  • Orders will be received at the reception desk of the residence and placed in the student's mail box if applicable
  • Once the order has reached the destination, orders become the sole responsibility of the customer. UofT Bookstore and the residence management are not responsible for the order after delivery
  • The Free On Campus Delivery service is subject to change without notice
  • For non qualifying orders, UPS ground shipping will be charged at the time of processing.
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Order Cancellation

Once your order has been placed you will be unable to automatically cancel or modify your order.

You can send us a cancellation request within the same day of your order submission. You can still request a cancellation later, however please note that cancellation at that stage is not guaranteed.

If you no longer want an item you ordered, you can return the order/item to us. Please refer to our return policy.

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In-Store & Online Shopping Promotions

All sale items are final sale; including flash sale, clearance & seasonal promotion items.

Coupon Codes & Discounts

Coupon Codes and Discounts are not combinable with any other promotions or discounts and cannot be retroactively applied to purchases / orders. We will choose the better of the discounts that you may have to apply to your purchase.

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Frequently Asked Questions

Contactless Pickup

Once your order is processed, you will receive an email confirmation that will include the link to book an appointment for a contactless pickup. Please do not visit the store before receiving this confirmation email.

You do not need a confirmation email. After you book your appointment you will automatically receive an email of the copy of the details you submitted. You have to simply visit the bookstore with the order number and a government issued photo ID to pick your order.

Once your pickup order is processed, you will receive an email confirmation from us with a link to book an appointment for the pickup. After you pick your date and time of pickup, you simply have to visit the bookstore on that day and time along with your order number and a government issued photo ID. You do not need to wait for any confirmation or further instructions.

Please email us at weborders@uoftbookstore.com for any further queries.

If you are unable to pick your order as per the appointment, it is best to email us at weborders@uoftbookstore.com to let us know, but it is not a requirement. You can also go ahead and book a new appointment if you need, using the same link you originally used. No further action is required from your end.

Processing times are 3–7 business days. Once your order is processed you will receive an email confirmation from us. Currently due to high volumes processing times can be longer than usual.

When you book your appointment you will be able to add this information if someone else is picking the order on your behalf. Please make sure that when they visit the bookstore they know your order number and have their own government issued photo ID.

Please email us at weborders@uoftbookstore.com to let us know so we can update the information to the appointment.

Someone will be available at the main entrance. Please keep your order numbers and government issues photo ID ready.

No. We offer contactless pickup at all our bookstore locations. Once you arrive, please come to our main entrance and one of our crew members will be there to help you out. Please have your order number and government photo ID ready.

Orders

Processing times are 3-7 business days. Once your order is processed you will receive an email confirmation from us. Currently due to high volumes processing times can be longer than usual.

There can be a couple of reasons for the delay in processing the order. Some of the items might be in a transfer from another location and is delayed due to the current COVID situation. It is also possible that some of the items are running low in stock and are going to be replenished soon. If there is a reason for the delays, we will send you an email with an explanation for the delay with your order as well. As always if you have any doubts or concerns please email us at weborders@uoftbookstore.com

Once you place your order, you should receive a confirmation email that states the details of the items you placed the order for and also give you an order number that starts with ‘WO-‘. If you did not receive this email, chances are the order did not go through.

Some of the items in your order might be unavailable at a certain location, and are being transferred from a different location. You will only be charged for shipping once even if it is being shipped from multiple locations. Processing times might take longer than usual due to the transfer between locations. When an order is delayed due to transfer you will receive an email from us as well explaining which items are delayed and are in transit from another location.

If you have already placed your order, then you will have to contact our web orders team at weborders@uoftbookstore.com and send a request for the cancellation along with your order number. Please note that if your order is already processed for shipping before we receive your request, then we will be unable to consider this order for cancellation. You can always return the order back to us if you do not need it. Please refer to our returns/exchange policy for more information.

When we cancel your order, an email will be sent to you with the details of the items cancelled in your order and an explanation of the reason as well. There can be a number of reasons for the order cancelled. It can be that the items are out of stock, the payment was declined or an address or order information was incorrect and prevented us from processing your order.

Our website shows inventory for a total of 3 locations. Due to orders being fulfilled from different locations, sometimes an inventory update can take longer to reflect the changes on the website. In such situations we will try our best to fulfill the order by asking for a replacement or a substitute.

If you would like to buy an item that is sold at the UofT Bookstore, but is not currently showing on the website, please email us at weborders@uoftbookstore.com and provide us with the product information you would like to buy. Once we verify your request and inventory, we will send you a link to purchase the product. Once we receive your order through that link, we will process it as normal.

Once you place your order, please wait for your order to be processed. After your order is processed, you will receive a confirmation email. The VGC team will review all the details and send separate email with the card to the email id that was used to place the order.

Choosing a shipping method (shipping or pickup) is just a part of the checkout process to complete the order submission for VGC. You will never be charged for shipping irrespective of the shipping method you choose. Once your order is processed you will receive an email from us about the card details.

You will not be able to change order details yourself once submitted through the website. Please contact us at weborders@uoftbookstore.com with the information you want us to change and we will do it for you.

Shipping

We cannot provide an estimate of shipping charges because it varies widely depending on destination, package weight, number of items orders and other factors. Customer is also responsible for import charges such as VAT, tariff, duty, taxes, handling fees, custom clearance charges, etc. required by your country for importing consumer goods.

Please note: In order to get your items to you as quickly as possible, we will automatically charge you the rate that we receive from our shipping company. We will only contact you if this charge exceeds $75.

Please refer to our shipping rate page

For international orders, please refer to our customer service page

On average, your order will be shipped in 3 - 7 business days. During August or December, delivery time may take longer. Once the order is shipped from our end, we are unable to guarantee delivery duration for UPS or DHL (For international orders).

Once your order is processed for shipping, you will receive an email with the confirmation that your order is processed. A separate email will be sent to you from pkginfo@ups.com with the tracking number. Please make sure to check spam folder as well.

Please email weborders@uoftbookstore.com with the issue with your order. Also please attach any images of the damaged item and packaging boxes. Once we review your order, we will help you with further instructions on how to exchange or refund your order as per your request.

Returns & Exchanges

Due to COVID-19, there have been some changes to our store’s policies on returns, refunds and exchanges.

No Returns and Exchanges will be accepted “In-Store” at this time until further notice.

Orders can also be returned by mail. Once we receive your original order back an exchange will be processed.

There will be no restock fees and penalties applicable to your order if you are unable to return or exchange within the due date due to the current COVID situation.

Please add a letter explaining the reasons for returns or if you would like to exchange an item. All returns are subject to inspection and must include the original tags, unopened in their original selling condition.

Original receipt is required for all returns/exchanges.

U of T Bookstore, Koffler Student Services Bldg.
214 College St.
Deliver to Dock off Huron St.
ATTENTION WEB ORDERS
Toronto, ON M5T 3A1

All returns are subject to inspection and must include the original tags, unopened in their original selling condition. Once we receive the returned item or order, we will inspect them and then refund will be processed. Normal refund processing times are 1-2 business days. Depending on your bank refund value may take 3-5 business days to reflect in your account.

Return labels are only provided for specific cases. These need to be approved by us before they are emailed to you. For more information please email weborders@uoftbookstore.com


Contact Support

Contact us anytime with questions or concerns.

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