Sales Order Acknowledgement

A Sales Order Acknowledgement (SOA) will be sent, via email only, each time an order is placed. The SOA will confirm each product within your order.

Pricing

All prices are subject to change without notice. We encourage you to confirm pricing with your designated sales representative or Customer Service.

Payment Terms

Pearson Canada payment terms are Net - 30 days.  Please contact our Credit Department at 1-800-232-6556 or by email at credit@pearson.com for questions regarding your account with Pearson Canada. 

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Returns Address

LSC Canada
C/O Pearson Canada
195 Harry Walker Parkway North
Newmarket, ON
L3Y 7B3

Policy

Purchases of active titles may be returned for credit, provided your return is received at our returns address within 12 months of the original invoice date.

Effective July 1, 2021, purchases of out-of-print titles may be returned for credit only if received at our returns address within 120 days of such change to out-of-print status, provided this is also within 12 months of the original invoice date. 

Download list of Out Of Print ISBNs (Microsoft Excel document)

Any products returned to Pearson after November 1, 2021, must include a Return Material Authorization (RMA) document. You must request the RMA from Pearson in advance and include the document with the product(s) you intend to return.  You can request an RMA by contacting Customer Service via phone, email, or fax, and it will be emailed or mailed to you based on your preferred method. For physical products, there can only be a single valid RMA number per box. This means a single box cannot have multiple RMA numbers on it, but the same RMA number can be used across multiple boxes as long as each box is marked with the number of boxes (e.g., box 1 of 5, box 2 of 5, and so on).

Customer Service
Pearson Canada Higher Education
Phone: 1-800-567-3800
Fax: 1-800-263-7733.
Email: cdn.ordr@pearsoncanada.com

Eligible Titles – Condition of Products

All returns must be in condition to be resold as new. Damaged books and used books are not returnable. 

Non-Compliance – Ineligible Returns

If Purchaser returns any product that is ineligible for credit for any reason specified in this policy, Pearson will automatically reject the return, Purchaser will not receive credit, and Pearson will ship the product back to Purchaser at Purchaser’s expense. Notwithstanding the above, if the product returned which is ineligible for credit is in out-of-print status, then Pearson will destroy the product rather than shipping it back to Purchaser, but the remainder of the above statement still applies. Pearson will automatically implement this process without providing any additional notice to Purchaser beyond this policy.

Packages

All products shipped and invoiced as a package must be identified with the package ISBN upon return. All components in the original package, including access codes, must be included in the return. This will ensure prompt processing of your return.

Damaged Titles Received by Purchaser

Titles damaged in transit by the carrier must be reported within 30 days to Pearson Canada Customer Service so that a claim can be filed. Any customer wishing to return damaged/defective titles must first contact Customer Service to arrange a pick-up by Pearson.

Multimedia

Multimedia, including access code cards, CDs, video, and audiotapes are ineligible for return if the sealed packaging is opened.

No Restocking Fee

There is no restocking fee for returning eligible higher education products to Pearson Canada.  A Return Material Authorization (RMA) must be included with all returned materials.

Freight Charges

Return freight charges are the customer’s responsibility, as Pearson Canada does not accept collect shipments. All collect shipments will be returned to customers at their own expense.

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Pearson Canada accepts the return of redeemed access codes if the bookstore feels that the student refund is warranted. A Return Material Authorization (RMA) must be included with all returned materials.

Stores who have accepted a student return should follow the process below to receive a credit from Pearson for student returns.

The store should:

1. Credit the student for the code purchased.
2. Obtain from the student:
       a. The Access Code that they used to register for the Pearson product
       b. The ISBN of the product
       c. The student's email address
3. Email Pearson Canada Customer Service with this information to obtain the Return Material Authorization (RMA). Please note that the Returns Policy terms applies.

Pearson will cancel the code and provide the store with a credit for the code.

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Pearson Canada accepts the return of redeemed access codes if the bookstore feels that the student refund is warranted. The instructions for obtaining a refund for a product sold on CEI are the same as for a printed access code card except that the store should cc CEI on their request for a refund. The store refund will be processed by CEI not Pearson.

The CEI site contains the following return guidelines for students for Pearson product:

We know that stuff happens, so Pearson Canada will accept the return of an access code if the return falls within your bookstore's return guidelines. In order to receive a refund for your access code, you will need a copy of the voucher along with your proof of purchase. So please keep both in a safe place until you are sure you've purchased the correct item for your course. Please contact your bookstore directly to arrange a refund including both the voucher text and proof of purchase in your return request.

Stores who have accepted a student return should follow the process below to receive a credit from CEI for student returns.

The store should:

1. Credit the student for the code purchased.
2. Obtain from the student:
   1. The Access Code that they used to register for the Pearson product,
   2. The ISBN of the product
   3. The student's email address
3. Email Pearson Canada Customer Service with this information cc'ing CEI.

Pearson will cancel the code. CEI will refund the purchase to the store.
 

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To request a refund for an online subscription you purchased directly from a Pearson Education website, please send Customer Service an email that includes the following information:

First name
Last name
Order ID or Account ID
Reason for refund request
Refund requests must be made within 14 days of purchase.

If you were billed in Canadian dollars (CAD) email cdn.smsordr@pearsoned.com
If you were billed in US dollars (USD) email webaccesscs@pearson.com
If you were billed in UK pounds sterling (GBP) email heenquiriesuk@pearson.com
If you were billed in Australian dollars (AUD) email customer.service@pearson.com.au

Pearson.com (Learner) Store Purchases

To request a refund for a purchase made on our learner store at https://www.pearson.com/en-ca.html please review the returns policy and instructions.

Bookstore or Other Website Purchases

Please contact the bookstore or website from which the purchase was made.

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Enroll in Pearson’s Future Ship Program

Order the product early and arrange to have it shipped to your store when you are ready to receive it.

• Future ships for September classes are available on orders placed May 15 onwards.
• Future ships for January classes are available on orders placed November 1 onwards.

Contact Customer Service for Details
Phone: 1-800-567-3800
Fax: 1-800-263-7733.
Email: cdn.ordr@pearsoncanada.com

Please contact Customer Service for changes or additions to future ship orders.

Note: If your original order request has been completely processed, we may not be able to accommodate the necessary change to your order.

Accounts that do not follow the traditional Fall/Spring semester system may also apply for this program. Please contact Customer Service to determine if you qualify.

Terms are subject to change without notice.

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Student Technical Support

Pearson offers extensive student registration and application support. Should a student return to your bookstore reporting any issues with a Pearson online learning product, such as registration difficulties or a defective code, please refer them to our Student Help Desk.

Customer Technical Support Website

https://support.pearson.com/getsupport/s/

Here students can:

• Online chat is available. 
• Search for frequently asked questions.
• Ask a question and receive a detailed response, monitored 24/7.
  

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