Frequently asked questions

No, we do not currently offer an express post option.

This can vary depending on where you live, and which resource you have purchased.

Digital access codes are emailed out to you once payment is received.

Resources that are currently in-stock are processed by our warehouse and delivered by standard post.

Delivery times are also listed at the bottom of your order confirmation email.

Shipping times depend on the stock status of the items you have chosen.

Australia

• Digital products
  Delivered immediately
• In stock products
  Delivered in 4-6 business days. However, deliveries to Western Australia and regional areas take longer than 4-6 days.
• Out of stock products
  Delivered in up to 100 days. However, if your selected item is classified as Available on demand in the store, this means that this title can be printed once ordered and will be available between 5-7 days.
• City-specific delivery times
  • Adelaide
    2-3 business days
  • Brisbane
    3-4 business days
  • Canberra
    4 business days
  • Darwin
    6-7 business days
  • Melbourne
    2 business days
  • Perth
    6-7 business days
  • Sydney
    4 business days

New Zealand

• Digital products
  Delivered immediately
• In stock products
  Delivered in 4-5 weeks (delivered via sea freight)
• Out of stock products
  Delivered in up to 100 days. However, if your selected item is classified as Available on demand in the store, this means that this title can be printed once ordered and will be available between 5-7 days.

Delivery is free for any orders placed via this website.

Pearson Australia does not have a store or shopfront, but our resources are stocked by all educational textbook resellers, including university bookshops, as well as major retail chains.

In Australia, the majority of deliveries will be dispatched by Australia Post, but at our discretion we may opt to dispatch with XL Express.

Customers can contact hecs.anz@pearson.com.au to ask which courier has been used for their order.

Due to permissions and distribution restrictions, we are not able to share the instructor resources with educators who are based overseas. Please contact Pearson in your local area for help accessing resources.

Some university resources have instructor resources that require you to be registered with Pearson as an 'educator' in order to access them.

To find if your product has any instructor resources go to the Resource Centre and search by product name, ISBN or browse the options.

The products displayed in the Resource Centre will show whether the resources are available free to download or if they require educator account access.

If you are not registered with us as an educator, you will need to sign up via Resource Centre. The request will come through to the customer service team for verification. Please keep in mind that this account can take up to 2 business days to be approved. Once you are approved, you will be able to access the resources.

Course coordinators currently employed at an Australian, New Zealand or Pacific university, RTO or other education institution may be eligible to access instructor resources.

Student teachers, private tutors, parents and students are not eligible to access the educator resources.

Your Sales Order Acknowledgement will document all product charges. It will state your payment option selected.

A Sales Invoice will be emailed once your order is dispatched.

You can pay with either VISA or Mastercard.

For Australian customers, you can also select PayPal or Zip Pay.

When your order is dispatched, your credit card will be charged.

An ISBN is an acronym for International Standard Book Number. It's 13 digits long, and found just above the barcode of the printed book.

Some textbooks have the answers to the questions or activities printed in the back of the book, but for many titles we only share the solutions with educators (for example, classroom teachers, course coordinators, tutors).

Some educators use the questions in our resources for formal assessments, and so they may need to manage access to the solutions carefully.

If you or your student are using a Pearson title as the prescribed resource for studies at university, TAFE or school, please contact the educator to ask for access to the solutions.

Before initiating a return request, please check our Returns Policy to make sure your products are suitable for a return and then follow the Returns process below.

Returns process

1. Send us an Email
Please send us an email at customer.service@pearson.com.au.
Remember to include the following details:
- your name
- original invoice number for your order
- reason for the return

2. Complete the necessary documentation
We will email* you a Return Material Authorisation document. The completed document needs to be included with the returned goods.

3. Processing the return
We will examine the returned product and if the product is in good condition for resale we will process the refund as soon as possible.

Please note: Digital products including eBooks, eTexts and access codes, videos and opened software can't be returned.

* A customer can also request for Return Materials Authorisation document to be mailed.

Occasionally the version of a product you have ordered is not available. If this occurs, Pearson may substitute your order with a similar product such as a newer edition that will have an alternate ISBN (International Standard Book Number).

Pearson Australia guarantees your complete satisfaction with every purchase. If you are not entirely satisfied with any product you can return it in original condition within 30 days for a full refund (less freight).

You can contact us via email at hecs.anz@pearson.com.au to receive a Return Materials Authorisation document. Please note all returns requests must be received in writing; we cannot authorise a return over the phone.

Also please note that digital products including eBooks, eTexts and access codes, videos and opened software can't be returned.

Orders for physical items that are in stock are trackable. Once your order is shipped, you will receive an email containing a tracking number and a link to see the status of your order on the courier's website.

Back ordered items may be tracked differently and will be sent as soon as they arrive. Please contact us for more details.

Once the VitalSource eBook is purchased you can view the access code and instructions via your Bookshelf/My Learning (top right of this website).

The instructions will guide you to the VitalSource website to log in or create an account. From this point, simply enter in your access code.

If one of your selections is not currently in stock, we will ship your order as soon as it is available.

If you order multiple products and an item is out of stock, the in-stock items are shipped straight away and the remaining items will follow once they are in stock.

You can always cancel your order while you are waiting for your backorder to come into stock. Simply email your request to Customer Service at hecs.anz@pearson.com.au. Please be sure to include your order number with your request.