Renouf Publishing Co. Ltd.
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About Renouf
Renouf Partners

Frequently Asked Questions (FAQs)
Bookstore Features
What are my ordering options?
U.S. and Canadian customers can order by phone using our toll-free lines. You can also send your order by e-mail, fax, mail or order through our fully secure online bookstore.

What are my payment options?
Renouf accepts the following credit cards: VISA, MASTERCARD and American Express. We also accept cheques drawn on a U.S. or Canadian bank and money orders. No prepayment is required from customers with established accounts, including those orders they place through our online bookstore.

What are your credit terms?
Our standard credit terms for customers with established accounts are net 60-days. Subscriptions and Journals must be prepaid.

How much do you charge for shipping?
North America
For smaller orders under $200.00 the shipping charges are calculated at 8% of the order value with a minimum charge of $8.00 (U.S. or Canada). For orders over $200.00, the rates billed are based on the carrier's charges and the amount charged will depend on the weight and destination of the shipment. Exact charges are provided upon request.

Other Countries
Renouf sends shipments to destinations outside of North America by air courier. Exact charges will be provided upon request.

Expedited Shipping Services
Renouf offers 1 to 3 day courier services for most destinations located worldwide and the exact charge will be provided upon request.

How long will it take to receive my shipment?
All North American shipments are sent by ground methods. Shipping times for items that are in stock depend on the destination and can range from 2 to 7 days in continental U.S. and Canada.

Renouf stocks a wide selection of the currently popular titles that are listed on its online bookstore. Titles that are not in stock will be special ordered and the length of time will depend on the location of the publisher. For publishers located in North America it may take 2 to 3 weeks to ship your order. We bring in all our international shipments by air and for publishers located overseas, it may take 3 to 5 weeks to ship your order. Please contact us if you require a firm delivery date.

If you are in a rush for your order, our customer-service department can arrange to have your publications brought in by courier or have the publisher drop-ship your order to your location. The charges will vary and we will provide you with a quote prior to initiating the order.

What is Renouf's returns policy?
If you wish to return a publication, please contact us for instructions. Shipping costs and return shipping charges are not refundable unless you receive the wrong publication or if it is received damaged.

Does Renouf offer discounts?
Renouf provides resellers a 20% discount on most of the publications it sells. We also offer special discounts to customers who wish to purchase over 10 copies of a single publication and we ask you to contact our order department for a quote.

Problems with E-mail links
Some users with newer operating systems such as Windows 8 have reported that e-mail links either do nothing or simply open another browser window. This is usually because there is no default mail handler set on their computer. Here is a link to one site that explains how to fix this issue on Windows 8:

FAQ-Online Bookstore
Quick Search
The Quick Search feature provides you with 3 search options using the drop down list: Advanced Search
The Advanced Search feature provides you with the features listed above plus the following: Shopping Cart
If you click "Shopping cart/Checkout" in the upper right context menu when your shopping cart is empty, you are informed of this fact and have two options: (1) You can log in to be presented with the option of selecting any saved shopping carts associated with your customer profile or (2) You can continue shopping by selecting any other context menu option and add items to your shopping cart.

If you have items in your shopping cart and you wish to retrieve at a future date, simply exit the store and the shopping cart will automatically be saved as long as it is associated with a customer profile. To associate your cart with your customer profile simply log in with an existing profile or create a new on and indicate that you wwant it to be retained. You will be probably want to write down the cart ID number of any cart you may want to retrieve later. The cart ID is the number displayed in green to the right of the "Current Shopping Cart Contents" label at the top of the shopping cart view. The bookstore allows you to save multiple shopping carts and you will be provided with a list of ID numbers to choose from when you log in.

Check Out
This button is available on the shopping cart page if you have at least 1 item in your shopping cart. Clicking the "Check Out" button will move you from our menu-based shopping system and transfer you to our secure server connection where you can proceed through the 3-step checkout process. Every effort has been made to keep the procedures as straightforward as possible. Please read and follow the instructions carefully but if you run into any problems, please do not hesitate to contact us.

In the first step of the process, you will be required to log in with an existing customer profile or create a new one. A customer profile is required to proceed with the checkout process.

After you have verified your customer profile, including billing/shipping information and notification preference, click the "Continue to checkout step 2" button. This is the last chance you will have to modify the number of items in your cart. If you wish to use the same purchase order number for all the items in your cart, you will be provided with this option in Step 3.

After you have verified the contents of your shopping cart, click the "Continue to step 3" button and use the drop down box to select your checkout option.

When you select the "Renouf Account" option you are prompted for your Renouf account number (required). The last step is to click the "Finish" button and a printable copy of your order is transmitted to you.

When you select the "Credit Card" option you are prompted to provide the following required information:
  1. Type of credit card
  2. Credit card expiry date
  3. Name on the credit card
  4. Your credit card number
For added security, your credit card number, type of card, expiry date and order ID number are sent via a secure server. Unlike most online checkout systems, that information is not sent or stored with name appearing on the credit card. That information is stored separately on our fully secured server, which is only accessible to our customer-service staff when they retrieve your order using the ID number generated during the checkout process. The last step is to click the "Finish" button and a printable copy of your order is sent to you.

When you select the "Print Order for Mail or Fax" option, you are presented with a printable copy of your order which you can send us or simply use it as a reference tool when you place your order by phone.

When you use the "Contact me for payment information" option, you are presented with a printable copy of your order and an e-mail is sent to our order department alerting them that you want them to contact you.

Your other checkout option is to click the "Empty cart and exit without ordering" button and your shopping cart is deleted from our system immediately. Your customer profile is also deleted, if you indicated that you did not it retained. You are NOT presented with a printable copy of your order when you select this option.

Prices and Taxes
The prices listed on Renouf's website do not include taxes or shipping and handling charges that vary depending on the weight of the shipment and the destination of the package. A customer-service representative would be please to provide you with a quote prior to your initializing your order.

Canadian customers will be charged 5% HST on printed books and provincial tax on certain electronic products. The tax rates vary by province and we would be please to provide you with a quote prior to your submitting your order. Canadian customers with tax exempt status should enter their tax exempt numbers when creating their customer profile.

Error Messages
Most error messages you receive will probably be the result of a time out or other error messages to do with connection problems, net congestion or server loading. Errors of this type are usually beyond our control and are best resolved with patience or trying again later.

If you encounter a database error (probably reported as an "ODBC" error), please report it and including any file and line number reference to our webmaster in order to help us improve our system to serve you better. When reporting an error, please include what browser (including version) you are using.
Renouf's Privacy Policy
Visitor´s Choice
Registering on our site is optional. You may choose to sign-up for our free e-mail updating service or set-up an account that can only be accessed with a password that you have created. Credit card information is not retained under any circumstances. Upon completion of an order, you also have the option of our not retaining any of your personal information.

Renouf views the customer information that it collects as a valuable and confidential asset of which we take great care to ensure its safety. The company will not sell, trade or rent your personal information to third parties. Renouf employees and processors who have access to personal data are obliged to respect the privacy of our customers and the confidentiality of their personal data.

Cookies and Other Technologies
By accessing this site, certain anonymous information such as Internet Protocol (IP) or URL address, navigation path through the Site, along with other similar information, will be stored on Renouf’s secure server. This information is only used internally for web traffic analysis so that we can help make your shopping experience more enjoyable in the future.

Renouf does not use cookies or any other software except for the anonymous information from visits to the site as described above.

Links to Other Sites
Renouf provides links to third party websites and they may have different policies. You are encouraged to review the privacy statements of the other organizations when you visit their websites.

Please contact us if you have any other questions or concerns regarding our privacy policy.
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