FAQs

Account Management

How do I access my account if I forgot my password? add_circle_outline

Click the "Sign In" link and then click on "Forgot Password" to initiate the reset process. You will be prompted to enter the email address associated with your account. A link will then be sent via email, please click or copy and paste the link into your browser for you to create a new password.

How do I change my password? add_circle_outline

Log in to your account. In the "Account" section, go to the "Account Settings" tab. Enter a new password and your current password, and select "Update Details" to complete the process.

Billing and Shipping

How do I use a promotional code? add_circle_outline

If you have a valid promotional code, you will have the opportunity to enter it during the checkout process at the order summary stage. Only one promotional code can be used per order.

What payment options are accepted? add_circle_outline

Purchases can be made with a valid MasterCard or Visa credit card.

What do the different shipping statuses mean? add_circle_outline

Ships in 1–3 business days: This product is in stock and will usually ship within 1–3 business days from the date the order was placed.

Ships in 4–8 business days: This product needs to be assembled in our warehouse and will be ready to ship within 4–8 business days from the date the order was placed.

Ships in 9–14 business days: This product needs to be special ordered from the vendor and will be ready to ship within 9–14 business days from the date the order was placed.

Ships in 14+ business days: This product needs to be special ordered from the vendor and will be ready to ship within 14+ business days from the date the order was placed.

Ships in 12 weeks: This product needs to be special ordered from the vendor and will be ready to ship within 12 weeks from the date the order was placed.

Not yet published: The product has not yet been published but your order quantity will be reserved and ready to ship during the estimated time frame. Please note that publication dates are subject to change.

NOTE: Orders placed over the weekend will be entered into the system the following business day. Shipping statuses are subject to change due to product or vendor stock availability. Shipping statuses may also change from the time you add a product to your Cart or Wishlist and the time you initiate the check out process.

Why are there different shipping times? add_circle_outline

Products have varying shipping times due to varying inventory levels and product components. Some items may have lower inventory levels and we will have to bring in more to fulfill your order. Other products may include multiple components that may require some time to assemble them into the proper packaging for you. In order to keep you as updated as possible on shipping times, the shipping timelines displayed across the Nelson store are calculated based on available inventory at the time you view a particular product. Please note that shipping timelines are subject to change.

How will I know when my order is shipped? add_circle_outline

You will receive an email when your shipment has left our warehouse.

How can I track the shipment of my order? add_circle_outline

You can track your order shipment by using the tracking number provided in the shipping confirmation email. You can also log in to your account, and view your previous orders in the "Orders" tab. You can click on a previous order number, and view the associated tracking details for the particular order. 

What if my order is missing an item? add_circle_outline

If an item is missing from your order, please confirm the missing item by comparing your shipping confirmation email(s) with your packing slip(s). If your item is confirmed missing, please contact customer support

Placing an Order

How do I find out my order status? add_circle_outline

Log in to your account and click on the "Orders" tab. Click on the order number, and you will be able to see your order status, and other specific order details.

If you do not have an account, contact customer support

Products and Services

I can't find a specific Nelson product or service I'm looking for. Where can I go to get more information? add_circle_outline

For further assistance, please contact Nelson Customer Support or your Nelson Sales Representative.

Returns

How do I return a product? add_circle_outline

Nelson allows the return of active, physical products in re-salable condition within 30 days of purchase to be eligible for a refund. However, refunds are not available for items delivered electronically, including eBooks, eChapters, and Access Codes for online products.

Technical Support

Does Nelson.com use cookies? add_circle_outline

Yes. You must enable cookies in order to use the Nelson Learning at Home website.