How long do I have to wait before I can receive the books I ordered.

Once orders are submitted, it will be processed within 24 hours after which it will be shipped out to you via express mail services. Generally, shipping to Asia Pacific will take between 7-10 working days.

How can I change my shipping and/or billing address?

In order to change your address details, please log into through "My ACCOUNT" & go to "My Settings" at the top right of the screen. You can make the necessary adjustments to your account settings including updating your shipping & billing addresses.

If you would like to change these details while waiting for your product to be delivered to you, kindly Contact Us so that we can ensure that your title (s) gets shipped to the correct address.

How can I track my delivery?

You can track the status of your delivery by clicking on "MY ACCOUNT" at the top right of the screen after logging in. You can view the various status of your order under "Recent Orders"

How can I reset my Login and/or Password?

If you have forgotten your Username or Password, please select either Forgot your Password?' when clicking on 'Login' at the top right of the screen to kick start the password recovery process. You will be prompted to provide your email address after which your password details will be emailed to you directly.

If you encounter further problems with your login & passwords, please Contact Us.

How do I make changes to my account details?

You can make changes to your account details by logging in and visiting the ‘My Account’ section at the top right of the home page.

If you wish to change your account information you will need to log into your account on the site with your email and password. Once signed in, you can make the changes you need.

I received the wrong product. What can I do?

In the event that you have received the wrong item from the order that you had placed initially, please Contact Us for rectification.

What is the mode of delivery?

We ship via Express Mail services through carriers like DHL, Fedex & UPS. Currently Elsevier Asia Bookstore only ships to the following countries

• Bangladesh
• Bhutan
• Brunei
• Cambodia
• Hong Kong
• India
• Indonesia
• Japan
• Laos
• Malaysia
• Mongolia
• Myanmar
• Nepal
• Pakistan
• Philippines
• Singapore
• Sri Lanka
• Thailand
• Timor-Leste
• Vietnam

If you are based in Australia or New Zealand, please visit www.elsevierhealth.com.au.

If you are based in Taiwan, please visit www.elsevier.tw

If you are based in Korea, please visit www.store.elsevierhealth.com/kr

What are the delivery costs to my country?

Elsevier Asia Bookstore currently offers free shipping across Asia Pacific, valid for purchases made on www.store.elsevierhealth.com.

What countries do you ship to?

Elsevier Asia Bookstore ships to all countries across Asia Pacific with the exception of Australia, New Zealand; (see www.elsevierhealth.com.au) Taiwan (see www.elsevier.tw) and China.

How can I cancel my order?

Elsevier Asia Bookstore allows changes in orders on a case by case basis. Please Contact Us if you require any assistance to change/ cancel orders that have already been submitted.

I have not received my order. What action do I need to take?

Upon submission of your order, it generally takes 7-10 working days for the order to be delivered to you. If you have not yet received your order, please log in & check your order status in the ‘Recent Orders’ section located in ‘Manage Account’ at the top right of the page.

Sometimes, delays in shipping can be due to titles not being available at the time of ordering. As such, a backorder will take place under the following circumstances: -

• Pre-orders/ Not Yet Published – these titles have not been published on the day of order and will be dispatched as soon as its available after the Published Date. You can reconfirm the Published Date on www.store.elsevierhealth.com
• Only to Order titles – usually imported from the USA or UK if they are not in stock. Delivery for Only to Order titles can take up to 6-8 weeks.
• Print-on-Demand – may take at least 7- working days before becoming available for delivery.
• Titles that go out of print during the time of the order. In this case, your order will be cancelled the title will be removed from the website.

Please note though that your credit card will only be charged when the book/s are ready to leave our warehouse.

Please Contact Us if you are still not unable to track the status online.

What do I have to do if I ordered the wrong product?

If you have completed the order and paid the product, then please Contact Us as soon as possible. To further expedite this, please email to [email protected] with subject line HS APAC Bookstore: My Order in your email subject header or submit your enquiry on Twitter @ElsevierASIA using Hashtag "#My Order" to expedite your enquiry.

Why do I get charged $1 authorisation fee

Some titles will require a $1 authorisation fee to be deducted first upon the submission of the order. This is a common authentication process undertaken by the payment gateway. Once the order has been approved & shipped, the balance of the cost will be deducted for full payment of the order.

Is my order secure?

Elsevier makes use of a secure payment gateway to process all orders. We also adhere to a strict Privacy Policy when handling your details you provide us during the order.

What books can I purchase on Elsevier Asia Bookstore?

Elsevier Health Medical Bookshop offers over 5,000 titles across disciplines that include Medicine, Dentistry, Allied Health, Nursing and Midwifery as well as Veterinary over some of the most established imprints in the Healthcare arena today including Saunders, Mosby and Churchill & Livingstone. You can also choose to purchase your books in either hard copy of eBook formats.

Can I pre-order any titles from Elsevier Asia Bookstore?

You can pre-order titles online from Elsevier as far as 6 months ahead of the scheduled published date. Titles available for Pre-Order will be indicated as such on their respective product page.

Can I still place an order for titles that are currently not available on the Elsevier Asia Bookstore?

If titles are temporarily unavailable, we will place your order as a Back order. We will then inform you once the title has been made available again & process the order from there. Your credit card will not be charged until the title is released & shipped to you.

For any other titles that are not listed on the Elsevier Asia Bookstore please kindly Contact us or get in touch with the sales representatives in our local offices instead.

I had forgotten to include my Promotion code before submitting my order. Can i still enjoy my discount?

Please Contact us to review your order. Alternatively, please submit your enquiry on Twitter @ElsevierASIA using Hashtag "#My Order" to expedite your enquiry.

How long should I expect to hear from Elsevier?

You should expect to hear from us within 1 working day. To further expedite this, please email to [email protected] with subject line HS APAC Bookstore: My Order in your email subject header or submit your enquiry on Twitter @ElsevierASIA using Hashtag "#My Order" to expedite your enquiry.

Why isn’t my Promotion code working?

Most promotion codes are valid for a limited time period only. One of the main reasons why promotion codes do not work is due to the fact that the code could have possibly expired. Kindly review the terms & conditions of the promotion that will detail the expiry date. Failing which, please Contact Us

Can I get a discount with my purchase?

Discounts on the site are extended under 2 circumstances: -

1. When there is a store wide campaign enabling customers to purchase titles on the site for a discounted price. These events are usually extended to all and will not require a discount code to exercise the discount.
2. Targeted marketing campaigns targeting a group of customers for a limited period of time. Discount codes will be extended various marketing channels for a limited period of time. When a discount code is required, please click on "Edit Cart" or "Shopping Cart" to input your discount code before clicking "Apply Coupon"

What does it mean when it says "Available in Online & Print"

Some titles sold through Elsevier come with online access (via Expert Consult or Student Consult) which enables you to access and save full online content, images, bookmark chapters easily. To activate this access, please key in the unique code found in the inside your book.

Some titles are also published as eBooks in PDF, VitalSource and Pageburst formats. The various e-formats are indicated on the respective product page of each title. If you purchase an eBook, an access code will be emailed to you within 24-48 hours upon successful purchase.

Can I return my book and get a refund?

You may return hard copy books within 30 days from the invoice date for a full refund. Items must be in saleable condition and the following needs to be enclosed.

• Invoice Number
• Title(s) which you are returning
• The quantity which you will be returning

Please Contact us to review this request. There will not be any refunds for eBook purchases on Elsevier.

I would like to request for an inspection copy. How do I do that?

A complimentary copy and/ or instructor resource request for textbooks will be made available to bona fide instructors. Kindly Contact Us or contact the local sales offices directly with your request.

What Credit/Debit cards do Elsevier accept?

Elsevier Asia Bookstore currently accepts credit card/ debit cards from the following merchants:

• American Express
• Mastercard
• Visa Credit/Debit

Will I still be able to purchase a title if despite not having a valid credit card?

Please Contact Us if you do not own a credit card. To further expedite this, please email to [email protected] with subject line HS APAC Bookstore: My Order in your email subject header or submit your enquiry on Twitter @ElsevierASIA using Hashtag "#My Order" to expedite your enquiry.

How do I make a purchase on your site?

After browsing through our site and finding a product that you wish to purchase, you will then need to click on the ‘Add to Cart’ button where the item will be added to your shopping cart. To purchase with Elsevier Health Science Medical Bookstore, you can either choose to register an account with us or checkout as a Guest.

Once you have finished adding your items to your cart, you can proceed to checkout by clicking on "Proceed to Checkout". If you have a discount code which you would like to use, please click on "Shopping Cart" to input the code before clicking on "Apply Coupon"

The checkout process involves 3 simple steps: -

1. Confirming your billing & shipping address
2. Inputting your credit card payment details
3. Reviewing your order before confirming purchase.

If you have any further problems ordering please do not hesitate to Contact Us.

How do I install & use my eBooks?

We offer 3 different eBook formats on sale on this website. Please refer to the links below to reference their respective installation guides.

1. VitalSource
2. Adobe/EPUB
3. Pageburst

What do I do if I have problems with installation?

If you run into any problems with Installation, please Contact Us

Are your books restricted by any DRM or other software?

Yes, our books are protected by industry-standard DRM software from Adobe or VitalSource to protect against unauthorized reproduction and distribution. However, you may still use the book on up to 3 different devices at one time, print, copy text, and can re-download your purchase for a period of 24 months from purchase.

Does your store offer eBooks in Amazon Kindle format?

We have a wide range of titles available for the Amazon Kindle, but these can only be purchased directly from the Amazon website – please visit the Amazon Kindle Store to order.

Can I get a refund on my eBook purchase?

Unfortunately, we are unable to fulfil a refund request on eBook purchases. As such, we would encourage our customers to verify carefully that you a purchasing the title you require, and in a version that is compatible with your reading device.