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Purchasing FAQs
eTextbook FAQs
Sampling FAQs

 1. What's the process for purchasing and accessing a textbook?
    
    Learn more about the process to purchase and access your eTextbooks through
    this video: Watch a Video

 2. What is your return policy?
    
    You may cancel your VitalSource eTextbook purchase and request an immediate
    refund within 14 days of your initial purchase (some exclusions apply),
    provided that:
    
     * You have not viewed and/or printed, in total, more than twenty percent
       (20%) of the VitalSource eTextbook.
     * You have not yet used the access code for any online resource that may be
       included with your eTextbook purchase.
     * If you purchase a VitalSource eTextbook, request a refund, and then
       purchase the same VitalSource eTextbook again, you will not be eligible
       to request any further refunds for that eTextbook.
    
    See our Returns and Refunds page to learn more about how to refund a
    purchase through our self service tool, and to learn more about refunds for
    eResources or Bulk Purchases.

 3. Can I purchase an eTextbook if I live outside the US?
    
    VitalSource has regional stores in the United States (including US
    territories), Canada, the United Kingdom, Australia, New Zealand, South
    Africa, Germany, Ireland, Mexico, Saudi Arabia, Singapore, Spain, Peru, and
    Argentina. You may purchase from our stores provided you have a valid
    billing address in that country. Please select the store for your country by
    clicking on the flag icon in the upper right hand corner.
    
    Note: Canadian customers may purchase from our US or CA stores. However,
    some content in the US store may be restricted for sale to customers with
    Canadian billing addresses.
    
    New Zealand customers may purchase from our AU Store.

 4. What payment methods do you support?
    
    You have the option to pay via credit card, PayPal or Apple Pay. Note that
    some of our international stores will not have PayPal or Apple Pay options
    available. You may see all payment options available for each region by
    scrolling to the bottom of the page and looking at bottom right corner of
    each regional homepage.

 5. Do I have to pay sales tax on an eTextbook?
    
    It depends on the tax laws from the country of your billing address. Note
    that sales tax in the US and Canada will be applied during checkout after
    your billing address is provided. Outside the US and Canada, the GST or VAT
    is included in the price, no additional tax will be applied at checkout.
    
    United States - The amount of sales tax charged will be based on each
    state's digital goods tax laws. Not all states apply a sales tax to digital
    goods and the sales tax rates of those that do will vary by state.
    
    Canada - GST/HST will be applied based on the Province of your billing
    address. The tax rate varies between 5% and 15%. If there is a Provincial
    sales tax (for example QST), rather than HST, the Provincial sales tax will
    be applied in addition to the GST if the Provincial rate applies to digital
    goods. Our Canadian GST number is 788017119RT0001.
    
    Outside the United States and Canada, the following tax rates apply:
    
    International Tax RatesCountry TaxRate Reference IDAustrailiaGST 10%ARN
    300009028961Argentina VAT0%Germany VAT7%EU372016948 IrelandVAT9%EU372016948
    NetherlandsGST9% EU372016948New ZealandGST 15%ARN 300009028961Mexico
    VAT0%Peru VAT0%Saudi Arabia VAT15%310421739300003 SingaporeGST7% South
    Africa VAT15%4080281431 SpainVAT4%EU372016948 United KingdomVAT0%
    EU372016948

 6. Can I purchase eTextbooks in bulk?
    
    If you wish to purchase an eBook or eResource in bulk, please visit one of
    our bulk stores:
    
    AR Bulk Store
    AU Bulk Store
    CA Bulk Store
    DE Bulk Store
    ES Bulk Store
    IE Bulk Store
    MX Bulk Store
    NL Bulk Store
    NZ Bulk Store
    PE Bulk Store
    SA Bulk Store
    SG Bulk Store
    UK Bulk Store
    US Bulk Store
    ZA Bulk Store

 7. Can I purchase eTextbooks or eResources as a gift?
    
    If you wish to purchase eTextbooks or eResources as a gift, please visit one
    of our Bulk Stores. You can purchase a single quantity of any item,
    redemption codes will be emailed to you. Students will activate their
    VitalSource eTextbooks via redemption code and can view their eTextbooks
    with VitalSource Bookshelf.

 8. How do I redeem a code for a book already purchased?
    
    You can redeem a code directly in Bookshelf or by visiting our Redeem
    portal.

 9. Is VitalSource a legitimate seller?
    
    VitalSource is one of the leading providers of digital course materials in
    higher education. We are an authorized distributor for over 1,000 publishers
    and have over 1 million textbooks available for sale in our store. Nearly 1M
    students purchased from the VitalSource store in 2020. You can learn more
    about eBook piracy here

 1. What is an eTextbook?
    
    An eTextbook (also known as a digital textbook or eText) is a digital,
    downloadable version of a printed textbook. eTextbooks can be read online or
    offline through any supported device (PC, Mac, Smartphone, or Tablet running
    iOS or Android, Kindle Fire, and Chromebook). eTextbook readers have
    interactive features including highlights, notes, flashcards and read aloud
    that allow for an engaging reading experience.

 2. How do I access my eTextbook after purchase?
    
    Your eTextbooks are available immediately to you following your purchase.
    You can access your eTextbooks via a browser on VitalSource Bookshelf Online
    or through the VitalSource Bookshelf App. Note that your account and login
    credentials for VitalSource.com and VitalSource Bookshelf are the same. If
    you wish to access your eTextbooks offline, you will need to download the
    Bookshelf app, see our Support site for more information.

 3. What devices can I read an eTextbook on?
    
    Read your textbooks on any computer, tablet or mobile phone. VitalSource
    Bookshelf is compatible with both Macs and PCs as well as iOS, Android,
    Kindle Fire, and Chromebook devices.

 4. Can I access my eTextbook on more than one device?
    
    Yes. You will be able to download and access your eTextbook onto 2 computers
    AND 2 mobile devices using the Bookshelf app.

 5. Do I have to be connected to the internet to read my eTextbook?
    
    No! You can access 100% of your eTextbooks without an internet connection.
    To access your eTextbooks offline, you will need to download the Bookshelf
    app onto your computer, tablet or mobile device. To download the Bookshelf
    App, visit the Support Site.

 6. Who do I contact for technical and account support issues with VitalSource
    and/or Bookshelf?
    
    VitalSource Customer Support is available 24/7 year-round to accommodate
    your schedule. Contact us at support@vitalsource.com.

 7. What format are eTextbooks available in? What is the difference between an
    ePub and a PDF?
    
    There are two formats of eTextbooks sold in the VitalSource Store, including
    Reflowable and Fixed Layouts.
    
    A Reflowable Textbook, is also known as an EPUB. The text is responsive, so
    the font size can be easily adjusted no matter the size of the screen. These
    books conform to EPUB 3 industry standards.
    
    A Fixed Layout Textbook is also known as a PDF. The fixed layout textbook
    maintains the look and feel of a bound book—the text is fixed and the screen
    size determines the size of the text.
    
    Both types of eTextbooks support a wide range of features, including notes,
    highlights, text to speech, printing, syncing across devices, and more.
    
    
    
    For more information on these formats, see our Support Site

 8. Can I print my eTextbook?
    
    Restrictions around the use of copy & paste and printing are set by the
    publisher on a title by title basis.

 1. I requested a copy but haven't received any information since then; what
    steps do I need to take to get access to the title requested?
    
    The publisher of the title you have requested is reviewing your information
    and verifying that you are an instructor before they will grant you access.
    Each publisher's verification process is different and may vary in the
    length of time it takes to approve or deny your request. Once they have
    vetted the information you provided, you will receive notification. If you
    do not receive any notification, or if you have been denied in error, the
    best course of action is to reach out to your publisher sales rep so they
    can expedite getting your account verified and active.

 2. I was sent a recommendation by a publisher and when I logged in and created
    my Bookshelf account, there were no titles on my "Recommendations" tab and I
    was not able to sample any titles — why?
    
    When signing into or creating a new account in the Sampling portal, it is
    important to ensure that you are using the same email address that the
    publisher used to send you the recommendation. If the account you created is
    using a different email address, you will not be automatically verified, you
    will not see any recommendations, and you will not be allowed to sample
    because the email address you used is invalid. If you have created an
    account in error, or have two accounts that you need to merge, please
    contact VitalSource customer support.

 3. How long will I have access to the title I have sampled?
    
    The default duration for sampling is one year of access whether you are
    using our downloadable apps or online-only access. At the end of the year,
    you have the option to renew the license in the Sampling portal.

 4. How do I remove a title from "My Library"?
    
    Educators are unable to remove titles from their library via the portal.
    Please contact VitalSource support to have a title removed.
    
    

 5. I have titles in my Bookshelf account that do not show when I log into the
    Sampling portal — why?
    
    The VitalSource Bookshelf app will display all active titles that are
    associated with your Bookshelf account. The Sampling portal will show only
    the titles that you have actively sampled via the portal on your "My
    Library" tab. In addition, the portal displays any recommendations that have
    been sent to you from our participating publishers.


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