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Customer Service Frequently Asked Questions

Ordering

• How can I order from SAGE?
  
  

  1. Phone 800-818-7243 805-583-9774	Fax 800-583-2665 805-499-0871	Internet www.sagepub.com	Email order@sagepub.com
     A customer service representative is always available: Monday through Friday 6:00am - 5:00pm PST
     Contact your Sales Manager

  
  
• What payment methods can I use?
  
  
  1. • Pay Your Invoice Online with Visa, MasterCard, Discover, or American Express
     • Prepay when you order online with Visa, MasterCard, Discover, or American Express
     • Checks payable to SAGE via mail only to the address below.
     • Purchase Orders: The actual purchase order must be submitted via fax or mail to:
       

       Mail:	SAGE Publications 2455 Teller Road Thousand Oaks, CA 91320
       Fax:	805-499-0871 or 800-583-2665

  
  
• How can I change my order?
  
  
  1. Contact Customer Service at 800-818-7243 or 805-499-9774
  
  
• Can I request rush shipping?
  
  
  1. In most locations, you can request rush shipping; however, please be advised that expedited orders are processed the same day only if received by 10 a.m. PST, Monday through Friday. Orders are shipped Monday through Friday only. Prices are subject to change. Please call Customer Service for additional information at 800-818-7243 or 805-499-9774.
  
  
• What do you charge for online shipping?
  
  
  1. Please note: These prices apply to those customers paying for their purchases online only, and do not necessarily apply to those customers paying for their purchases with a purchase order. For orders with a PO Box ship-to, USPS Priority Mail is the only available option.
     
     

     Ship-To Address	Shipping Method	Price for 1st Book	Price for Each Additional Book
     U.S. Domestic	USPS Priority Mail	$9.00	$3
     	UPS Ground	$5.95	$1
     	UPS 2nd Day Delivery	$8.95	$4
     	UPS Next Day Delivery	$17.95	$5
     Canada	UPS Standard	$11.95	$2
     	UPS Express (2-5 day)	$24.95	$5
     Mexico	UPS Express  (2-5 day)	$24.95	$5
     Central America South America	UPS Worldwide Expedited (2-5 day)	$49.95	$5
     Caribbean	UPS Worldwide Expedited (2-5 day)	$39.95	$5
     U.S. Territory Information
     Puerto Rico	USPS Priority Mail	$9.00	$3
     	UPS Ground	$5.95	$1
     	UPS 2nd Day Delivery	$14.95	$4
     Guam	USPS Priority Mail	$9.00	$3
     	UPS Worldwide Saver (2-5 day)	$39.95	$5
     U.S. Virgin Islands	USPS Priority Mail	$9.00	$3
     	UPS Worldwide Expedited	$34.95	$5
     American Samoa	USPS Priority Mail	$9.00	$3
     Federated States of Micronesia	USPS Priority Mail	$9.00	$3
     Midway Islands	USPS Priority Mail	$9.00	$3
     Expedited orders (Next Day, Second Day, Express, and Worldwide Expedited) are processed the same day if received by 10 a.m. PST, Monday through Friday. Orders are shipped Monday through Friday only. Prices are subject to change. Please call Customer Service for additional information at 800-818-7243.

  
  
• What do you charge for shipping for Purchase Orders and offline orders?
  
  

  1. Shipping Method	First Item	Each Add'l Item	Ship-To Address
     Ground Parcel Shipping	$5.95	$1.00	USA and Puerto Rico
     Canadian Ground Parcel	$11.95	$2.00	Canada only
     Expedited orders (Next Day and Second Day) are processed the same day if received by 10 a.m. PST, Monday through Friday. Orders are shipped Monday through Friday only. Prices are subject to change. Please call Customer Service for International Prices or expedited shipping prices at 800-233-9936.

  
  
• Where do you charge tax?
  
  
  1. We charge tax based on the current tax rate for the ship-to address for those customers in the following states:
     • Alabama
     • Arizona
     • California
     • Colorado
     • Connecticut
     • Florida
     • Georgia
     • Illinois
     • Indiana
     • Maryland
     • Massachusetts
     • Minnesota
     • New Jersey
     • New York
     • Ohio
     • Pennsylvania
     • Rhode Island
     • Texas
     • Vermont
     • Virginia
     • Washington
     • Washington D.C.
     • Canada:
       13% HST for the provinces NB, NL, NS
       5% GST for AB, BC, MB, NT, NU, ON, PE, QC, SK, YT
  
  
• How is my discount applied?
  
  
  1. When you enter a Promotion Code in the shopping cart that is valid for a discount, you will see the final amount reflected in your cart. For any questions regarding your order, please contact Customer Service at 800-818-7243 or 805-499-9774 .
  
  
• Can I track my order?
  
  
  1. Contact Customer Service at 800-818-7243 or 805-499-9774 for information about orders in process.
  
  
• What if I have a problem with an order?
  
  
  1. Contact Customer Service at 800-818-7243 or 805-499-9774 .
  
  
• Can I return my order?
  
  
  1. • General Returns Policy
       Individuals have sixty (60) days from the date of purchase to return items in saleable condition. Return freight charges are the responsibility of the customer. Freight collect shipments will not be accepted. For your protection, we recommend using a traceable shipping method or insured Parcel Post.

       Review Copies
       Must be returned in saleable condition. Return freight charges are the responsibility of the customer. Freight collect shipments will not be accepted. For your protection, we recommend using a traceable shipping method or insured Parcel Post.

       Journals
       Nonreturnable

       Software, CD and Video
       Returnable only if unopened
       

     • Return Policy for College Stores, Retail Bookstore and Wholesalers
       Authorization: No prior authorization is required.
       
       Requirements: All returns must be in their original and/or unopened sealed condition. Returns will be accepted for the life of the edition and up to 180 days after declared out of print. The original invoice number on which the products were purchased and the reason for the return must accompany all returns.
       
       Claims:Products received damaged must be reported to SAGE Publications within 30 days of delivery.
       Claims Department Phone: 800-818-7243 x7278
       Claims Department Fax: (805) 498-9456
       Email: books.claims@sagepub.com
       
       Nonreturnable Products: Video-audio tapes, opened (broken seal) multimedia, including software in the form of diskettes, CD-ROMs, or purchases made on a nonreturnable basis are nonreturnable. Items returned damaged will not be issued credit. Customers will be notified of damaged returns and have the option of requesting that the damaged product be returned to them, at their expense.
       
       Return Address:
       SAGE
       Returns Dept.
       2590 Conejo Spectrum St
       Thousand Oaks,  CA  91320
       
       Freight Charges:Return freight charges are the responsibility of the customer. Freight collect shipments will not be accepted. For your protection, we recommend using a traceable shipping method or insured Parcel Post
       
     
     
• PUBNET
  
  
  1. SAGE Publications, Inc., is a trading partner with PUBNET and is ready to set up SANs for college stores, retail bookstores, and wholesaler customers. Please contact Sage's PUBNET Coordinator at 800-818-7243, or via email at EDI.CustSvc@sagepub.com. PUBNET orders can be processed as soon as SAN #s are in place for existing customers. New customer records will receive expedited attention. Sage's SAN is 204-7217
  
  
• Out of Print Notification
  
  
  1. Find our Out of Print notification for titles out of print through the preceding month.
  
  

Searching Online

• How can I search the SAGE web site?
  
  
  1. You can search our web site in several different ways:
     Use the search box:
     • By ISBN (including the expanded ISBN or "catalog number" you'll find in our mail pieces and emails)
     • By Author Name
     • By Book Title
     • By Keyword
     Use our subject area menus on the left side:
     • The "Browse by Topic" drop-down: These dig deep into our subject-specific catalog and are the most likely to bring back multiple results on a single topic
     • Use our "Popular Search" menu on the left side: These are common subject areas in which you, our customers, purchase books.
  
  
• Can I narrow or broaden my search?
  
  
  1. Yes, you can.
     At the top of the page, your search results will have links to "All", "Bestsellers", Forthcoming", or "Available" products.
     
     Also, try narrowing your search by using more words (e.g., "John F. Kennedy" instead of "Kennedy").
     Try broadening your search by using fewer words (e.g., "Kennedy" instead of "John F. Kennedy").
     
     Additionally, use the "Browse by Topic" drop-down menu on the left-hand side to broaden or narrow your subject-specific searches. The deeper you delve into our subject catalog, the more specific your results.
  
  
• Can I sort my search results?
  
  
  1. Yes, you can.
     Click on the name of the following columns in your search results to sort on that column: Title, Lead Author/Editor, Pub Date.
  
  
• My search returns no results. Help!
  
  
  1. If your search returns no results, try the following:
     • Make sure all words are spelled correctly.
     • If you used a numeral in your title search, try spelling it out (e.g., "two" instead of "2", and vice-versa).
     • If you used an ampersand (&), try removing it from your search altogether or replacing it with "and".
     • If you used a hyphen, try removing it, or vice-versa. SAGE frequently hyphenates words like brain-based and brain-compatible.
  
  
• Can I search your catalogs online?
  
  
  1. Yes, you can.
     Currently our catalogs are available in PDF format, which is searchable. We'll soon have new catalogs online which are fully searchable and linked. View our online catalogs.
  
  

Why should I create an account?

• It's easy.
  
  
  1. Simply go to My Account and fill in your information. That's it.
  
  
• You'll receive special offers.
  
  
  1. We'll send you special offers and discounts just for online users.
  
  
• Let us know your areas of interest.
  
  
  1. We can be sure to send you only the information that you want if you tell us what areas in education are of most interest to you.
  
  
• Ordering is quick and easy.
  
  
  1. By saving your information in an online account, when you purchase a book, all of your information is already in the system. Simply tell us which address to send your books to rather than re-enter the same information each time.
  
  
• Save your institution and course information.
  
  
  1. By saving your institution and course information, requesting a complimentary review copy or a 60-day exam copy is much faster. Simply tell us the expected enrollment, and the term for which you're considering the book, and you're all set!
  
  
• Is my personal information secure?
  
  
  1. Yes. We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input. We reveal only the last four digits of your credit card numbers when confirming an order.
  
  

Ordering for school districts or in bulk.

• How do I contact my Sales Manager?
  
  
  1. Find your Sales Manager and their contact information here.
  
  
• Do you offer volume discounts?
  
  
  1. Yes, we do. Please contact your Sales Manager for a quote.
  
  
• I have tax exempt status. Can I still order online?
  
  
  1. Unfortunately, our web site does not yet support ordering for customers with tax exempt status. Please contact your Sales Manager or call Customer Service at 800-818-7243 or 805-499-9774.
  
  

Translation and Subsidiary Rights

• Who should I contact for translation and/or subsidiary rights inquiries?
  
  
  1. For Translation and Subsidiary Rights inquiries, please contact:
     Anna Termine
     SAGE Publications
     2455 Teller Road
     Thousand Oaks, CA 91320
     Telephone: 805-410-7713
     Fax: 805-375-1718
     email: anna.termine@sagepub.com
     
     Please note that we will only accept inquiries from publishing companies and agencies.
     More detailed information »

Permissions

• How do I request permission to use SAGE content?
  
  
  1. For information about our permissions policies, please read further.
  
  
• I'm a SAGE author. How do I obtain permissions for my work in progress?
  
  
  1. Information for authors seeking permissions for use in their own work can be found here.
  
  

Information for Authors

• I'd like to submit a manuscript. Who do I contact?
  
  
  1. Information about publishing with SAGE can be found here. To contact an editor in your area of expertise, please contact the relevant member of our editorial team.
  
  
• Do you have a ready-to-use document outlining your manuscript guidelines?
  
  
  1. Yes, we do. You can download our Manuscript Guidelines here.
  
  
• I'm already a SAGE author. How do I contact my editor?
  
  
  1. Editorial contact information can be found here.
  
  
• I need information about obtaining permissions to use in my work in progress.
  
  
  1. All the documentation that you need, including Permission Guidelines, Quick Reference Guides, Permission Request Forms, Permissions Log, and Checklists, can be found here.
  
  

Faculty Review Copies, both Complimentary and 60-Day Examination, and college textbook information required by the Higher Education Opportunity Act (HEOA)

• Where do I find textbook information required by the HEOA?
  
  
  1. We are pleased to provide Higher Education Opportunity Act (HEOA) college textbook information to assist faculty with course adoption consideration. This information may be found as a separate tab on the product page of each college textbook. For information on the HEOA, please go to http://ed.gov/policy/highered/leg/hea08/index.html.
  
  
• Who is eligible to request a review copy?
  
  
  1. Currently, only faculty at 2- and 4-year higher education institutions are eligible to request a review copy online. If you are not a faculty member at a higher education institution, you may still be eligible. Contact your sales manager to further explore this option.
  
  
• How do I request a review copy online?
  
  
  1. Complimentary review copies or 60-day exam copies are available for most SAGE products to qualified faculty at 2- and 4-year higher education institutions. Where available, a Review Copy icon is located underneath the red Add to Cart button on each product page. Clicking on the Review Copy icon will add the product to your review copy cart and begin your request process. Please note that we will request a billing address, but not a credit card number for any 60-day exam request. 60-Day Exam Copies are subject to invoice at the culmination of the examination period, and therefore require that we request a billing address for invoice. Complimentary Review Copies are just that, and require no billing information.
  
  
• What is the difference between a Complimentary Review Copy and a 60-Day Exam Copy?
  
  
  1. Complimentary Review Copies are just that - free, and are yours to keep once you have completed your review.
     
     60-Day Examination Copies are yours to review for 60 days. At the end of the review period, you can return the book to us; keep the book and pay the invoice; or adopt the book for your course, and it is yours to keep as a desk copy.
  
  
• Where can I get more information about ordering review copies and about your policies?
  
  
  1. Detailed instructions and a copy of our policies can be found here.
  
  
• I don't want to order online. What do I do?
  
  
  1. You can request a review copy by calling Customer Service at (800) 233-9936 or (805) 499-9734, or contacting your sales manager.
  
  
• I've made my adoption decision. Now what?
  
  
  1. We appreciate that you've considered our book for your course. Please let us know if you'll be adopting it for use. The easiest way to do this is by going to your account at your convenience, clicking on the "Review Request" link, and letting us know directly.
     
     
• Where do I find textbook information required by the HEOA?
  
  
  1. We are pleased to provide Higher Education Opportunity Act (HEOA) college textbook information to assist faculty with course adoption consideration. This information may be found as a separate tab on the product page of each college textbook. For information on the HEOA, please go to http://ed.gov/policy/highered/leg/hea08/index.html.
  
  

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