Trusty Guarantee

Topics contained in this document

• What is the Trusty Guarantee?
• Qualifying Problems
• Trusty Service Guarantee on International Editions
• How to submit a Trusty Service Guarantee Claim

What is the Trusty Guarantee?

Qualifying Problems

• Materially Different
• You received merchandise that is defective, damaged, inaccurately described, or entirely different than the item you ordered
• Not received in a timely manner
• Your item took too long to ship or was lost in transit

Trusty Service Guarantee on International Editions

How to submit a Trusty Service Guarantee Claim

• First, you must attempt to resolve the problem directly with the seller
  If you and the seller are not able to resolve the matter, then review our guidelines for qualifying problems above
• If your claim is that the item was materially different, then your claim must be submitted within 14 (fourteen) days of the day your order was placed.
• If your claim is that the item was not received, then before we will investigate we must wait 15 (fifteen) days beyond the maximum estimated transit time for the shipping method that you chose.
  For example, if the maximum estimated transit time is 14 (fourteen) days, we will investigate a claim for a lost shipment no sooner than 29 (twenty-nine) days after the day it was shipped.
• Submit your claim in writing to TrustyGuarantee@textbooksrus.com or by using our web contact form.
  Include the following in your email
  • Your order number
  • Your ship-to address
  • The name of the seller
  • The reason you are filing your claim (e.g., either "Materially Different" or "Not Received")
    If the item has not been received, then please include any shipping information provided by the seller (e.g., tracking number(s), carrier and service used, and date shipped)
  • A brief description of the problem
  • If you received an entirely different item than the one you ordered, make sure to include the author, title, and ISBN of the item you received