General FAQs

 

Are you open? What are your store hours?
 Yes! See our hours of operation.
I placed an online order Friday evening/on the weekend/during a holiday. Why isn't my order fulfilled yet?
 We fulfill online orders during our hours of operation. We are trying to do the best we can, and we appreciate your patience.
My order was received damaged. What should I do?
Please email eshop@sfu.ca with the issue with your order and any images of the damaged item and packaging boxes. Once we review your order, we will help you with further instructions on how to exchange or refund your order as per your request.
How will I receive my Virtual Gift Card?
Once you place your order, please wait for your order to be processed. After your order is processed, you will receive a confirmation email with your gift card PIN on it. 
Could you tell me the web order pickup process?
Once your order is processed, you will receive two emails (an Order number confirmation and a Receipt). Your order can be picked up from Burnaby Online Pickup Desk within 2 hours of receiving the Receipt email. Please bring a picture ID to pick up  your order during store hours.
How do I cancel my order?
If you have already placed your order, please contact our team at at eshop@sfu.ca to request a cancellation with the order number. We will do our best to cancel the order, but if it's been shipped out, then please follow the refund procedure to return the order. You can find more information  here.
What if I need to return a textbook?
Please refer to Course Material Return Policy for details. 
What if I need to return something that isn’t a textbook?
For returns of clothing, giftware, general reading books and general merchandise: We accept returns for a full refund within 14 days of customer purchase with original receipt. Returns must be in new, unopened, unused condition with tags attached.
I received an email that one or more items on my order are backordered, what does this mean?
It means we've sold out! Don't worry, though - as soon as more arrive we'll send them to you. Your credit card will not be charged for backordered items until they arrive and are processed for your order.
How do I know if you got my order?
When you placed your order, you should have received a confirmation email. Please doublecheck with your email address and make sure to check your spam folder. 
How long will it take for my order to get to me?
You'll get an email with your tracking number directly from Canada Post and you will be able to track your package. Standard shipping can take up to 5 business days in Canada to deliver. 
Can someone else pick up my order?
Yes! Just provide the name of your pickup person in the comment section during checkout and make sure they bring a picture ID.
More questions?
Click on the live chat icon on the lower right-hand corner during store hours and our live chat agents will be happy to help you!