Can I return my product and get a replacement or refund?
Here's some helpful information on returning products. For trade orders, please view our
Returns Policy for more information.
Firstly select the type of product you have purchased and then your location to view further information.
Print Journal
Print journals are non-returnable but if you subscribed to a print journal and received an issue in a damaged state or it has defects, we can replace the issue. Please contact us below to make a replacement arrangement.
Can I receive an invoice?
All invoices are sent by postal mail, unless you request invoicing to be emailed at the time the order is placed.
Whenever you purchase a product, you will automatically receive a packing list with your shipment.
If you have not received your invoice after receiving your order and would like an electronic copy of your invoice to print, you may request one by contacting us via our
webform with the following details:
- Account number or order number
- Email address where the invoice will be sent
How do I pay for my purchase?
You can find more information on how to make the payment in the invoice you’ve received by mail or e-mail when placing an order (
show an example). Should you need to receive the invoice again, or a digital copy, contact us using one of the options at the bottom of this page.
For fastest service, you can order via our
elsevier.com store, or
US Elsevier health platform. This requires one of the below accepted credit card:
- American Express
- MasterCard
- Visa Credit/Debit
- Discover card
Please note:
- Do not submit your card details by email or in our webform, as it is not a secure way of sending this information.
- Your personal payment details are not stored in your account. You will need to enter them each time you purchase an item.
We also offer the option to submit payment via check or wire/bank transfer. Should you wish to pay with either of those options, contact us through the email button at the bottom of this page to request a price quote. The information on how to submit a check or bank transfer will be provided on the quote document.
How do I report a content error?
To help us maintain and improve our products and services, we’d like you to let us know if you notice a content error. The more detail you can give us about the error, the better. Your feedback will help us progress and provide the best possible service.
How
To report a content error open our
webform and include the following details:
- Content in a textbook: The error itself, title, ISBN, version, and page number
- Content in an online course: A screenshot of the error with the URL visible, and what steps you took to get to that page.
After we’ve received your input you will receive a confirmation and we will contact you in case we need any further details.
How do I renew my individual journal subscription?
When it’s time to renew your subscriptions, you will receive a notification via email (or by mail) providing you with the link to the renewals site along with your account and invoice number. Once at the renewals site, please enter the invoice/billing account number as provided in your email/renewal letter.
How
Follow these steps to renew your subscription:
To view the screenshots on each step, click.
- Click the link provided in your renewal reminder email or click here to get to the journal renewal platform.
- Enter the required renewal information in the relevant field as shown on this screenshot.
- Confirm your billing and shipping details.
- Accept the Terms and Conditions to go to the payment page.
- Enter your credit card details on our secured site.
After following these steps you will:
- Receive a confirmation email of your renewal request
- Receive a confirmation email once your subscription has been renewed
Alternatively if you require additional assistance, chat with us by clicking the chat button at the side of the screen or
view our list with phone numbers.
How do I place an order?
Placing an order is quick, easy, and secure.
Orders not on behalf of an institution
- Go to Elsevier Health. Make sure you select your relevant region by selecting the appropriate currency / flag in the top navigation bar.
- Find your product by either browsing through the categories or typing keywords into the search bar.
- Click on the product image.
-
Click ‘Add to cart’. You will be diverted to the shopping cart screen.
From here you can:
- Add a discount code.
- Continue searching and adding more products to your shopping cart.
- Pay by clicking ‘Proceed to checkout’.
- Remove a product in your shopping cart by clicking the red ‘X’.
- If you are not already signed in, you will be prompted to do so now.
- Enter the billing information and click ‘Continue’.
- Enter shipping information and click ‘Continue’.
- Confirm your order.
Orders on behalf of an institution
If you are
ordering on behalf of an institution please a complete a
webform and attach
this Purchase Order form using the 'File attachment' option. If your institution is tax exempt please also attach a copy of your tax exempt certificate. You will receive an email order confirmation within 48 hours.
Do I need to pay for shipping?
All
orders from individual consumers
placed on Elsevier websites are free of shipping costs.
How do I change or cancel my subscription?
To change or
cancel your journal subscription, please contact us via our
webform with the following details:
- Account number or order number
- Name and shipping address
- Journal title
It's not possible to change or
cancel your subscription to our online products such as Embase and Geofacets. At the end of your subscription you can re-order your product on Elsevier.com.
Embase subscriptions are valid for 7-30 days (depending on your purchase) and end automatically.
What can I do if I am missing a journal issue?
Elsevier partners with a variety of regional carriers to deliver items you purchase from our store. There are occasionally factors beyond our control which may delay delivery.
If your subscription copy has not arrived within the below timeframe, please contact us for a replacement by clicking any of the channels below.
Please note: If you choose to contact us via email, in the 'Contact reason' field, select 'Shipping and Delivery'. Then select 'Delivery Status' and complete the contact form.
In order for our customer support team to answer your query promptly, please provide the following information when you contact us:
- Journal Title
- Volume/Issue No.
- Address
- Society Membership/Affiliation No. (if applicable)
- Account Number
Expected Delivery Timeline for Published Journal Titles
|
Americas and Canada |
Overseas |
| Cell Press/Health Science Title |
2-3 weeks |
3-4 weeks |
Does my journal purchase include online access?
Some journals come with
online access (for example, via the Expert Consult or Student Consult platforms) which enables you to access and save full online content, images, and bookmark chapters easily.
Most journals on US Elsevier Health have online access. If your print journal subscription comes with online access you will be able to see it on the product order page in our Elsevier.com store.
How
- Search for your journal in our Journal and Books catalog.
- Click 'Purchase Subscriptions' and select 'Personal' next to your journal.
- If the journal has online access available, this will be specified on the right side of the screen.