Frequently Asked Questions (UK Customers)

Not in the UK? Go to information for non-UK customers.

Order and Dispatch

How can I place an order?
You can order online, by post, email or telephone. For more information, read the Order and Dispatch information.
Is there a postage charge?
Standard delivery is $6.23 per order, regardless of the number of items purchased. If your order is urgent then Fast Track delivery services are available from $9.97 per order. For more information, read the Order and Dispatch information.
What payment methods are accepted?
We accept payment by cheque, BACS and debit/credit card. Note that there is a charge for using your credit/debit card ($0.00 if paying online, or $4.36 if ordering by telephone). For more information, read the Order and Dispatch information.
How long will it take for my order to be delivered?
We aim to dispatch as soon as possible once your order has been received. Standard delivery is in 5-7 working days or you can opt for our fast track services (details above). If the items are not available, we will let you know — this is normally only the case with items with pre-order dates.
Why can't I view an inspection copy (preview) of a resource?
Most of the time you will only be able to view the resource when it becomes available for dispatch, although occasionally a draft version may be available to view. This is because the resource is being worked on by our dedicated team of proofreaders, editors and formatters — see the anticipated publication dates if this is the case.
How are the resources sent? Can I have resources electronically?
Unless stated otherwise, resources come as paper photocopy masters and include a single-site photocopy licence.
You can also order most resources in PDF format on CD for an extra 20%, or in Word and PDF (editable) on CD for an extra 50%. PDF format allows you to print the resources easily and put them on a secure VLE, and Word format allows you to edit the resources to tailor them to the requirements of your students. Prices include a single-site copy licence.
Where I can find my support files?
If the teaching resource is accompanied by support files they will be available for download on our website (a minority of resources include a CD/DVD with the resource). Access support files online at; you will also be able to see a list of the current resources your department(s) has ordered and access any free updates or addendums that apply to those resources. (The first time you will need to register your email with us, you will also need the invoice number and product ID (POD) so we can link you to your school.)
Is there a discount for multiple sites?
Yes. Each additional site pays just 50% of the invoice cost. This is subject to the order for the additional sites being placed at the same time and only applies to different sites in the same organisation.

Pre-order Items

Why are some resources listed as pre-orders?
This is because we are taking orders while the resource is being prepared for publication.
What do the dates on pre-order items mean?
  • The earlier date is the best-case scenario – the date by which we aim to dispatch the resource to you, if the resource sails through quality and similar checks.
  • The later date is given to indicate the latest date by which you should expect the resource to be dispatched.
Will the dates ever be set back?
The dates may occasionally be set back (e.g. where an external expert checker requests essential improvements to a resource and changes need to be made by an external writer). We will let you know if this happens. Be assured that we will be working as hard as possible to get the resource to you as soon as possible.
What if I need the resource before the date(s) given?
If you have a query or need a pre-order resource for a specific date sooner than those given, please email us at to let us know. We may be able to raise the priority of a resource through production cycles if several customers request it.
How can I be kept informed of when pre-order items are ready for dispatch?
You can request to recieve an email alert when a particular resource becomes ready for dispatch by clicking on the button on the web page for that product.

You can also register to recieve alerts for all new resources for your subject, by choosing a subject on the left and then completing the form on the right of the page.

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