Frequently Asked Questions

Click a question to view the answer.

General Questions

• What is follettbooks.com?

  follettbooks.com is a business-to-business web site for our bookstore customers in the higher education market. The web site enables these bookstores to:

  • Order and sell books to Follett

  • Access the Follett Blue Book

  • Browse an extensive publisher database

  • Learn about the products and services offered by Follett

  • View current information concerning their business with Follett

• What time is the site available?

  The web site is available for viewing 24 hours a day, 7 days a week. You can check on the availability of titles and services at any time, day or night. Orders however, can only be placed during regular business hours as outlined below.

  Ordering is available:

  • Monday—Friday: 6:00 AM—10:00 PM Central Time

  • Saturday—Sunday: 6:00 AM—4:00 PM Central Time

• I am unable to access follettbooks.com. What should I do?

  To Access follettbooks.com:

  1. Close all Internet browser windows (sessions).

  2. Open the browser again and enter the following Internet address: www.follettbooks.com

  3. Press the Enter key, or click Go in the browser address bar.

  4. If follettbooks.com does not load, use URL: http://www.follettbooks.com/index.jsp 

  5. If you still can't see the site, call customer service @ 1-800-262-3316.

• Is the follettbooks.com site different depending on whether or not you log in?

  Yes.

  Someone who has not logged in will not have full access to all of the information and functionality of the site.

  This includes:

  • Ordering books

  • Creating packing lists

  • Viewing the buyback promotional materials

  • Viewing account and contact information

• Who can register on the Faculty page?

  The Faculty tab is intended for higher education faculty members only. Faculty members may register by clicking the link: register with facultyONLINE right now!  Once registered, the faculty member will have access to the information included in the facultyONLINE database.  Exceptions are at the discretion of facultyONLINE, not Follett.   

  Note: Faculty members do not need a user name and password for follettbooks.com. They can access the Faculty page as a guest.

Account Questions

• How do I obtain a user name, and password and account number?

  Click the New Customers link under the Login box on the Home screen. Enter the required information and click Submit. It generally takes 24-48 hours to verify your information, at which time you will be notified by e-mail.

  - or -

  Contact Customer Service at cs@fheg.follett.com or 1-800-262-3316.

• I forgot my user name and/or password. How do I retrieve them?

  User name

  Contact Customer Service at cs@fheg.follett.com or 1-800-262-3316.

   

  Password

  Click the Forgot My Password link under the Login box on the Home screen. Enter the required information and click Submit.

• I forgot my account number. How do I retrieve my account number?

  Click the My Store tab, and click Contact Information.

  - or -

  Contact Customer Service at cs@fheg.follett.com or call 1-800-262-3316.

• May I have more than one user name and password for the store?

  Yes.

  The store manager, or primary account holder, may request up to 3 additional unique user names and passwords.  Requests should be e-mailed to cs@fheg.follett.com.  Once the additional user names and passwords are received, new users will have to register the first time they visit the site.

• What if my address information is incorrect on the website?

  You may continue to create an order or packing list. 

  1. Click the My Store tab.

  2. Click Ship to/Bill to Information.

  3. Enter the updated information.

  4. Click Confirm.

  5. Click Confirm again.

Ordering Books Questions

• I am trying to order books but am unable to continue, can you help?

  Yes.

  First, make sure you are logged in. If you are, and still cannot complete your order, contact Customer Service at cs@fheg.follett.com or 1-800-262-3316.

• How long are orders in Order History?

  Order Type…	Viewable Up to…
  Open Orders	2 hours (Then their status changes from Open to Expired.)
  Confirmed Orders	180 days
  Expired or Cancelled Orders	24 hours

   

• May I add an order to a pack and hold date? May I establish a new date?

  • Yes.  If a pack and hold date is already established, you will have the option to add orders to pack and hold dates when selecting shipping method.

  • Yes, if dates are available, you are able to establish a new date.

  Note: Confirmed orders cannot be consolidated into one order during the day.

• What should I do with an order where no books were supplied for any of the titles requested?  Should I cancel it or let it expire?

  Please cancel the order, rather than letting it expire after 2 hours.

• Can I change the Ship-to address? Bill-to address?

   Yes.

  1. Click My Store.

  2. Click Ship to/Bill to Information.

  3. Enter the new ship to/bill to address.

  4. Click Confirm.

  5. Click Confirm again.

• Once an order is confirmed, may I still cancel it? Add a purchase order number? Change the shipping method? Change a pack and hold date?

  Yes and no.

  Depending upon the request, and where in the fulfillment process the order is when we receive the call, we may or may not be able to accommodate the request.  As always, we will do our best to meet your needs.

  Contact Customer Service at cs@fheg.follett.com or 1-800-262-3316.

• Once a web order has been confirmed, what is the commitment to shipping the order?

  The shipping commitments are the same whether an order is placed over the web, by phone, fax, or sent electronically.

  Note: As a general guideline, air and parcel orders received prior to 3:00 PM CT will be regularly shipped the same day.  Larger orders will be shipped within 24-48 hours.

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