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Customer Help

Non-Tech Return Policy

If you are not completely satisfied with any product, we will gladly replace it or refund the purchase price of the item.
A non-text item may be returned any time as long as it was purchased from a University Book Store location or website and is in saleable condition. Returns without a receipt will be refunded at the lowest price ever sold and credited to a University Book Store gift card. See associate for details.
Please do the following:

  • Items must be in new condition w/original packaging & accessories.
  • Circle the item(s) on the packing list and note whether you want an EXCHANGE or CREDIT.
  • If an exchange, please make note as to what Size and/or Color you want.

Tech Return Policy

Tech items may be returned within 15 days only with receipt and in new, saleable condition, complete with all packaging and pieces.
Unopened product will be refunded in full and opened product will be subject to a 15% restocking fee, with the following exceptions:

  • Open Batteries, graphing calculators, in-ear headphones, ink/toner, printers, and storage devices are not returnable.
  • Special Order and sale items are generally not returnable- ask for details before purchasing please.
  • Defective items may require warranty processing or may be exchanged for the same item after verified defective, per manufacturer and store policies.

Purchases may be returned to any of our stores with the packing list or send returns to:

The University Book Store
ATTN: WAA Returns Department
4509 West Beltline Hwy
Madison, WI 53711

Credit card purchases will be credited to the charge card used for the initial purchase. If the purchase was made with a personal check, we will issue a check.

Download Return Label

The customer is responsible for the cost of shipping the return to us. If an exchange is requested the University Book Store will ship the replacement item(s) Ground Shipping at no additional cost. Credit card purchases will be credited to the charge card used for the initial purchase.

Clearance Item Policy

You will not be charged for your order until the order ships.
We search for clearance items at each of our 5 locations so it may take longer for those items to be pulled. If you are placing a Next Day Air or 2nd Day Air order the order processing time will be delayed while we check all of our locations for the discontinued item.
If we don't find the item, your order packing slip will show it as "Discontinued" and you will not receive that item.

Online Catalog FAQ

Q: Why is there a $1 charge on my card.

  • When you place an order, a $1 charge is made to your card and then is voided.
  • Your card will be charged when your items are packed and shipped.
  • If an item is backordered, your card will be charged for that item when it is packed and shipped. No extra shipping will be charged.

Q: How do I exchange or return a gift I received from your store?

If you are looking to do an exchange (or credit) the returned item(s) must be in as-new condition with original packaging, tags and accessories*. For an exchange please include a note with your contact information and the exchange item letting us know the size you want. If you are looking to exchange for a different item just state the item you are looking for using the product number from our web site. If the price is different we can work out either additional payment from you or a credit for you for the difference. If you want to return the item for credit we will send you a University Book Store Gift Card with an amount equal to the returned item on it. The gift card can be used to purchase on our online site or in any of our retail stores. Send the return to:

University Book Store
4509 W Beltline Hwy
Madison, WI 53711

Please make sure to include YOUR contact information. Either a phone number or email address.

The customer is responsible for the cost of shipping the return to us. If an exchange is requested the University Book Store will provide Ground Shipping for the replacement item(s).

Email: [email protected] Phone: 800-993-2665, extension 5997
* Item(s) must be returned in appropriate shipping package. If any item is damaged, or if clothing is badly wrinkled, due to improper packaging they will not be eligible for a refund or exchange. Tags may be removed from item(s) but must be included with the item(s).

Q: What if there is a problem with my order?

If you receive an incorrect, damaged, or defective item or the wrong order, please contact our Online Sales Department. Either email us at [email protected] or call us at 800-993-2665, extension 5997. We will work with you to resolve the problem as soon as possible.

Q: Why do I have to enter my credit card information if I am using a gift card that covers the cost of the order?

A credit card is required for all orders. When an order is placed on our system no payments are collected until we actually ship the order. Our system does check with your credit/debit card provider to make sure that there are sufficient funds available to cover the total amount of the order (your financial institution might list this fund check with a “Pending” notation). That happens even if you have entered a gift card with a balance that covers the entire cost of the order. When your order is shipped our system will apply the gift card first. If that covers the total amount of the order your credit/debit card will not be billed anything. If the gift card covers a portion of the order total your credit/debit card will be billed the difference. Only if the gift card has no balance would the entire amount of the order be billed to your credit/debit card.

Q: How long does it take to process an order?

Our order processing time is 5-7 business days (Monday thru Friday) for ground shipping and store pick up or 1-2 business days for expedited orders. Your order will be shipped via UPS®, FedEx®, or USPS® which will take 1-3 business days (dependent on location and shipping method chosen) to reach you.

"Pick-up at store" orders have the same processing time as they are filled at our warehouse. You will receive notification when your order is ready for pick up.

Q: Why do I get an error message when trying to login?

There are two possible reasons.
  1. You are using a different password than the one you used to create your account. Click the "Lost Your Password?" link to retrieve your password.
  2. You created your account with a different email address. If you would like to change the email address used with this account you will need to login with your old email address and change it.
If you are unable to remember which email address you used you may send an email to the webmaster by choosing the webmaster option on our contacts page. Otherwise feel free to create a new account.

Q: Is my information secure when I make a purchase?

Information gathered during the check out process is secured via SSL encryption.

Q: How do I change my order quantity in the shopping cart?

Make sure that you click on the "Update Cart" button if you make any changes to your order.

Q: What are my shipping options?

For standard ground shipping within the contiguous 48 states, we use UPS® Ground, USPS® First Class Mail and USPS® Priority Mail. For expedited shipping within the contiguous 48 states, we use UPS® 2nd Day Air or UPS® Next Day Air. Expedited services are only available for delivery to a street address (expedited orders cannot be shipped to a PO Box). Standard shipping for gift cards will be via USPS® First Class Mail. Expedited shipping for gift cards is UPS® 2nd Day Air or UPS® Next Day Air. Expedite shipping is applicable for business days only, not Saturday, Sunday or Holidays. International Shipping unavailable at this time.

Q: Are there any restrictions when I have a free shipping code?

Free ground shipping is valid to a contiguous U.S. delivery address on online orders. You must enter your promo code in the "Apply a promo code" box to receive offer. Excludes previous purchases, textbooks, wooden chairs/rockers, framed artwork, drop-ship items, and custom direct-ship items. Diploma frames, Framed prints and some larger items will receive free ground shipping but any handling charge will still apply. The offer cannot be combined with other offers. Only one use of free shipping promo code per household. Contact the Online Sales Department with any questions: [email protected] or 1-800-993-2665 x5997. Expiration date will vary.

Q: What if I am shipping outside the United States?

International Shipping unavailable at this time

Q: What if I am shipping my order to a military address?

The proper format to enter a military address in our shipment information is:
Address Line 1: Enter the Unit number and the Box number on this line.
City: Enter either APO, FPO or DPO on this line.
State: Enter either AA, AE or AP on this line.
Zip Code: The five-digit zip code is entered on this line.

Q: Where is my tracking number?

If you don't see a tracking number listed then your order has not shipped yet. If you wish to check up on an order please send an email to [email protected]. Please include your order number in the email.

Q: What does shipping cost?

Ground Shipping (5-7 days)
$7.00 + $0.50 for each item
Gift Card Only — $3.99

2nd Day Air
$21.00 + $1.00 for each item
Gift Card Only — $20.00

Next Day Air
$45.00 + $2.00 for each item
Gift Card Only — $30.00

Sizing Chart

Please allow for shrinkage in high cotton content items.

Shirts Shorts & Pants Women's Youth
S..........32-34 S..........28-30 S..........4-6 S..........6-8
M.........36-38 M.........32-34 M.........8-10 M.........10-12
L..........40-42 L..........36-38 L..........12-14 L..........14-16
XL........44-46 XL........40-42 XL........16-18 XL........18-20*
XXL......48-50 XXL......44-48    

*This is similar to adult small - adult is 3 longer - same width.

Infant Toddler
Age Purchase Age Purchase
Newborn 6M 2 years 3T
6 Month 12M 3 years 4T
12 Month 18M-2T 4 years Youth S
18 Month 2T-3T    

A general guideline is to go one year more than the child's age.

The charts above are general guidelines. For vendor specific sizing you may select from the following vendors:

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