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Frequently Asked Questions (FAQs)

At Elsevier Health Sciences Asia Bookshop, we aim to reply to your query within 24–48 hours. To help with your shopping experience in the meantime, we’ve listed some our most frequently asked questions.

Frequently Asked Questions

How do I make a purchase on your site?

After browsing our site and finding a product you wish to purchase, simply click the ‘Add to Cart’ button. To purchase with Elsevier Health Science Asia Bookstore, you can either choose to register an account with us, or checkout as a Guest.

Once you have finished adding all chosen items to your cart, click on ‘Proceed to Checkout’. If you have a discount code, be sure to click on ‘My Cart’ here to enter this code before clicking ‘Apply Coupon’.

The checkout process involves three simple steps:

  1. Confirm your billing and shipping address/es
  2. Enter your credit card payment details
  3. Review your order before confirming your purchase.

Purchase with confidence: rest assured that all transactions made on www.store.elsevierhealth.com/asia are secure and encrypted.

If you have any issues or questions about the order process, do not hesitate to contact us.

How long do I have to wait to receive the books I ordered?

Once you have submitted your order, we will process it within 24 hours, and then ship it to you via express mail services. Generally, shipping within Asia takes between 7 and 10 working days.

How can I change my shipping and/or billing address?

To change your details, simply log in via ‘My Account’ and go to ‘My Settings’ at the top right of the screen. Here you can make the necessary adjustments to your account settings, including updating your shipping and billing addresses.

If you would like to change these details while waiting for your product to be delivered, kindly contact us so we can ensure your order is shipped to the correct address.

Can I track my delivery?

You can easily find out about the progress of your delivery by emailing us at asiabkinfo@elsevier.com. Our friendly staff will be happy to inform you of your order status. Just remember to quote your order number in your email.

How can I reset my Login and/or Password?

If you have forgotten your Username or Password, click the ‘Forgot your Password?’ link when logging in to kick-start the password recovery process. Follow the prompts to provide your email address and we will email your password details directly.

If you encounter any further problems logging in, please don’t hesitate to contact us.

How do I make changes to my account details?

You can make changes to your account details at any time. Simply log in using your email address and password, and select the ‘My Account’ link at the top right of the home page.

Once signed in, you can make the changes you need.

I received the wrong product. What can I do?

If you receive an item you didn’t order, please contact us so we can rectify the situation as soon as possible.

What is the mode of delivery?

We ship via express mail services through carriers like DHL, Fedex and UPS. Currently Elsevier Asia Bookstore ships to:

  • Bangladesh
  • Bhutan
  • Brunei
  • Cambodia
  • Hong Kong
  • India
  • Indonesia
  • Laos
  • Malaysia
  • Mongolia
  • Myanmar
  • Nepal
  • Pakistan
  • Philippines
  • Singapore
  • Sri Lanka
  • Thailand
  • Timor-Leste
  • Vietnam

If you are based in Australia or New Zealand, please visit www.elsevierhealth.com.au
If you are based in Taiwan, please visit www.store.elsevierhealth.com/taiwan/ 
If you are based in Korea, please visit www.store.elsevierhealth.com/korea/
If you are based in Japan, please visit www.store.elsevierhealth.com/japan/

What countries do you ship to?

Elsevier Health Sciences Asia Bookstore ships to most countries in the region, with the exception of Australia, New Zealand (visit www.elsevierhealth.com.au), Taiwan (visit www.store.elsevierhealth.com/taiwan/), Korea (visit www.store.elsevierhealth.com/korea/), Japan (visit www.store.elsevierhealth.com/japan/) and China.

Elsevier Asia Bookstore regularly delivers to:

  • Bangladesh
  • Bhutan
  • Brunei
  • Cambodia
  • Hong Kong
  • India
  • Indonesia
  • Laos
  • Malaysia
  • Mongolia
  • Myanmar
  • Nepal
  • Pakistan
  • Philippines
  • Singapore
  • Sri Lanka
  • Thailand
  • Timor-Leste
  • Vietnam
How much does it cost to deliver to my country?

Elsevier Health Sciences Asia Bookstore currently offers free shipping across Asia. This is valid for all purchases made on www.store.elsevierhealth.com/asia

Can I cancel my order?

Elsevier Asia Bookstore considers order changes on a case-by-case basis. Please contact us if you require assistance changing or cancelling an already submitted order.

I have not received my order. What action do I need to take?

Once you have submitted your order, it will generally take 7–10 working days to be delivered. If, after this time, you have still not received your product/s, please email us at asiabkinfo@elsevier.com – quoting your order number – to check the status of your order.

Sometimes shipping delays result from titles being unavailable at the time of ordering. A backorder will take place in certain cases:

  1. Pre-orders/Not Yet Published titles – these titles are still unpublished on the day of order. They will be dispatched as soon as they’re available after the publication date, which you can check at www.store.elsevierhealth.com/asia
  2. Only to Order titles – these are usually imported from the USA or UK if not in stock locally. Delivery time for these titles can be up to 6–8 weeks.
  3. Print-on-Demand titles – these may take some time before becoming available for delivery. You can expect to receive your order within 2–3 weeks.
  4. Titles that go out of print during the time of the order. In this case, we will need to cancel your order. The title will also be removed from our website.

Please note that your credit card will only be charged when your book/s are ready to leave our warehouse.

Contact us if you have any questions or are unable to track your order online.

What should I do if I have ordered the wrong product?

If you have completed the order and submitted payment details, then please contact us as soon as possible. To further expedite the process, email asiabkinfo@elsevier.com with the subject line ‘HS APAC Bookstore: My Order’.

Why am I charged a $1 authorisation fee?

Some titles require a $1 authorisation fee, which is deducted upon submission of the order. This is a common authentication process undertaken by our site’s payment gateway. Once your order has been approved and shipped, the balance will be deducted from your card to complete your payment.

Is my order secure?

Elsevier uses a secure payment gateway to process all orders. We also adhere to a strict privacy policy when handling your details.

What books can I purchase on Elsevier Asia Bookstore?

Elsevier Health Science Asia Bookshop offers over 5,000 titles spanning a range of disciplines, including Medicine, Dentistry, Allied Health, Nursing and Midwifery and Veterinary. Elsevier is also home to some of the best-known imprints in contemporary healthcare, such as Saunders, Mosby and Churchill & Livingstone.

Can I pre-order titles from Elsevier Asia Bookstore?

Absolutely. You can pre-order titles from Elsevier online up to six months ahead of the scheduled publication date. Titles available for pre-order will be noted as such on their product page.

Can I order titles that are currently not available on the Elsevier Asia Bookstore?

If a title is temporarily unavailable, we will email you to let you know your book will be placed under Back Order and to confirm the date it will be available. Once it is available, we will ship it to you and send your invoice via email. Your credit card will not be charged until the title is made available and your order has been processed.

For any other title not listed on the Elsevier Asia Bookstore, please contact us or get in touch with the sales representatives in our local offices to discuss availability.

I forgot to include my promotion code before submitting my order. Can I still enjoy my discount?

Please contact us so we can review your order. Alternatively, to further expedite this, email us at asiabkinfo@elsevier.com with subject line ‘HS APAC Bookstore: My Order’.

How soon can I expect a response after contacting Elsevier?

You can expect to hear from us within 24–48 hours. To move things along more quickly, though, you can email asiabkinfo@elsevier.com with the subject line ‘HS APAC Bookstore: My Order’ in your email subject header.

Why isn’t my promotion code working?

Most promotion codes are valid for a limited time period only. Invalid codes will not generate a discount, and this may be why your code is not working. Please review the promotion’s terms and conditions to double-check the code’s expiry date. If your code is valid but still won’t work, please contact us.

Can I get a discount with my purchase?

Discounts on the site are extended in two circumstances:

  1. When there is a storewide campaign enabling customers to purchase titles for a discounted price. These events are usually extended to everyone, so you will not need a discount code to generate the discount.
  2. When we run short, targeted marketing campaigns directed at specific customers. In this case, discount codes will be extended via various channels for a limited time. When a discount code is required, please click on ‘My Cart’ to enter your discount code before clicking ‘Apply Coupon’.
What does it mean when it says ‘Available in Online & Print’?

Some Elsevier books come with complementary online access (via Expert Consult or Student Consult). This enables you to access and save the full online content – both text and images – of your title and easily bookmark chapters. To activate access, please key in the unique code included inside your book.

Some titles are also published as eBooks in PDF, VitalSource and ePub formats. To activate online access, please go to http://ebooks.elsevier.com.

Can I return my book and get a refund?

You may return hard copy books – but not eBooks – within 30 days of the invoice date and receive a full refund. Instructions on how to do this will be enclosed with your items upon delivery. If you have any questions, feel free to contact us.

I would like to request an inspection copy. How do I do that?

A complimentary copy and/or instructor resource is available to bona fide instructors. Get in touch via our contact us page to request one or contact your local sales office directly.

Which credit cards do Elsevier accept?

Elsevier Asia Bookstore currently accepts:

  • American Express
  • Mastercard
  • Visa 
I don’t have a valid credit card. Will I still be able to purchase a title?

Please contact us if you do not own a valid credit card and would like to make a purchase. Alternatively, please send an email to asiabkinfo@elsevier.com with the subject line ‘HS APAC Bookstore: My Order’.

Contact Customer Service

There are several ways you can contact our Customer Service staff.

If you have any questions relating to titles, shipment and stock levels or product enquiries, you can:

  • Email us at Asiabkinfo@elsevier.com
  • Call us at our Customer Service Office on +65 6349 0222
  • Fax us an order form at +63 2 352 1394

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For ordering this product, please contact our Customer Service asiabkinfo@elsevier.com

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