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Contact our Customer Service

There are several ways you can contact our Customer Services, based in Makati City, Philippines, if you have any questions relating to titles, shipment and stock levels, product enquiries:

  • You can email us at Asiabkinfo@elsevier.com
  • Call us at our Customer Service Office +632 729 8888 (ext. 8974)
  • Fax us an order form +632 755 8814

 

FAQ

Delivery & Shipping Information

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

  • Once orders are submitted, it will be processed within 24 hours after which it will be shipped out to you via express mail services. Generally, shipping to Asia Pacific will take between 7-10 working days.

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

  • In order to change your address details, please log into your account & go to "Manage Account" at the top right of the screen. Select "My Contact Details" to make the necessary adjustments to your shipping & billing address.

How can I track my delivery?

  • You can track the status of your delivery by clicking on "Manage Account" at the top right of the screen after logging in. You will be taken to the "Order History" page where you will be able to track the status of your orders.

I received the wrong product. What can I do?

  • In the event that you have received the wrong item from the order that you had placed initially, please Contact Us for rectification.

What is the mode of delivery?

  • We ship via Express Mail services through carriers like DHL, Fedex & UPS.

What are the delivery costs to my country?

What countries do you ship to?


My Account Settings

How can I reset my Login and/or Password?

  • If you have forgotten your Username or Password, please select either 'Forgotten Password?' or 'Forgotten Username?' when clicking on 'Login'.

How do I make changes to my account details?

  • You can make changes to your account details by logging in and visiting the 'Manage Account' section.

My Orders

How can I cancel my order?
  • Elsevier Health Medical Bookshop allows changes in orders on a case by case basis. Please Contact Us if you require any assistance to change/ cancel orders that have already been submitted.

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

  • Upon submission of your order, it generally takes 7-10 working days for the order to be delivered to you. If you have not yet received your order, please log in & check your order status in the 'Order History' section located in 'Manage Account' at the top right of the page.

    Please Contact Us if you are still not unable to track the status online.

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

  • If you have completed the order and paid the product, then please Contact Us as soon as possible. To further expedite this, please use subject line HS APAC Bookstore: My Order in your email subject header or Hashtag #ElsevierASIA on Twitter.
  • If the order has not yet been completed or paid for, then the product can be removed and any further products added before completion.
Is my order secure?
  • Elsevier Health Medical Bookshop makes use of a secure payment gateway to process all orders. We also adhere to a strict Privacy Policy when handling your details you provide us during the order.

What books can I purchase on Elsevier Health Medical Bookshop?

  • Elsevier Health Medical Bookshop offers over 4,000 titles across disciplines that include Medicine, Dentistry, Allied Health, Nursing and Midwifery as well as Veterinary over some of the most established imprints in the Healthcare arena today including Saunders, Mosby and Churchill & Livingstone.

Can I pre-order any titles from Elsevier Health Medical Bookshop?

  • You can pre-order titles online from Elsevier Health Medical Bookshop as far as 6 months ahead of the scheduled published date. Titles available for Pre-Order will be indicated as such on their respective product page.

Can I still place an order for titles that are currently not available on the Elsevier Health Medical Bookshop?

  • If titles are temporarily unavailable, we will place your order on Back order. We will then inform you once the title has been made available again & process the order from there. Your credit card will not be charged until the title is released & shipped to you.

    For any other titles that are not listed on the Elsevier Medical Health Bookshop, please kindly Contact us or our local offices.

I had forgotten to include my Promotion code before submitting my order. Can i still enjoy my discount?

  • Please Contact Us to review your order. Please use subject line HS APAC Bookstore: My Order in your email subject header or include @ElsevierASIA when you submit your enquiry on Twitter.

How long should I expect to hear from Elsevier Medical Health Bookshop?

  • You should expect to hear from us within 1 working day. To further expedite this, please use subject line HS APAC Bookstore: My Order in your email subject header or include @ElsevierASIA when you submit your enquiry on Twitter.

Why isn't my Promotion code working?

  • Most promotion codes are valid for a limited time period only. One of the main reasons why promotion codes do not work is due to the fact that the code could have possibly expired. If the promotion code being used is still current, please Contact Us. To further expedite this, please use subject line HS APAC Bookstore: My Order in your email subject header or include @ElsevierASIA when you submit your enquiry on Twitter.

What does it mean when it says "Available in Online & Print"?

  • Some titles sold through Elsevier Health Medical Bookshop come with online access (via Expert Consult or Student Consult) which enables you to access and save full online content, images, bookmark chapters easily. Books with online access will be indicated on the respective product page of each title. To activate this access, please key in the unique code found in the inside your book.

Can I return my book and get a refund?

  • You may return books and electronic products (excluding PDA software, online service products, and downloads) within 30 days from the invoice date for a full refund. Items must be in saleable condition and the following needs to be enclosed.
  • Invoice Number
  • Title(s) which you are returning
  • The quantity which you will be returning
  • Please Contact us to review this request. To further expedite this, please use subject line HS APAC Bookstore: My Order in your email subject header or include @ElsevierASIA when you submit your enquiry on Twitter.

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

  • We can arrange for an inspection copy for academic purposes. Please kindly contact the respective sales office depending on where you are located.

Can I purchase other Elsevier online solutions through www.store.elsevierhealth.com/asia/?

  • Elsevier Health Science offers a myriad of online solutions. Besides getting online access to accompany the books you purchase through Expert Consult or Student Consult, ClinicalKey, Journals Consult.

Please visit here for a full suite of Elsevier online e-Solutions.


Payment Information

What Credit/Debit cards do Elsevier accept?

  • Elsevier Health Medical Bookshop currently accepts credit card/ debit cards from the following merchants:
  • American Express
  • Mastercard
  • Visa Credit/Debit

Why do I get charged $1 authorisation fee?

  • Some titles will require a $1 authorisation fee to be deducted first upon the submission of the order. This is a common authentication process undertaken by the payment gateway. Once the order has been approved & shipped, the balance of the cost will be deducted for full payment of the order.

Why do I get a payment error?

  • A payment error will arise typically by entering incorrect credit card data or that your bank has declined the payment on your card. You can try entering your details again or please use an alternative form of payment.

Will I still be able to purchase a title if despite not having a valid credit card?

  • Please contact Us if you do not own a credit card. To further expedite this, please use subject line HS APAC Bookstore: My Order in your email subject header or include @ElsevierASIA when you submit your enquiry on Twitter.