FAQs

Frequently Asked Questions for Instructors and Students

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STUDENTS

Purchasing and Product Usage

You'll find all of that and more on our support page.


General Support:
Sunday:  6 p.m. – 2 a.m. ET
Monday – Thursday:  8 a.m. – 2 a.m. ET
Friday:  8 a.m. – 7 p.m. ET
 
Product Registration & Product Technical Support:
24/7 via phone, case submission and live chat!

Easily! Just click “forgot” next to the password field on our login page.

We gladly accept PayPal or any of the following credit/debit cards: American Express, Discover, MasterCard or Visa. We also accept financial aid and scholarship funds in the form of credit or debit cards.

Yes. Our checkout is secure with 128-bit SSL encryption. SSL is a secure protocol developed for sending information securely over the Internet.

Standard/Ground shipping (5-7 business days) is free for all purchases made on cengage.com, including print rentals. Expedited shipping (2-3 business days) is available for $9.99.

Due to processing time, orders ship within 1-2 business days after the order is received (weekends and holidays excluded). Shipping times vary but ground shipping generally arrives in 5-7 business days. UPS delivers Monday-Friday. No Saturday delivery is available. Free standard shipping will be shipped via UPS ground. Express shipping will be shipped via UPS or FedEx 2nd day air.

Website Access
While cengage.com is for the United States, we have Cengage sites in Europe, Africa, the Middle East, Australia, New Zealand and Latin America. Students in Canada can purchase from www.nelsonbrain.com.


Purchasing                                                                                                          

  • Purchases made on cengage.com can only be shipped within the U.S.
  • eBooks bought on cengage.com can be accessed both inside and outside the U.S., but they must be purchased from within the U.S.
  • Cengage Unlimited is available in the U.S. only.
  • If you are outside the U.S., you may be able to purchase a digital product through customer service. Please visit our support page to contact us. 

 

Product Usage                                                                                            
eBooks can be accessed and used internationally.

1.    After you purchase your product, you will automatically land on your dashboard (You can also access your dashboard anytime by logging in at login.cengage.com)
2.    Click on your product under “My Products"
3.    Some products require an additional step to complete registration:

  • If you have a course key, you will be prompted to enter it here
  • If you are using a third-party product (such as WebAssign or iLrn) a new tab will open with instructions to complete registration
  • If you are using an LMS, such as Blackboard or Canvas, you can copy the access code from your dashboard and paste it in your LMS, then follow the prompts to complete registration

Please note: During heavy volume periods, it can take several minutes for purchased items to populate. If you don't see your content, try refreshing the page. If your content doesn't show up within the hour, contact Customer Service.

If you have a physical card with your access codes you should follow the registration instructions printed on the card. If no instructions are provided, or if your code was received via email or purchased online, follow the steps below.

Note: If you are using an LMS, such as Blackboard or Canvas, you should register your access code within the LMS itself. Do not follow the steps below.

To register your access code:

  • Go to login.cengage.com
  • Log in or create a new account
  • Click Add a Course or Register a Product
  • Enter the course key provided by your instructor, if applicable
  • Enter the access code in the Enter Access Code box
  • Click Submit
  • Click Open to access your product*

To access your product later, simply log back in to your dashboard and click on the product*


*If you are using a third-party product, a page will open with instructions to complete registration.


Need help registering a product?
Visit our support page.

Cengage offers free returns of purchased products under the following terms:


Print Products

Refunds are available for non-electronically delivered products within 30 days of purchase.  All software and CD-ROMs must be returned to Cengage with the original envelope seal or package seal unbroken and intact.  Returns must be in saleable condition and sent using the free prepaid label to Cengage at the following address:


Cengage 
10650 Toebben Drive
Independence, KY 41051


eBooks

VitalSource ebooks are refundable under certain circumstances:

  • You purchased your subscription to this ebook no more than two weeks ago.
  • You have not viewed or printed more than 10% of the text
  • You have not redeemed the Access Code for any of the eResources or Companion Materials included with the ebook
  • You have not received a refund for the same title previously
  • Any ebooks in offline mode must be checked in to online mode

 

Digital Homework

Digital homework products that have a grace period (4LTR Onine, Aplia, CengageNOW, OWLv2, and MindTap) can be refunded within the grace period. After the grace period has expired, refunds will no longer be available.


Digital homework products without a grace period are refundable under certain circumstances:

  • You purchased your subscription to the digital product no more than two weeks prior to the date on which you are requesting a refund
  • You have not completed more than four homework assignments
  • You have not received a refund for the same product previously
  • You have not redeemed the Access Code for any of the eResources or Companion Materials included with the digital product

 

For information on Cengage Unlimited return policy, check out the “Unlimited” section below.

With our print rentals, you're guaranteed a book in new or almost-new condition—at a significantly lower price. Highlighting and writing in your book is A-OK. We cover some other important details below.

Rent – Select your desired rental period and add the rental title to your cart.

Receive – Orders ship within 1-2 business days after the order is received (weekends and holidays excluded). Shipping times vary, but ground shipping (free!) generally arrives in 5-7 business days. If your rental textbook also has an ebook listed on cengage.com, you'll receive the ebook version of your textbook free for 14 days while your rental book ships in the mail. We like to keep you covered.

Return – Use the prepaid shipping label to ship the book back when you're done with it. For more information about rental return policies, see "What do I do when my rental ends?"

For Cengage Unlimited users, print rentals work a bit differently. For information on Cengage Unlimited print rentals, check out the “Unlimited” section below.  

When you are ready to return your rental, follow these steps:

Note: If you return your rental within 30 days, it qualifies as a cancellation, and you will be refunded (minus shipping costs, if applicable).

  1. Visit login.cengage.com and log in to your account
  2. On the top right corner of the page, select “my rentals” from the drop-down menu
  3. Select the print rental you wish to cancel or return
  4. Click the “Return" button (If it has been less than 30 days since you rented the book, the button will say “Cancel”)
  5. You will see the option to "Print Label" (For cancellations, you will need to choose a reason for cancellation)
  6. Click "Print Label" to print out the prepaid UPS label (You MUST include this label to receive credit on your rental)
  7. Place your rental book in a secure package and attach the pre-paid UPS label
  8. Bring your package to the nearest UPS drop off location (We recommend dropping off your rental at the UPS drop-off location at least five business days before your due date)

If you have rented and are returning multiple books from cengage.com please be sure to print a separate label for each rental and return each book in a separate package.

If you have rented a textbook as part of a Rental Best Buy Package, you must return the textbook portion of the package to receive your credit following the same steps listed above.

To be sure your rental return or cancellation is properly processed, please be sure to print out a return label for each rental contract. NOTE: Please make sure the entire label prints, including the tracking number and barcode. If the label is printing too large, reduce the size from printer settings to 50%.

To extend your rental:

You may extend the length of your rental after the first 30 days, but before the rental due date, by following these steps:

  1. Visit login.cengage.com and log in to your account
  2. On the top right corner of the page, select “My Rentals” from the drop-down menu
  3. Select your rental
  4. Click "Extend"
  5. Choose how long you want to extend your rental

If your rental is past due:

A penalty is assessed for rental returns received in the warehouse more than one week after the due date (each return gets a 7-day grace period for in-house processing). The penalty amount will be the list price of the book, minus the total sum of your rental fee, plus any rental extensions you may have purchased. The 7-day grace period is only added to accommodate in-house processing time. All rentals should be sent in for returns processing prior to the due date. You must also print your return label prior to your due date. Once your due date has expired, the return label is no longer available for printing.

To buy out the book:

You can convert your rental to purchase after the first 30 days of your rental but before your rental due date. If you wish to purchase your rental but your due date has passed, simply keep your textbook and we'll charge your credit card for the list price of the book, minus the total sum of your rental fee, plus any rental extensions you may have purchased.

  1. Visit login.cengage.com and log in to your account
  2. On the top right corner of the page, select “My Rentals” from the drop-down
  3. Select your rental
  4. Click "Convert to Purchase”

Here's a glossary to guide you!

Submitted – Your order has been placed but has not shipped from our warehouse. Orders typically ship within 1–2 business days.

Active – Your rental contract is currently active. If you've processed a cancel or return, we've not yet received your package in our warehouse.

Cancelled – Your rental contract is cancelled. No further action is needed.

Returned – Your rental has been returned in our warehouse and your contract is now closed.

Returned with Penalty – Your rental return was received in the warehouse. However, it was either returned past-due or damaged and you may have been charged a penalty fee. Further details about whether your rental was coded as a "Past-Due Return" or "Unacceptable Condition" are available in the rental history section of your account.

Expired – Your rental was never returned. The contract is now closed, and you've been charged a "No-Return Penalty," which is the list price of the book less any rental and extension fees paid.

Purchased – You've converted your rental to purchase. Your rental contract is now closed.

Cengage Unlimited

When you enter your course via a Course Link or Course Key, you are automatically entered into a 14 day free trial of Cengage Unlimited, regardless of whether you have paid for a digital course/platform or not. If you have purchased a digital course/platform, you have full access to that digital course/platform during your trial, and after your trial ends.

While you are in Cengage Unlimited trial, you will see a countdown and upgrade banner on your dashboard, and you will be able to try out all the features of Cengage Unlimited, including access to your digital course/platform. At any time during those 14 days, you can choose to upgrade to Cengage Unlimited. For more information on the benefits of Cengage Unlimited visit cengage.com/unlimited.

You will not lose access to any products you have purchased when your trial ends. You can always go directly to your course materials by clicking on the Continue to Course button.

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When you add a Cengage Unlimited subscription to your shopping cart, the price will update to reflect any available credit for a prior purchase made within the last 30 days.

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Let’s populate it! Add the course materials required by your instructors this term including your digital course/platform and ebooks. You can search for products in the “find more learning materials” search bar on the upper right of your dashboard. If you already have a Course Key from your instructor, you can click “add a course or register a product” and follow the prompts to get into your course. Here’s a 1 minute video that highlights how to navigate Cengage Unlimited.

Print rentals are only available for products affiliated with your digital course. Try enrolling in your digital course first. If you are utilizing iLRN products for your course and you have added the product to your Cengage Unlimited dashboard, you’ll receive a coupon code in your email within 48 hours with instructions on how to redeem. Please check your spam folder if you do not see this email in 48 hours.

If it has been more than 48 hours, and an email from Cengage is not in your spam folder, send an email to marketingautomation@cengage.com with the following information:
 
Your Name
Email Address you used for your Cengage account
Your School Name
 
We will get back to you in 1-2 business days with a resolution.
 

Cengage Unlimited is the first-of-its-kind digital subscription that gives students on-demand access to the digital learning platforms, ebooks, online homework and study tools Cengage has to offer—in one place, for one price. It’s all-you-can-learn access to a library of more than 22,000 products for $119.99 per semester, no matter how many Cengage materials you use. Cengage Unlimited will be widely available beginning in August 2018.

Cengage Unlimited has four easy steps:

  1. Sign Up: Sign up for Cengage Unlimited and pay only $119.99 for all course materials over the semester, no matter how many you use.
  2. Access: Access digital learning platforms, ebooks, online homework and study tools. Browse more than 22,000 products across 70 disciplines.
  3. Get: Want print? If you use a digital platform, you get a print rental for just $7.99 + free shipping.
  4. Keep: When the subscription ends, students can keep up to six ebooks in a “digital locker” and access them anytime for up to a year at no cost.

Cengage Unlimited costs $119.99 for 4 months, $179.99 for 1-year and $239.99 for a 2-year subscription.

There are several ways to access your Cengage Unlimited subscription. This video will walk you through how to access your course (including through a course key or access code), find ebooks and take advantage of other Cengage Unlimited benefits like a print rental for $7.99 + free shipping for each course.

All of them! Cengage Unlimited includes all Cengage learning platforms including MindTap, WebAssign, SAM, OWLv2, CengageNowv2, iLrn, Aplia and more.

If your instructor has assigned a digital platform (like MindTap or WebAssign), you can get a discounted print rental with your subscription—simply pay $7.99 (shipping is free!).

Cengage Unlimited print rentals are provided by Chegg, and follow Chegg’s shipping policy. Details on this policy can be found here:
http://www.chegg.com/contactus/#/path/46869502

Free Trial

By clicking “Join Now”, you are enrolling in a 30 day free trial, and if you do not cancel within those 30 days, you will be enrolled in an auto-renewing monthly subscription for Chegg Study Pack at the end of the trial. The trial period includes access to Chegg Study, Chegg Math Solver, and EasyBib Plus.  Unused trial period benefits have no cash value, are not transferable, and expire at the end of the trial period.

 

Auto-Renewal

Your Chegg Study Pack subscription will be renewed each month until you cancel. You consent to Chegg automatically charging your payment method on file $19.95 each month after any free trial period until you cancel.

 

How to Cancel

You can cancel your subscription anytime by visiting “My Account” on Chegg.com, clicking “Cancel” and selecting “I don’t need all of these tools” and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable) or at the end of the billing month in which your request to cancel was received.  Subscription fees are not refundable. [DJ1]

 

Chegg Study Pack Monthly Subscription Includes Access to:

  1. Chegg Study - access to up to five (5) textbook solution titles per month, the ability to post up to twenty (20) questions per month, and unlimited viewing of the Q&A archive;
  2. Chegg Math Solver - unlimited solutions to problems suitable for the solver;
  3.  EasyBib Plus - unlimited paper uploads, plagiarism checks, and grammar cards, unlimited bibliography projects, access to all of the 6000+ available citation styles, and inline and footnote formatting.

 

Unused monthly subscription benefits have no cash value, are not transferable, and expire at the end of each month. This means that subscription benefits do not roll over to or accumulate for use in subsequent months.

 

Existing Subscribers to One or More Chegg Study Pack Products

If you are already a subscriber to Chegg Study, Chegg Math Solver, or EasyBib Plus, when your subscription begins for Chegg Study Pack your existing subscription(s) for the individual product(s) will be cancelled and you will receive a one-time pro-rated refund of your subscription fee for any days remaining in the then-current billing month(s) for the existing subscription(s).

If you received a free trial to Chegg Study Pack, your existing subscription(s) for one or more of the individual products in Chegg Study Pack will continue until the end of the free trial period. Unless you cancel Chegg Study Pack before the end of the free trial period, you will be automatically enrolled in an auto-renewing monthly subscription to Chegg Study Pack and your subscription(s) to one or more of the three individual study pack products will be automatically cancelled.

During the free trial period, the legal terms in effect for your existing subscription(s) will continue in full force and effect. You will continue to be charged the applicable monthly subscription fee for your existing subscriptions(s) until your free trial period ends and your subscription to Chegg Study Pack begins.  When your subscription to Chegg Study Pack begins, you will receive a one-time pro-rated refund of your subscription fee for any days remaining in the then-current billing month(s) for the existing subscription(s).

 

How to Downgrade to 1 or 2 Chegg Study Pack Products

You can downgrade your subscription to Chegg Study Pack at any time by visiting "My Account" on Chegg.com, clicking "Cancel," and selecting “I don’t need all of these tools” and completing the steps that follow. This will result in a cancellation of your existing subscription for Chegg Study Pack, and initiation of a new order(s) for the one or two individual products that you choose to continue using. If your new order for a subscription to one or more of the individual products available as part of Chegg Study Pack begins on the same day that you cancel your subscription to Chegg Study Pack, you will receive a one-time pro-rated refund of your subscription fee for any days remaining in the then-current billing month(s) for the individual product(s) in your new order. Downgrading from Chegg Study Pack to one or two individual Chegg products may result in a change to your subscription month, and therefore your billing cycle, in addition to the amount of your monthly charges. If you attempt to downgrade from the Chegg Study Pack bundle to two products which together cost more per month than the monthly subscription fee for the bundle, our system will disallow the new order so that you will not be paying more for fewer products than what you would receive in the bundle. In that case, our system recognizes that your best value would be to keep the bundle.

Yes! If you have purchased access to Cengage Unlimited for a semester and the instructor has assigned a digital platform (like MindTap or WebAssign) and the course lasts more than one semester, you will have access to the digital platform for the duration of the course for $119.99.

You also have the option of purchasing a one-year subscription for $179.99, or purchasing a two-year subscription for $239.99.

Cengage will honor the value of the digital standalone product and offer you an upgrade to Cengage Unlimited for the difference in price.

You have free access to Cengage Unlimited for the first two weeks of the course (this is the standard trial period for all Cengage Unlimited subscriptions). There’s no refund after the two-week trial.

You can keep up to six ebooks in your “digital locker” at a time, and access them whenever you want for up to a year.

You don’t have to! You can choose to continue buying course materials individually.

Cengage Unlimited will be widely available beginning in August 2018.

Cengage Unlimited is specifically designed to lower costs and improve access. It’s a radically simple idea that revolutionizes an outdated textbook industry.

Cengage Unlimited offers extraordinary benefits:

  1. Unprecedented Access: Choose from more than 20,000 ebooks, 2,300 digital learning platforms, and countless study tools to meet individual student needs: over 22,000 in all.
  2. Unparalleled Value: Access learning platforms and products for your classes and beyond, all for $119.99 for the full semester—with no hidden fees. Gone are the days of paying for each course’s materials individually.
  3. Uncomplicated Experience: Conveniently access all course materials in one place with one login.
  4. Unstoppable Learning: Discover high-quality content across an expansive library of disciplines, authors and subjects to propel your learning forward.

By removing anxiety about expensive course materials and empowering you with Unlimited content, you show up to class ready to learn.

A little background on what we mean when we say “everything.” 

First, Cengage Unlimited is for post-secondary students in the U.S. That means some of our content, such as for K-12, international, or library markets, is not included. Select high school dual enrollment programs are included.

Plus, there are some U.S. post-secondary products which use non-Cengage platforms or content, and we don’t have the rights to include those with Cengage Unlimited. However, many of these third-party products will be available for an additional fee.

Finally, there are a small number of products that cannot be digitized and are not included. Products not included in Cengage Unlimited include:

  • Milady (except Massage, which is included in Cengage Unlimited)
  • ed2go 
  • Place U 
  • Pathbrite (except where integrated into MindTap
  • OpenNow (will be available in Cengage Unlimited starting January 2019. However, Extended Access (a free pilot) is available through the end of 2018)
  • Competency Tracker (will be available in Cengage Unlimited starting January 2019)
  • Learning Objects 
  • 3rd party tools (like Harris Care Tracker)
  • WebAssign with 3rd party content from non-CL sources. However, WebAssign with OpenStax is included (print rental not available from Cengage for OpenStax texts)
  • Non-digital bundle components like CDs or DVDs, or print items like workbooks that we do not have the right to digitize 

Overall, more than 22,000 of our products are available through Cengage Unlimited—and this number continues to grow!

INSTRUCTORS

Cengage Unlimited

Cengage Unlimited is the first-of-its-kind digital subscription that gives students on-demand access to the digital learning platforms, ebooks, online homework and study tools Cengage has to offer—in one place, for one price. It’s all-you-can-learn access to a library of more than 22,000 products for $119.99 per semester, no matter how many Cengage materials students use.

Cengage Unlimited has four easy steps:

  1. Sign Up: Students sign up for Cengage Unlimited and pay only $119.99 for all course materials over the semester, no matter how many they use.
  2. Access: Students can access digital learning platforms, ebooks, online homework and study tools. They can browse more than 22,000 products across 70 disciplines.
  3. Get: Do your students want print? Those who use a digital platform get a print rental for just $7.99 + free shipping.
  4. Keep: When the subscription ends, students can keep up to six ebooks in a “digital locker” and access them any time for up to a year at no cost.

Cengage Unlimited costs $119.99 for 4 months, $179.99 for 1-year and $239.99 for a 2-year subscription.

Today, students have to choose between the course materials they can afford and the results they want. Driven by high costs, students resort to sharing books, buying old or counterfeit materials or, worse yet, using nothing at all. And for too long, the traditional way of delivering course materials has been part of the problem. We know, because we’ve been playing by those rules (or at least we used to). That changes with Cengage Unlimited.

All of them! Cengage Unlimited includes all Cengage learning platforms including MindTap, WebAssign, SAM, OWLv2, CengageNowv2, iLrn, Aplia and more.

Your content options are completely unlimited! You have complete and total access to all our products. Choose materials that are right for your curriculum from among our more than 22,000 ebooks and digital learning products. Cengage is known for producing quality content, many written by top authors and leading experts in their fields. You and your students can access them all with Cengage Unlimited.

If you, the instructor, has assigned a digital platform (like MindTap or WebAssign), a student may choose to get a discounted print rental with the subscription. The student simply pays $7.99 (shipping is free!)

Yes! If a student has purchased access to Cengage Unlimited for a semester, and you, the instructor, have assigned a digital platform (like MindTap or WebAssign) and your course lasts more than one semester, the student will have access to the digital platform for the duration of the course for $119.99.

Students also have the option of purchasing a one-year subscription for $179.99, or purchasing a two-year subscription for $239.99.

Cengage will honor the value of the digital standalone product and offer the student an upgrade to Cengage Unlimited for the difference in price.

A student has free access to Cengage Unlimited for the first two weeks of the course (this is the standard trial period for all Cengage Unlimited subscriptions). There’s no refund after the two-week trial.

Students can keep up to six ebooks in their “digital locker” at a time, and access them whenever they want for up to a year.

They don’t have to! They can choose to continue buying course materials individually.

Cengage has a U.S.-based support team to help you and your students. You can reach us online or by phone at 1-800-354-9706.

First of all, welcome! Cengage Learning Consultants are ready and eager to ensure you have a superior learning experience. They’ll also connect you with our Services team, who are ready help you set up your digital course, get trained and ensure your students are successful.

Cengage Unlimited will be widely available beginning in August 2018.

Cengage Unlimited is specifically designed to lower student costs and improve access. It’s our way of removing barriers between students, instructors and the resources they all need to be unstoppable. It’s a radically simple idea that revolutionizes an outdated textbook industry.

Choose and use Cengage course materials for your class. The more instructors on your campus who use Cengage, the more your students will save. Join together with your colleagues to empower limitless learning with Cengage Unlimited.

Cengage Unlimited offers extraordinary benefits:

  1. Unprecedented Access: Choose from more than 20,000 ebooks, 2,300 digital learning platforms, and countless study tools to meet individual student needs: more than 22,000 in all.
  2. Unparalleled Value: Students access learning platforms and products for classes and beyond, all for $119.99 for the full semester—with no hidden fees. Gone are the days of paying for each course’s materials individually.
  3. Uncomplicated Experience: Conveniently access all course materials in one place with one login.
  4. Unstoppable Learning: Discover high-quality content across an expansive library of disciplines, authors and subjects to propel student learning forward.

With Cengage Unlimited, students pay one price for all their course materials—no matter how many they use. Estimate potential student savings by using this savings calculator.

Students can supplement their learning with cross-disciplinary materials, at no additional cost, to expand their horizons and create a more engaging learning experience.

By removing anxiety about expensive course materials and empowering them with Unlimited content, your students come to class ready to learn.

A little background on what we mean when we say “everything.”

First, Cengage Unlimited is for post-secondary students in the U.S. That means some of our content, such as for K-12, international, or library markets, is not included. Select high school dual enrollment programs are included.

Additionally, there are some U.S. post-secondary products which use non-Cengage platforms or content, and we don’t have the rights to include those with Cengage Unlimited. However, many of these third-party products will be available for an additional fee.

Finally, there are a small number of products that cannot be digitized and are not included. Products not included in Cengage Unlimited include:

  • Milady (except Massage, which is included in Cengage Unlimited)
  • ed2go 
  • Place U 
  • Pathbrite (except where integrated into MindTap
  • OpenNow (will be available in Cengage Unlimited starting January 2019. However, Extended Access (a free pilot) is available through the end of 2018)
  • Competency Tracker (will be available in Cengage Unlimited starting January 2019)
  • Learning Objects 
  • 3rd party tools (like Harris Care Tracker)
  • WebAssign with 3rd party content from non-CL sources. However, WebAssign with OpenStax is included (print rental not available from Cengage for OpenStax texts)
  • Non-digital bundle components like CDs or DVDs, or print items like workbooks that we do not have the right to digitize 

Overall, more than 22,000 of our products are available through Cengage Unlimited—and this number continues to grow!