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Frequently Asked Questions

Select a category, below, to view our most frequently asked questions on the topic.
Account Management |  Booklists |  Login |  Ordering |  Catalog Search |  Playaway

Account Management FAQs

  • How do I change my account type? I set up an Institutional Account when I worked for the local school district, but am no longer employed there. I'd like to change my account to a personal account.
    You cannot change your account type online. Please contact our Customer Service Department at 1-800-621-4272 for assistance.
  • I changed my mind and want to cancel my order. How can I do this online?
    You cannot cancel your order online. Contact our Customer Service Department at 1-800-621-4272 for assistance.
  • Can I check the status of my recent orders?
    Yes. Select the VIEW RECENT ORDERS link in your Account Profile. A list of your most recent orders is listed. Click on the link to view a specific order.

    By default, only orders placed in the last 3 months are listed. Optionally, you can choose to view orders covering either the last 6 months or last 12 months.
  • What is a book list?
    A book list is a shopping cart that you have saved for later reference. Think of it as your own customized catalog. Saved book lists, accessible from your Account Profile, can be loaded into your shopping cart so that you can place an order against them.

    Your shopping cart will be deleted when you submit an order, when you log out of your account, or after a period of Internet session inactivity (approximately 60 minutes). Saving the contents of your shopping cart as a named book list will ensure that you can refer to this set of titles at any time.
  • Need more help?
    Contact our Customer Service Department at 1-800-621-4272 for assistance.

Booklists FAQs

  • What is a book list?
    A book list is a shopping cart that you have saved for later reference. Think of it as your own customized catalog. Saved book lists, accessible from your Account Profile, can be loaded into your shopping cart so that you can place an order against them.

    Your shopping cart will be deleted when you submit an order, when you log out of your account, or after a period of Internet session inactivity (approximately 60 minutes). Saving the contents of your shopping cart as a named book list will ensure that you can refer to this set of titles at any time.
  • Why would I want to create a saved book list?
    There are many reasons you might want to save your shopping cart as a book list:
    • Save interrupted work -- You've quite a bit of time building your shopping cart, but you've not quite finished and need to log out now. By saving your shopping cart as a named book list, you can pick up where you left off the next time you log in.
    • Save time on future orders -- Schools and districts often place similar orders from year to year. By creating a saved book list, when you are ready to order next year, you can simply load the saved list into your shopping cart, adjust the desired quantities and place your order.
    • Protect yourself from unforeseen interruptions -- You've just spent 20 minutes building your shopping cart and all of the sudden the power goes out and you lose your Internet connection. How frustrating! By periodically saving the contents of your shopping cart as a named book list, you'll always be able to retrieve your titles to the point of your last save.
  • How do I create a saved book list?
    When you view the contents of your shopping cart, you will see a SAVE CART button. Click on this button to initially save a new book list or update a previously saved book list. To view the contents of your shopping cart, select the VIEW CART link on the Shopping Cart Summary at the top of the page, or select the CHECKOUT/VIEW CART button on the Search Results page.
  • How can I access my previously saved book lists?
    Log in to your account. Your Account Profile provides options to load a book list into your shopping cart or to manage saved book lists.
  • Can I change the contents of a book list once it has been saved?
    Yes. Log in to your account and select the LOAD BOOKLIST INTO SHOPPING CART selection in your Account Profile. From here you can update quantities, delete items or add more items to the shopping cart. When ready, use the SAVE CART button to save your changes to the saved book list.
  • How can I place my order from a saved book list?
    Log in to your account and select the LOAD BOOKLIST INTO SHOPPING CART selection in your Account Profile. Make any necessary adjustments to the quantities and select the CHECKOUT NOW button to place your order.
  • I tried to load a book list into my shopping cart and I see a list called "Cart in Process." What is this?
    "Cart in Process" refers to your active shopping cart. If you load a book list into your shopping cart without first saving the current contents of your shopping cart, the cart will be deleted and replaced with the contents of the book list you've selected.
  • Need more help?
    Contact our Customer Service Department at 1-800-621-4272 for assistance.

Login FAQs

  • Can I place an online order without establishing an online acccount?
    No. An online account is required to place online orders.
  • I've placed phone orders with Follett School Solutions (FSS) in the past and now want to place an order online. How can I find out the password for my account?
    Even if you've placed telephone or fax orders with FSS in the past, you must still create an online account in order to place online orders.

    Creating an online account is easy! Enter your e-mail address and select the radio button for new customers. Click on the REGISTER button and enter the requested information.
  • I tried to set up an online account, but get the message, Account Already Exists for this e-Mail Address. I don't have an online account with FSS so how can this be?
    Verify that the e-mail address you entered is correct. If it is, select the link to send you your password. Use this information to log in and update your Account Profile as needed.
  • Need more help?
    Contact our Customer Service Department at 1-800-621-4272 for assistance.

Ordering FAQs

  • Is placing an online order with Follett School Solutions secure?
    Yes. When you get to the checkout step where you enter your payment information, you will notice a small padlock icon at the bottom of your browser window, indicating you are using a secured server. The address of the web page is also prefixed with https: rather than http:.

    FSS values your privacy and will not sell your private information to third party companies. A link to our Privacy Policy is found at the bottom of our web site pages. Please review it for additional information.
  • I don't own a credit card. Can I pay with a check or money order?
    All online orders must be paid with either a credit card or, for institutional accounts, a purchase order. Checks and money orders are accepted for telephone orders. Individuals needing to pay by check or money order should contact our Customer Service Department at 1-800-621-4272 to place their order and make payment arrangements. Orders for individuals will not be shipped until payment is received.
  • I tried to enter a promotion code but got an error. Why won't it take the code I entered?
    Validate that you entered the code correctly. If you did, there may be many reasons your promotion code was not accepted:
    • The promotion may have expired
    • The promotion code may not have been entered onto our web site yet
    • Your shopping cart does not contain any items eligible for the entered promotion
  • Need more help?
    Contact our Customer Service Department at 1-800-621-4272 for assistance.
  • What does the order status mean?
    • SHIPPED
      The item has been shipped and is on its way to you.
      - SHIPPED(NEW) refers to New or Premium books
      - SHIPPED(USED) refers to pre-owned books
    • RESERVED
      The item from your order has been reserved for your order and set aside in our warehouse but has not yet shipped.
      - RESERVED(NEW) refers to New or Premium books
      - RESERVED(USED) refers to pre-owned books
    • BACKORDERED
      The item is not currently in our warehouse, however, more are on the way to us from our suppliers.
    • ON BUILD
      The item is not currently in our warehouse. We have notified our suppliers of our need for the book, but no units have been located to date.
    • OUT-OF-STOCK
      The item is out-of-stock and we are not actively working with suppliers to replenish inventory. Contact our Customer Service department or your Sales Account Manager for more information.
    • CANCELED
      You have requested we cancel this item from your order. Cancellation requests cannot be done online. Contact our Customer Service department or your Sales Account Manager if you need to cancel an item from your order.

Catalog Search FAQs

  • I entered a title and ISBN number on the search screen, but the book wasn't found. I've seen it in your catalog and have ordered it before, so why wasn't it found?
    When more than 1 search value is entered, ALL values must match our records in order for a title to be selected. It is possible that we have abbreviated a title and that is causing the search to fail. If you have an ISBN, you should just enter that number.
  • What information can I enter into the "Find A Book" quick search?
    The "Find a Book" quick search allows you to enter a single term to find a book or books. Enter an author, title word(s), ISBN (10- or 13-digits), or Catalog Number. If entering an ISBN or Catalog Number, enter only one. Use the Advanced Search form to enter multiple ISBNs or Catalog Numbers.
  • Can I enter partial words into the search?
    You must enter full words into the search. That is, you cannot enter web and find Webster's Dictionary.
  • Can I search by 13-digit ISBN numbers?
    Yes. The catalog search will accept both 10- and 13-digit ISBN numbers.
  • What Lexile® measures can I enter on the Advanced Search for Paperback and Hardcover Novels?
    You may enter Lexile measures of 200L and above. (Example: 200L through 1955L)
  • What reading level values can I enter on the Advanced Search for Paperback and Hardcover Novels?
    General Reading Level values range between 0.0 and 10.
    Accelerated Reader Level values range between 1.0 and 10.
    Reading Count Level values range between 0.0 and 15.
  • What point values can I enter on the Advanced Search for Paperback and Hardcover Novels?
    Accelerated Reader Point values range between 0.5 and 15.
    Reading Counts Point values range between 0.0 and 130.
  • Need more help?
    Contact our Customer Service Department at 1-800-621-4272 for assistance.

Playaway Troubleshooting Tips

  • Issue: Shutting down prior to the user turning the unit off and/or jumping through or skipping chapters
    Solution 1: Check and replace the AAA battery, located in the wider end compartment of the unit. Often, if the battery level is low, there are several functions of the Playaway that will be affected. The problem you described is often fixed when the battery is changed.
    Solution 2: Be sure to install the battery correctly. We’ve had a number of cases where the battery is installed backwards while troubleshooting; causing the user to think the Playaway is still malfunctioning.
  • Issue: The Player isn’t remembering where the user left off.
    Solution: To have a Playaway remember where a user left off, the unit needs to power down fully. It counts down 3-2-1 OFF on the LCD screen; if you do not see the OFF on the LCD screen then it may not have powered down all the way. This sets the place within the chip that holds the audio content. If a battery dies prior to a user fully powering down the unit or the unit is not powered down properly (waiting for the 3-2-1 OFF to occur when pressing power), the place will not be held and the Playaway will start again from the beginning the next time it is powered on.
  • Issue: LCD screen is only showing part of the display – either the top or bottom of the numbers or the left or right side of the numbers.
    Solution: The problem you described with the LCD can be fixed by pressing the back side of the unit down until you hear it snap. This occurs when the front of the Playaway and the back become slightly separated. If this does not correct the problem, we are more than happy to replace this title for you as the LCD screen is covered under our 1 year warranty for all Playaways.