Terms of Sale:
All prices are in U.S. dollars net. Prices are subject to change without notice. New York, Colorado and GST taxes, where applicable, will be added. Shipping and handling charges are additional. In our catalog, we have indicated those titles that are most likely to vary because of currency fluctuations.

Purchases and Payment Options:
If you have an existing Hein account number, simply refer to this number when placing your order. If you do not have an existing Hein account number and you are an institution, we can establish an account number for you. Please contact us for a credit application. We reserve the right to issue a pro-forma (prepay) invoice for any person or institution that does not have an established account with us. We also accept checks (in U.S. funds drawn on a U.S. bank), money orders, Visa, MasterCard, and American Express and Electronic Funds Transfer. Please inquire for special discounts that may apply for pre-paid or bulk orders.

Shipping:
All orders are shipped using a major carrier such as UPS, USPS, RPS, or FedEx, or by a major freight carrier. If you have a special shipping request, please tell us at the time of your order and we will be happy to accommodate your request. Rush delivery service is available at an additional cost.

Returns:
Hein Titles – Returns will be accepted for defective books and shipment errors without prior approval. Books can be returned for other reasons with prior approval from us. Please fill out our returns form and fax it to (716) 883-8100 for return approval. With the exception of defective books, all books should be returned in excellent and resalable condition. Returns will be accepted for up to 90 days from the date of the invoice. After 90 days, we reserve the right to refuse the return and sender may be held responsible for payment of the invoice. We reserve the right to charge a restocking fee of up to 5% on all returned items.
Agent Titles – Because we deal with many different publishers in obtaining requested books for our customers, we must follow the returns policy of the publisher. Therefore, before returning a non-Hein title, please contact our Continuations, Monographs, or Subscriptions department first.
School Bookstores – Prior approval is needed on all bookstore returns. Returns can be accepted for up to one year from date of the invoice.

Discounts:
We offer a number of discount options. Please inquire for your specific discount request.

Review Copies for Classroom Adoption:
Please send your request via fax on institution letterhead or via e-mail to the attention of the Marketing Department. You may review the book for 60 days. At that time, if you order the book for your class, you may keep the book free-of-charge. If you choose not to place an order, you may return the book to us or pay the amount on the invoice.

Reprint Permission Requests:
Please send any permission requests to the attention of the Marketing Department. Please include as much information as possible, such as title, author, ISBN, journal title, article title, etc.

Special Policies of Our Subscriptions Department:
Claims may be sent in the mail, or by fax, phone, or e-mail. They are entered into our computer for transmission to the publisher. For those claims that you indicate are a rush or a serious problem, our policy is to contact the publisher directly by phone so we can resolve the situation immediately.

REMEMBER, the Golden Rule for claiming is to claim early, especially for dailies and weeklies where many publishers honor claims for only a two-week period. It is also helpful to provide as much information as you can, including volume number, issue number, date, or period information. This allows us to provide the correct information to the publisher to speed up your claims and eliminate the need to re-contact you for more information.

Our claim form requests that the publisher send out a replacement immediately and confirm that the replacement was mailed by providing us the exact date of shipment. We also request the publisher to inform us if replacement cannot be sent and why (i.e. not-yet-published, out-of-print, or too-late-to-claim). Upon receipt of the confirmation of shipment, we mark the claim filled or enter information why the replacement wasn't sent. If the publisher replies that the issue is out-of-print or too late to claim because of publisher policy, we first check our own inventory to see if we can replace the issue free of charge. This is a very valuable service not available through other agents.

If the issue isn't available from our inventory, we have no recourse but to pay for the replacement issue and pass the cost along to you. As always, if issues are not received by a subscriber due to any mishandling by our staff, we will absorb all replacement costs.

Please keep in mind, as your agent, we must proceed with the expectation that the publisher will honor the claim or respond appropriately. However, to better follow-up on the claim, every four weeks we send each library a letter outlining the current status of your claims. We ask you to promptly mark those records still missing in your library and return the form so that we can take follow-up action. In addition to our follow-up service, we also are putting out notices regarding delays and other important information through our listserve, HEIN-SUBS-l, each week.

A recent survey showed that several customers were concerned over the delays in recieving issues of new journals. It has been our experience that beginning new subscriptions for student-run journals usually takes longer for several reasons.

1. Many times initial advertising is sent months before the expected publication of the first issue.
2. The journal may not have established proper procedures for handling orders and correspondence.
3. The staff usually is well behind its expected publication date.
4. Many times, the first issues go out-of-print, requiring contract negotiation, reprinting, and binding.

We can only assure you that we are working diligently "behind the scenes" to move your orders along and ask for your patience.

In conclusion, our staff is here to serve your needs. We need to work together to accomplish our goals. The better the communication between your library staff and our department, the better the result will be. So let's `team-up' so we can assure you receive the best service for your money!

William S. Hein & Co., Inc.
1285 Main Street • Buffalo, New York 14209-1987 • Phone: 1-716-882-2600 • Fax: 1-716-883-8100

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