Policies

Please note: During the COVID-19 pandemic, UPS suspended their UPS Service Guarantee for all shipments, except for UPS Next Day Air®. As of July 2024, the service guarantee has not been restored and is only applicable to UPS Next Day Air® and 2 Day Air; all other service levels remains suspended with no specified end date. Learn More

We have an unwavering commitment to high-quality solutions and responsive customer service.

Our goal is to make sure you have the most user-friendly experience that we can deliver. That's why we offer the most customer-friendly return policy in the industry, with a full one-year return policy for institutional buyers. Our convenient customer service offers fast, responsive assistance online and by phone. And our online customer service center enables you to place orders, check your status, view your history, and print documents 24/7.
 

Policies For Institutions

Payment Policy

We accept payment by credit card or invoice. Accounts wishing to be invoiced must contact customer service to set up their account for invoicing prior to online ordering.

RETURN ADDRESS
Packages with RMA numbers on the outside can be returned to:

FOR US ORDERS
Labyrinth Learning Returns
RMA#
One Executive Parkway
Minster, OH 45865
NOTE: Packages received without RMA numbers will be rejected and returned to sender.

FOR CANADIAN ORDERS
Labyrinth Learning Returns
RMA#
60 Creditview Rd
Woodbridge, ON L4L 9N4
NOTE: Packages received without RMA numbers will be rejected and returned to sender.

REMITTANCE ADDRESS
Please send payment to:

Labyrinth Learning
PO Box 2669
Danville, CA 94526

Shipping Policy

• Shipping Time: All orders will be processed as quickly as possible. To take advantage of our fastest processing time, we encourage you to submit your orders online – all online orders are processed first each day. Alternatively, orders can be submitted via email at [email protected], phone at 800-522-9746 (press 1), or fax at 510-897-9111. Orders can be purchased online with a credit card. Institutional buyers may set up an account for online purchases using an alternative payment method by calling customer service at 1-800-522-9746. Shipping times are as follows:
   
  • Orders received prior to 12pm PST will usually be shipped the same day. Orders received after 12pm PST will usually ship the following day. Orders received after 11am PST on Friday will ship on Monday.
  • FedEx expedited (not regular Ground) orders must be received by 11am PST to be shipped on the same day. After 11am PST, they will not be guaranteed to ship that day.
  • Shipping times do not include Saturdays and Sundays; they reflect business days only (Monday through Friday), starting the business day AFTER the order ships.
     
• Shipping Rates: Standard shipping rates apply to all orders shipped within the United States with the exception of Hawaii and Alaska, which will incur additional charges. Additional charges will also apply for all international shipments, including Canada and Mexico.
• Address Errors: Carefully enter and review your order! Errors may result in charges being applied to your account as follows: 
  • UPS charges $20 USD for any address errors. Any UPS fees incurred for address errors will be applied to your account.
  • UPS will not deliver to P.O. boxes. A street address is required for all UPS deliveries.
  • Addresses must be identified as residential or commercial. A $4.00 USD surcharge will be applied to any residential address that is incorrectly tagged as commercial.
• Collect Shipments: Institutional buyers may use existing UPS or FedEx shipping accounts. If you select this option, you must provide your account number by phone or email. A handling fee of 3% of the total order, or $4.00 USD, whichever is greater, will be applied to each collect order. Labyrinth Learning assumes no responsibility for shipments using collect accounts.
• Damages in transit: Customers receiving materials damaged in transit must notify customer service within 5 business days of receipt of books. If the damage affects 3 or more books, a call tag will be issued to pick up the books. If the damage affects fewer than 3 books, the customer must remove the front and back covers and return them via USPS for credit or replacement of damaged books. Replacement books or credit will be issued upon receipt of the damaged books.

Return Policy

Please note: The information below is for institutional buyers. For student / individual orders & returns, please see our FAQ.
 

• For institutional buyers, returns are accepted within one year of the date of purchase.
• All returned goods must be in new, resaleable condition, including any shrink-wrap and scratch-off foil.
• Redeemed access codes cannot be returned.
• Any returned goods that are rejected by Labyrinth will be recycled/discarded at no charge. If returning party requests that rejected goods be returned, Labyrinth will package and ship goods for a fee of 10% of the original net price ($16 USD minimum). If a customer UPS or FedEx shipping account is used, the fee will be 3% of the original net price ($4 USD minimum). 
• Purchasers must request a Returned Materials Authorization (RMA) prior to returning any materials. RMAs can be requested online within our Customer Self-Service Center; a sales order number must be included for approval of request. PLEASE DO NOT DUPLICATE YOUR REQUEST VIA TWO CONTACT METHODS (i.e. do NOT fax AND email).
• Customers must enclose a copy of the RMA with all returns. We also require the RMA number to be written on the outside of the box or boxes. Packages with RMA numbers on the outside can be returned to:
  
  FOR US ORDERS
  Labyrinth Learning Returns
  RMA#
  One Executive Parkway
  Minster, OH 45865 
  
  FOR CANADIAN ORDERS
  Labyrinth Learning Returns
  RMA#
  60 Creditview Rd
  Woodbridge, ON L4L 9N4
   
• Returns must be received within 30 days from date of RMA issuance, or they will be rejected.
• Once approved, a full credit, less a restocking fee of $6.00 USD per order, will be issued to your account. Credits are valid for one year from issuance and can be applied to any future order. Alternatively, purchasers can make a written request for a check refund. If original order was paid by credit card, credit will be issued to the same credit card.
• Return shipping charges are the responsibility of the purchaser.

Credit Policy

Public Institutions (School Districts, Colleges and Government Agencies)

• Prepay with credit card or net 30 day payment terms. Credit card orders will be charged at the time order is placed. 
• A valid purchase order number must be submitted before order will be processed 

Private Institutions (Colleges, Schools and Training Centers)

• Prepay with credit card unless prior approval has been obtained. Credit card orders will be charged at the time the order is placed.
• Approval for net 30 day payment terms can be requested through our commercial credit application emailed from customer service. To qualify, a credit card must be on file. Once approved, net 30 day payment terms will apply, but we do reserve the right to charge the credit card if payment is not received by the due date.