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Help & Frequently Asked Questions

FAQs

Shopping on Skyo

Rental Books

Q: What is textbook rental? [+ Expand]
A: Rental is a way to get the exact book you need for your class at the lowest possible price. You pay a fraction of the retail cost, use the book for a specified period, and return it. We pay what we owe the book publishers by renting it again to someone later.
Q: How do I rent books? [+ Expand]
A: Just search for the book you are looking for by ISBN or title. If rental options are available, choose how long you need it. Follow the steps to checkout and we'll take care of the rest.
Q: Is it OK to write or highlight in my rented books? [+ Expand]
A: Sure, just don’t go overboard – remember someone else will use the book after you. With Skyo, you have the freedom to highlight and take notes all within the normal wear and tear associated with course work. Where’s the “overboard” line? If you would be annoyed by the condition of the book when you received it, that’s over the line.
Q: Will my rental book arrive in new or used condition? [+ Expand]
A: Most rentals are shipped in used condition. Depending on availability, you may be the first to rent your particular book and receive a new copy. Unfortunately, we can’t honor requests for rentals in either condition.
Q: How do the rental periods work? [+ Expand]
A: When you rent from Skyo, you choose your rental period (60, 90 or 125 days). During checkout, we also let you extend the due date by a few days so you can have the book until your exam. (The number of available additional days depends on the length of the rental period you choose and the time of year.) If you need to locate your rental return date, click My Account at the top of this page and sign in for info and available actions. We’ll also remind you when your return date is approaching via email at the address you provided.

New & Used Books

Q: Do you offer books for sale? [+ Expand]
A: Yes! If we can find the textbook new or used we’ll list the available versions alongside the rental options.
Q: Do you buy back books? [+ Expand]
A: Our partners at BuyBack.com do! If you buy a book from Skyo there will be a buyback button next to that title in your online account, or if you have other books to sell, go directly to BuyBack.com

Digital Books

Q: What is a digital book? [+ Expand]
A: Not all digital books are created equal. Generally Digital Books are subject matter formatted for use on a digital device like a tablet. Some digital brands are carbon copies of their physical counterparts; others add lots of bells and whistles. Can’t tell the difference? Skyo is here to help! When you encounter a digital book, just click on the digital brand name (like “BryteWave”) and you’ll get a pop-up with information that will help you decide if digital is the right choice for you.
Q: How do I receive my Digital Textbook from Skyo? [+ Expand]
A: Your Digital Book PIN/ login information will be emailed to you along with a URL to access your book. This information is also posted in your online Skyo account. Click “My Account” at the top of this page to access your account.
Q: How can I get Technical Support for my digital book? [+ Expand]
A: Tech Support for all our digital books are handled directly by their publishers. Look for the contact information in your order confirmation email.

Where Skyo Sources Books

Q: Do you have a book warehouse? [+ Expand]
A: Yes. Our main warehouse is located in Aurora, IL. However that isn’t the only place we can source your books. Skyo looks at vendors from all across the internet to ensure that we’re offering you the titles you need.
Q: Why was my order shipped from someone other than Skyo? [+ Expand]
A: Skyo sources course materials and textbooks from all over the internet so you don’t have to! We check prices at our warehouse, in addition to a number of other online sources, multiple times a day to make sure you get the best deal. This means that your shipment may arrive in different packaging or from different sources. No matter where your book shipped from, if you need a refund or to return a rental at the end of the term, it goes back to Skyo. If you have any questions, Skyo customer service is your first call. Note: Sometimes when a book arrives from one of our partners, it contains receipts or instructions that conflict with what we’ve said. Always consider the information on this page or in your online Skyo account accurate. When we source a rental book from a partner for you, we are actually buying it from them for our rental library; sometimes they get confused and don’t know we are renting it to you.

Pricing and Charges

Q: How does Skyo help me save so much money? [+ Expand]
A: Skyo knows college is expensive and we know that many of you have stretched a dollar like no one else in order to attend classes. We want to help where we can and saving money on textbooks and course materials seemed like a natural place for us to start. We do the legwork so you can focus on what’s important, your educational journey.
Q: Why was my credit card “charged” twice for my purchase? [+ Expand]
A: Skyo, like all online retailers, requires authorization to verify funds are available. The authorization will clear once the full transaction has been processed.
Q: Why was I charged sales tax? [+ Expand]
A: When you buy a book from Skyo, sales tax is applied to any order as required by your local government. Shipping taxes are never applied with Skyo. If you rented your textbook, you may also notice that some governments have a different rate for a rental tax, and it may not be the same as their regular sales tax rate if you bought the book. This alternate rate for rentals sometimes causes confusion in areas with “tax-free” textbooks.

Shipping

Q: How will items sent via Free Shipping arrive? [+ Expand]
A: To offer a free shipping option, Skyo partners with FedEx and the United States Postal Service to deliver your order. Usually, your order is carried for the bulk of the trip by FedEx, and then transferred to USPS for final delivery to your address. Skyo Free Shipping is available to most addresses in the contiguous United States. Addresses in Alaska, Hawaii and Canada require alternative shipping arrangements and are unfortunately not included under the Skyo Free Shipping offer. During checkout, you will be prompted with shipping options based on the ship-to address you enter.
Q: Why are you suggesting an alternative address when I know my address is correct? [+ Expand]
A: During checkout, we verify all shipping addresses against a common address database to ensure the book can be delivered to you. Often, we will add or modify zip codes, address direction or other minor elements. Occasionally, your address cannot be matched to a known location in our database. This is especially common with dorm room addresses where the school has created a special address structure for intra-school delivery. You will have the option to move forward with an unverified address if you have double checked and know it to be correct, but please note it may take longer than the specified time for your package to arrive if the delivery person is confused. Should you choose to ship to an unverified address, we cannot be responsible for delivery and will process regular charges even if the item does not reach you. Please be careful when you ship to unverified addresses..
Q: When will my order arrive? [+ Expand]
A: It depends on several factors, the shipping method(s) available in your area, the ship speed(s) available on the specific item you rented or purchased, the ship speed you chose, and your location. Most books shipping within the continental United States offer these options:
  1. Free Shipping: allow 7-11 business days for delivery
  2. Ground Speed: $3 First Book / $1 Additional Books – allow 5-9 business days for delivery
  3. Expedited Speed: $9 First Book / $5 Additional Books – allow 3-6 business days for delivery

Please note: Items may ship separately. Shipments to Alaska, Hawaii and Canada have different rates and estimated delivery times, see specifics available at checkout once your enter your shipping address.

Q: Where can I find my Tracking Number [+ Expand]
A: Your tracking number will post to your online account when it becomes available, which can be several days after your order is placed to allow for your order to be packed and entered into the shipper’s system. Please note: while most books ordered from Skyo ship via trackable methods, occasionally our partner vendors ship without a tracking number or do not report it to us to update your account. You should still receive your book on the timeline provided at checkout. Orders typically ship via FedEx or United States Postal Service (USPS) or a combination of both. If you have a Skyo tracking number, check it on the FedEx website first.
Q: Can you ship to an APO / FPO location? [+ Expand]
A: If “Free Shipping” is an available option at checkout, this method can deliver to APO / FPO locations, however additional delivery time is required. Please be aware Skyo free returns are based on drop off at FedEx Ground locations. If a FedEx ground location is not available in your vicinity, you will be responsible for returning your rented book at your expense. You are also responsible for making sure the book is back at our warehouse by the rental return deadline. For these reasons, it is advisable NOT to rent books from Skyo for delivery to APO / FPO locations, but instead utilize our purchase options and then sell back the book to buyback.com when you are finished with your studies.
Q: Can I pick up my rental at the bookstore? [+ Expand]
A: Sometimes. To see if your store is participating, just shop as you normally would and see if your local bookstore is listed as a shipping option during checkout.

Customer Accounts

Q: How do I reset my password? [+ Expand]
A: Click here.
Q: Can I delete or modify my credit card information? [+ Expand]
A: A valid credit/debit card must be on file to rent and remain active during your rental period as collateral for your rental book. If rentals are not returned or are damaged, charges will be applied to the credit/debit card on file. If you do not have any outstanding rentals, you may delete a card from your account. Click “My Account” at the top of this page to access your billing information to make this change.
Q: Can I delete my account? [+ Expand]
A: Because we rent so many textbooks, it’s important that we keep customers on file. However, if you do not have any outstanding rentals and wish to edit or delete your account please contact Customer Service.
Q: Where can I find the CVV code on my credit/debit card? [+ Expand]
A: Most Visa, MasterCard, and Discover cards have a three digit code located on the back of the card right next to the last four digits of your account number within the signature box. American Express prints their four digit CVV code on the front of the card.
Q: Why do you ask what school I attend? [+ Expand]
A: There are several advantages to selecting where you go to school. For example, many schools share their course information with us which allows their students to get specific results through our “Search by Course” functionality. (Check out the tab by the keyword search box on the homepage!)

Order Support & Security Back to top

Tracking

Q: Where can I find my Tracking Number [+ Expand]
A: Your tracking number will post to your online account when it becomes available, which can be several days after your order is placed to allow for your order to be packed and entered into the shipper’s system. Please note: while most books ordered from Skyo ship via trackable methods, occasionally our partner vendors ship without a tracking number or do not report it to us to update your account. You should still receive your book on the timeline provided at checkout. Orders typically ship via FedEx or United States Postal Service (USPS) or a combination of both. If you have a Skyo tracking number, check it on the FedEx website first.
Q: I placed an order and it hasn't arrived. What should I do? [+ Expand]
A: The first step is to log in to your online Skyo account to see if tracking is available. If a tracking number isn't shown or you have waited longer than six days, contact Customer Service and we’ll see if we can track it down for you.

Wrong/ Missing/ Damaged Book or Materials

Q: What if I received the wrong book? [+ Expand]
A: If you receive an incorrect book, contact Customer Service for assistance. We will do our best to ship a replacement quickly at no extra charge to you.
Q: The listed book includes a supplement. Are supplements (such as access codes, CDs, or workbooks) included with my book? [+ Expand]
A: We can’t promise supplements will be included or accessible with our used or rental books, since most additional materials are one-time use. However, if you aren’t satisfied with your books, we accept refunds up to 21 days after your order date.
Q: Why does my supplement (CD, Access Code) not work? [+ Expand]
A: Some items (like access codes) are one-time use and may not work; others (like CDs) will likely work. Remember supplements aren't guaranteed in rentals, but if you aren’t 100% satisfied with your books, we issue full refunds up to 21 days after your order date.
Q: What if my book arrives damaged? [+ Expand]
A: Skyo rental and used books will arrive in used, but “usable” condition, this is how we are able to offer books at low prices. The binding should not be broken and highlighting should be reasonable. Books purchased in new condition should arrive in unused, new condition. If you are not satisfied with the book sent to you, you have the option to return it for a refund. If you would like us to attempt to replace your book because it is not in usable condition, contact customer service. We will try to find a replacement copy, but we may not have stock available of all titles.

Modifying / Canceling Orders

Q: Why was my order canceled by Skyo? [+ Expand]
A: Rarely, we accept an order that we are unable to fill. There are several reasons why this may occur, but the most common is that the book we had counted on for you during checkout was taken by another customer before we were able to reserve it for you, or it was not on the shelf where it was expected. In this case, we search for another copy (even if we have to pay more for it than we charged you) to fill your order. In some cases, especially during busy periods, our partner vendors tell us they have a copy and then report back they do not. We understand this can be frustrating, especially as you wait while our systems attempt to locate another copy to send you. We have improved our sourcing operations and do our best to stay on top of delayed and canceled orders.
Q: Can I cancel my order? [+ Expand]
A: You can cancel an order by accessing your order history at the “My Account” link at the top of this page for about one hour after your order is placed. While the order is still cancelable, the “Cancel” button will be visible near the book in your account. After this period, the warehouse starts processing the order and it can no longer be canceled. The next option is to wait for the book to arrive and immediately return for a refund. You can ship back refunds free for up to 21 days after your order date. Unfortunately we are not able to cancel an order or redirect shipping once it is being processed.
Q: If I don’t want my books, can I just refuse the delivery? [+ Expand]
A: Because Skyo sources from all over to get you the best deal, your order may be shipped from a number of different vendors. If you refuse delivery, your book may be returned to the source vendor and not to Skyo, which will cause problems and will significantly delay your refund. It’s best to accept the delivery and follow the FREE return instructions when you change your mind about an order.
Q: I made an error with my shipping address. Can it be changed? [+ Expand]
A: If your order has been processed, we will not be able to change the shipping address.
Q: Can I change my shipping method or destination? [+ Expand]
A: We cannot make any shipping changes to an order once it has been processed.

Refunds

Q: How can I return my book for a refund? [+ Expand]
A: Skyo accepts refunds up to 21 days after the order date. Items returned in the same condition as sold will receive a full refund. After we receive your return, we will credit the card used for the transaction. In some cases it may take several days for the credit to be visible on your card depending on your bank. Here’s what to do:
  1. Click on “My Account” at the top of this page and log in if necessary"
  2. If you are still within the 21 day return period, click the “Refund” button (the Refund button will disappear when you are beyond the return period)
  3. Follow the instructions to generate a pre-paid shipping label and packing list
  4. Pack the item securely, and ship from any FedEx location or Ground Service drop-box

Remember return shipping is always free as long as you follow the return instructions. If FedEx Ground is not available in your area or you choose to ship at your own expense, we cannot reimburse you.

Q: How will I receive a refund if I return an item? [+ Expand]
A: A credit will be applied to your original method of payment. Note that if you chose a paid shipping method, those fees will not be refunded.
Q: Has my refund been issued? [+ Expand]
A: We'll email when your books arrive at the warehouse. In some cases it may take several days for the credit to be visible on your credit card depending on your bank.

Book Buyback

Q: Do you buy back books? [+ Expand]
A: Our partners at BuyBack.com do! If you buy a book from Skyo there will be a buyback button next to that title in your online account, or if you have other books to sell, go directly to buyback.com

Security

Q: Is your website secure? [+ Expand]
A: Yes, we provide an easy, secure shopping experience and comply with all standard web protocols for handling customer information.

Returning your Rental Back to top

Process

Q: Will I receive a reminder to return my rented books? [+ Expand]
A: Yes! We’ll send you email reminders 7 days before, 3 days before, and 1 day before your rental due date. We’ll also send an email on the date your rental is due. When a due date falls on a weekend or holiday, your books will be due the next business day.
Q: At the end of my rental period, how do I return my book(s)? [+ Expand]
A: Here are the steps to return your rental:
  1. Log in to My Account
  2. Find a book you wish to return and click the “Rental Return” button
  3. Select any additional books you want to return in your shipment
  4. Print a pre-paid FedEx Ground shipping label and packing list
  5. Pack your books securely, enclose the packing list, affix the FedEx label, and drop the carton at a FedEx GROUND location.

Books should be dropped off at a FEDEX GROUND LOCATION ONLY with printed packing list enclosed and shipping label attached. Please note: Books dropped at FedEx Express drop boxes WILL NOT BE RETURNED TO SKYO AND YOU WILL LIKELY BE CHARGED BUYOUT VALUE. Skyo is not responsible for books dropped at non-FedEx Ground locations. Visit www.FedEx.com/locate to find the nearest GROUND location. At last check of the FedEx.com website, ground locations were indicated by a green box with a pickup time. If in doubt, drop off at a staffed FedEx location and get a receipt. If you are unable to drop off your book at a FedEx Ground location, you will be responsible for return shipping charges. We cannot reimburse shipping charges incurred if you do not use our label.

Q: Can I return my rental to the local campus bookstore? [+ Expand]
A: Sometimes. To see if your store is participating, go through the Rental Return process as usual and see if your bookstore is listed as a return location.
Q: When should I return my rental to avoid being late? [+ Expand]
A: Your return must be postmarked by FedEx (FedEx location must have been open or FedEx picked up package) on or before the due date.
Q: What if I know I need my book longer? [+ Expand]
A: You have two options when you proactively manage your book rental. If you want to keep the book forever (or you lost or damaged the book and cannot return it), go to your online account and “buyout” the book. You will be charged the difference in the book value and the rental price you already paid. All buyouts are final and cannot be reversed. Or if you only need the book for an additional limited period of time, you can extend the rental for another term of 60, 90 or 125 days in your online account. As long as your account is in good standing, which means you have a valid credit or debit card on file and do not owe funds on your rental or rental extension, buyout and rental extension are available.
Q: How much will you charge me if I don’t return my rented book on time? [+ Expand]
A: If you do not return your book by the due date, you will be automatically charged for keeping the book longer than the original rental agreement specified. We understand your schedule is hectic, and as a courtesy the first rental extension charge for two weeks is only $5.00 per book. This gives you extra time at a nominal rate to drop the book at a FedEx Ground location or return to a store (if available) before we must start charging you for the full book value. Remember, we need the book back to rent to the next student in order to keep rental prices low. If you still do not return the book after the initial $5.00 charge, we will divide the book value minus the rental fee you paid over three additional two-week extension periods. This may be a significant charge depending on the book value. During the extension period you may still return the book, extend the rental 60, 90 or 125 days, or buyout the book to stop the auto-extension charges as long as your account is up to date. At day 45 past your original rental due date we will have charged the full book value, and you will now own (bought out) the book. Extensions are not refundable once charged, and will only end when the book is scanned into the FedEx Ground system (or returned to a participating store location) on its way back to us. You will receive emails reminding you of the return dates and the schedule of charges if you are late for each book. Please ensure your online Skyo account is updated with an email address you check regularly.
Q: Will I get money back when I return my rental? [+ Expand]
A: No. Renting your textbooks offers guaranteed upfront savings so there is no refund when you return your rental.
Q: What is the best way to pack and ship my books for return? [+ Expand]
A: US Customers Only: Use a correctly sized, sturdy box and packing materials to avoid damage while in transit. We do not recommend using a paper envelope or any other material that may sustain damage in transit. Books should be dropped off at a FEDEX GROUND LOCATION ONLY with printed packing list and shipping label. Please note: Books dropped at FedEx Express drop boxes WILL NOT BE RETURNED TO SKYO AND YOU WILL LIKELY BE CHARGED BUYOUT VALUE. Skyo is not responsible for books dropped at non-FedEx Ground locations. Visit www.FedEx.com/locate to find the nearest GROUND location. At last check of the FedEx.com website, ground locations were indicated by a green box with a pickup time. If in doubt, drop off at a staffed FedEx location and get a receipt. If you are unable to drop off your book at a FedEx Ground location, you will be responsible for return shipping charges. We cannot reimburse shipping charges incurred if you do not use our label.
Q: What type of damage is considered unacceptable when I return my books? [+ Expand]
A: Any type of damage that makes the book unusable for the next Skyo customer is considered damaged. This includes:
  1. Water damage or other liquid spills
  2. Warped or stained pages
  3. Missing or torn cover or pages
  4. Damage to the binding
  5. Excessive odor
  6. Excessive highlighting and/or writing throughout the book
Q: I returned my rental using your FedEx Ground pre-paid shipping label. How can I track the shipment and be sure you received it? [+ Expand]
A: When FedEx scans your package into their system, we will are notified. We will pause your rental and send you an email with return tracking information. Return tracking information will also post to your online account. Once the warehouse checks your book in, we will send another email confirming your rental is officially fulfilled. Please note updates must flow between systems and may not be instantaneous. During busy periods it may take several days to check in your book at the warehouse. If you follow return instructions and ship books back to us with matching pack lists and ship labels, you should not be charged extension fees or receive unnecessary additional email return reminders.

About Skyo & Our Books

Q: What is Skyo? [+ Expand]
A: Skyo is an online collegiate shopping experience built for the way students, parents and alumni want to shop. We believe in offering you the textbook choices you want –whether it’s digital, rental, new or used books-at prices you’ll love. Skyo does the legwork so students can focus on what’s important, their educational journey. We also believe in listening to our customers, providing excellent customer service, and developing pro-student features like flexible rental periods and free shipping to the contiguous 48 states.
Q: How is ShopSkyo.com different from Skyo.com? [+ Expand]
A: ShopSkyo.com is our new site for other campus needs beyond textbooks, such as technology, supplies, gear, and more. We are constantly adding new products and features; check it out for our latest offerings.
Q: How are Skyo bricks and mortar stores related to Skyo.com? [+ Expand]
A: We have just begun to open physical stores to serve the same campus needs that our customers love on our website. Several new locations are quickly following our first location in Conway, South Carolina to serve local students and continue to offer national services via Skyo.com.
Q: How do I order from the site? [+ Expand]
A: Skyo is similar to other online retailers in that you add merchandise to your online cart and checkout via a step-by-step process. Merchandise is sent to your home or other address you specify. Skyo is different because of our focus on student life. We know you need to make your budget cover “wants” as well “needs”. Textbooks are a necessity to succeed in your educational pursuits and so we deliver a huge selection of low priced options.
Q: Is there a limit on the quantity or frequency of rentals or purchases on Skyo? [+ Expand]
A: Not usually. We are a website that caters to students or students’ parents renting or buying books for their own use. We reserve the right to limit quantity of books rented or sold to any user or entity. We also reserve the right to disallow refund requests from high-volume users. What does this mean to the average student customer? Nothing, but if you get crafty, expect us to call you out on it.

Contact Us

Q: How do I contact Customer Service? [+ Expand]
A: The fastest way to contact Customer Service is by clicking here. Be sure to give us a complete description of the issue including your name, order number and the ISBN of the book in question. We will get back to you as quickly as possible. You can also visit our Facebook page at facebook.com/skyo.

Contact us!

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