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Jefferson Medical & Health Science Bookstore
Frequently Asked Questions

About Skyo

What is Skyo?
Skyo is a new online shopping experience built for the way students shop. From format choices, to flexible rental periods, to the ability to write and highlight in a book, Skyo gets you the textbooks you want fast, easy and cheap.
What can students buy on Skyo?
Skyo gives students access to more than five million textbook titles, including new, used, rental and digital options. And, Skyo helps students save 70 percent or more on average compared to new textbook prices.
Why are the books so cheap?
Skyo knows college is expensive and that saving on textbooks is a must. Skyo has low overhead costs, and works to ensure we’re getting you the best deal. We do this by sourcing from all over so you don’t have to. Though textbook prices can change daily, Skyo’s prices have averaged 10 percent lower than other textbook rental websites over the past six months.

Rental Policies Back to top

Is it OK to write or highlight in my rented books?
Yes!  With Skyo, you have the freedom to highlight and take notes all within the normal wear and tear associated with course work. Just don’t go overboard. Excessive highlighting and/or writing may result in damage fees.
Will I be able to extend, or even buy my rental at the end of my term?
Yes, Skyo gives you a lot of flexibility. You can pick from a variety of rental periods and you can easily extend the rental at the end of the term.  If you want to keep your book, you can purchase at the buyout price (the current list price minus the original rental cost and any extensions).
Will my rental book arrive in new or used condition?
Most rentals are shipped in used condition. Depending on availability, you may receive your rental in new condition. We can’t honor requests for rentals in either condition.
I am renting my books for a specific number of days. How will I know the actual due date?
You can always log into your account and select the My Rentals page to view your due date.
What type of damage is considered unacceptable when I return my books?
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
The listed book includes a supplement. Are supplements (such as access codes, CDs, or workbooks) included with my book?
We can’t promise supplements will be included or accessible, as many supplements are one-time use only items. If you aren’t a 100 percent satisfied with your books, we accept refunds up to 21 days after your order date.

Rental Return Back to top

At the end of my rental period, how do I return my book(s)?
With Skyo, return shipping is always free. Here are the steps to return your rental:
  1. Log into your account and visit the Rental Returns Page
  2. Verify your shipping address
  3. Select the book(s) being returned
  4. Print a pre-paid shipping label and packing list
  5. Pack the item securely, and ship from any FedEx location or Ground Service drop-box.

Remember return shipping is always free of charge, as long as you follow the return instructions. If you mistakenly ship at your own expense, we can’t reimburse you.

I might forget my due date. Will I receive a reminder?
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, the rental will be due the next business day
When should I return my rental to avoid being late?
Your return must be postmarked on or before the due date. We’ll send you email reminders to help you return your book on time. Keep in mind that if you do not return your book by the due date, your rental will be automatically extended and charged for a 14 day extension until your book is returned or until you meet the current list price.
Will I get money back when I return my rental?
No, Skyo’s rental textbooks offer upfront savings, so there is no refund when you return your rental.
My book was lost/stolen or is damaged beyond repair.  What can I do?
During the rental period, the book is your responsibility. If the rented book is not returned or is damaged beyond repair, you will be charged the buyout price. The buyout price is the current list price minus the original rental cost and any extensions.  If your book is returned with light damage to the cover, binding or pages, you will be charged a $15 fee for repairs.
Can I extend the rental due date? Can I purchase the book?
Yes, Skyo gives you a lot of flexibility.  You can extend your rental for 14 day increments and there are no limits on the number of times you can extend.  You can also easily purchase the book.  You’ll be charged the buyout price, which is the current list price minus the original rental cost and any extensions.  For rental extensions or purchases, following these steps:
  1. Access the “My Rentals” page
  2. Select the book you wish to extend or buy
  3. Add the extension to your cart and checkout
  4. Submit payment and complete the extension
What is the best way to pack my books?
Use a 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.  Contact Customer Service if your books are lost or damaged.
I returned my rental using your pre-paid shipping label. How can I track the shipment?
Log into your account and select the My Rentals page. Return tracking information can be found in your Account History.  We’ll also email you when we receive your returned rental.

Payment Information Back to top

Is your website secure?
Yes, we provide an easy, secure shopping experience and we offer a 100 percent customer satisfaction guarantee.
Why was I charged sales tax?
Sales tax is applied to any order, as required by the state. Sales tax applies only to the rental or purchase cost of an order. Shipping taxes are never applied with Skyo.
Why was I charged twice for my purchase?
Skyo, like all online retailers, requires authorization to verify funds are available. The authorization charges will clear once the transaction has been processed.
Can I delete or modify my credit card information?
A valid credit/debit card must be on file to rent and during your rental period. If rentals are not returned or are damaged, charges will be applied to the credit/debit card on file.
Where can I find the CVV code on my credit/debit card?
This three digit code is located on the back of your credit/debit card right next to the last four digits of your account number within the signature field.

Shipping and Order Tracking Back to top

How much will it cost to ship my order?
Skyo offers everyday free standard shipping to all 50 states – both ways. Expedited delivery within 2 to 6 business days after your order has been processed is $8 for the first book and $4 for each additional book.  For Alaska and Hawaii, expedited shipping is $10 for the first book and $4 for each additional book.  For PO Box deliveries, we only offer standard shipping.
When will my order arrive?
Allow up to 2 business days for your order to process. Based on your method of shipment, the order will arrive within:
  1. 4 – 14 business days for standard shipping
  2. 2 – 6 business days for expedited shipping
How can I track my order?
We’ll send you an email once your order has shipped so you can track your shipment online.  If your order is lost in transit, contact Customer Service for immediate assistance. An Advocate will ship a replacement, if available, or issue a refund if out of stock.
I made an error with my shipping address. Can it be changed?
If your order has been processed, we will not be able to change the shipping address. We will be happy to issue a refund for any order that is returned. Please contact Customer Service for assistance regarding any shipping issues.
Can you ship to an APO / FPO location?
We currently do not offer shipping to APO / FPO locations.
Why was my order shipped from different vendors?
Skyo sources from all over so you don’t have to. We check prices at our warehouse and a number of online sources to make sure you get the best deal. Your shipment may arrive in different packaging from different sources, but your textbooks still come from Skyo – your one-stop shop for all your textbook needs.

Return for Refund Back to top

I no longer need my book. How can I return it for a refund?
Yes, Skyo offers a 100 percent satisfaction guarantee and accepts refunds up to 21 days after the order date. Items returned in the same condition as sold will receive a full refund, and your account will be credited 24-72 hours after we receive your return. Here’s what to do:
  1. Log into your account and visit the Refunds Page
  2. Select the book and reason for the return
  3. 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 of charge, as long as you follow the return instructions. If you mistakenly ship at your own expense, we can’t reimburse you.

Can I cancel my order?
You can cancel your order online up until it ships. If you are not able to cancel your order online, you can still return for a refund up to 21 days after your order date.
If I don’t want my books, can I just refuse the delivery?
Because Skyo sources from all over to get you the best deal, your order may be shipped from a number of different vendors. It’s best to follow the return instructions on Skyo.com when you change your mind about an order.
How will I receive a refund if I return an item?
A credit will be applied to your original method of payment. Note that if you have opted to pay for expedited shipping, those fees will not be refunded.

Customer Service Back to top

How do I contact Customer Service?
Our Customer Advocates are available Monday through Friday from 7a – 6p CST. Contact us toll-free at 888-398-1977 or via email at customerservice@skyo.com.