Get Help: Frequently Asked Questions and Answers for Customers

BFW Online Store Account Information

How Do I Create an Account?

Navigate to our Sign In / Register page in the top right corner of this page and select “Create Account” .
Fill in your account information with your 3 security questions and the name of your student’s school or district.
Read & Agree to our Terms of Use
We will then send an email confirmation and activation link.
After you click the activation link, your account will be created.

How Do I Know If I Already Have an Account?

The easiest way to check this is by clicking the password reset link on the sign-in screen.

If you have an account with the e-mail address you entered, you'll be able to reset your password after clicking the link.

If your issue persists, you can always reach out to our BFW Customer Support.

Purchasing and Shipping Textbooks or Course Materials

What forms of payment are accepted in the BFW Online Store?

The forms of payment that you can use to place and pay for your order (e.g., credit card, debit card or PayPal) will be posted at the time of making your order. Only US currency is accepted.

Do I need an account to purchase from the BFW Online Store?

Yes, you need an account to make a purchase from the BFW Online Store.

There is no guest checkout. You will be prompted to create an account or log in when making a purchase. You can login or create an account here.

Can I track my order from the BFW Online Store?

If you are not already logged into your BFW account, you will need to log in using the email and password you used when purchasing your book. You can then find the tracking number of your order by visiting Orders. You will also receive an email with a tracking number when your textbook or course materials ships. Go to the UPS website to enter your tracking number and view the details.

What are your shipping options?

We will ship all orders by standard UPS ground in the U.S. for the shipping fee specified at the time of purchase. Standard shipping will normally take between 3 and 8 business days to receive your package from the time we receive your order. You may be provided with the option to select expedited shipping at the time of check-out for an additional shipping fee. Shipping fees will be added to your order prior to completing your purchase.

When I purchase access to your e-books, can I choose how long I get access?

We have several subscription options for e-books, which are indicated at the time of purchase and in your Orders page.

We offer the following e-book options depending on the text:

6-months access
12-months access
Purchase for indefinite access

Information on Our E-books

How does my high school student get access to the e-book after I’ve purchased it?

Once you have completed your purchase on the BFW Online Store, you can access the e-book using the same email address you used for purchase in the following ways:

You will receive an e-mail with instructions on how to access your e-book. Please find the link in the e-mail to redeem your access. We do not send access codes for e-books if you’ve purchased it from our BFW Online Store.
If you haven’t received the e-mail, you can access the e-book by clicking on the “Access your digital item” button through your Order history.
Alternatively, you can login directly to Vitalsource with the same e-mail address you used to make your BFW Online Store purchase. Sign up for an account following the on-screen instructions at https://bfwpub.vitalsource.com.

If you’ve purchased the e-book on the BFW Store with your personal e-mail address and need to update the email address for the Vitalsource e-book, once you’ve created an account on Vitalsource, when logged in you can click on the "Account" icon in the upper right hand corner of the screen and select "User Info," which should lead you to the User Info page. There you can update the e-mail address for your student and name on the account. Your student can also change their password and security question here.

When you’ve accessed your e-book, we suggest bookmarking the link in your browser for convenience and easy access. For additional help, visit our BFW Support Community.

BFW Textbook Return & Refund Policy

What is the BFW Textbook Return & Refund Policy?

For physical product/textbook purchases, you can return your unused purchased item(s) for a refund of the purchase price (excluding shipping fees). Any requests for refunds for physical product/textbook purchases must be submitted within 21 calendar days of purchase and comply with the following:
To receive full purchase price reimbursement, please:

Submit your refund request under the Orders page via your My Accounts page within 21 calendar days of purchase
Mail your returned product back to be received within 30 calendar days of purchase in the same condition as was provided to you.

For complete details on our policy, visit our Return policy page. For step-by-step instructions on how to initiate and complete a return, visit our BFW Support Community.

Is your textbook return policy the same for ebooks and physical textbooks?

Physical products have a 21-day return period and must be received by the warehouse within 30 days of purchase. E-books have a 14-day return period. Note that the product is no longer available for access immediately upon initiating a return/requesting a refund.

My student dropped the class or I purchased the wrong textbook, can I return the book?

Yes, you can return your unused textbook or item for a refund of the purchase price.

Submit a refund request under the Orders page via your My Account page. Physical products have a 21-day return period and must be received by the warehouse within 30 days of purchase. E-books have a 14-day return period. Note that the product is no longer available for access immediately upon initiating a return. If you have printed more than 20% of the e-book, you will not be entitled to a refund.

Please see the Physical Product Purchase section of our Return Policy page for full details & conditions.

The wrong book was sent to me or it was damaged upon arrival. How do I get a replacement?

If you received a damaged or incorrect product, or a physical product was missing from the shipment, you can return the item. Be sure to initiate the return within 21 days of the order. Go to the Orders page via your My Account page to initiate the return and select the reason for return, and we will provide a shipping label for the return of the damaged/incorrect item. The warehouse must receive your returned item within 30 days of purchase. We will then refund you the purchase price as well as any shipping fees charged for the original shipment. If you wish for a replacement, please initiate and return the incorrect item and order the correct item.

Please contact our BFW Customer Support if you need additional help.

General Questions & Helpful Links

How can I search for a specific product in the BFW Online Store?

Use the search box on the main page to search by ISBN, title, author, or keyword. If you are searching for a product that was specifically designed for your class, use ISBN.