This service is only available within the United States. If you have any questions on returning merchandise, please contact Customer Service through the Online Help Center. If you purchased your book, software, videos or CD-ROM from a retail location, please contact them regarding their return policy.

2 Easy Steps to Return Merchandise

1. Download a pre-printed mailing label (.pdf format)
2. Affix the courtesy return label securely to your package and mail it from your local post office.

Please include your invoice or bill with product(s) you are returning. If you do not have an invoice or bill, please supply us with your name, address and phone number so we can properly credit your account.

NOTE:  The merchandise return label is available in .PDF format and requires Adobe Acrobat Reader to view. If you do not have the Acrobat Reader plug-in or application software installed on your computer, click on the logo below to obtain a free copy.

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LWW Return Policy for Bookstore Accounts in the United States and Canada

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LWW Return Policy for Catalog Accounts

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LWW Return Policy for Individual Accounts Outside the U.S. & Canada

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LWW Return Policy for Wholesaler/Bookstore Accounts Outside the United States and Canada

1. Claims for damaged, over-supplied or duplicated stock:
   A. Must be received no later than sixty (60) days from the date of invoice. No credit will be issued for such claims if received by Lippincott Williams & Wilkins (LWW) after sixty (60) days from the date of invoice without exception.
   B. Claims should be faxed to 1-301-223-2365, ATTN: LWW International Customer Service or e-mailed to customerservice@lww.com. The customer should also fax copies of the original invoice(s).
   C. A return authorization will be faxed or e-mailed to the customer, with authorization label (to be attached to all cartons) that can be duplicated by the customer. Shipping charges for returning to LWW damaged, over-supplied or duplicated stock will be borne by LWW.
2. Claims for mis-bound stock:
A. May be returned for credit as long as the title remains in print.
B. Claims should be faxed to 1-301-223-2365, ATTN: LWW International Customer Service or e-mailed to customerservice@lww.com. The customer should also fax copies of the original invoice(s).
C. A return authorization will be faxed or e-mailed to the customer, with authorization label (to be attached to all cartons) that can be duplicated by the customer. Only covers, spines and title pages need to be returned. Shipping charges for returning to LWW mis-bound stock will be borne by LWW. Return must be in route to LWW within 30 days of authorization.
3. Customers wishing to return overstocks of titles currently in print must:
A. Request permission to return by faxing 1-301-223-2365, ATTN: LWW International Customer Service or e-mailing customerservice@lww.com.

1. List ISBN, Author, Title, Edition, Quantity and Invoice Number(s). Invoice numbers supplied must cover all titles being returned.
2. Supply copies of all relevant invoices.


B. A return authorization will be faxed or e-mailed to the customer, with authorization label (to be attached to all cartons) that can be duplicated by the customer.
C. Titles sold on special arrangements may not be returnable. There may also be regional limits to the quantities or dollar amounts of stock that can be returned for credit. Any questions should be referred to the LWW regional sales Director with responsibility for your account.
D. LWW's regional sales Directors have final authorization of returns.
4. CD-ROM products are only returnable if the package is unopened and received in re-saleable condition or if the CD-ROM is deemed to be defective due to a technical error.
5. Customers wishing to return titles recently classified as out of print must also follow steps 3.A and 3.B above.
A. Such returns requests for out of print titles should be made separately from any other returns requests.
B. Please note that returns of out of print titles must be received in our distribution center within 90 days of receipt of the out of print notice. Only covers, spines and title pages need to be returned.
6. Returns of stock from wholesalers and retailers in the above listed areas are not allowed for any other reason, except as Lippincott Williams & Wilkins may expressly agree in writing.
7. Authorized returns will only be accepted if they are delivered at the customer's expense, door to door freight pre-paid, to our Distribution Center with the authorization label attached to the outside of each carton of the return shipment.
8. Customer will make arrangements for return shipments to LWW on the following basis:
A. The customer shall cause all return shipments to be shipped:
DDP, Lippincott Williams & Wilkins, Hagerstown, Maryland, U.S.A., unless otherwise directed by LWW in writing. The full address of the LWW Distribution Center is:


Lippincott Williams & Wilkins
16522 Hunters Green Parkway
Hagerstown, Maryland 21741
U.S.A.
Attn: Customer Service
Tel: 301-223-2300
Fax: 301-223-2365



All shipments must be made on DDP (Delivered Duty Paid - The seller fulfills their obligation when the goods have been made available at the named place in the country of importation. The seller has to bear the risks and costs, including duties, taxes and other charges of delivering the goods thereto, cleared for importation) terms. Under no circumstances shall any shipment be made on FOB, CFR or similar terms.


B. Shipment to be insured in the name of both the customer and Lippincott Williams & Wilkins.
C. Loss Payee Endorsement to read "Insured or Order".
D. Insurance coverage to be "All Risks" and at minimum, provide coverage equivalent to the London Institute Cargo Clauses (A) or Institute Cargo Clauses (AIR) plus War and Strikes (see attached documents).
E. Any deductible will be for the account of the customer.
F. Any requests for Power of Attorney must be made to the shipper. Lippincott Williams & Wilkins will not honor requests for Power of Attorney for return shipments.
G. The customer is responsible for ensuring returns are:


1. packaged in double-walled cartons with sufficient filler of good quality inside the cartons to ensure the goods do not shift and suffer damage during transit.
2. palletized so that cartons do not shift and suffer damage during transit.


9. A certificate of insurance must be sent by courier to LWW International Customer Service and received within five (5) working days of shipment leaving customer's warehouse. Please courier to:

Lippincott Williams & Wilkins
16522 Hunters Green Parkway
Hagerstown, Maryland 21741
U.S.A.
Attn: Customer Service
Tel: 1-301-223-2300
Fax: 1-301-223-2365


10. If upon receipt of a customer's insured return at LWW's Distribution Center damage to the return shipment is suspected (i.e. damaged containers, pallets, cartons; lack of sufficient packaging, including but not limited to returns not packaged in cartons, or cartons not containing sufficient filler so that goods do not shift), LWW will file the insurance claim and will hold the shipment in its Distribution Center pending necessary inspections. In such cases LWW will only issue credit to the customer for returns received in re-saleable, undamaged condition (see 11.A below), or for any damaged returns covered by an insurance settlement. Further, no credit will be issued to a customer until the relevant insurance settlement is received by LWW.
11. Credit will only be issued when the following conditions are met in full:
A. Stock is returned in re-saleable, i.e. undamaged, condition. Re-saleable/Undamaged is defined as:


1. no bent corners on covers
2. no folded or soiled pages (dirt, fingerprints, bookseller stamps, glue, stickers, writing or markings of any kind)
3. no torn covers or pages
4. no frayed, scuffed or worn covers
5. no broken, bent, folded or creased spines



B. Stock is returned along with a copy of the return authorization. Stock must not be returned prior to Lippincott Williams & Wilkins issuing and the customer receiving authorization as described in 3.B above.
C. authorization label are attached to all cartons making up the return (see 3.B above).
12. LWW International Customer Service will inform the customer by fax or e-mail of the total value of a return after it is received at our Distribution Center and processed.
A. If any titles are received in damaged condition or the title has been out of print for more than 90 days and credit is therefore not issued, the customer will be likewise informed.
B. The customer will be asked by e-mail or fax if the damaged portion of the return is to be returned to the customer or destroyed. If no response is received from the customer within five (5) working days, the damaged portion of the return will be destroyed and no credit will be issued to the customer. If requested, LWW will ship damaged portions of returns back to customers collect via the customer's US freight forwarder, or by ocean freight collect, at the full discretion of and with no liability to Lippincott Williams & Wilkins.

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