Contact us

Help

Browse our frequently asked questions or submit a question via the contact form below and someone will be in touch within 1-2 business days.


Frequently Asked Questions


Can I place an order by phone?
      - Yes, you can contact our Customer Care team toll free at 800.624.4080.

Will I receive a confirmation once I place my order?
      - Yes, you will receive an email with a confirmation number.

How can I view my online order history?
      - Log in to "My Account" on our website.

Do you have in store pick up?
      - Yes, please make sure to choose that option when ordering.

My order was missing items, who do I contact?
      - Contact our Customer Care team at www.cornellstore.com/contact-us or toll free at 800.624.4080.


How can I pay for my order?
      - We accept The Cornell Store gift card and all major credit cards; Visa, MasterCard, American Express and Discover.

Can you process international credit cards?
      - Yes.

Why was my card declined?
      - Most banks put a hold on the purchase amount each time a card is scanned so it's possible your card balance may have reached its limit. If the problem persists, try switching browsers.

Can I redeem a gift card for an online purchase?
      - Yes, please proceed to check out and pick payment option - "apply a gift certificate" and follow instructions

How do I place a tax-exempt order?
      - Before placing your order Contact our Customer Care team at www.cornellstore.com/contact-us or toll free at 800.624.4080.

Why is the discount code not working?
      - Verify the code has not expired.

What do I do when trying to place order and getting the message "authorization declined"?
      - Try logging into a different browser or try a different payment.


Where are your products shipped from?
      - Our warehouse is located in Ithaca, NY.

How long will it take to get my order?
      - Please allow 1-3 business days processing for all shipping methods. During holiday or special event seasons, processing time may be longer. Diploma frames, chairs and personalized items ship directly from the manufacturers and cannot be shipped UPS Next Day, 2nd Day, or 3-Day Select. On average please allow 4-6 weeks for delivery. Orders are processed during regular business hours, Monday-Friday, 8am-4pm (EST) when the university is open.

What shipping carriers do you use?
      - We use UPS and USPS.

How can I track my order?
      - Log in to "My Account" on the website. The tracking number is also sent in the email that is generated when the order ships.

What if I didn't receive my package?
      - Contact us at www.cornellstore.com/contact-us.

What are the shipping rates?
      - They vary based on location, items ordered, and delivery service chosen.

Do you ship internationally?
      - Yes. Please note that shipping charges on international orders do not include customs clearance charges and government taxes.

Can I expedite my shipping?
      - Yes, you can select expedited shipping during checkout.

How I can I change my name or address?
      - By logging in to your account using Log In.

Can you ship to a PO box?
      - We can ship to post office boxes (PO boxes) with the USPS option selected as the carrier.

Do I have to sign for my shipment when it arrives?
      - Not unless that service was requested upon ordering.


What is your return policy?
      - General merchandise must be received within 90 days from the date you receive your order. For the full policy, visit our Returns and Exchanges page.

Can I exchange my order?
      - Exchanges can be processed in-store or you can return your item and purchase another.

How do I return my order?
      - Contact our Customer Care team at www.cornellstore.com/contact-us and they will provide a RMA# as well as directions on how to return.

Can I cancel my order?
      - Contact our Customer Care team at www.cornellstore.com/contact-us.

What do I do if my order is damaged?
      - Contact our Customer Care team at www.cornellstore.com/contact-us.

I received the wrong item(s), what do I do?
      - Contact our Customer Care team at www.cornellstore.com/contact-us.

How long does the returns process take?
      - Once we process the return, it can take 3-7 business days for your refund.

How soon will I receive my refund?
      - Once we have received and processed the return, it can take 3-7 business days.

My "refund is pending". How long does it take?
      - Please allow 3-7 business days for your refund to process fully.

What do I do if there is a duplicate charge on my account?
      - Contact customer care using www.cornellstore.com/contact-us.

Can I receive store credit for items I return?
      - Yes, please indicate that during the RMA process.

Can I return an online purchase in store?
      - Yes, if the item is in resalable condition. Please make sure to bring any proof of purchase that you have.

What if I do not have a receipt or proof of purchase?
      - If the item(s) are in resalable condition, you will receive a gift card for future purchases. If you are part of the Cornell Community and used your NetId at time of purchase we can look up the transaction.


For the full return policy, visit Returns and Exchanges at the bottom of the page.

Can I request a return on digital course materials?
      - Yes, returns are accepted on digital course materials according to our refund policy: https://www.cornellstore.com/returns-exchanges.

How can I keep a rental textbook?
      - If you wish to keep your rented textbooks permanently, you may do so by converting your rental to purchase by contacting customer care team Monday-Friday 9am-5 pm toll free 800-624-4080 or contact us using the contact form below.

How do I get a refund for an Instant Access charge on my bursar bill?       - Please email InstantAcess@cornell.edu.

How do I sell back my books?
      - Buyback for the end of spring 2020 term is being held virtually – please visit our buyback page for more information: https://www.cornellstore.com/textbook-buying-buyback

How can I order PMEP books?
      - Utilize the search function and type PMEP.


Computer hardware and software may be returned within 7 calendar days from the date of purchase under the following conditions. All hardware and software returns must be inspected by Technology Connection staff prior to a refund being issued. For the full policy, visit Returns and Exchanges at the bottom of the page.

Can a payroll deduction be completed online?
      - To complete a payroll deduction please email tcconsult@cornell.edu.

How can I order a custom-configured computer?
      - For information on custom configurations please visit: www.cornellstore.com/custom-configuration.

Can I extend my computer/laptop rental?
      - Yes, please email tcconsult@cornell.edu.


What is The Cornell Store?
      - The Cornell Store serves the Cornell community by providing products and services to support teaching, research, and outreach. We support multiple units of the university by collaborating to provide retail services at physical locations in Ithaca, New York City, and online. We are committed to enhancing the student experience, facilitating engagement during special events, and helping people celebrate their pride in Cornell. The Cornell Store is a self-funded enterprise operated by Cornell University. Your purchases directly support university programs. For more information visit the about us at the bottom of this page.

Do you offer discounts when buying in bulk?
      - Cornell departments receive 20% off with some exceptions.

Do you have gift cards?
      - Yes. You can purchase gift cards for any denomination in store. To order online click gift cards at the op of the page.

How can I check the balance of a gift card?
      - Contact our Customer Care team at cornellstore.com/contact-us.

How can I check my Cornell Card receipts?
      - Log in to your account to access receipts.

Are your products made in the USA?
      - Some of our products are made in the USA. This information is available on the item description.

What are the care instructions for your garments?
      - Please see the care instructions on the item page.

Do you have an online wish list?
      - Yes, you have that option on the product page. After, you can access your full wish list in "My Account”.

Do you offer any kind of loyalty points for frequent shoppers?
      - Not at this time.

Do your prices vary between locations?
      - Our prices remain consistent between the main store on campus and our satellite locations; online prices may vary.

How can I subscribe to your email list?
      - Enter your email in the newsletter sign up at the bottom of the page.

How can I remove myself from your mailing list?
      - Select unsubscribe at the bottom of an email communication.

How can I request a donation for my school, who do I contact?
      - Please email store@cornell.edu.

I'm having issues with the Cornell Store website, what should I do?
      - First "refresh" the page, if you are still experiencing difficulties please contact the customer care team at www.cornellstore.com/contact-us.



Contact Us

Due to COVID-19, our Customer Care team is currently in a modified operating status and working remotely. Response times may vary and at times be longer than normal. We appreciate your patience and understanding.
Our Customer Care team can also be reached between 9:00am - 5:00pm (EST) seven days a week. Phone: toll free (800) 624-4080.
Required*

(If you have an account with us, please enter the email address associated with your account.)