We’re committed to supporting you.
From everyday technical support to customised solutions, our team is always ready to help. Whatever your question, we’ll be with you every step of the way.
View our FAQs below and if the answer to your question isn’t there, you can chat, call or email us.
Goods are returnable within 12 months of purchase, except for:
If eligible, Pearson will provide a Return Material Authorisation (RMA) document. This document will be valid for 60 days and will need to be included with the product being returned.
You’ll receive the refund via the same method used to pay for the purchase.
When returning an item, the postage cost is at the expense of the customer if they have chosen the wrong item or have changed their mind. If the item is an incorrect item shipped from what was ordered, or damaged, Pearson will pay for the item to be returned.
Before initiating a return request, please check our Returns Policy to make sure your products are suitable for a return and then follow the Returns process below.
Returns process
1. Send us an Email
Please send us an email at customer.service@pearson.com.au
Remember to include the following details:
- your name
- the original invoice number for your order
- the reason for the return
2. Complete the necessary documentation
We will email* you a Return Material Authorisation document. The completed document needs to be included with the returned goods.
3. Processing the return
We will examine the returned product and if the product is in good condition for resale we will process the refund as soon as possible.
Please note: Digital products including eBooks, eTexts and access codes, videos and opened software can't be returned.
* A customer can also request for Return Materials Authorisation document to be mailed.
Occasionally the version of a product you have ordered will not be available. If this occurs Pearson may substitute your order with a similar product such as a newer edition, that will have an alternate ISBN (International Standard Book Number).
Pearson Australia guarantees your complete satisfaction with every purchase. If you are not entirely satisfied with any product you can return it in original condition within 30 days for a full refund (less freight).
You can contact us via email to receive a Return Materials Authorisation document. Please note all returns requests must be received in writing; we cannot authorise a return over the phone.
Schools customers: schools@pearson.com.au
Higher Education customers: customer.service@pearson.com.au
Please note: Digital products including eBooks, eTexts and access codes, videos and opened software can't be returned.
The first time you visit this website, you will be asked to change your password. Once you change your password, you should use that password to login to many other Pearson websites, including Pearson Places, Revel and ActiveLearn Primary.
If you are having trouble with your Reader+, click here to access the Reader+ help page.
The camera on your phone or tablet can be used to scan a QR code. When successfully scanned, your device will prompt you to visit the intended webpage.
Many phones or tablets have built-in QR scanning functionality. To find out if yours does and to use this functionality, simply follow the steps below.
To use a QR code on your device, follow these steps:
If you purchased this access code from Pearson directly, please contact our Customer Care team for assistance: tech.help@pearson.com
Please ensure you have your order confirmation or proof of purchase information handy. If you purchased this access code from a bookstore or other reseller, please contact that company directly for assistance.
We are very happy to work with schools and other organisations to adapt our content so that it can be easily used by students with different needs. Schools and organisations can complete a Accessibility Request Form to start the process:
Please note that parents and students cannot submit this form, schools or organisations should submit this form on behalf of their students.
If you have purchased a primary/secondary eBook, (i.e. Pearson Science 8 eBook): Please ensure you have downloaded the Pearson App :
You can download our eBooks to the App for use offline.
If you are having trouble with the App, please email our schools digital team at help@pearson.com.au. Please tell the team:
You username for Pearson Places
The school you attend
The full title of the resource you are using
If you can include a screenshot of the issue that will help the team assist you more quickly.
You can also call Customer Service on 1300 473 277.
Once the VitalSource eBook is purchased you can view the access code and instructions via your Bookshelf (top right of this website).
The instructions will guide you to the VitalSource website to login or create an account. From this point, simply enter in your access code.
Please contact the Higher Education digital support team for help:
Email: tech.help@pearson.com
Live Chat: http://support.pearson.com
Phone: 1300 473 277
You will need to tell the team:
Your access code (if applicable)
Your email address
The name of your university or institution
The name of your course
The title of your resource
Browse the Pearson Places FAQs to find out how to reactivate a secondhand eBook (and more).
Some textbooks will have the answers to the questions or activities printed in the back of the book, but for many titles we only share the solutions with educators (for example, classroom teachers, course coordinators, tutors). Some educators will use the questions in our resources for formal assessments, and so they may need to manage access to the solutions carefully.
If you or your student are using a Pearson title as the prescribed resource for studies at school, uni or TAFE, please contact the educator to ask for access to the solutions.
If you have bought a Pearson resource to use for self-directed study, please contact our Customer Care team to request access to the solutions.
Course coordinators currently employed at an Australian, New Zealand or Pacific school, university, RTO or other education institution may be eligible to access instructor resources.
Homeschool parents who hold a current home school ID number can also access these resources.
Student teachers, private tutors, parents and students are not eligible to access the educator resources.
Due to permissions and distribution restrictions, we are not able to share the instructor resources with educators who are based overseas. Please contact Pearson in your local area for help accessing resources.
Homeschool parents are very welcome to register with Pearson for educator resources. Please register with us here:
Private tutors are not eligible to access instructor resources.
Most higher education, vocational and professional resources have free accompanying instructor resources. These are accessible to educators/instructors once a text has been adopted for a course/unit via the Resource Centre
To access, you will need to login using your educator account and go the Resource Centre. Once logged into the site, the files will be accessible to you. If you don't have an educator account you will need to sign up as an educator/teacher and have your account validated.
We also supply instructor resources to many of our higher education global editions. These are housed on the US or UK site. Please contact us if you require specific instructor resources for global editions.
Some products have instructor resources that require you to be registered with Pearson as an ‘educator’ in order to access them.
To find if your product has any instructor resources go to the Resource Centre and search by product name, ISBN or browse the options.
The products displayed in the Resource Centre will show whether the resources are available free to download or if they require 'educator' access.
If you are not registered with us as an educator, you will need to sign-up via Resource Centre. The request will come through to the customer service team for verification. Please keep in mind that this account can take up to 2 business days to be approved. Once you are approved, you will be able to access the resources.
If you are an Australian secondary or primary teacher, most of the teaching resources for our Australian schools titles, are available via pearsonplaces.com.au
If you are a New Zealand secondary or primary teacher, you will the teaching resources for the New Zealand products in the Resource Centre.
To download this file, you will first need to download the TestGen program. To download, please follow these instructions:
Go to pearsoned.com/testgen
Click ‘Downloads’
Login details:
Username: tginstructor
Password: testgen2012
4. Click ‘TestGen Desktop Application’
Click either ‘PC’ or ‘Mac’ as applicable to you
Click ‘Save’ to download the Installer.
Once downloaded, find the install application and install TestGen to your computer (we recommend using all the default settings during the installation process).
Once this program is installed, you will be able to open the .bok testbank files within TestGen.
Please contact your instructor to request help reviewing your work if the solutions to your particular resource are restricted.
The first time you visit this website, you will be asked to change your password. Once you change your password, you should use that password to login to many other Pearson websites, including Pearson Places, Revel and ActiveLearn Primary.
Go to 'Sign In' top right of the website and select 'Create an account'. Fill out the registration form.
Go to 'Sign In' top right of the website and select 'Forgot your username or password'.
You can also reset your password from the Pearson Sign-in page (top right). Select “Forgot your username or password?” and following the prompts.
Your password will be sent to the email address that you used to register with Pearson, so please check that email inbox to see if the reminder email has arrived. Also, check your spam folder, just in case. If the email doesn’t arrive, please contact our Customer Service team for further assistance:
customer.service@pearson.com.au
Ph: 1300 473 277
Or you can use the Live Chat button on this website to chat with one of our team during business hours.
Error message: Your username or password is incorrect
If you are seeing this error message, the first thing to do is to reset your password.
Possibly your old password no longer meets our new security requirements.
Once you have reset your password, try logging in again.
Error message: We can't find anyone with that email address.
The best way to fix this error is simply to create a new account using the same email address.
Our new system will match this new account to your existing account, and bring across all your order history and other information.
Click the Sign In link, then click the button Create Account to start the process.
Error: We are unable to log you into your account
Please contact our Customer Care team for help. Please share the following with the team:
To search for products, use the search bar at the top right of the website. You can search by title, author, ISBN or key term.
When you have found the item you wish to purchase, select Buy now.
You can view your cart contents at any time. When in the shopping cart you can alter the order quantity or remove an item from your cart.
An ISBN is an acronym for International Standard Book Number. It’s usually 13 digits long, found just above the barcode of the book.
Orders for physical items that are in stock will be trackable. Once your order is shipped, you will receive an email containing a tracking number and a link to see the status of your order on the courier's website. Back ordered items may be tracked differently and will be sent as soon as they arrive. Please contact us for more details.
If one of your selections is not currently in-stock, we will ship your order as soon as it is available.
If you order multiple products and an item is out of stock, the in-stock items will be shipped straight away and the remaining items will follow once they are in stock.
You can always cancel your order while you are waiting for your backorder to come into stock. Simply email your request to Customer Service.
Schools: schools@pearson.com.au
Higher Education: customer.service@pearson.com.au
Please be sure to include your order number with your request.
You cannot order printed/physical products from this website, if you are located outside Australia, New Zealand, Tonga, Samoa, Fiji or the Cook Islands. Please contact your local Pearson Office.
International orders are accepted for digital products only.
Delivery is free for any orders placed through this website.
This can vary depending on where you live, and which resource you have purchased.
Digital access codes will be emailed out to you once your order is complete.
Resources that are currently in-stock are processed by our warehouse and delivered by standard post.
Delivery times are also listed at the bottom of your order confirmation email.
Shipping times will depend upon the stock status of the items you have chosen.
Australia
| Stock Status | Delivery Time |
|
Digital Products |
Immediately |
|
In Stock |
4 - 6 business days Deliveries to Western Australia and regional areas will take longer |
|
Out of Stock |
Up to 100 days. |
| Area | Delivery Time |
|
Melbourne |
2 business days |
|
Sydney, Canberra |
4 business days |
|
Adelaide |
2 - 3 business days |
|
Brisbane |
3 - 4 business days |
|
Perth, Darwin |
6 - 7 business days |
New Zealand
Air freight shipping from our warehouse is not currently available. All orders are being sent by sea freight until further notice.
| Stock Status | Delivery Time |
|
Digital Products |
Immediately |
|
In Stock |
7-10 Days- Airfreight 4-5 weeks - Seafreight |
|
Out of Stock |
Up to 100 days |
In Australia, the majority of deliveries will be dispatched by Australia Post, but at our discretion we may opt to dispatch with XL Express.
Customers can contact customer.service@pearson.com.au to ask which courier has been used for their order.
We do not provide delivery to overseas addresses as part of our normal service.
Please contact your local Pearson division for more information on resources that are available in your area.
No, we do not currently offer an express post option.
Pearson Australia does not have a store or shopfront, but our resources are stocked by all educational textbook resellers, including university bookshops, as well as major retail chains.
If you place an order with Pearson for primary or secondary school resources with your school's trading account, we will hold your order in our warehouse and only deliver it to you once school resumes in the following term.
If you ordered with a personal account (including guest checkout) and paid via credit card then the order will dispatch as normal during the holidays. Please contact our Customer Service team if you do not wish to receive your order during the holidays.
You can pay with either VISA or MasterCard.
For Australian customers, you can also select PayPal or Zip Pay.
We no longer offer eCommerce trading accounts.
When your order is dispatched is when your credit card will be charged.
Your Sales Order Acknowledgement will document all product charges. It will state your payment option selected.
A Sales Invoice will be emailed once your order is dispatched.
We do not store your credit card information. All credit card details will be entered directly into our payment gateway provider hosted fields (Cybersource). All payment details are processed and stored securely with Cybersource.
If you need to raise a purchase order for Pearson products in EdConnect, please use Vendor Number or Vendor ID: 0100097165.
Creating your very own Zip Pay account is simple! Select Zip Pay at checkout or get pre-approved now. All that is required is your social media account (we won’t post to your account) and to confirm the details that you would normally enter when shopping online. (e.g. Name, email, mobile, DOB and gender). Subject to approval, this process takes only seconds after, which allows you to complete your purchase and pay for it when it suits you! Once you’re approved for your Zip Pay shopping account, you can continue to reuse it as much as you like.
Any Australian citizen or permanent resident who is 18 years or older may be eligible for a Zip Pay account.
At the end of every month, you can choose to pay off your balance in full, or simply make a payment that suits your budget. A Monthly Service Fee applies. For all fees and any other charges, refer to the zip website for details.
To ensure you never miss a payment, you can setup a direct debit to automatically make repayments. This can be set to run for as much as you like and as frequently as you like. Alternatively, a one-off payment can be made at anytime by simply logging into your Zip Pay Digital Wallet and selecting 'Make a Payment'. Payments can be made online by debit card, credit card or BPAY.
You’ll need to contact us directly to organise returns and obtain refunds on a Zip purchase. Once the request is processed and approved, your Zip account will be credited with the agreed refund amount. The funds will then be put towards any balance currently owing on your account.
Call: 1300 ZIPPAY (1300 947 729)
Email: hello@care.zip.co
For more information visit: https://zip.co
