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Home > FAQs
1. What is iChapters.com?
iChapters.com is a single destination for more than 15,000 new print textbooks, eBooks, single eChapters, and print, digital,
and audio study tools. iChapters provides the freedom to purchase a-la-carte exactly what they need, when they need it.
2. What can I buy at iChapters.com?
iChapters offers printed textbooks, eBooks, individual eChapters, study help tools, including online homework solutions like
CengageNow, OWL, Aplia, Personal Trainer etc. iChapters also offers audio study tools sold as a complete audio book or
individual chapters and select video study tool products.
3. What are the system requirements for accessing content purchased on iChapters?
* Note: JavaScript and cookies must be enabled.
If you have questions about systems requirements, contact customer support: 866-994-2427.
4. What file format is used to deliver the eBook and chapter content?
The files are PDFs. However, to protect the copyrighted content, the PDFs are secured with DRM (digital rights management) software.
DRM software enables secure distribution and prevents illegal distribution of paid content over the Web. SealedMedia (Oracle) provides the
DRM software for iChapters.com. This viewer software is required to access your electronic content.
5. What do I do after I purchase my electronic content?
To access your content, go to My Stuff. Please note: you MUST first download and install the viewer software before you access your content.
A brief system check will occur after your install the viewer to ensure your machine is compatible. To download the viewer,
click here.
6. How do I download the viewer software?
To download the viewer, click here.
A brief system check will occur after you install the viewer to ensure your machine is compatible.
7. Is there an installation guide for the DRM plug-in?
8. I don't know if I've downloaded the viewer software? How can I tell?
To do a system check, click here.
9. How do I access my content after purchase?
Click on the My Stuff link in the top nav bar to access your purchased materials.
You will need to login to access your content in MyStuff.
10. What if my purchased items are not showing up in MyStuff?
During heavy volume periods, it can take several minutes for purchased items to populate your MyStuff page.
If you are expecting to see content and it is not present, refresh the page by clicking your browser's refresh button.
If it’s been 30 minutes or more and your MyStuff page has not populated, please contact Customer Support at 866-994-2427
or email ichapters-support@cengage.com
11. How can I see a list of the items I've purchased on iChapters?
Login to the site and go to My Stuff to view your electronic content. If you would like to view a receipt of your purchase(s)
or check shipping status of a print text, once in MyStuff, click on MyPurchaseHistory.
12. I’ve purchased a CengageNow product. How do I access it?
Login to the site and go to My Stuff. You will see the CengageNow product you purchased listed in MyStuff. Click the “open” button to access it.
Follow instructions on the screen for entering your school information and registering for your course.
For customers within the UK, Europe, Middle East and Africa, you will receive a code by post. For queries, please contact customer services: Phone - +44 (0) 1264 342932 Email – clsuk.ichapters@cengage.com
13. I’ve purchased an online homework solution (OWL, PersonalTrainer, Diet Analysis etc), how do I access it?
Login to the site and go to My Stuff. You will see the online study tool listed. Click the “open” button. A pop up window will appear with your access code and instructions for how to register it.
Simply click on the registration link and enter your access code to access your product.
14. Can I access my content on more than one computer?
You are granted two licenses to your content. You can access your content on a third computer but to do so, you must first check in your license.
15. How can I view my content offline?
Save the PDF file to the desired location. To do this, click the Save icon (to the right of the Unsealer button on the document toolbar)
or choose FileàSave As from the toolbar menu. Choose the location where you would like to save the file and click Save. To open the file,
go to the location where the file was saved and double click the file.
16. How long can I access my content online?
You can access your content offline for a period of 60 days. After 60 days, you are required to login to the iChapters site and reauthenticate your license.
17. How long can I access the electronic content I purchase?
Standard length of access to digital content is 1 semester. Some titles that are published for 2 or 3 semester courses that have a longer content access period. We recommend that you
print an archive (hard copy) of your electronic content before the content expiration date. Please note: Content access period also applies to content you have saved offline.
18. Am I able to print the eBook or chapters I purchased?
Yes, you can print as many pages as you like of the eBook or chapters. Please note, all printed copies will be stamped with your name.
Also, iChapters.com monitors printing and reserves the right to revoke print privileges in the event that they are being abused by a user.
19. What do I do if I have a problem printing?
Please contact Customer Support at 866-994-2427 or ichapters-support@cengage.com if you have difficulties printing your content.
20. Is iChapters compatible with IE7?
Yes, but you must make sure that you are using the latest version of the SealedMedia unsealer software.
Instructions for existing users who have upgraded to IE7:
In order to access your content using IE7, you must update to the most recent version of the unsealer software.
To download the latest version, click here.
Instructions for new users who are using IE7:
To view the content you purchased, you MUST first download and install the unsealer software.
To download the latest version of the unsealer software, click here.
A brief system check will occur after your install the software to ensure your machine is compatible.
21. Is iChapters compatible with VISTA?
Yes, iChapters does support the use of Windows VISTA.
22. Do I need to have a broadband connection (DSL, Cable) to utilize iChapters.com?
Since the full eBook and Chapter files can be large, we do recommend that you utilize a broadband connection for accessing iChapters.com content.
23. What is the difference between the first free chapter (and TOC) and the chapters for sale?
The first chapter of each book (in some cases this is Chapter 0 or Chapter P (preview chapter), and the table of contents are pdf files. These items are included free to provide users the opportunity to review the content in a digital format. You do not need to download the unsealer to view these items. However, you must register to view a free chapter or a table of contents.
Also, purchased chapters show up in MyStuff but the free chapter(s) you viewed will not.
24. Can I access iChapters content with a MacBook (with Intel Dual Core processor)?
Yes, but you must use a Windows OS. Currently there is no version of Adobe Reader and the Unsealer that is compatible with the MacBook. Because iChapters requires the Unsealer, you cannot view iChapters content on a MacBook unless you are using a Windows OS. Parallels and Boot Camp have both been tested with the Windows Unsealer and is compatible.
25. How do I access customer support?
Phone Hours of Operation:
Monday - Friday *8:00 a.m. - 6:00 p.m. EST. Phone: 866-994-2427 Fax: 800-487-8488 * Customer service phone lines open at 8 am EST. Tech support phone lines open at 8:30 EST. E-mail Hours of Operation: Daily E-mail support: Monday - Friday 8:00 a.m. - 5:30 p.m. EST Evening E-mail support: Sunday - Thursday 6:00 p.m. - 3:00 a.m. EST Support E-mail address: ichapters-support@cengage.com Customers in the UK, Europe, Middle East and Africa: Phone - +44 (0) 1264 342932 Email – clsuk.ichapters@cengage.com
26. I live outside of the US, can I make purchases on iChapters.com?
iChapters.com currently supports sales to US and EMEA (Europe, Africa, and the Middle East) customers only.
Storefronts To visit the US store, go to www.ichapters.com To visit the EMEA store, go to www.ichapters.co.uk Other Regions If you are a customer outside of these regions, we apologize that we cannot serve you at this time. We have plans to expand into other regions throughout 2008 and 2009. Please check back regularly. Or, if you would like to be notified when we rollout additional storefronts, click here to register and we’ll notify you via email.
27. When I attempt to view a Chapter I receive the following message: "You do not own this document."
This is likely the result of your being logged out of the system. Please go back to the homepage (http://www.ichapters.com),
click the log out button at the top of the home page and login again.
28. I am receiving "no license available" message when I attempt to view my eBook or Chapter.
Please call 866-994-2427 or email the support team at: ichapters-support@cengage.com.
Please include your username and purchase confirmation # to expedite the handling of your inquiry.
29. Why are some images not present in the eTexts and Chapters?
Digital content is functionally equivalent to the print textbook.
In some cases, individual items have been removed for web delivery.
30. What is iChapters' returns policy?
Refunds or exchanges are available for non-electronically delivered products within 30 days of purchase. Refunds are not available for items delivered electronically, including eBooks, eChapters, and Access Codes for online products. Returns must be in saleable condition. All software and CD-ROMs must be returned to Cengage Learning with the original envelope seal or package seal unbroken and intact.
31. I purchased the same chapter twice by mistake. What do I do?
Please contact Customer Service for a refund.
32. How long does it take for a print textbook to ship?
Anywhere from 3 – 5 business days
33. Can I receive a refund on the purchase of an eBook if I drop my class?
No, we do not accept returns of any digital products
34. What are closeout titles?
Closeout products are not standard new textbook offerings. They are titles that are either going out of stock, slightly damaged or imperfect on the outside but in new condition on the inside, or may be going out of print. These books are priced lower than other titles because they are not standard new textbooks and are non-returnable.
35. What is the iChapters.com privacy policy?
Click here to read our privacy policy.
36. How do I get free shipping?
Free shipping is offered for orders of $40 or more.
37. I purchased an eBook at my bookstore. How do I access it?
On the home page, click on the orange link in the footer called “Redeem a Pre-Paid code.” Enter the code you received when you purchased your eBook and click the “Redeem” button. Follow the directions to complete the code registration process.
Once you complete the process, you’ll be able to access your eBook via My Stuff.
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