Frequently Asked Questions



Topics


General Questions
Online Orders
Shipping
Returns & Exchanges
Technology
Gift Cards
Department Purchases
Regalia



General Questions


Yes! Verified UMass Amherst faculty and staff can use your 10% discount online. Contact our customer service team or click the chat bubble in the bottom-right of the web page to find out how.



Unfortunately, we are unable to offer the alumni discount online at this time.



Unfortunately, our store does not handle textbook sales, as those are done through eCampus, UMass’s textbook partner.

Please contact bookstore@ecampus.com for information about your order, or try calling their general number: (877) 284-6744.

Online Orders


Please contact our Web Orders Department at web.orders@umassstore.com form on our website with a description of the issue. Please include your name and order number. Alternatively you can start a live chat with one of our agents by clicking the chat bubble at the bottom right of our website. You can also call us directly at (413)545-2619 and ask for the online orders department.


If you would like to add an item to your order, then we suggest you call us directly at (413)545-2619 and ask for the online orders department. Alternatively, you can also start a live chat with one of our agents by clicking the chat bubble in the bottom right corner of our website. If your order has not been packed by our team, we should be able to add the item you would like to the same shipment.


If your gift card has 16 digits, please try entering only the last 9 and see if that solves the issue. If the issue persists, please contact our Customer Service Department at customer.service@umassstore.com with a description of the problem, and one of our online order associates will get back to you about the issue.

For a more immediate resolution, you can start a live chat with one of our agents by clicking the chat bubble in the bottom right corner of our website. You may also contact us directly at (413)545-2619 and ask for the online orders department.


You can log into your account to check the status of your order. If you checked out as a guest, you will not be able to check your order status, however, you will receive an email when the order has shipped.

Shipping


Shipping fees are dependent on the item you are purchasing. Standard shipping fees range anywhere from $2 to $8, however, certain items such as custom orders, technology, chairs, diploma frames, etc. have higher shipping fees, which are listed on the item pages.


We do! When you enter your address, you will see the shipping options change to any available international methods for your location. The fee is calculated in real-time by UPS.

However, the following items are not eligible for international shipping: custom orders, technology, chairs, diploma frames, regalia.


Unfortunately, we are unable to ship to PO boxes.


We only require signatures for technology purchases, but not for general merchandise. UPS, however, may require a signature for your item if they do not feel comfortable leaving it on your doorstep.


We try to ship orders out within 24 hours of receiving them. During peak times, our turn-around time might be slightly longer. In general, most orders shipping to the local area will arrive in 3-5 days. Shipment during peak holiday season can be up to 2 weeks.


Please contact our Web Orders Department at web.orders@umassstore.com with a description of the problem. Be sure to include your name, order number, and tracking number. One of our web associates will then contact you to resolve the issue.

Returns & Exchanges


Any undamaged/unworn item with the tag still on can be returned within 30 days of purchase. Please note that returns are shipped at your own expense.


Items purchased in store must also be returned in store. Please check our Store Hours page for information on our open hours. Any undamaged/unworn item with the tag still on can be returned with a receipt.


Online orders can be returned in the store with a receipt as long as the item(s) are undamaged/unworn and still have the tags attached. Please check our Store Hours page for information on our open hours.

Alternatively, you can also send your return back to our store at the following address:

UMass Store
Attn: Online Returns
One Campus Center Way
Amherst, MA 01003

Please include your order number, a copy of your receipt, and a brief description of why you are returning the item. Once the item(s) arrive at our store location, our online orders team will process your refund.


Pick up in-store orders can be returned in the store with a receipt as long as the item(s) are undamaged/unworn and still have the tags attached. Please check our Store Hours page for information on our open hours.

Alternatively, you can also send your return back to our store at the following address:

UMass Store
Attn: Online Returns
One Campus Center Way
Amherst, MA 01003

Please include your order number, a copy of your receipt, and a brief description of why you are returning the item. Once the item(s) arrive at our store location, our online orders team will process your refund.


If you would like to exchange an item you ordered, please contact our Web Orders Department at web.orders@umassstore.com with a brief description of what you would like to exchange your item(s) for, your order number and your full name. For a more immediate response, you can also start a live chat with one of our associates by clicking the maroon bubble in the bottom-right corner of the website. Our online orders team will then contact you to ensure we have the item you would like as an exchange.

If we have the item(s) you want, then please ship your exchange back to the store at the following address:

UMass Store
Attn: Online Returns
One Campus Center Way
Amherst, MA 01003

Please include your order number and a copy of your receipt in the shipment. Once we receive the package, our online processing team will complete the exchange for you and send you the alternative size.

Alternatively, you may also come to our store to exchange the item directly. Please check our Store Hours page for information on our open hours.


Typically, traditional exchanges will take about 2 weeks from the time you've returned the original item for the replacement to reach you.


If you need your item exchanged quickly, then we suggest calling us directly at (413)545-2619 and ask for the online orders department. Our online orders team will then advise you to place a new order online and ship the other item back separately to the following address:

UMass Store
Attn: Online Returns
One Campus Center Way
Amherst, MA 01003


If you received the wrong item, please contact our Web Orders Department at web.orders@umassstore.com with a brief description of the issue, your order number, your full name, and the address you will be shipping the item(s) from. Our online orders team will then provide you with a return label for the item(s) via email.

If you would like a replacement or the correct item sent to you, please specify this in your message and our online orders team will check our inventory to confirm if we have the product to send.

Once the item(s) arrive at our store location, our online orders team will process your refund. If we have the replacement you want, it will be shipped to you free of charge.


If your order arrived damaged, please contact our Web Orders Department at web.orders@umassstore.com with a brief description of the issue, your order number, your full name, and the address you will be shipping the item(s) from. Our online orders team will then provide you with a return label for the item(s) via email.

If you would like a replacement or the correct item sent to you, please specify this in your message and our online orders team will check our inventory to confirm if we have the product to send.

Once the item(s) arrive at our store location, our online orders team will process your refund. If we have the replacement you want, it will be shipped to you free of charge.

Technology


Please contact our Tech Department at computers@umassstore.com with a description of what you are looking to order and one of our technology associates will be in touch with you. Alternatively, you can also set up an appointment with one of our specialists.


Technology purchased through our store can be returned within 7 days if the box is unopened.


We are able to do repairs on computers and iPhones. Please set up an appointment with one of our specialists to drop off your damaged item.

Gift Cards


If your gift card has 16 digits, please try entering only the last 9 and see if that solves the issue. If the issue persists, please contact our Customer Service Department at customer.service@umassstore.com with a description of the problem, and one of our online order associates will get back to you about the issue.

For a more immediate resolution, you can start a live chat with one of our agents by clicking the chat bubble in the bottom right corner of our website. You may also contact us directly at (413)545-2619 and ask for the online orders department.



We collect email addresses with all gift cards so that you have a backup in case the card is lost. We recommend you enter your own email so that the recipient isn't informed of their gift before they are given the physical card.


Our system requires a shipping address for digital gift cards as a safety measure. The shipping address should match the billing address in this instance.


Our web team must process the order before you will receive the gift card number. We estimate this to take no longer than 2-3 days.

Department Purchases


We are not able to accept University Purchase Orders and Speed Types on our website, however, we do accept both in store. Our team is also able to process orders for you over email through our back-office and charge to University Purchase Orders and Speed Types. To do this, please contact customer.service@umassstore.com.



Department charge cards can be used online, however, we are unable to add the departmental discount and tax-exempt status to online orders.



We can absolutely help with any custom or special orders. Please contact our special orders department to get the process started.

Regalia


Unfortunately, the campus store does not handle undergraduate regalia. We suggest you contact the Undergraduate Commencement Office via email or phone.

Email: commencement@umass.edu

Phone: (413) 577-1101


Graduate regalia is available for pick-up at the campus store typically 2 weeks prior to commencement. You may pick up your regalia in person or hold it for store pick-up online.

If you have further questions regarding graduate regalia, we suggest you contact the Graduate Commencement Office via email or phone.

Email: gradcommence@grad.umass.edu

Phone: (413) 545-0722


Doctoral regalia is available for purchase and rental on our Regalia Page. Please note that all orders are custom and can take up to 4 weeks to arrive.