Online Ordering and Accounts
Book Orders
Shipping
Returns
Online Ordering
Q: What is My Bookshelf?
A: My BookShelf has replaced MyDownloads. Once you have located a book in the online book catalog, you can add it to your BookShelf to order downloadable books. (If you would like a compact disc instead, please be sure to select “Order CD” for compact discs.) Click the “Download & Listen” button to install the new Audiobook Manager to sync your books to your playback device. The Audiobook Manager is not currently compatible with Mac computers. If you are on a Mac computer, you will continue downloading your books using the Download Manager.
Q: How can I create an online account?
A: In order to establish a login name and password, visit the Creating your Online Account page. You must have the following information available:
- Your active Learning Ally Membership ID Number*
- A valid e-mail address. If you already provided an email address when you registered with Learning Ally, you should use it here. If you did not, you may still proceed.
- Your birthday (for individuals)
- Your shipping address zip code (for institutions)
An activation code is issued after the initial registration to the Ordering Center. You will need reply to an email to finalize your account.
*Please note that Learning Ally individual membership id numbers begin with the letter "I" or the first four letters of your last name. Institutional membership id numbers begin with the letter(s) "A" or "AG".
back to the top | back to FAQs page
Q: Why can't I log in?
A: Check the following:
- You are currently registered with Learning Ally.
- Your account is active. If you don't have an account, sign up now.
- Your e-mail address is active. If you provided Learning Ally with an e-mail address when you registered for membership, make sure you use that same address when you log in.
- You have activated your Learning Ally online account.
- You are using the correct login name and password.
If you need further assistance please contact Member Services at 800-221-4792.
back to the top | back to FAQs page
Q: What should I do if I forgot my user ID?
A: On the Member Log In screen, select Forgot User ID? To receive your user ID you will need your account number and your e-mail address. If you do not know either of these, email Custserv@LearningAlly.org or contact Member Services at 800-221-4792.
back to the top | back to FAQs page
Q: What should I do if I forgot my password?
A: On the Member Log In page, select Forgot Password? To receive your password you will need your user ID and your e-mail address. If you do not know either of these, email Custserv@LearningAlly.org or contact Member Services at 800-221-4792.
back to the top | back to FAQs page
Q: Why do I need to give an e-mail address?
A: Registering your e-mail address with Learning Ally allows us to communicate important account information and Learning Ally news through e-mail. By having your e-mail address, we will be able to confirm your online account, orders and respond to any inquiries. We do not share this information with other companies.
back to the top | back to FAQs page
Q: What do I do if my e-mail address has changed?
A: Your e-mail address is your user ID. If your e-mail address changes, you must update your profile so that you can continue to get communications and information from Learning Ally and be recognized as an Learning Ally online account holder. If you place an order using your old e-mail address, you will not receive order confirmations.
To update your e-mail address, you must log in using your current ID and password. Then select the My Account button, which will bring you to the Change Account Information page. Select View/Change Account Information, make the desired changes, and then select the Update button at the bottom of the page.
back to the top | back to FAQs page
Q: Do I have to have an online account with Learning Ally?
A: No, you don't have to have an online account to order books and players. However, an Learning Ally online account offers many benefits. You can search Learning Ally's entire book and product catalogs and then place your book order or purchase players and software. You also may save a book list for ordering at a later time or request installments of not-yet-completed books. Finally, you may check order status and view and update your account information 24/7.
back to the top | back to FAQs page
Q: Can my school have more than one ID and password?
A: Currently, our systems are only able to support one user ID per Learning Ally account.
back to the top | back to FAQs page
Q: My Institution's personnel have changed. How do I update this information?
A: All Institutional member contact information must be submitted in writing. Please email changes to Member Services: aimcustserv@LearningAlly.org or fax to 609-987-8116.
back to the top | back to FAQs page
Q: Why do I have to use an activation code to order online?
A: An activation code is issued at the initial registration to the Ordering Center. Once your account is activated you will not need this code to place further orders.
back to the top | back to FAQs page
Q: My session timed out. Will I lose my order?
A: If your session times out, you will automatically be logged out of our site. Any orders that have been completed will not be lost but any items left in your shopping cart will be removed.
back to the top | back to FAQs page
Q: Why are items in my shopping cart are no longer there?
A: There are several reasons why items may no longer be in your shopping cart. First, if you completed an order for you items, they are automatically removed from your shopping cart. Second, if you logged out of the site and returned, the items are removed as well; items must be put into a saved items list if you wish to keep them after you log out as the shopping cart is always emptied when you log out. Another possibility is that your session timed out, which automatically logs you out and empties your shopping cart. If you have received an error message during your visit to our site and were asked to log in again; a site error forcibly logs you out and empties the cart.
back to the top | back to FAQs page
Q: Why was my credit card denied/rejected?
A: To find out why your credit card was denied or rejected, contact our Member Services department at 800-221-4792.
back to the top | back to FAQs page
Book Orders
Q: How do I place an order?
A: You can order your audiobooks online by visiting our catalog. You may browse the book catalog without logging in, but you must log in to place any orders.
To order Downloadable DAISY books, you must log into your online account. If you do not already have an online account, setting up an account is simple and free.
To order by:
Provide the following information:
- Member I.D. (Your member I.D. starts with the letter "I", not the number 1.)
- Name
- Daytime phone number
- Mailing address
- Book title and/or shelf number
- Author
- Copyright date, edition and/or grade level
back to the top | back to FAQs page
Q: What information should I have ready when calling to place a book order?
A: The book ordering process will go much more quickly once you obtain all the pertinent information about the titles you are requesting. Please supply the following information when you place an order:
- Your name
- Your membership number
- Your school's name (for Annual Institutional Memberships)
- The Learning Ally shelf number (you can access it from the online catalog)
- Book's title
- Author's full name
- Copyright date
- Edition or grade level for each book
- ISBN, usually located on the back cover
- Whether you wish the book on CD or in downloadable format. Note that special equipment is needed to play our audiobooks.
back to the top | back to FAQs page
Q: What are the payment options?
A: Online orders can be paid by Visa, MasterCard, Discover and American Express. Schools and agencies can submit purchase order information for payment. Mail orders can be paid by check, money order, purchase orders and credit cards.
back to the top | back to FAQs page
Q: How can I cancel an order?
A: To see if your order can be canceled, please contact Member Services at 800-221-4792. If your order has already been processed and shipped to you, we unfortunately cannot cancel it. If you still do not wish to receive your order, you may do one of two things 1) Follow normal return procedures, or 2) Refuse delivery of the package and when it is returned to us, a credit for the merchandise total will be issued to your credit card. (Shipping and handling are non refundable.)
back to the top | back to FAQs page
Q: What is the standard turnaround time for processing an order?
A: It takes approximately 2-3 business days to have your order ready to ship.
Our busiest times are the months of January and August through mid-October. Processing a book request can take up to a week during this time and mail delivery may add an additional two weeks. We encourage you to place your book requests well ahead of these months.
Our downloadable books are immediately processed through our website.
back to the top | back to FAQs page
Q: Is there a limit on order quantities?
A: If you are an individual member, there is no book limit. If you are an institutional member, the annual book limit depends on your level of service i.e. Level 1 = 25, level 2 = 50, level 3 = 100. Institutions may purchase add-on packages if they feel they will exceed their book limits in the course of the membership year.
For books in the process of being recorded, institutions are limited to five copies of a title and individuals are limited to two copies. There is no limit on equipment orders.
back to the top | back to FAQs page
Q: How can I see how many more books I can order this year?
A: The My Account page lists "Books Ordered" and "Book Limit" for this Membership Year. Subtract "Books Ordered" from "Book Limit" to know how many more books you can order this year.
back to the top | back to FAQs page
Q: I have used up all my books allowed. Now what do I do? (Institutions)
A: Member Institutions who have reached or exceeded their book limit can purchase add-on packages to enhance their membership. Please view the add-on packages or call Member Services at 800-221-4792. Add-on packages can be purchased at anytime during the membership year.
back to the top | back to FAQs page
Q: Can I review my order history?
A: Members can look up their order history by selecting the Order History button.
back to the top | back to FAQs page
Q: How can I see a listing of books that I returned to Learning Ally?
A: Currently, you cannot see a listing of the books that you returned to Learning Ally; this function may be included in a future enhancement to the site. However, you can view a list of books that are currently listed as in your possession. Select the My Account button. The My Account screen contains a section entitled Books in Possession. If a book is not listed as in your possession, you may assume that we have received the returned book. If a book you returned is still listed as in your possession, please contact member services at 800-221-4792 to resolve the problem.
back to the top | back to FAQs page
Q: How do I print a list of the books I have borrowed?
A: Select the My Account button. On the My Account screen, there is a section called Books in Possession. You may print this page by using the print function on your web browser. Or, you may select the Order History button, select the order history you wish to see, and select View Order Details for each order you wish to print.
back to the top | back to FAQs page
Q: Why can't I order digital books?
A: To order digital books you must obtain and sign a Copyright Agreement Form. You may also obtain the form by contacting member services at 800-221-4792. Learning Ally members who reside outside of the United States, unless they are US citizens living temporarily abroad for studies or military service, cannot order books in a digital format. Please see Can I place a book order outside of the US?
back to the top | back to FAQs page
Q: Can I order a book if I am not a Learning Ally member?
A: No, you must be a Learning Ally member to order books. If you wish to become a member, register online or call our member services department at 800-221-4792.
back to the top | back to FAQs page
Shipping
Q: What are the shipping options?
A: DAISY CDs are shipped Free Matter for the Blind and Other Physically Handicapped Persons which can take up to two weeks to arrive.
We also offer United Parcel Service (UPS) or USPS (United States Postal Service). Payment is required at the time of the order. Upgrading your shipping method will not change the processing time but will affect how quickly you receive your order.
Equipment orders must be shipped UPS to street addresses only. (No PO boxes)
Our downloadable books are delivered immediately through our website.
back to the top | back to FAQs page
Q: How can I tell if my order was shipped?
A: Log into your account, select the Order History button, scroll to find your order, and select View Order Details. The estimated ship date and actual ship date are displayed.
back to the top | back to FAQs page
Q: How can I track my order?
A: UPS orders can be tracked online. Log in to your account, select the Order History button, scroll to find your order, and select View Order Details. The Shipping History section contains the UPS tracking link for your order.
Free Matter and first class orders are not traceable.
back to the top | back to FAQs page
Q: How can I change my shipping address?
A: Log in and go to My Account, select View/Change Account Information, and select the address to update and select Edit. Make the necessary changes and select the Update button.
back to the top | back to FAQs page
Q: Can I change my shipping address temporarily for a single order?
A: Individuals can create an additional ship-to address that can be used for any order.
Institutional accounts cannot create a temporary address for a single order. Institutions must contact Member Services at custserv@LearningAlly.org to change their ship-to address.
back to the top | back to FAQs page
Q: Can I ship to multiple locations?
A: Only one shipping address per order is permitted.
back to the top | back to FAQs page
Q: What if I haven't received my order?
A: If you do not receive your books within 15 business days of placing your order, check the order status by logging in to your online account and selecting the Order History button. Scroll to find the order and select View Order Details. The Shipping History section will display the shipment date and mailing method of the order. If more than 15 business days have lapsed since the order was placed, contact Member Services at 800-221-4792.
back to the top | back to FAQs page
Q: Can I place a book order outside the US?
A: Regrettably, U.S. copyright restrictions continue to preclude us from being able to serve our international members by shipping or offering downloadable digitally produced audiobooks outside of the U.S. Learning Ally has valued our international members and until recently, RFB&D/Learning Ally has been able to offer the option of converting selected titles from digital to an analog 4 track cassette format. Unfortunately, we are no longer able to produce that 4 track format for our international members. Learning Ally does not currently provide school or institutional memberships for foreign-based institutions.
back to the top | back to FAQs page
Returns
Q: Do I need to return my DAISY CDs when I am finished using them?
A: Learning Ally members no longer have to return DAISY CDs during or at the end of their membership year.
Per US Copyright laws, Learning Ally DAISY CDs can not be transferred to or shared with any person who is not an Individual member or has not been certified and is receiving services under an Institutional membership. Please destroy any DAISY CDs you will no longer be using. If you have the ability to shred and recycle the material, please take advantage of this eco-friendly resource.
back to the top | back to FAQs page
Q: Do members have to return digital installments?
A: No. Learning Ally members no longer have to return DAISY CD installments during or at the end of their membership year.
Per US Copyright laws, Learning Ally DAISY CDs can not be transferred to or shared with any person who is not an Individual member or has not been certified and is receiving services under an Institutional membership. Please destroy any DAISY installment CDs you will no longer be using. If you have the ability to shred and recycle the material, please take advantage of this eco-friendly resource.
back to the top | back to FAQs page
Download a free version of Adobe Reader for viewing and printing Adobe Portable Document Format files (PDF).