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Customer Support

For help with account administration such as order status, billing, invoicing and more sign in to My Account or contact Customer Experience. The team is available Monday through Friday, 8 a.m.–5 p.m. EST.



FAQ

Customers who register for My Account access:

  • Instantly preview any eBook available on the GVRL platform
  • Manage contact, billing and shipping information
  • Order print and eBook titles online
  • Renew subscription of electronic resources online
  • View detailed pricing and availability
  • Track order status
  • View shopping cart and manage wish lists
  • Print invoices

How do I register for My Account access?

  1. Proceed to www.gale.com
  2. Access My Account/Sign In.
  3. To the right of the screen, see the following field, New User? Register Now
  4. Enter Account # if known.  (If not, enter your account contact and address information.  Upon validation the user will be provided with an account #).
  5. Enter Zip Code and retrieve information
  6. The Account Name and Address information will now be displayed.
  7. Scroll down and enter contact information.  Once all the required fields are populated click on the Register tab.

*Please note that a confirmation will be sent to the email address provided during registration.

Where is the My Account feature located?

Please visit www.gale.com for Gale products, and www.gale.com/thorndike for Thorndike Press products. The My Account link is located on the top right-hand corner of the page. Click on the link to login.

How can I reach the Gale Technical Support team?

Please contact Technical Support at 800-877-4253 opt. 4
or email gale.technicalsupport@cengage.com

How can I obtain usage statistics for my Gale online resource?

Please contact Technical Support at 800-877-4253 opt. 4
or email gale.technicalsupport@cengage.com

How do I contact my Gale Sales rep?

Please visit www.cengage.com/repfinder/gale to locate your Gale Sales representative.

I am a professor/instructor. How do I request a Gale desk/review copy?

Desk/Review copies can be obtained the following ways:

I have a Cengage textbook question. Who should I contact?

Please contact our parent company, Cengage Learning Customer Service at 800-354-9706 or contact them via support.cengage.com and select the option that best fits your market (i.e. college, student, instructor etc.).

What is the difference between Gale and Cengage?

Gale is a part of Cengage Learning. Gale is a research provider, specializing primarily in reference products.  See our website for more information regarding our products: www.gale.com. Our parent company, Cengage Learning specializes in higher learning products, including textbooks. Learn more about Cengage via their website: www.cengage.com.

How can I change my address?

We offer several ways to make changes to your address.

  1. Contact the Gale Customer Experience team: M-F 8 a.m. - 7 p.m. (EST) 800-877-4253 ext. 54258
  2. E-mail the Gale Customer Experience team: gale.customerservice@cengage.com
  3. Register and make the changes via www.gale.cengage.com/myaccount (Self-service option).
  4. Chat (support.gale@cengage.com)

How can I remove my name from your mailing list?

  1. Contact the Gale Customer Experience team: M-F 8 a.m. - 7 p.m. (EST) 800-877-4253 ext. 54258
  2. E-mail the Gale Customer Experience team: gale.customerservice@cengage.com
  3. Chat (support.gale@cengage.com)

Where do I send payments?

Payments should be sent to:

Gale / Cengage Learning
PO Box 95501
Chicago, IL 60690-0755

Can I pay my invoices via credit card?

Customers can pay their invoices at the point of sale using a credit card.  Gale customers with My Account access may pay their invoices online via credit card.

How do I request a refund on my account?

  • Refund requests must be sent in writing to the Credit Analyst assigned to your account.
  • Contact the Gale Customer Experience team: M-F 8 a.m. - 7 p.m. (EST) 800-877-4253 ext. 54258 for assistance with locating the Credit Analyst for your account.
  • Refund checks will be issued to the mailing address on the “bill to” account, which is the account where the credit balance is being refunded.

What is the email address and/or fax number for placing an order?

The email address is gale.orders@cengage.com. The fax number is 800-414-5043. Orders are processed/confirmed within 24 hrs. of receipt. Orders may also be placed online via My Account (see instructions for My Account registration).

Do you provide return labels?

Prepaid labels are promptly provided if/when a customer reports receipt of a damaged/defective title or if a duplicate shipment is received. These are sent via email or mailed depending on customer preference.

How can I make changes to my standing order?

  1. Contact the Gale Customer Experience team: M-F 8 a.m. - 7 p.m. (EST) 800-877-4253 ext. 54258
  1. E-mail the Gale Customer Experience team: gale.customerservice@cengage.com
  2. Chat (support.gale@cengage.com)

How are shipping charges calculated?

Shipping charges are calculated based on the weight of the items that are purchased. There is no shipping charge on prepaid orders.

How do I request a free product trial?

  1. You may request a free trial by contacting your Gale Sales rep
  2. Registered MyAccount users may request a free product trial by accessing:  www.galetrials.com

Where can I find large print titles on Gale's website?

Large print titles can be found on the Thorndike website: http://thorndike.gale.com. Search options include:

  • Title
  • Standing Order Plan
  • Coming Soon
  • Special Offers
  • Bestsellers

You may also download current Thorndike catalogs; however, please note that the catalog will expire within 3 months of the download.

Where can I access information about Gale product updates?

Real time product updates can be found via: http://blog.gale.com/category/updates.

How do I obtain MARC records for my institution's Gale resources?

MARC records can be accessed via: support.gale.com/marc/products/. Sign in using your institution's LOC ID and you will see a link for your MARC records for your eBooks and databases. Click on the link to access your MARC records.

What is Gale's return policy and address for returning product?

Print titles may be returned within 60 days of the invoice, if the items are in resalable condition. These should be returned via traceable means. The following address should be used for Gale product returns:

CENGAGE LEARNING
Distribution Center
10650 Toebben Drive
Location 04
Independence KY 41051

Please include a copy of your invoice and indicate the reason for the return. Returns should be sent via traceable means through UPS or Federal Express. Return credits can take between 6-8 weeks to post to your account.

Can I cancel an EBook after purchase?

EBooks cannot be cancelled after purchase. Once eBooks are purchased they are a permanent part of your GVRL collection if you opt to maintain access via your hosting fee, which is billed annually.