Help

Using The Site How can I browse Nelson Thornes products? Firstly, you will need to click on the relevant headings (i.e. Teachers) and then browse all of our print materials, CD-ROMs and online resources by level and then by subject area by clicking the relevant level of resources on the left-hand side of the screen. How can I make a quick search for a product? Just click on the SHOP heading at the top of the screen and search by title, author, ISBN or keyword. How can I find my local Product Specialist? To find out your local Product Specialist, click on the Contact Us button at the bottom of the screen. Where can I find details of Nelson Thornes stockists outside the UK? Click the International heading at the top of the screen for details of all our International stockists. Where can I find information on Nelson Thornes the company? To access our company information, click the About Us button at the bottom of the screen. Technical Support The website has a Technical Support area situated within the eLC Centre, which includes updates, installation information and network instructions. If you require further technical support, please e-mail technicalsupport@nelsonthornes.com or telephone our Technical Support line on 01242 267383. How do I know if a CD-ROM or online product is compatible with my system or network? The minimum specification for our products should be shown on the relevant product or NT SHOP page. If you are in any doubt, please e-mail technicalsupport@nelsonthornes.com or call our Technical Support line on 01242 267383 for further information. What do I do if I have lost my Username or Password for an online product? Please e-mail webadmin@nelsonthornes.com with your full name and address details (or school details if you have purchased the product as a school), a contact telephone number and details of the online product you want to access. Alternatively, telephone Customer Services on 01242 267287. Online Resource Technical FAQs How do I access an online product I have purchased? Go straight to the Login for Online Services screen for your online product, and enter your Username and Password details. Why not make the Login page one of your 'Favourites', so that you can access is quickly without having to enter the whole address next time? What is Adobe Acrobat Reader and how do I download it? Adobe Acrobat Reader is free software that lets you view and print Portable Document Format (PDF) files. PDF files are now commonly used for sharing documents online. Many of our online resources are PDF files. The latest version of the software can be downloaded from the Adobe website. Simply follow the instructions on screen to install Adobe Acrobat Reader on your machine. Once Adobe Acrobat Reader has been installed any PDF files you attempt to download will be opened either within your web browser or in a separate Adobe Acrobat Reader window (depending on how you configure the software). Why am I getting a blank page when trying to view a PDF file within my web browser? You must have Adobe Acrobat Reader installed on your machine in order to view PDF files. Some PDF files can be quite large and may take a few minutes to download. If you do have Adobe Acrobat Reader installed and are having problems viewing PDF files within your web browser you may want to try saving them directly to your hard disk (or network) and accessing them from there. When you right-click on a link to a PDF file, a small menu should appear. Click Save Target As…. Once you have specified the location to save the file to, it will download. Open Adobe Acrobat Reader and click File, then Open to view the PDF from the location you saved it to. You may also want to try configuring Adobe Acrobat Reader to display PDF files within a separate window instead of within your browser window. Exit from your browser, then start Adobe Acrobat Reader. Click Edit, Preferences, then General (Acrobat Reader 6) or File, Preferences then General (Acrobat 4). In the Options section, deselect Display PDF in Browser (Acrobat Reader 6) or deselect Web Browser Integration (Acrobat 4). Click OK, then exit from Adobe Acrobat Reader. When you next select a link to a PDF file, ensure you choose to Open the file when prompted. Upgrading to the most recent versions of Adobe Acrobat Reader, or upgrading your web browser is also known to resolve the problem. Why do the PDF files I open appear corrupted? / Why do I receive an 'Colorscape' or 'Data too complex' error message? You are most probably using an old version of the free Adobe Acrobat Reader software. The latest version of the software can be downloaded from the Adobe website. Simply follow the instructions on screen to install Adobe Acrobat Reader on your machine. Why am I still having trouble accessing an online resource even though my Username and Password are correct? Pages that you visit on the web are usually automatically stored in a temporary folder on your computer often referred to as the 'cache'. This allows you to view previously visited pages quickly but they will not necessarily be the most recent version. You may therefore need to delete your temporary internet files. If you are using Internet Explorer, click Tools on the menu bar, then Internet Options…. On the General tab, click Delete Files…, then click OK to close the Internet Options window. If you are using a browser other than Internet Explorer or a Mac computer please contact our Technical Support line on 01242 267383 for further information. Why am I receiving an 'Access Denied' message box when I try and use Wellington Square? This is a known problem, which may occur for users of Internet Explorer 6. You will need to adjust your Security Settings in Internet Explorer. To do this either select Tools, then Internet Options... from the menu bar within Internet Explorer or select Settings, Control Panel, Internet Options from the Start menu of Windows. Select the Privacy tab and reduce the security setting to Low. This ensures 'cookies' are enabled so that our website will operate correctly. Click OK to close the Internet Options window. What is WinZip Self Extractor? You will be given the option to download some of our online resources as ZIP files. WinZip Self Extractor is a utility that will enable you to 'Unzip' these files into a chosen folder on your machine, from where the resources can be opened. The WinZip Self Extractor utility is downloaded at the same time as the resource, so you do not need it installed on your machine. You will not be able to run WinZip Self Extractor on a Mac computer. If you are a Mac user please contact our Technical Support line on 01242 267383 for further information. Ordering How do I use the NT SHOP to order for my school or college? Add items to your shopping basket and proceed throught a sequence of 4 steps to complete your order. All educational establishments will require login details. If you don’t know your login details or would like to set up a school account, please e-mail webadmin@nelsonthornes.com or telephone our Customer Services Department on 01242 267287. How do I use the NT SHOP to place an order as a private individual? When you have finished shopping and are happy with all of the items in your basket, select the Credit Card Order option at the bottom of the screen. If you have not previously registered for the NT SHOP, you will need to select the Register option to enter your personal details and chose a Username and Password. You will be able to use the Username and Password you have chosen for any future orders, so you do not have to enter the registration details again. How do I purchase a printed product or a CD-ROM? If you know what you want to purchase, why not go straight to the SHOP and order online! Just click the SHOP button at the top of the Homepage. Look out for links to the shop from other areas of the site too! If you do not want to purchase online you can telephone our Customer Services Department on 01242 267267, and place your order over the telephone, using a credit/debit card or your school's account. You can also print an order form using the View Catalogues button on the right of the Homepage, and send it to us at the address provided. How do I purchase an online product? You can purchase an online product in the same way as any other product. To order online just click the SHOP button at the top of the Homepage. When you order online you will be emailed your Username and Password to access the product immediately. If you do not want to purchase online you can telephone our Customer Services Department on 01242 267267, and place your order over the telephone, using a credit/debit card or your schools account. You can also print an order form using the Order Form button on the right of the Homepage, and send it to us at the address provided. How do I know if the item I want to order is in stock? When you add an item that is out of stock to your basket, you will that it does not appear on the screen. If you choose to, you can still order this item via telephone. Please note that we will not debit your account until the ordered title is availble. Can I return a product I've ordered from the NT SHOP? You have the right to cancel your order and return your goods to us provided they are in mint condition for up to seven days from the date they are delivered to you. Product should be returned to: Nelson Thornes Distribution Centre, Alexandra Way, Ashchurch, Tewkesbury, GL20 8PE, UK. For further information contact cservices@nelsonthornes.com or telephone our Customer Services Department on 01242 267287. Can I order an Inspection Copy or an On Approval copy from the NT SHOP? Yes, but Inspection Copies and On Approval copies are available to educational establishments only. Payment Can I pay in currency other than Pound Sterling? Unfortunately, the NT SHOP does not currently provide this service. If you want to make a payment in a currency other than Pound Sterling please telephone our Export Department on 01242 267283. Security Is my credit card number safe? Yes, when you place an order using the NT SHOP your credit card number will always be safe. The transaction is carried out over a secure link with BIBIT who will take your credit details, carry out the transaction and then delete any information relating to your card. Nelson Thornes only receive your name, address and the product information. Click here to view License Agreement for Nelson Thornes' CD-ROMs.