Frequently Asked Questions

ISBN stands for “International Standard Book Number.” Each item has its own individual ISBN. This ISBN number can be used to search our products by typing it into the “ISBN Search” box at the top of the homepage. There is a 10-digit and a 13-digit ISBN for each item and for each package.

What is "eDelivery"?

eDelivery is an electronic delivery method used for many of the passcodes that are available for purchase - either as standalone items or as part of a textbook package - on VHLDirect.com. This includes Supersite passcodes, Web-SAM passcodes, vText passcodes, and En línea passcodes. The passcode(s) will be presented on your screen upon order confirmation and will also be included in your confirmation e-mail which you should receive shortly after your order is completed. (Make sure you check your Spam/Bulk folders.) We recommend that you print out your confirmation screen just in case this e-mail does not reach you.

I have a used book. How can I get the Supersite passcode in my book reset so that I can use it?

Passcodes are non-transferable and cannot be reused or reset once they have been activated. If you have a used book, you can purchase a new passcode for most programs on VHLDirect.com.

 
What is the difference between the Web-SAM passcode Supersite passcode?

Web-SAM is the electronic version of the printed Student Activities Manual (Workbook/Video Manual & Lab Manual). The Web-SAM delivers these ancillaries online with automatic scoring and it also includes the complete lab audio and video programs that are integrated into the text. If you purchase your textbook package through VHLDirect.com, your Web-SAM passcode is sent via eDelivery. If you purchase your textbook package at your school bookstore, the Web-SAM passcode will be in a sealed envelope with a fluorescent sticker. (Note: Your instructor may or may not require you to have access to Web-SAM, so not all textbook packages come with a Web-SAM passcode.)

Supersite, powered by Maestro, is a companion website where students can find many of the textbook activities for their book on the “Practice” tab. They can also access various interactive tools such as an online dictionary, animated grammar tutorials, extra practice, as well as streaming audio and video. Instructors can post homework assignments and class announcements as well as calculate students' grades. If you purchase a new textbook, your Supersite passcode is on a card that is inside the front cover of the text. Scratch off the grayed out area with a coin to reveal your 6-letter passcode. (Note: If you have a used text, you will not be able to use the Supersite passcode inside your book. You can purchase a new passcode for most programs on VHLDirect.com.)

 
What is the difference between Maestro Web-SAM and Quia Web-SAM, and which one do I need?

Maestro Web-SAM is accessed through the “Web-SAM” tab on the Maestro Supersite for your textbook. Just like the Supersite passcode, the Maestro Web-SAM passcode is a combination of 6 capital letters.

Quia Web-SAM is accessed through a completely different platform at http://books.quia.com/books/vhl. The Quia Web-SAM passcode is a combination of 16-19 letters and numbers.

Although the Maestro and Quia versions of Web-SAM contain the same material, they cannot be used interchangeably. You should contact your instructor for clarification if you are unsure of which version you need.

 
For how long is my passcode valid?

Supersite and Maestro Web-SAM passcodes 

36 months from date of activation:

• Aventuras, 3rd edition
• Aventuras, 2nd edition
• Vistas, 3rd edition
• Panorama, 3rd edition*
• ¡Viva! Technology edition
• Descubre 1, 2, 3
• Espaces
• Promenades*

*For the Panorama and Promenades 2-volume versions, the Volume 2 passcodes are valid for 12 months.

18 months from date of activation:

• Invitaciones, 2nd edition
• Enfoques, 2nd edition
• Imagina
• Ventanas, 2nd edition
• Imaginez

12 months from date of activation:

• Facetas, 2nd edition
• Revista, 3rd edition
• Revista, 2nd edition
• Sueña
• ¡Adelante! Uno
• ¡Adelante! Dos
• ¡Adelante! Tres
• Hola, ¿qué tal?

Quia passcodes

All Quia passcodes (Quia Web-SAM and En línea) are valid for 18 months from date of activation.

vText passcodes

Months 1-12 from date of activation: unrestricted access. Months 13-36: student must be enrolled in a Supersite course to access vText.

I placed an order on your site, but I need Supersite access right away and don’t want to wait for my book to arrive. Can you e-mail me the passcode from my book?

Currently, only Aventuras 3rd edition, Promenades, and Descubre textbook packages have the capability to send the Supersite passcode via eDelivery. For all other programs, the passcode is bound into the textbook and shrink-wrapped, so there is no way of retrieving the code prior to delivery.

 
How soon will I get my order?

There is a processing time of 1-2 business days on all orders before they are shipped from our warehouse in Wisconsin. As you are going through the checkout process, you can select any method of shipping you like. The estimated delivery date will appear next to each available shipping method.
Please note that if you choose USPS Priority Mail, no tracking information will be available. UPS will not deliver to a P.O. Box.

 
How can I check the status of my order?

If you have chosen UPS Ground, UPS 2nd day air, or UPS Next day air as your shipping method, you will receive an e-mail containing your tracking number. (Make sure you check your Spam/Bulk folders.)
Alternatively, you can login to your VHLDirect.com account by clicking the “Login” icon at the top of the homepage. You can search your order history, check the status of your order, and find tracking numbers if applicable.
Please note that orders shipped via USPS Priority Mail will not have tracking information. VHL is not responsible for USPS shipments lost in transit.

 
What is your return policy?

Physical Items

Customers are eligible to return physical materials purchased from VHL Direct within 30 days of the purchase date. All materials returned must be in new, unmarked, unused and saleable condition. This means any CD, DVD or shrink-wrapped packaging must remain unopened. Opened shrink-wrapped items, CD or DVD packaging are non-returnable. If material is sent back in non-saleable condition, the items will not be returned and credit will not be issued.

If you have purchased one of our packages, all components must be in saleable condition and shrink-wrapping must not be broken. Partial credit will not be awarded if any part of the package has been opened. For packages that include an eDelivery passcode, your passcode will be deactivated upon receipt of your physical items in our warehouse.

Out of print editions are non-returnable.

When making a return, you are responsible for all transportation costs incurred. Materials must be shipped via a traceable method to:

Vista Higher Learning
c/o R.R. Donnelley Fulfillment
677 Brighton Beach Road
Menasha, WI 54952-8009

You do not need an authorization number to make a return, you may simply include a copy of your packing slip with the shipment.

VHL is not responsible for return shipments lost in transit.

Refunds take up to 30 days to process after the materials are received at our warehouse.

eDelivery Items

Customers are eligible to return eDelivery passcodes purchased from VHL Direct within 30 days of the purchase date, even if they have already been activated. This includes En línea, Web-SAM, vText, and Supersite passcodes.

Please e-mail your request for a refund to our Customer Service department at info@vistahigherlearning.com. Be sure to include your order number, billing address and passcode(s). Your passcode(s) will be deactivated once we receive your refund request.

Refunds take up to 30 days to process after any passcodes have been deactivated.

 
The ISBN I got from my bookstore does not match anything on your website. Why not?

This may be because you are looking for an answer key or a package that contains an answer key. Due to VHL policy, we cannot sell answer keys directly to students, as many instructors prefer that their students not have them. If your instructor does want you to have this ancillary, you will need to purchase it from your school bookstore.

You may also be looking for an old edition of a textbook. Only current editions are available for purchase on VHLDirect.com.

Do you sell or buy back used books on VHLDirect.com?

Currently, we only sell new textbooks and we do not have a buyback program at this time.

 
My CD/DVD isn't working. What should I do?

Please contact our 24/7 technical support department at 1-800-248-2813 or e-mail techsupport@vistahigherlearning.com for assistance. If your CD/DVD is determined to be damaged or defective, we will be happy to send you a replacement.