Before purchasing books, journals, or digital learning products from LWW, it is helpful to understand the company’s customer service options, return policies, technical support resources, and feedback from other customers. LWW, or Lippincott Williams & Wilkins, is a Wolters Kluwer publishing brand that provides medical, nursing, allied health, and scientific information for healthcare professionals, educators, and students.
How to Contact LWW Customer Service
You can contact LWW customer service using the following information:
- Customer Service Phone Number: 1-800-638-3030
- International or Alternate Phone Number: 1-301-223-2300
- Customer Service Email: customerservice@lww.com
- Customer Service Hours: Monday through Friday, 8:30 AM to 7:00 PM Eastern Time
- Online Support: Customers can submit a service request or use live chat through the LWW support website.
- Corporate Address: Lippincott Williams & Wilkins, Two Commerce Square, 2001 Market Street, 4th Floor, Philadelphia, PA 19103
- Customer Service Office: Wolters Kluwer, 1800 Dual Highway, Suite 200, Hagerstown, MD 21740
- Official Website: https://www.lww.com/
- Official Store: https://shop.lww.com/
- Customer Support Page: https://shop.lww.com/support
LWW provides telephone assistance, email support, live chat, an online service request form, and a searchable help center. Customers should contact the appropriate department based on whether their problem involves an order, journal subscription, return, refund, access code, or digital learning product.
LWW Digital Product Technical Support
Students and instructors experiencing problems with CoursePoint, PrepU, vSim, thePoint, VitalSource eBooks, or another Lippincott digital product should contact the technical support department rather than general order support.
- Digital Product Support Phone Number: 1-800-468-1128
- Alternate Technical Support Number: 1-301-223-2344
- Sunday through Thursday: 8:00 AM to 12:00 AM Eastern Time
- Friday: 8:00 AM to 9:00 PM Eastern Time
- Saturday: 8:00 AM to 8:00 PM Eastern Time
- Online Help: Help desk tickets and technical support chat are available through the Lippincott support website.
Technical support can assist with product registration, access-code redemption, login problems, account errors, browser compatibility, digital-product access, and other technical concerns.
What Can LWW Customer Service Help With?
LWW customer service can assist customers with several types of questions and problems, including:
- Placing or changing an order
- Checking an order or shipment status
- Reporting a damaged, incorrect, or missing book
- Claiming a missing journal issue
- Changing a journal subscription address
- Cancelling an eligible journal subscription
- Requesting a book or digital-product refund
- Resolving billing, invoice, or payment concerns
- Linking an existing subscription to an online account
- Redeeming an access code
- Resolving problems with thePoint or other Lippincott platforms
- Locating a sales representative
- Requesting an instructor review copy
Customers should have their order number, account number, invoice, ISBN, journal title, subscription number, email address, and access-code information available before contacting support.
LWW Customer Support Reviews and Complaints
Customer feedback about LWW and its parent company, Wolters Kluwer, is mixed. Many healthcare professionals, instructors, and students value Lippincott publications for their specialized clinical content, educational resources, reference materials, and established medical and nursing titles.
Positive customer comments frequently mention:
- The quality and educational value of LWW medical and nursing publications
- Access to specialized healthcare information
- A large selection of textbooks, journals, and professional references
- Digital tools designed for nursing and healthcare education
- Helpful assistance from individual customer service or technical support representatives
Complaints involving LWW products commonly concern:
- Access codes that are missing, invalid, already used, or connected to the wrong product
- Difficulty registering or accessing CoursePoint, PrepU, vSim, or thePoint
- Problems signing in or resetting an account password
- Delayed responses to customer service or technical support requests
- Confusion about whether an eBook includes an accompanying course access code
- Difficulty cancelling or changing a journal subscription
- Delayed refunds or account credits
- Books arriving damaged or later than expected
- Unexpected limitations on digital-product returns
- Difficulty transferring digital access between accounts or institutions
Some online reviews relate to Wolters Kluwer divisions that are not connected to LWW books, journals, or educational products. For that reason, customers should read the details of individual complaints instead of treating a parent-company rating as a complete measure of LWW customer service.
Experiences may also depend on the type of product purchased, whether it was ordered directly from LWW, whether a digital code has been activated, and whether the customer meets the applicable return or refund requirements.
LWW Book Return Policy
Books purchased directly from LWW may generally be returned within 30 days of purchase for a refund. Customers are normally responsible for the cost of shipping an ordinary return back to the company.
Returned books should be in resalable condition and should include the applicable invoice, packing slip, or order information.
Books containing scratched-off or revealed access codes generally cannot be returned, even when the customer states that the code was not activated. Print-on-demand books are also normally nonreturnable and nonrefundable.
If LWW sent the wrong book or the book arrived damaged, customers should contact customer service before mailing it back. The company may provide separate replacement or return instructions for damaged and incorrect merchandise.
LWW Digital Product Refunds
CoursePoint, PrepU, vSim, VitalSource eBooks, and certain other digital products may qualify for a full refund when:
- The refund is requested within 14 days of the activation date; and
- The customer has not used the digital product.
Both requirements generally must be satisfied. Customers should contact LWW by phone, service request, or live chat to determine whether a digital purchase remains eligible for a refund.
Downloadable products are normally nonreturnable and nonrefundable. Software or video access codes may be returnable only when the package remains unopened and the code has not been activated, installed, or redeemed.
Digital products purchased from another bookstore, online marketplace, college store, or third-party seller may be subject to that seller’s return policy instead of the LWW return policy.
LWW Journal Subscription Cancellations
A journal subscription may be cancelled, with the customer receiving a refund for qualifying issues that have not yet been mailed. Customers can request cancellation through LWW customer service or through the subscription section of a registered online account.
If a subscription does not appear in the customer’s online account, customer service may need to connect the subscription account number to the online profile before it can be managed electronically.
Customers should have the journal title, subscription number, subscriber name, billing address, and email address available when requesting a cancellation or account change.
How to Return an LWW Product
Customers returning an eligible physical product should generally follow these steps:
- Log in to the LWW store and review the order under the account’s order-history section.
- Select the return option when it appears beside the eligible product.
- Complete the return request and print the available mailing label.
- Place the invoice or packing slip inside the return package.
- If the invoice is unavailable, include the purchaser’s name, complete shipping address, telephone number, and order information.
- Attach the mailing label securely to the package.
- Return the package using a trackable shipping method.
- Keep the shipping receipt and tracking number until the refund has been completed.
The published merchandise return location is:
Wolters Kluwer Returns
10650 Toebben Drive
Independence, KY 41051
Customers should verify the correct return address with LWW before mailing merchandise, particularly for international orders, bulk orders, damaged products, or previously authorized returns.
How to File a Complaint With LWW
Customers who have an unresolved order, subscription, billing, or digital-access problem can use the following process:
- Contact general customer service at 1-800-638-3030 for order, refund, billing, book, or journal concerns.
- Contact technical support at 1-800-468-1128 for registration, access-code, login, or digital-platform problems.
- Provide the order number, account number, ISBN, product name, email address, and a detailed description of the issue.
- Include screenshots of error messages when reporting a digital-access problem.
- Request a service-request number, help-desk ticket number, or other written reference number.
- Keep copies of emails, chat transcripts, invoices, receipts, screenshots, and shipping records.
- Follow up using the existing ticket number rather than opening several unrelated requests.
- Ask for the matter to be escalated to a supervisor when the original representative cannot resolve it.
Students using an LWW product for a class should also inform their instructor or school program administrator. Instructors may have access to an institutional representative or digital implementation specialist who can help resolve course-wide access problems.
What Information Should You Include in an LWW Complaint?
Providing complete information can help LWW investigate a complaint more efficiently. Customers should include:
- The full name associated with the order or account
- The email address used to register or place the order
- The order, invoice, subscription, or account number
- The title and ISBN of the book or digital product
- The date of purchase or activation
- The name of the retailer where the product was purchased
- A detailed explanation of the problem
- The exact wording of any error message
- Screenshots or photographs showing the problem
- The resolution being requested, such as access restoration, replacement, cancellation, or refund
Customers should avoid publishing access codes, passwords, full payment-card details, or other sensitive account information in public review sections.
Tips for Getting Better Support From LWW
- Confirm that you are contacting the correct department for the problem.
- Do not scratch or reveal an access code until you confirm that the product is correct.
- Check whether a textbook includes CoursePoint, PrepU, or another digital component before ordering.
- Keep the original invoice and packaging until the product has been successfully activated.
- Take screenshots of access-code and login errors.
- Record the exact wording of any error message.
- Use the same email address for the LWW order and thePoint registration whenever possible.
- Ask whether a digital product has recorded any usage before requesting a refund.
- Use a trackable method when returning books or other physical products.
- Keep copies of all correspondence until the issue has been resolved.
Problems With LWW Access Codes
Access-code concerns are among the most common problems involving educational publishing products. A code may not work because it has already been redeemed, was included with a different edition, expired, was entered incorrectly, or was purchased through an unauthorized seller.
Customers experiencing an access-code problem should:
- Confirm that the code was entered exactly as printed.
- Verify that the code belongs to the correct textbook edition and digital platform.
- Check whether the product was sold as new or used.
- Take a screenshot of the error message.
- Keep photographs of the access-code card and proof of purchase.
- Contact LWW technical support before purchasing another code.
Used books frequently do not include valid digital access because the original purchaser may already have redeemed the code. Customers who require CoursePoint, PrepU, vSim, or another online component should confirm exactly what is included before purchasing from a third-party seller.
Is LWW Customer Service Good?
LWW provides several customer-service channels, including telephone assistance, email, live chat, online service requests, a help center, extended technical-support hours, and separate support for physical orders and digital learning products.
One advantage of LWW customer service is the availability of specialized technical support for students and instructors. However, customer experiences can vary, particularly when a problem involves access-code eligibility, digital-product usage, account registration, subscription cancellation, or a refund request.
Before purchasing, customers should carefully confirm the product format, edition, return eligibility, and whether the listing includes the digital resources required for their course. Access-code products should be purchased from LWW or another authorized seller whenever possible because used or third-party books may contain codes that have already been redeemed.
Comparing LWW With Other Medical Publishers
LWW competes with other medical, scientific, and academic publishers, including Elsevier, Springer Nature, McGraw Hill, and Wiley. Customers comparing publishers should consider:
- Whether the required title includes an eBook or online learning platform
- The duration and limitations of digital access
- Return and refund eligibility
- Instructor and institutional support
- Journal subscription options
- Book prices and available editions
- Compatibility with a school’s learning-management system
- The availability and hours of technical support
Comparing LWW with other academic and professional publishers can help customers determine which company offers the most appropriate products, pricing, digital resources, and customer support for their educational or professional needs.
Other companies in the B2B space that users are searching for include KRK, Ecolab, Cymax, and Fiverr.
Customer Service Numbers Disclaimer
CustomerServiceNumbers.com is not affiliated with LWW, Lippincott Williams & Wilkins, or Wolters Kluwer. Contact details, policies, hours, ratings, and other information may change. Customers should verify current information through the official LWW or Wolters Kluwer website before placing an order, returning a product, or submitting a complaint.
CustomerServiceNumbers.com also provides a rating and comment section where customers can describe their own experiences with LWW.