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Changes to Customer Service

Changes to Customer Service

 

In order to provide improved support for our customers worldwide, Cambridge University Press is moving to a global customer service operation. From July 2015, we will be providing customer support from our offices in New York, Manila and Cambridge in the UK.

As part of this change, we are consolidating our West Nyack based services and support branch with our New York City office. This should have minimal impact on the majority of our customers. Customers can continue to contact our customer service department by any of the means below. If you have any questions about this change, please see the ‘Frequently Asked Questions’ below or get in touch at customer_service@cambridge.org.

Get in touch

Email

Send any general questions to: customer_service@cambridge.org
Send orders or service queries to:
orders@cambridge.org
Send invoices to:
invoicesUS@cambridge.org

Telephone: +1 800-872-7423

Fax: +1 845-353-4141

Address

For the foreseeable future, continue to send any mail correspondence to:

Cambridge University Press
100 Brook Hill Drive
West Nyack,
NY 10994-2133
USA

Frequently Asked Questions

Q. What is happening and why?
A. Cambridge University Press is consolidating its US offices and, as such, our West Nyack office will soon be closing, with customer service and support transferred to Cambridge University Press offices in New York, Manila and Cambridge in the UK. As part of this change, we will also be moving to a global customer service system which will enable us to provide a more reliable and dependable service, especially in the case of any incidents preventing local support. Once live, this will allow us to provide expanded support hours for customers across North America.

Q. What is the timeline of what will be happening?
A. From early July, US customer support will be based out of our New York office, with additional support provided by Cambridge University Press offices in Manila and Cambridge in the UK.

Q. What are the benefits to me as a customer?
A. The move to a global customer service system will enable us to provide a more reliable and dependable service for all our customers. These changes will help to provide better and more co-ordinated levels of support. Once this system is live, we will be expanding our US hours of operation to provide support for customers across all time zones in North America.

Q. Who is my new point of contact for Cambridge University Press in the US?
A. As part of consolidating our US offices, your familiar point of contact within customer service may change. If you have any questions about who your new point of contact is, please contact customer_service@cambridge.org.

Q. Where should I send mail to?
A. For the foreseeable future, all mail correspondence should continue to be sent to our West Nyack address:
Cambridge University Press, 100 Brook Hill Drive, West Nyack, NY 10994-2133, USA

Q. How do I get in contact by telephone?
A. Our primary toll-free telephone number is remaining the same. The best way to contact us for any questions or support issues at:
Phone: +1 800-872-7423 | Fax: +1 845-353-4141

Our additional toll-free numbers (+1 800-431-1580 and +1 800-937-9600) will become inactive at the end of 2015.

Q. How do I get in contact via email?
A. The best way to reach our customer service team is to send orders or service questions to orders@cambridge.org.

Q. What will be the new hours of operation?
A. To provide more comprehensive support for our customers, we will be expanding our hours of operation to cover normal working hours across all time zones in North America. This will come into effect once our new global customer service system is live. Until this time, our current hours of operation will remain the same (09:00–17:00 EST).

Q. Will my account number change?
A. When we introduce our new global customer service system at a later date, there may be changes to some customers’ account numbers. If this affects you, we will contact you ahead of the change to inform you of any changes.

You can help us keep you informed of these changes by adding an email address to your customer account details. You can do this by emailing customerupdatesUS@cambridge.org or calling our customer service department (your email will not be used for marketing purposes).

Q. Will the way I order my products change?
A. When we introduce our new global customer service system, there may be some changes to order processing that could affect you. We will contact you ahead of time to explain what is changing and how this may impact you.

Q. Who can I speak to if I have any questions?
A. If you have any questions, please contact our customer service department by calling +1 800-872-7423 or by emailing customer_service@cambridge.org.

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