Customer Service Frequently Asked Questions

Methods Of Payment

Online Access

Missing Issues

Placing an order

Free Access

Refunds and cancellations

Back issues

 


 

Methods Of Payment

  • What methods of payment do you accept?

Pre-payment by credit card is required for orders placed via our Website; we accept Visa Debit, Visa, MasterCard and American Express.

Please note: we regret we do not accept Maestro or Visa Electron for orders placed online.

UK customers with Maestro cards may place orders by calling us on +44 (0)20 7324 8703 between 8:30am and 5:00pm GMT. We regret we may not be able to accept Maestro cards from other countries; please call to confirm.

  • When do you debit my credit card?

    We will not debit money from your credit card until just before your book/s are despatched. If you have ordered several books with different availabilities, we will debit your credit card as each of those books become available.

  • What currency can I pay in?

At SAGE London, we can only accept GB Sterling for our customers in the UK, Europe, Africa and the Middle East. However, we are able to accept payment in US Dollars for our customers in Asia.

  • Can I pay after I have received my first issue?

SAGE operates a pre payment policy for our journals. We are only able to send out issues on receipt of payment.

  • Invoice requests for individual customers

Unfortunately, SAGE are unable to process invoices for our individual customers, although we can send out receipts for tax purposes if required. Please email Customer Service subscriptions@sagepub.co.uk if you require a receipt, stating your SAGE reference number, and the journal title you subscribe to.

 

Online Access

    • When will my subscription begin?

      Subscriptions will commence with the first issue of the calendar year, unless otherwise requested.

    • I can't get access to institutional subscription

Please make sure you have activated your account. To activate your account please begin at the Subscriptions page: http://online.sagepub.com/subscriptions

In the Activation section, use the link Activate your institutional subscription and enter the Customer number. This is required only once per account.
Next, please complete the form to activate your subscriptions. Please make sure you know the IP address(es) for your institution.
Designate a new account manager user name and password, replace the default email address with one of your own, and provide any additional contact information appropriate.

A separate link on the Subscriptions page leads you to the screen where you may Update your IP addresses and/or Update your public usernames.
If your account is already active, please check if your IPs/username & password/ Athens ID/ Shibboleth profile have been set up correctly.

    • Can't access individual subscription

      Please make sure you have activated your account. To activate your account please go here https://online.sagepub.com/cgi/activate/basic
      and enter the Customer number. This is required only once per account.
      Next, please complete the form to activate your subscriptions.
      Designate a new user name and password, replace the default email address with one of your own, and provide any additional contact information appropriate.

    • I don't remember my username/password

If you do not remember your username/password, you can have them re-set here

    • How can I submit an article?

To submit an article, please go to your journal's page and click on Manuscript Submission link

    • Pay-Per-View

We operate a Pay Per View service whereby you can download any article of your choice in PDF format. You can check the price of an individual download here http://highwire.stanford.edu/lists/ppvsp.dtl.

    • How do I get usage report?

To download statistics report, please begin here http://online.sagepub.com/subcriptions From Account Manager menu choose Usage reports Next choose the appropriate report type and enter your email address. By clicking on 'Generate Report', you will download an Excel-ready, tab-delimited report.

All reports are COUNTER compliant. The reports currently available for institutional subscribers are:

- JR1 = Journal Report 1: Number of Successful Full-Text Article Requests by Month and Journal
- JR1a = Journal Report 1: Number of Successful Full-Text Article Requests by Month and Journal for backfile content only
- JR3 = Number of Successful Item Requests and Turnaways by Month, Journal and Page Type
- JR4 = Total Searches Run by Month and Service
- CR1 = Consortium Report 1: Number of Successful Full-Text Article Requests by Consortium Member, Month and Journal

    • Can I get access via proxy server?

You can get access via a proxy server. In this case, please make sure proxy IP is registered on your account. You can do this at Update your IP addresses http://online.sagepub.com/cgi/ipupdate.

    • Shibboleth

The process for accessing SAGE Journals Online via Shibboleth is straightforward. To set up access to your subscribed content via Shibboleth for your institution please begin here http://online.sagepub.com click Account Manager and follow the on-screen prompts. You will need to login with your administrator username/password and have the following details to hand:
- Scope (e.g. warwick.ac.uk). This is usually a domain and must match against the part after the @ sign in the EduPersonScopedAffiliation value.
- Scoped Affiliations which should have access. This is the part before the @ sign in the EduPersonScopedAffiliation value. The default will be student, staff, faculty, employee, member.
- Federation. Shibboleth is currently available for the following federations: Australia (AAF), France (RENATER), Germany (DFN-AAI), Italy (IDEM), Japan (GakuNin), UK Access Management Federation and United States (InCommon)

    • WAYFless URL

For SAGE Journals Online, the format is: http://online.sagepub.com/cgi/shibboleth?entityID=<IDP's entity ID>&uri=<target URL> The entityID parameter is the entity ID within the federation of the institution's Identity Provider. The uri parameter is optional. By default, users would be redirected to the SAGE portal homepage after they've signed in, but administrators may use that parameter to have users directed to a particular journal, or page within a site. Both parameter values should be URL encoded.

    • eTOC alerts

Sign up for free email alerts http://online.sagepub.com/cgi/alerts to keep you up to date with the latest SAGE content relevant to your research interests.

    • How can I set up Resolver Base URL for my institution?

You can set up OpenURL at https://online.sagepub.com/cgi/changeuserinfo by adding the URL, Link Text and uploading an image for OpenURL Button.

    • How can I harvest usage statistics via SUSHI

To harvest COUNTER usage statistics via the SUSHI protocol, you will need to have an account on the HighWire Portal (http://highwire.stanford.edu). To register for an account if you don't have one, go to http://highwire.stanford.edu/institutions/ and follow the instructions to create an account.

To be able to harvest reports from HighWire-hosted publications, you'll need to configure your SUSHI client as follows:

- Requestor ID: Any identifying information is acceptable.
- Customer ID: Set to the primary e-mail address associated with your HighWire Portal account, followed by "|", and then your portal password. For example, "someuser@myorganization.org|sla2rty3".

All other fields should be filled in as defined by the SUSHI schema ReportRequest field. Clients are authenticated via their HighWire Portal account username/password.
For more information please go to http://sushi.highwire.org/

 

Missing Issues

    • I haven't received my issue

Please email Customer Service subscriptions@sagepub.co.uk stating the journal title and your full address with details of payment. We will then be able to trace your order and get the missing issues sent out to you straight away.

    • Claims policy

Replacement copies of missing issues may only be sent if a claim is received by us within six months of the date of publication.

    • I'm not getting issues of journal taken over by SAGE

Please email Customer Service subscriptions@sagepub.co.uk stating the journal title and your full address with details of payment. We will then be able to trace your order and get the missing issues sent out to you straight away.

Placing an order

    • How can I subscribe to a journal?

You can subscribe to our journals online, by email, fax or telephone. To subscribe online, please click through to the SAGE homepage and search for the journal title and click on ‘subscribe’ button. Alternatively, you can contact us directly by telephone on 0207 324 8701*. Please quote the journal title, your delivery address and have a credit or debit card ready, or you can send a cheque made payable to SAGE Publications Ltd. Issues will be sent out on receipt of payment. If you are an existing customer, please remember to quote your SAGE reference number. *lines are open 08.30 – 17.30 Mon-Fri.

    • Subscription rates

You can find subscription rate at the journal level at http://www.sagepub.co.uk. Please make sure you are in a correct territory before going to the journal page.

    • VAT

Books:

In most cases there is no VAT on the books you buy from us. However, there are a few exceptions: multimedia products, and book orders originating from Spain or Sweden.

VAT will be added at the time of delivery for applicable elements of multimedia products at 20%.

Journals:

VAT is not charged for subscriptions placed by individuals. VAT for institutions: For institutions within the European Union, VAT may be added. To avoid any unnecessary charges, please supply your VAT registration number or exemption certificate when you place your order.VAT will be calculated at the following rates for all non-exempt institutions within the European Union without a VAT number and for all institutions in the UK:
* Print-only subscriptions: no VAT is chargeable
* Combined subscriptions (online + print): please add 20% VAT on 36% of the subscription cost
* Online-only subscriptions: please add 20% VAT to the total value of the subscription

    • Postage & packaging

We offer free delivery for all online book orders by individuals in the UK.

UK – free shipping

Europe – £5.00 for the 1st item (plus £2.00 for each additional item).

Rest of UK shipping territory – £8.00 for the 1st item (plus £3.00 for each additional item)

    • Which countries do you deliver to?

This website serves Europe, Africa, Asia and the Middle East.
Book orders from the USA, Canada, South and Central America and the Caribbean are shipped by our US office based in California. You can order from them online at www.sagepub.com .

Customers in Australia and New Zealand are served by Footprint Books. You can order from them online at www.footprint.com.au.

Orders from India, Pakistan, Bangladesh and Sri Lanka are shipped by our India office based in New Delhi. You can order from them online at www.sagepub.in.

    • How long will my order take to reach me?

Your order will be despatched within two working days of receipt, subject to availability.

Orders for books not yet published or temporarily out of stock will be recorded and supplied as soon as they are available. Credit cards will be charged just before time of shipment.

Books are sent by second class mail, and should be delivered between 4 and 21 working days from date of despatch, depending upon your location.

Please email orders@sagepub.co.uk or call Books Customer Services on +44 (0)20 7324 8703 between 8.30am and 5.00pm GMT for more advice if required.

    • Can I renew my subscription online?

Unfortunately, it is not possible to renew the subscription online. If you would like to renew your subscription, please contact Customer Service at +44 (0)20 7324 8701 between 8.30am and 5.30pm (UK time), Monday to Friday or email subscriptions@sagepub.co.uk.

  • Society Membership Support

    For customer queries relating to journals received as part of a society membership, please email membership@sagepub.co.uk.

  • Sales Contacts

    Information on our offerings for library consortia may be found here.

    For multi-site or consortia quotes for Europe, the Middle East and Africa, please contact Gavin Lythe.
    For multi-site or consortia quotes for North America, South and Central America and the Caribbean please contact Mark Kendall.
    For multi-site or consortia quotes for Asia and Australasia, please contact Rosalia da Garcia.

Free Access

    • Can I get a sample copy?

For most SAGE journals, a free sample issue is available online. To view a sample issue, please search for the journal here http://online.sagepub.com and click the Sample Issue button. SAGE also makes free trials of journals available from time to time. For a list of current free trials, please visit http://online.sagepub.com/cgi/freetrial. If you wish to be informed of free trials relating to your subject, please sign up for new product alerts.

    • Can I get free online access?

SAGE periodically conducts free access to SAGE journals whereby registrants can sign up and gain access to all content. However, these trials are for a limited time only. Customers wishing to subscribe to a journal after this time are required to pay for the standard subscription. Subscribing to SAGE Journals Online as whole is not available for individual subscribers. Please continue to check back for future free trial offers.You can find a list of current free trials at http://online.sagepub.com/cgi/freetrial.

    • Do I need to re-register for a new trial?

If you have previously registered for a free trial (the customer number begins with REG), you can use your credentials to sign up for a new trial.

    • I can't remember my username/password

If you do not remember your username/password, you can have them re-set here http://online.sagepub.com/cgi/recnamepwd.

Refunds and cancellations

    • Refunds policy

Books:

If your order arrives damaged, or you receive the incorrect book, you can return it for exchange or refund within 30 days of receipt, and we will pay return postage.

If you ordered the wrong book, decide it is not suitable, or simply wish to cancel your order, you may also return it – in mint condition – within 30 days of receipt, but you will be responsible for return postage.

Please be aware that to be considered in mint condition the following products: Paperback & ebook, Paperback & Interactive eBook and Slim Pack, have to be returned with the shrink wrap intact.

In all cases, please contact our Returns Administrator Nicola Maullin by email: nicola.maullin@sagepub.co.uk and she will give you details about how and where to return the book.

Journals:

If you are an individual subscriber and are not completely happy with your subscription, please contact us shortly after receipt of your first issue and we will be pleased to arrange a full refund.

    • Cancellations policy

Books:

You can cancel your order as long as the books have not been despatched. If we have already charged your credit card, we will arrange for your card to be refunded. If your order has already been despatched, you may return it – please see returns section below.

Journals:

Cancellations are only accepted at the end of the subscription period or prior to the shipment of the first issue in the subscription. Cancellations for part volumes/years cannot be accepted.

  • If I have a complaint, who do I complain to?

    Initial complaints should be emailed to our Books Customer Services Supervisor, Lynne Gordon: lynne.gordon@sagepub.co.uk.

    If you have a complaint, please email our Books Customer Services Team Leader, Susan Gallagher: susan.gallagher@sagepub.co.uk

Back issues

    • Back issue request

For most journals, SAGE holds stock of issues from the current year and the two previous years.

To check pricing, confirm availability or to place an order, please telephone +44 (0)20 7324 8701 or email Customer Service subscriptions@sagepub.co.uk.

For printed copies of issues dated 2004 or earlier, please contact PSC: Email: psc@periodicals.com Website: http://www.periodicals.com.

For instant access to specific articles, a Pay Per View facility is available at SAGE Journals Online.

    • Sales contact

Information on our offerings for library consortia may be found here.