Cougar Complete Textbook Program FAQs

• How does it work? 
  • Register for your classes and the bookstore will start preparing your course materials 
  • One month before classes start, you will receive an email instructing you to select your delivery preference (in-store pickup or shipped directly to you) 
  • An email notification will be sent when your order is ready for pickup or when it ships 
  • Your digital materials will be delivered for your course(s) within Canvas 

• How do I pay for the Cougar Complete program? 

All charges for the Cougar Complete program are added to your existing student account along with other tuition and fees. Since the charge is billed through the student account, eligible financial aid may be used to help cover the cost of the program. 

• Who is eligible to participate?  

All students registered for undergraduate, graduate or doctoral coursework are eligible for participation in the Cougar Complete program. High school students are not eligible to participate.

• What materials are included in the program?  

The program provides all required textbooks, eTextbooks, lab manuals, and access codes to eligible students.  

• What materials are excluded from the program?  

The program does not include consumable course supplies that cannot be returned and reused such as lab goggles, dissection kits, molecular model kits, or nursing kits. School supplies, art supplies and calculators are also excluded. 

• How do I enroll in the program?  

All eligible students will be automatically enrolled in the Cougar Complete program. 

• Can I opt out of the program?  

Students have the option to opt out of the Cougar Complete program each semester during the opt-out window. The Fall semester opt-out window is open Monday, August 3 through Tuesday, September 8 for full term and first-half courses. The opt-out window for second-half courses is Monday, August 3 through Tuesday, November 8.   

Charges on your student account will be removed after the opt-out window closes. By opting out, students will not receive their required materials in a convenient package and access to digital content will be removed after the opt-out window closes. Options for purchasing course materials after opting out will be available on the bookstore website, kean.bncollege.com/. Details on the opt-out process will be available soon.  

• How do I change my opt-out status?  

Details on how to change your opt-our status will be available soon. 

Please note that you must make your final selection by Tuesday, September 8 for full-term and first-half courses and Tuesday, November 3 for second-half courses. 

• Is there a limit on how many times I can opt-out or opt back in? 

No, there is no limit to how many times you opt-out or opt back into the Cougar Complete program. However, you will be unable to take any further action beyond the opt-out/opt-in deadline. 

• Can I choose to participate in the Cougar Complete program for some classes but not others?  

The Cougar Complete program is designed to be an all-in or all-out solution by session for the lowest flat rate possible. Participation is by session for all courses, not by individual course, therefore participation in some courses but not others in each session is not possible.  

• How do I purchase my course materials if I decide to opt out of the program?  

Students will be responsible for purchasing their required course materials. 

• When are my textbook rentals due back to the bookstore?  

 The deadline to return all rental textbooks is the last day of final exams for your term. Students will receive reminders ahead of the rental deadline to their email address. 

• Can I buy my rented textbook?  

Yes, the program provides you with the option to purchase any rental textbooks at a reduced rate during the semester.    

• Do I need to return books if they are for a continuation course?  

Yes, you will still be required to return continuation course textbooks. You will be issued the same title for the next semester of the continuation course. 

• What happens if I never verify my order?  

Students will receive email notifications from the bookstore reminding them to verify their order and choose their fulfillment preference. If the student does not opt out, their materials will be held at the bookstore and their student account will be charged. 

• If I never pick up my books, will I still get charged?  

Yes, if the student does not opt out, physical materials will be held at the bookstore, digital materials will be accessed through Canvas and the student account will be charged. 

• What if I drop a class?  

If course materials have been picked up or delivered for the dropped class, those materials should be returned to the bookstore within 48 hours. If you drop a class and enroll in a different class, the bookstore will “swap” the required course materials so that you have what you need. 

• Can I opt out if I picked up my textbooks?  

Yes, you will have 48 hours to return your textbooks. If you do not return the textbooks, the charges for the bundle will remain on your student account, and you will be subject to a replacement and non-return processing fee. 

• Who Do I Contact with Questions?  

For questions about Cougar Complete, please: 

• Call the Kean Bookstore (908) 737-4940 
• Visit the campus Bookstore at 1040 Morris Avenue (Green Lane Bldg.), Union, NJ 07083 
• Email our team at cougarcomplete@kean.edu  

For Technical Assistance with digital materials: 

• Open a ticket online for the Customer Care Team 
• Email the Customer Care Team 
• Call the Customer Care Team: 1-844-9-EBOOKS (1-844-932-6657)