Frequently asked questions
Our Customer Services teams are receiving a high volume of queries at the moment. Please refer to the FAQs below in the first instance and get in touch if your question is not answered here.
Our priority during this difficult time is to continue to publish as quickly as is feasible, and to expedite publication of any research relating to coronavirus. As a business, OUP is responding to the ongoing pandemic in a variety of ways to support our readers, authors, and customers across the world.
During this time, please be aware that there may be some delays to reviews and decisions on manuscripts. We'll do our best to minimise these. Similarly, we understand that you as authors may be unable to meet deadlines for returning revised manuscripts. We will readily extend the deadlines to accommodate your needs.
Q: How do I contact Author Support
Our author support team remains contactable via the customer services contact form or via the email address authors receive when their paper is accepted for publication. The team are responding to all authors on the same or next working day as usual. Telephone support is currently limited so please contact us by email or the form in the first instance: our automated response confirming receipt of your email will provide details of how to contact us by phone if required.
Q: Are typesetting services disrupted?
Our production suppliers have transitioned to remote working. The major challenges at this stage are to local connectivity and bandwidth pressure on supplier networks, along with potential impacts on staffing due to illness. We have experienced some reduction in productivity and turnaround times are therefore slightly slower than normal. Rest assured that we will continue to prioritise articles relating to COVID-19. Please bear with us during this period of disruption.
Q: I cannot find how to order the issue in which my article appears?
We have taken the decision to suspend all single orders at this time as we are unable to guarantee delivery. You will continue to receive your complimentary online access. At this time we are unable to say when ordering may recommence.
Q: I have paid colour or page charges for a title that has now moved online only – how do I get a refund?
Due to the disruption from COVID-19 some titles have decided to move online only earlier than originally intended. This means we may have charged you article fees that are no longer applicable. Please contact our customer services team to arrange a refund.
Q: Where can I learn more about online access for my institution?
Please review our Online Access page for librarians to learn more.
Q: Where can I find more Frequently Asked Questions for librarians?
Please visit our Frequently Asked Questions for librarians page on the Librarian Resource Centre.
Q: I'm expecting a print copy of my journal but is hasn’t arrived?
Unfortunately COVID-19 has caused some delay to the distribution of print materials. The majority of our titles are being dispatched as normal but you may experience some delay in how quickly this arrives. We are advising ~12 working days for European deliveries and 30 days for the rest of the world.
If the issue has been dispatched and you need to make a claim, please complete our claims form.
Q: I am having problems activating my online account?
If you experience any problems with online access, or have any other technical queries, our experienced Journals Customer Services will be pleased to assist you.
Q: What is your policy on freeing up content?
In light of the growing disruption resulting from coronavirus, OUP is making related articles from leading journals and online resources freely accessible. OUP is a signatory on the Wellcome Trust statement, pledging to share research findings and data rapidly and openly. Working in partnership with the White House Office of Science and Technology Policy and the US National Library of Medicine, the Wellcome Trust has also coordinated an additional statement, signed by OUP, which pledges that all research will be made available in PubMed Central (PMC) and other public repositories. View OUP's COVID-19 (coronavirus) Information hub.
Q: Our journal is copy edited by a freelance – are you expecting any service disruption?
All freelancers are available and able to work from home, but we are monitoring the situation closely, as we can anticipate childcare responsibilities and ill health may affect some. The OUP team is ready to quickly reallocate freelance work as needed but flag that swapping personnel may have a short-term impact on copyediting for journals that have extensive or highly customized styling requirements that are more difficult to learn.
Q: Our journals uses a Virtual Editorial Office – are you expecting any service disruption?
All freelancers are available and able to work from home, but we are monitoring the situation closely, as we can anticipate childcare responsibilities and ill health may affect some. The OUP team is ready to quickly reallocate freelance work as needed but flag that swapping personnel may have a short-term impact on speed. If there are processes / checks you can consider dropping in the short term, please do let OUP know by contacting your normal production email address.