Is the online book a PDF?
The digital products are NOT PDF files and PDF files of our books will not be given out under any circumstances. This is to protect our intellectual property.
Is the digital book printable?
Apart from indicated worksheets and printable activities, the digital products are not printable.
Can I see how the textbook addresses the syllabus requirements?
For our IB Diploma Programme textbooks, detailed syllabus references can be found in the Chapter Summaries of each text. Please refer to the webpage of your text in question for this document.
For our IB Middle Years Programme textbooks, we have produced a Scope and Sequence document, which outlines the content which is covered in each textbook. The MYP series Scope and Sequence document can be found here.
The Australian Curriculum Scope and Sequence documents can be found here for years 4 to 7, and here for years 7 to 10A. For the Australian Curriculum series for years 11 and 12, please refer to the text's individual webpages for Chapter Summaries with links to both SACE and WACE curriculums.
Cambridge Assessment International Education publications contain syllabus references on the front page of each chapter.
Do you provide answer keys for Investigations or MYP Global Contexts?
We do not provide answer keys for Investigations or MYP Global Contexts. Many of the questions are quite open-ended, with no single right or wrong answer. We feel that providing answer keys would imply there is a single correct answer to the questions, which is not the case for many of the questions.
Online Ordering FAQs
I only need a quote at the moment. Who should I contact?
Please contact our sales office at firstname.lastname@example.org with a list of the books and quantities you are interested in, your delivery address, and any further information regarding your order. Our team will get back to you with a quote as soon as possible
Why am I not able to pay for my order online?
While a majority of our online orders for individuals can be processed automatically, in some cases, your order may be diverted for manual processing in order to calculate freight charges to ensure a fair price is offered. Our sales team will be in touch with a quote as soon as they have determined the best delivery option for your order.
If you are ordering on behalf of a school, institution, or bookseller, your order may require manual processing to calculate delivery, ensure the correct discounts are applied and we have all of the necessary information to process your order.
How can I make payment via a bank transfer?
If you are unable to make payment via credit or debit card via our online checkout, please contact email@example.com who will issue a quote for your order, advise of any additional bank transfer fees, and send through bank details.
Please note – as we are not based in Europe, we do not have an IBAN number. Banks are able to accept our SWIFT number instead.
Payments must be made in the currency indicated on the invoice. The sender must cover all bank charges including those of our receiving bank. Haese Mathematics reserves the right to ask for additional payment if bank charges have been levied. For customers outside of Australia, all bank transfers should be considered international transfers. Please check with your bank if any conditions apply.
I am a bookstore and have previously ordered from you. Can I order through the website?
Absolutely - an order can be placed online, but will need to be processed manually by our team. Please note that the final price shown on your online order email receipt will not show any discount or shipping and the order has not been paid. Customer service will be in touch with a firm quote which will take into consideration the discount that currently applies to your account, the shipping options available, and payment details.
I am a bookstore but I have not ordered from you before. What is the best way to proceed?
We love to hear from new customers! Please email our sales team at firstname.lastname@example.org and let us know as much information as possible: your trading name, billing address, preferred delivery address, contact telephone number. We may request additional information to verify your organisation such as a business registration certificate. If you know which books you would like to order, please let us know the titles and amounts so we can prepare a quote for you. We are able to offer trade discount to booksellers; please understand that this discount is set and is not able to be altered or negotiated, and does not apply to shipping. All orders must be prepaid before they are dispatched.
I am a school and need to use a purchase order. How should I proceed?
Please email your purchase order to email@example.com and our sales team will assist you further.
If you are an Australian school, we can dispatch your order based on your PO. Please indicate if you would prefer to approve a quotation beforehand.
If you are a school based in the USA, we are able to accept purchase orders with payment terms of 30 days. You are welcome to request a quotation prior to a PO being issued to ensure the final invoice will match.
If you are based elsewhere, we will issue a quote based on your PO quoting its reference number but prepayment is required.
I am a school and would like to place an order for digital books
If you are a school that has a Snowflake account with us, you can instantly purchase discounted subscriptions (and new standard price digital-only subscriptions) by credit card. The process starts with the "Purchase subscriptions" button on the Snowflake institution dashboard and then goes through the usual checkout steps on the website. Subscriptions will be automatically added to your Snowflake account.
Purchases initialized through Snowflake will have a 15% discount automatically applied at the checkout. Online purchases are non-refundable so please check your order thoroughly before continuing.
For more information on discounted subscriptions and how they are calculated, please visit our Snowflake help page.
I have a very large order to place. What should I do?
You can send your order through our online system or you can contact customer service at firstname.lastname@example.org. It is vital that you communicate any specific delivery instructions, restrictions or requirements as this may have an impact on the shipping price. You should consider the following: Can you accept a delivery on a pallet? Do you have the equipment to lift a pallet from a side-loading truck? Do you need delivery to an address that is not on the ground floor? Do you require a comprehensive packing list, or any additional paperwork such as a Certificate of Origin.
Our sales team will provide a quote and will look for the most economical shipping company to use. We are able to access preferential rates through several established shipping companies which include sea freight, international air cargo, and domestic linehaul services. We can also assist you if you prefer to use your own shipping account. Please read our Shipping Information as terms and conditions apply.
I am having problems tracing my package. Can you assist?
Tracking information will be provided for consignments travelling with couriers that offer a traceable service. The information is normally displayed on the carrier’s website within 48 hours of dispatch, so we kindly request that you make your first check no less than 48 hours after receiving our email containing your tracking information.
If you are still experiencing problems, please email customer service at email@example.com with your name and invoice number and they will assist.
My book has not arrived. What do I do?
If you have used a traceable delivery service, using your tracking number through the courier’s website will reveal the current status of your order. The courier company will normally contact you using the information supplied during ordering if the book is held for the payment of duties.
If you need support, please email customer service at firstname.lastname@example.org who will be able to assist.
For customers with orders sent with sea or air cargo, customer service will keep you up to date when possible.
The book I received is not the one I ordered. What should I do?
Please check your original order as occasionally the incorrect book is ordered. If that has happened, please email customer service at email@example.com and let them know which book you actually needed. In most cases, we are able to offer the option of returning the book (terms and conditions apply).
Occasionally, the incorrect book will be packed. Please send a photograph of the book you received and if possible, quote your invoice number. If the book is indeed incorrect, we will post a replacement at our expense as soon as possible. If you choose not to send a photograph of the book you have received, we will not be able to send a replacement.
I contacted customer service for a quote. Why haven’t I heard from them?
The sales and customer service team respond to emails within 24 hours when they are received during the working week. Email received over a weekend or during a public holiday will be answered on the next available business day.
All emails sent to us during a public holiday will receive our ‘out of office’ reply explaining when we will return. We respectfully request that customers do not send 'reminder' emails when they have received an out of office reply. All email is answered in the order it was received (except for emergencies), particularly during busy periods and 'reminder' emails will not give your original email priority.
Our business hours are Monday to Friday, 9am to 5pm (Adelaide, Australia).
If you have not received a reply within 48 hours, please check your junk/spam box as your email host may have filtered our reply there. You may also like to try sending a short email from a different email address – our spam filter may have blocked your email provider, or your provider may have blocked us. If you do find one of our emails in your spam folder, make sure to mark it as not spam so you can receive our future communication.
If you have still not heard from us, please call our office on +61 8 8210 4666.
If you are based overseas, due to time differences, it is probably best to send us an email to firstname.lastname@example.org
The book I wish to order is out of stock. Can I place an order for delivery when it is available?
If the book is being reprinted, you may place a backorder with us. We will send a quote for your approval and will contact you shortly before more stock arrives to arrange payment of your order.
For certain new titles, we may not be able to accept orders until the endorsement process is complete. We are happy to keep your details and contact you when backordering is available.
Sometimes, when a book runs out, we will not reprint. Our customer service team will be able to advise if this is the case. In some instances out of print books are available in a digital format through Snowflake.
In all cases, please contact our sales team at email@example.com
Snowflake Offline System FAQs
Which platforms is the app available for?
The app is currently available for iPad and Android tablets.
How do I get the app?
Navigate to the appropriate store (App Store on iPad, Play Store on Android). Search for "Haese" and install the app "Snowflake" by Haese Mathematics.
I've got the app. How do I use it?
- Open the app and sign in using your (online) Snowflake account details.
- After signing in, a list of your available books will appear. Tap on a book to activate it on that device. IMPORTANT NOTE: a book can only be activated for offline use ONCE and only on ONE device. You will still be able to view your books online.
- After activating, you can download the book. Be aware that some of the books are quite large (~500MB) and can take a while to download.
- Once a book is downloaded, you will be able to read it offline.
I logged in but why can't I see a book in the list?
Only books that you currently have a valid subscription for will appear in the list. In addition, only books whose subscriptions have been started will appear in this list. To start a subscription, log in to Snowflake (online), and click the book whose subscription you wish to start.
Can I use the app on multiple devices?
Yes. You can use the app on multiple tablets using the same username. Please note however that a book may only be viewed offline on a single device.
Can I view a book offline on multiple devices?
No. Each book may only be viewed offline on a single device. Once a book is activated on a device, it becomes locked to that device.
I received a new book after I installed the app. Why doesn't it appear in the app?
Every time a change is made to your list of available subscriptions, you will need to update your licence. This can be done by tapping 'Update licence' from the app menu on iPad or tapping the refresh button in the top-right corner on Android. Once you've done this, any new books should appear. Please note that only subscriptions that have been started will appear in the app.
How often do I need to update the app?
We highly recommend updating your app whenever prompted to do so. On both, iPad and Android, app updates are announced by the operating system whenever they become available. Follow the prompts to update the app.
Will I need to download my books again after an app update?
No. All books that have previously been downloaded will still be available after the update. In addition, all subscriptions that have been activated on the device will remain activated on that device.
If I'm using a book offline, how do I access updates made to the online version?
We try our best to incorporate updates to our offline books as soon as possible. The app should automatically notify you of book updates when they become available. Updating a book is the same process as downloading it for the first time. Please note that as a result, updating a book may take a while as some books are quite large (~500MB).