Submitted two textbooks for buyback. One was slightly used (no writing, no damage, no highlighting, but you could tell that the book had been read). The second was in brand new condition, never opened or put on a shelf. It was purchased new, placed on a table or desk (in a clean, non-smoking home). I told them I was sending a "used condition" and a "new condition" book and packaged each in a separate Tyvek envelope, wrapped each with bubble wrap and placed in a double-walled box--extremely well packaged. They arbitrarily changed the rating on the new book to "used" and refused to state why they made this change. The repeatedly sent form letters in response to my detailed inquiries--discussing "shelf wear" and "writing on the pages". Not ONCE did they actually answer my question. The only positive thing I can say about them is that I received my check within a week. Be warned that once you send your books to them, you cannot get them back! Thus, if they change the condition rating, you are stuck with whatever they pay you (or not pay you). Arrogant and disrespectful organization.