Frequently Asked Questions
BOOK BOX FAQ
What if my tracking number still says "preparing shipment" or "moving through network"?
- If your tracking status is still in pre-shipment, please wait 7 days before contacting us. Boxes are being delivered without any updates made to tracking until they are out for delivery.
- If after 7 days you have not received a tracking update, please contact us at email@example.com.
What if I didn’t receive my order?
- Contact your local post office or mail carrier: Sometimes, drivers mistakenly scan packages as delivered before the actual delivery. Reach out to your local post office or the mail carrier to inquire about the status of your package.
- Wait for a week after the shipment date: Occasionally, there might be slight delays in the delivery process. Please allow up to a week after the shipment date to see if the package arrives.
- Get in touch with Customer Service: If your package hasn't arrived after a week from the shipment date, please inform our Customer Service team by sending an email to firstname.lastname@example.org.
* Please note that we do not offer refunds for lost packages.
What should I do if my package is Lost or Stolen?
If your package appears to be Lost or Stolen, please follow these steps:
- Check the tracking number: Always make sure to track your package using the provided tracking number. Once the package is dropped off at the post office, our liability ends, and the responsibility shifts to the shipping carrier.
- Contact your local post office: If the tracking information shows that your package has been delivered, but you haven't received it, please reach out to your local post office to inquire about the status of the delivery.
- File a missing/stolen/lost claim: In case your package is confirmed as lost or stolen by the postal service, you'll need to file a claim with them to initiate the investigation process.
- Notify Customer Service: Once the claim with the postal service has been confirmed, please contact our Customer Service team at email@example.com. We'll be happy to assist you further in resolving the issue.
What should I do if I receive a damaged book or item?
While we take great care in packaging items, we understand that accidents can occur during shipping. If your items arrive ripped, crushed, or unreadable, please fill out the form below within 10 days of delivery, and attach photos of the damaged items, including a picture of the outside box with the address label visible. We'll assess each case individually to determine the appropriate resolution.
What should I do if an item is missing from my box?
Mistakes can happen. If you find an item missing from your box, please fill out the form below within 10 days of delivery, and we will make every effort to send it out to you as soon as possible. Please include a photo of the items you received in the box, as well as a photo of the outside of the box with the address label visible to help us resolve the issue efficiently.