Frequently Asked Questions
We have compiled a list of frequently asked questions to assist you with online information.
If you have a question that you do not see answered here, please contact our Customer Service Representatives at (800) 207-6968 between 10:00am and 6:00pm, Monday-Friday (Eastern time).
You may also email firstname.lastname@example.org.
Q: I didn’t receive a confirmation email, does that mean my order didn’t go through?
A: Sometimes our emails end up in your junk folder. Please check there. If you still can’t find it, feel free to email us at email@example.com with your name and what you ordered and we can resend you the confirmation.
Q: I made a mistake on my order; can I correct it?
A: You sure can! Just send an email to firstname.lastname@example.org with your name, order number, and the issue and we can correct or cancel the order with just a few clicks!
Q: I received the wrong item/ damaged item, what can I do?
A: If you receive the wrong item or an item arrives damaged, please contact us by email with your order number and we’ll ship a replacement.
Q: Can I place my order over the phone?
A: Yes! Our offices are open Monday – Friday 10am to 6pm EST.
Q: Can I place my order through email?
A: Typically, no. It is unsafe to email credit card information. However, if you use PayPal, we can work out the order through email as a last resort.
Q: Can I cancel my pre-order?
A: You sure can! Just send an email to email@example.com with your name and order number and let us know you would like the order cancelled and we will issue a full refund.
Q: How can I leave a note on my order?
A: When you place items in your cart, before proceeding to checkout, there is an option right above the subtotal that allows you to add a note to your order. Once you click on it, a box will appear where you can leave special instructions or notes for a gift.
Q: How do I know if a book is signed?
A: On the product page you will see a “Signed by” field indicating who has signed our stock. It will also have a “Signed” tag. If a book is listed as signed, we will only send you a signed copy. You do not need to request a signed copy.
Q: If I purchase a signed copy after you run out, will you send me an unsigned copy?
A: If you order a signed copy and for some reason we run out before your order can be filled, we will contact you before fulfilling your order. If you only want the book if it’s signed, we will issue you a full refund.
Q: Can my signed copy be personalized?
A: All titles available for personalization will be marked with small form requesting the information for personalizations. If there is no form on the product page, unfortunately that means the book cannot be personalized. Any requests left in the comment section of the order will be noted, but cannot be guaranteed. Personalizations are per the publishers’ and authors’ discretion.
Q:Can I cancel my personalized order?
A: If the order has not been filled and the author has not personalized your copy of the book, yes. If the book has been personalized we do not accept returns as we cannot do anything with the book.
Q: I ordered a personalized copy, why hasn't my book shipped?
A: When ordering a personalized copy, there can be a delay on the order depending on the author. We work around their schedule and do our best to process orders quickly. If you are worried about having an order by a certain date, please contact customer service about the projected time frame as it varies with each author.
Q: When do I pay for my pre-order?
A: When we receive your order, will we charge you. This will guarantee a copy of the book and if anything prevents the order from being filled, you will be notified by email with a full refund.
Q: What payment options are available?
A: We accept all major credit cards, VISA, MASTERCARD, DISCOVER, AMERICAN EXPRESS, and PayPal.
Q: Do you accept gift cards?
Q: Do you offer refunds?
A: No. We offer free exchanges.
Q: Do you ship internationally?
A: We sure do! Once you have decided which products you would like, simply place them in your cart and start the checkout process. Shipping is determined by weight and destination, which can all be calculated during checkout. You will have the chance to see the total with shipping before placing your order.
Q: Will my pre-order arrive by release date?
A: It depends. If it is an unsigned pre-order, it will be shipped the week of release, however we cannot promise it will arrive on release date. If it is signed, please see the shipping date on the product page. Our signed copy stock depends on when the author is available for an event or to sign orders. We do our best to work around their schedule and post all shipping dates on the product page.
Q: Will I receive tracking information?
A: Yes! Once your order is shipped you will receive an email with the tracking number. Remember, delivery expectations take effect after your order has shipped, NOT from the time you place your order.
Q: When can I expect my online order to be delivered?
A: United States Postal Service takes approximately 4-14 business days and UPS Ground takes approximately 2-7 business days for delivery from the time the order has shipped. UPS Second Day Air should arrive within two business days of the ship date. UPS Next Day Air will arrive the next business day.
Please note that we require 2-3 days processing time to secure your order. Due to effects on the workforce, it may take 1-2 extra days to process your order. Delivery expectations take effect after your order has shipped, NOT from the time you place your order.
Q: Can I pay for my purchase online and pick it up in store?
A: Yes! “In-store Pickup” is considered a shipping option. Once you have placed all your desired items in the cart and begun the checkout process, you will be provided with the shipping options where you can select “In-Store Pickup” for free.
Q: I ordered my book online for in store pick up, when can I pick it up?
A: Once your order has been processed and is available for pickup, you will receive an email or text notifying you that it is ready. While we understand how exciting it is to get a new book, please wait until you receive the email stating your order is ready before coming to pick it up.
Q: Are your events free to attend?
A: All events at both locations are free to attend and no purchase or ticket is necessary unless otherwise noted.
Q: Do I have to buy a ticket for the signing portion of the event?
A: Books of Wonder requires a single purchase in store on the day of the event to receive a ticket for the signing line.
Q: Can I bring books from home?
A: Attendees are welcome to bring multiple books from home to be signed with the purchase of one book on the day of the event. We reserve the right to further restrict the number of books from home that can be signed at any event.
Q: I preordered the event's book online and selected "In-Store Pickup", does that count as an in-store purchase?
Q: When I click the link for the audio version, why am I taken to a new website?
A: Books of Wonder has partnered with Libro.fm to bring you fabulous audiobooks for a great price. To help keep costs low, all audiobooks are digital and must be purchased through Libro.fm. Don’t worry, your purchase still helps Books of Wonder.
Q: What is Libro.fm?
A: Libro.fm began as a conversation over beers at a local bookstore in Seattle (Third Place Books—check it out sometime), and from the vision, to the technology, to the now thriving community, they’ve grown this from the ground up. Get to know them on a first name basis—because for all who are a part of the Libro.fm story, we promise to do the same. You can also meet the extended team, the thousands of booksellers who work with Libro.fm each day, by visiting your local bookstore.
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