FAQ


Table of Contents


Replacements, Returns, and Cancellations

What is your replacement policy?

To receive any replacements, please make sure to reach out to us within 30 days of ordering

 

We will replace books if they suffer from the following conditions.  Requests for more than 10 books will require photographic evidence of every book and will delay your replacements being sent.  There is a 10% cap on replacements for the total number of books in an order (excluding duplicates).  1 replacement request per order.

The following conditions are backed by our replacement guarantee.

  • Heavily Damaged 
  • Ex-library on the outside of the book
  • Water damage 
  • Heavy soiling 
  • Duplicated within order
  • Religious in non-religious products (this does not apply to commonly celebrated holidays.)
  • Stickers on pages - We do not cover stickers on the cover of the book.
  • Heavily written in/on - We do not cover previous owners names or inscriptions as heavy writing.
  • Wrong language 

Our replacement policy does not cover the following types of books at all.:

  • Not age appropriate (under ANY circumstance)
  • Customer does not like book
  • 'Outdated' - We grade by condition of the book, not when it was written.

Photo Requirements for replacement requests over 10 books.  To get replacements, please send us a message with your order number and photos of EVERY book you need replaced, be advised that our review team will reject any photos that do not adhere to our replacement guidelines above and have final say, customer service is unable to override replacement team decisions. Here are the photo requirements for each type of book:

  • Damaged: photo should show the damage
  • Water Damage: Photo should show water damage
  • Duplicated: photo should show the duplicated books side-by-side
  • Religious in non-religious product: photo should show the religious content - commonly celebrated holidays do not count.
  • Stickers on book pages: photo should show the stickers - stickers on the cover will be rejected.
  • Heavily written in/onphoto should show the writing
  • Wrong language: photo should show the wrong language

Once your customer service representative has received the appropriate photos, you will be sent an email with instructions for queuing your replacement into our order system. You must provide an email address and confirm the invoice in the email we send for your replacements to go into our system.

Please note that there is a 5 book replacement limit for all language products!

BEATER BOX REPLACEMENT POLICY - For BEATER boxes we have a modified replacement policy.

These are the only conditions we will replace in BEATER products. You must send accompanying photos for any replacements greater than 5 on all BEATER products

  • Duplicates
  • Unreadable text - this means writing or stickers heavy enough to obscure reading parts of the text.
  • Missing pages/parts of books - this does not apply to paperback covers with small tears or small missing corners.
  • We do not cover 'condition' under any circumstance for any BEATER product.

Daily Deals and Big Deals are not covered by our replacement policy. - What you see in the picture is what you get.

 

 

 

Missing and Lost Books - If an order is missing books or never delivered please contact as soon as you are able and we will start the process of locating your lost or missing order.  Please provide the following information to speed the process time. 

***IMPORTANT - We take all claims of missing books VERY SERIOUSLY.  Anyone found to be abusing our replacement/missing book system will be subject to lifetime ban from both our Facebook page and Website. ****

Missing Books within an order - send us a clear photograph of the packing slip showing the box contents.  Please send any photographs of box damage, or notes or messages from USPS that the box was either damaged in transit or subject to media mail inspection.  Resolution and re-delivery can take up to 2 weeks.

Missing books in pre-bagged boxesFor claims of missing books in Mixed Box products, we will need photographs of all of the bags and sticker labels that came with the order

All of our products are pre-bagged and contain the exact amounts of books stated.
 
For claims of missing books you will need to provide evidence that either the bags were damaged, tampered with or opened by the USPS or UPS during transit.
 
We cannot issue replacements for missing books otherwise.

 

Lost Books - Please send tracking information and any information that you believe relevant to expedite service.  Please note - UPS case resolutions on lost packages can take between 2-4 weeks for resolution but typically have a 100% success rate in finding the lost package.  USPS resolution and re-delivery can take up to 2 weeks.

 

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What is your return & refund policy?

Returns must be received within 30 days of order date and contain all of the books originally sent for a full refund.  We will not refund the shipping charges spent to send the box.

 

All customers will be responsible for return shipping, no exceptions.

To return books, Please send to
 
Returns
1200 Dinwiddie Ave
Richmond VA 23224
 
Please make sure all books are accounted for when you return, any missing books subject the entire order to a 50% restocking fee.
 
You are responsible for making sure we receive all of the original items in your order. We are not responsible for lost or damaged items during return transit, please pack and seal your returns securely.
 
You can send tracking once you've sent your return items to expedite the refund process.

 

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What is your cancellation policy?

All customers who would like to cancel their order should send us a message. If your order has shipped, we are not able to cancel it. If it has not, you must pay a 10% restock fee to cancel your order. 

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Shipping & Tracking Information

When will my order ship/arrive?

Orders typically ship 1-2 days after being placed and are usually received within 5 business days of shipping.  Total transit time for order is typically 4-8 business days.  

We do not ship to PO boxes. If you enter a PO box on an order, UPS will contact you to redeliver to a non-PO address.  We do not refund or replace any orders when a PO box is entered.  This information is also stated on every product page.

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How will I know when my order has shipped?

You will receive a shipping confirmation email once your order has shipped. It will contain your order number and your tracking number. If you did not provide an email on your order, send us a message with the email and your order number/the name on your order.

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I'm not receiving any order updates. What should I do?

Use the following process to determine your course of action.

  1. Make sure you entered an email address on your order. If you did not, send us a message and we will add one to your order and provide you with the info we have for your order.
  2. Check to make sure it has been 5 full business days since you've placed your order. For a definition of "business day," click here.
  3. Double check your email, include your Junk/Spam folder, to see if your order/shipping confirmation email is there. 

If you've done all of these things and still are not receiving order updates, send us a message with your order number or the name on your order.

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Do you ship internationally?

We can only ship to the continental U.S., we do not ship to Alaska or Hawaii.  

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My order is "confirmed." What does that mean?

USPS and UPS create tracking numbers once we deliver your order to a facility. Your order is shipped alongside several others on large pallets that are sent to a USPS/UPS scanning facility. If your order is "confirmed," it means it has been received by USPS/UPS but has not been scanned. It will be scanned, so please be patient! Despite what their tracking may say, the package is at their facility.

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I ordered expedited shipping. Why hasn't my order been shipped?

Purchasing expedited shipping does not affect our processing time, which is the time frame needed to fill your order. Expedited shipping only increases the speed and security of the delivery of your order, which we do not handle.

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My tracking hasn't updated for a while. What should I do?

Make sure it has been 5 days since your tracking was last updated. Additionally, make sure to read through the tracking notes to see if there is any issue preventing delivery. If there is not, please send us a message.

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My order was marked as delivered, but I haven't received it.

Occasionally, USPS will mark orders as delivered before they are actually delivered. If your order has been marked as delivered but you still haven't received it, please wait 5 business days for it to arrive. If it still hasn't arrived, send us a message. If you ordered via UPS, only wait 1 business day. 

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My books never arrived/I received an empty box. How can I get my books?

If your books never arrive and it has been more than 5 business days since your order was marked as delivered or since the indicated delivery date on your tracking, please send us a message. If you were sent an empty box, please include photos of the box and any notes from USPS/UPS indicating that the box was opened, if they exist.

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Can I pick up my books myself?

Yes you can! Place your order and give us a call at (804) 370-5757 to inform us that you'll be picking up your package in-person.

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Ordering Information

What payment methods do you accept?

We accept all major credit cards, Paypal, Google Pay, and Amazon accounts through our website. 

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How do I pay using a purchase order?

We currently do not accept purchase orders.  We accept any major credit card, Paypal and amazon pay through our website.  Please contact us if you have any issues with payment.

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Product Information

Are your books new or used and how do you grade condition?

All of our books are gently used and/or donated, and they are in excellent condition. Please view our Replacement Policy if you need replacements for books that are not in excellent condition.

We offer two grades of books. Very Good and BEATER conditions.

Very Good - These are our standard grade, they typically look like new, are clean and may contain a previous owners name or inscription on the inside. We have teams of book 'graders' who check every single book that passes through our warehouses.
BEATER - Ex-library books and books with cosmetic wear to cover. We make sure all BEATERS have all the pages and are still readable. These typically sell for 30% less than our VG boxes.  

If a product does not explicitly state 'BEATER' it is a very good or better condition.

 

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My order contains old books?

We grade by the condition of the book, not by when it was published.  Our books are used, which means they will never contain the newest releases.  Additionally, many stories published much earlier are re-released every year or two.  So if a book copyright states 1955, but the book is in great condition, it typically means a books was reprinted very recently.  Besides, its the content inside, not the age that matters!

When will this product be restocked?

We do not have any specified restock days. Instead, we restock our products almost daily. If a product you want is not available, you can click on the "Notify me when available" button on the product page to receive restock alerts via email.

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Can I specify books to include/exclude in my order?

You can add requests to the order via checkout. Please note that we do not guarantee that we can fulfill every request, but we will try our hardest to do so.

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I want to exclude boy/girl books from my order. How do I do that?

Place your order now. Afterwards, send us a message with your order number (which is included on your order confirmation email) and specify which gender of books you'd like to exclude. You can also specify your preferences yourself on the notes during checkout.

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I didn't receive this book in my order!

We do not guarantee that a customer will receive any specific book in their order, even if they request the book on the notes of their order during checkout. We offer some possibilities on our product pages, but they are not guarantees. 

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What ages are the books suitable for?

Suitable ages are listed in the title of the products.

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Will I receive any duplicates if I order two boxes on the same order?

We work hard to make sure each book you receive is unique. However, duplicates may occur in large orders, but it is typically 1% of the total order quantity. If you do receive duplicates, send us a message and we will issue replacements.

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Will I receive any duplicates if I order two or more sets or series on the same order?

You will not. We ensure that each title you receive is unique. If you receive any duplicates, send us a message and will issue replacements. We do discourage attempting to purchase a total number of books close to or more than the total number of books in the series. We do not have every book in a series available at any given time, so we cannot guarantee no duplicates in those situations.

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If I already own some titles of a set or series and I want to order the same set/series from you, how can I prevent my order from containing books that I already have?

When placing an order again, you can include the books you already have on the notes during checkout.

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Can you complete a series if I already own some of the titles?

We are not able to do this currently.

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How are sets and series titles selected? Do they go in order?

They do not. As with all products, all titles are randomly selected.

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Company Information

What is The Book Bundler?

We are a company of book lovers who love to spread the love of reading! We believe that reading can change the world and that every book, no matter how used, deserves a good home. 

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Why sell children's books?

Children are the future, and we want to enrich their minds so they can take our world to places we could never imagine. Research shows that reading at a young age increases intelligence, empathy, vocabulary, listening skills, spelling, and overall cognitive development. We want to make reading accessible and affordable for all children.

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Why should I choose The Book Bundler?

We offer the largest number of high-quality, gently-used books at the lowest prices. Simple as that. We care about customer satisfaction deeply and want you to have a pleasant ordering experience.

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What is the best way to contact you?

Always contact us through our Facebook page! You will get a faster response there than any other location.

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Where are you located? / Where can I mail things to you?

Our physical address is 2109 Dabney Rd., Richmond, VA 23230.

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Can I come in and pack my own books?

We currently do not have the ability for customers to pack their own books. We are working on creating a store where that would be possible. 

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Do you accept donations?

We do! You can either mail books to us or drop them off in-person at our storefront. Our address is the same for both and is listed above.


Can we sell books to you?

We are always looking to purchase quantities in large supply(multiple pallets) .  If you run a book selling operation and would like to sell your 'cast-offs' to us please send us a message through Facebook.

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Why was I issued a warning about a comment I left on your Facebook page?

We understand that it can be frustrating if there's an issue with your order and you can't get immediate results. However, venting that frustration on our posts and on our customers' reviews can rile people up unnecessarily, and often times leads to the spread of misinformation regarding our policies and the actions we have taken to resolve your issue.  

We prohibit the following from being posted on our customer reviews page or any of our posts:

  • Customer service messages
  • Complaints on posts/comments
  • Comments exhibiting behavior that constitutes harassment, including trolling

If you have received a warning, it means we will issue a permanent ban from our page and service should the offending behavior continue. Please reach out to us through the proper communication channels to resolve issues with an order and we will be happy to help!

Problems with an order? Send us a message here!