FAQ & Policies

 Table of Contents 

What is the Book Bundler? 

The Book Bundler is an online used bulk book bookstore. We are owned and operated by certifiable book lovers.

 


What is your replacement policy?


Replacements, Returns, and Cancellations



THE BOOK BUNDLER REPLACEMENT GUARANTEE: If any of our books do not meet our stringent quality guidelines, we will replace them free of charge!  

Click here to enter in your Replacement Request; it's easy as A...B...C! 😀

As fellow book lovers, we know the hassle of handing over hard-earned cash only to receive less-than-stellar books. That's why we've developed our own custom book-sorting processes to give you a high-quality and consistent product. We are so certain that we can deliver a reliable product to you that every order is backed by our Book Replacements Guarantee.

*Custom Orders, Unique Daily Deals & Sold As-Is Bundles are not eligible for replacements under our replacement guarantee.


RULES 

  • Limit 1 replacement request per order after receiving order. 
  • Please wait to request replacements until you receive all the bundles in order
  • Requests must be made within 30 days of receiving order
  • 10% of order total per Replacement Request. We may request photos for incorrect, duplicates, or damaged books.
  • Request for more than 10% of your order will automatically require photos of all the books you need replaced
  • Replacement Orders will be shipped out within 5-14 business days
  • Any replacement books will be the same book type from the bundle that was ordered. Titles are chosen at random.
  • Please note that our replacement request form does not automatically send confirmations or tracking updates. You can always reach out to our Customer Service Team to check the status of your replacements.

Our free replacement service will replace the following problems in an order 

  • Heavily Damaged Exterior
  • Ex-library on the outside of the book
  • Heavy Water damage 
  • Heavy soiling 
  • Books you already own, duplicates* in or from previous orders (max 10%)
  • Religious in non-religious products (this does not apply to commonly celebrated holidays)
  •  Stickers on pages obscuring readability - We do not cover stickers on the covers of the book.
  • Heavily written in/on - We do not cover previous owners names or inscriptions as heavy writing.
  • Wrong language 

We do NOT replace these types of books

  • Not age appropriate/Reading levels – Books are categorized by recommended age range of the title and book type. Not by specific reading levels.
  • One does not like book for it's genre, contents, or story (Example: “My child isn't interested in this book.”)
  • Previous school/owner names or inscriptions 
  • Price stickers on book covers
  • 'Outdated' or 'Old' - We grade by condition of the book, not when it was written.
  • Bundles that are "Sold As-Is" such as bundles by themes, small paperbacks, etc.

* = We do discourage attempting to purchase a total number of books close to or more than the total number of books in a book set or series. (For example, there are only 12 books total in the Captain Underpants series). We do not have every book in a series available at any given time, so we cannot guarantee no duplicates in those situations.

REQUIREMENTS

To request replacements for less than 10% of an order, please complete the automated replacement form below:

Click here to enter in your Replacement Request; it's easy as A...B...C! 😀

To request replacements for more than 10% of an order, please provide the following information to CustomerService@TheBookBundler.com

  • Order #
  • Number of books you need replaced
  • What kind of books do you need replaced? (example - board books, hardcover kids, chapter books etc.)
  • Clear photos showing all the books you need replaced, showing their issues.

 

Missing and Lost Books - If an order is missing books or never delivered, please contact us as soon as you are able and we will start the process of locating your lost or missing order. 

  • 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 boxes - For 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. 
  • Lost Books - Please send tracking information and any information that you believe relevant. 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.
  • Failure to provide photos for any missing or damaged books will not be accepted.

Damaged Books and Packages - If your order was received damaged, please contact us right away with the following information and we will issue replacements for any damaged books.

  • Books were damaged - Send us a clear photo of any damaged books in your order.
  • Package was damaged - Send us clear photos showing the damage of the package. 
  • Failure to provide photos for any missing or damaged books will not be accepted.

Ready to try it out? Click Here to Setup Replacements

Return to top

What is your return & refund policy?

RETURNS & REFUNDS

RULES

  • Return your order within 30 days for a refund MINUS the shipping costs to send your order.
  • Returns under $100 subject to a 10% restocking fee. No exceptions.
  • Returns over $100 subject to 25% restocking fee.  No exceptions.
  • Customers are responsible for return shipping charges or RTS fees. Please consider using our Replacement Guarantee instead of returning to avoid paying return shipping charges + restocking fees.
  • Make sure to include your order number and name with your return.
  • If you are returning only part of your order, please include the same of the book bundle you are returning. Missing books in an individual bundle will subject the entire return to a 50% restocking fee. 
  • Please be sure to send our customer service team your return tracking information, along with your order number and the specific book bundles you’d like to return, so we can begin the return process. You can email these details to CustomerService@TheBookBundler.com
  • Customers are responsible for making sure we receive returns. We are not responsible for lost or damaged items during return transit. Please pack and seal your returns securely.
  • Books by Color Orders - All sales are final, unless there is an error on our part (e.g. received wrong color). If there is ever a problem or concern regarding your order, please contact our Customer Service Team.
  • Custom Orders, BULK orders, Rush or Expedited Orders are final sale and not eligible for Returns.
    • Due to the time and effort required to create a custom order, these are not eligible for return or refund. 
    • Books that are sold as-is, as shown in the picture/video not eligible for returns.
  • If you have any issues with your order, please contact our Customer Service Team

    Ship Book Bundle Returns to:

    The Book Bundler - Returns
    227 East German School Road
    Richmond VA 23224


     
    Return to top

    What is your cancellation policy?

    We understand that circumstances may change, and we are here to assist you with any cancellations you may need to make.

    To request an order cancellation, please email us your order number at CustomerService@TheBookBundler.com within 24 hours of when your order was placed.

    We are unable to cancel any orders outside that window or orders that were already fulfilled or shipped in our system.

    Return to top

    Can I edit my order?

    If you need to make changes to your order, we're happy to help!

    If you need to update the shipping address, please contact our customer service team as soon as possible so we can make the change before your order is processed.

    If you'd like to add, remove, or change any book bundles in your order, we may need to cancel the order so you can place a new one with the correct bundles and quantities.

    Please note that all order changes are subject to availability and may not be possible if your order has already been processed or shipped.

    Return to top

    Can I request a Custom Book Bundle Order?

    We no longer offer custom order book bundles.


    Return to top

    Shipping & Tracking Information

    When will my order ship/arrive?

    Orders typically ship 2-3 business days after being placed and are usually received within 5 business days of shipping, larger orders may take longer. Total transit time for order is estimated to take 4-10 business days, depending on your location. Estimated delivery times may change depending on the mail carrier services and schedule.

    Please note that we ship out hundreds of packages on pallets. It may take an extra 2-3 business days for the mail carrier to pick-up and scan in your package. Tracking information may not update until the package reaches the carrier's distribution center.

    Return to top


    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.

    Return to top

    The shipping address is incorrect! Can I change it?

    Yes! We can update your shipping address as long as your order hasn’t been fulfilled yet. Please contact us immediately with your order number and the correct address you’d like us to use. Once a package has shipped, we’re no longer able to make changes.

    We’re required to ship orders to the address provided at checkout. If you’re unsure what address you entered, you can find it in your order confirmation email.

    If your order is returned to us due to an incorrect or incomplete address, it can be reshipped; however, a reshipping fee will apply.

    Contact us if you have any issues with your order's shipping address.

    Return to top

    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 updates.
    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.

    Return to top

    Do you ship to AK, HI, PR, or internationally?

    We can only ship to the continental U.S. We currently do not offer standard free shipping to Alaska, Hawaii, or Puerto Rico on our website. 

    If you are interested in receiving a quote for shipping costs with UPS, please let us know what is in your cart and your shipping address and we will get back to you! Keep in mind that we ship all order with UPS and cannot offer shipping options with USPS such as Media Mail or Priority.

    Note - Orders shipped outside the continental US are still eligible to use our Replacement Guarantee, however customers will be responsible for shipping costs for any replacement requests or reshipments. 

    Return to top

    Do you ship it DPO/APO addresses?

    We do not. We are not able to ship directly to DPO, APO, or military bases. 
    We suggest shipping the order to your home and then organize shipping to a DPO, APO, or military base from there.

    Return to top

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

    USPS and UPS create tracking numbers once your order is delivered 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.

    Return to top

    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.

    Return to top

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

    Please note that we ship out package on pallets which can take 3-4 days to hit a major distribution center and scanned in.  If you have any issues, please send us a message.

    Return to top

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

    Occasionally, USPS/UPS 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.

    Return to top

    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 damaged, if they exist.

    Return to top

    Ordering Information

    What payment methods do you accept?

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

    Return to top

    How do I pay using a purchase order?

    We are now accepting purchase orders from verified schools and organizations.

    Click here to learn more. 

    Return to top

    Product Information

    Are your books new or used?

    All of our books are gently used and/or donated, and graded by us for condition. Please view our Replacement Policy if you feel you've received books that don't meet our quality guidelines.


    Very Good Used - Books are clean and in very good condition with minor signs of previous use or shelf wear.     Books may have or contain small or inconsequential page creases or bends, small 'nicks' or tears on pages, spine or cover wear, names of previous owners or inscriptions, and/or old price stickers or inventory stickers. Nothing that affects the readability or enjoyment of the book itself.

    Return to top

    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" or "most recent" 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, it's the content inside, not the age that matters!

    Return to top

    I didn't receive this book in my order!

    We do not guarantee that a customer will receive any specific book in their order. Titles are chosen at random for each book bundle. Photos for each book bundle show an example for the type of books you may receive.

    Return to top

    What ages are the books suitable for?

    Suitable ages are listed in the title and descriptions of the products. Books are sorted by publishers' suggested age ranges, not specific reading levels.

    Return to top

    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.

    Return to top

    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 (For example, there are only 12 books total in the Captain Underpants series). We do not have every book in a series available at any given time, so we cannot guarantee no duplicates in those situations.

    Return to top

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

    We are not able to do this currently. We currently cannot take title request unless you would like to start a Custom Order Book Bundle.

    Return to top

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

    As with all products, all titles are randomly selected. You may not receive the full series or books in order due to the nature of our standard book bundles.

    Return to top

    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. 

    Return to top

    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.

    Return to top

    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.

    Return to top

    What is the best way to contact you?

    Contact by email or through our online chat on our website. Click here or on the red message icon near the bottom right corner of our website.

    Email: CustomerService@TheBookBundler.com

    Phone: (804) 308-8803

    Return to top

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

    We have warehouses nation wide that fulfill orders.

    Our physical returns address is:

    The Book Bundler
    227 East German School Road
    Richmond VA 23224
    Return to top

    Can I come in and pack my own books?

    No. We currently do not have the ability for customers to pack their own books. All book bundles are chosen at random, titles vary for each bundle. If you would like to pick out the books in your bundle, please consider a Custom Order Book Bundle!

    Return to top

    Do you accept donations?

    We do! You can either mail books to us or drop them off in-person at our TX Warehouse. 

    Please drop off or ship donations to:

    The Book Bundler - Book Donations
    227 East German School Road
    Richmond VA 23224

    Unfortunately, we are unable to cover postage for donations. To save money on shipping books, we recommend the following:
    - Combine all items into one box if possible
    - Ship USPS MEDIA MAIL - this is a special post office rate for books. Do not send priority or first class, it will cost A LOT.
    - Please make sure all items you are donating are in good readable condition!  It is ok if donations have been previously loved, but please do not send us books falling apart.

    Can we sell books to you?

    We are looking to purchase quantities in large supply (multiple pallets/truck l). If you run a book selling operation and would like to sell your 'cast-offs' to us please send us a message and see if we are currently buying!

    Return to top

    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.  We promise, it's not our intention ever to upset you.  

    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 listen and fix the problem ♥ .

    Problems with an order? Send us a message here!