2016-10-10 13.26.53-2.jpg

Have a question or need some help? Check through the list below and you'll likely find the answer: 

1. Finding Books Online

2. Stock Availability and Shipping Time

3. Order Fulfillment Options

4. Help With Purchasing & Checkout

4. Help With Ordering Other Stuff

5. Events & Sales Inquiries

6. Miscellaneous Questions

WELCOME TO OUR

MOST FREQUENTLY ASKED QUESTIONS!

FINDING BOOKS ONLINE

How do I order print books online?

First, make sure you’re on our online bookstore linked here (our main site has links to other products we sell). Add books to your cart, then complete the checkout process as you would with any other online store. 

I found the book I want but there are a lot of versions – which is the right one?

Most books are published in multiple editions (hardcover, large print, large format paperback, mass market paperback, Spanish-language, etc.). Each book’s details are on its page, sometimes towards the bottom, so check to make sure it's the one you'd like. New hardcovers generally don’t get a paperback edition for at least a year after release, if ever, so double check the publication date on those. You can always pre-order an edition that hasn’t been released yet if you don’t mind waiting.

I’m having trouble with the search function. Is there a trick for finding what I need?

If you need a specific title or author, type those in to the search field and the site should return the correct results immediately. You can search by keyword, as well (for example: dinosaurs, pizza, cats). If you’d rather browse, you can click through the list of subjects in the sidebar. Clicking these will return a more manageable crop of books closer to what you’re in the mood for. Email us if you're stuck!

I’m typing the exact title I want but it keeps saying it can’t be found!

This is usually due to a misspelled word or a misremembered phrase in the title. For example, if you’re looking for “Geology of the Hudson Valley” but you type “Geology IN the Hudson Valley” it won't work. You can try fewer words, or just the part of the title you remember – the site will return results with every book that has that specific combination of words, so sometimes less is more. If you’re sure everything’s spelled right, email us and we’ll investigate!

STOCK AVAILABILITY

Is everything on the website available in the store?

No, and we can't emphasize this enough! The online bookstore reflects what we have at the warehouse level and is not our curated in-store selection. This makes it easier for folks to browse and order anything you want, but can be difficult if you need something right away. If that's the case for you, stop by the shop to browse what's on-shelf today, or send us an email and we’ll give you some recommendations!

A book I want says, "contact the store" or something similar -- what does that mean?

This book is most likely out-of-print (meaning it's not published anymore) or backordered (temporarily unavailable). If you see any unusual status message, drop us a line and we'll investigate. If you'd rather call during normal store hours, we may be helping other customers ahead of you in line; leave a message and we'll get back to you!

How long will it take to complete my order?

It will be ready same-day if we have it in-stock, or within two business days in most cases if not. Some out-of-stock books take a little longer to get here, so the best way to estimate is take the highest number of days of processing time listed for the book you want, then add the highest number of days of shipping time for the shipping option you've chosen, not including weekends and holidays. It will take much less time in most cases, but that's a good way to plan if you need it by a particular day.

ORDER FULFILLMENT

How does curbside and in-store pickup work?

Once your order is ready, you’ll get an email letting you know so you can plan your in-store visit or schedule a curbside pickup using our online scheduler linked here. If choosing curbside, select your preferred day and time, wait for our confirmation, and then we'll have it packed up for you outside the shop with your name on the bag. All you do is grab and go!

How does delivery work?

We leave your package on the porch! Nothing else is needed from you.
 

What’s your delivery range?

Within the Rondout Valley School District.

Is delivery quicker than other methods?

It seems so, but no! We run our delivery routes once weekly (weather permitting), which means your order may get to you as long as a week following processing time. We strongly recommend pickup if you're local and need something right away! 

HELP WITH CHECKOUT

How do I use a gift card?

First, make sure you're on the page for print books (gift cards can't be used to buy non-physical media). Select the gift card option when checking out and type in the gift card number when prompted. We also need a credit card in case there's a remaining balance, but it won’t be charged until we manually review the order and apply the gift card first. 

How do I use a coupon code?

There’s a field for this at the top of the checkout screen.

 

How do I pay an invoice with a gift card? 

It's trickier than it should be! First, enter the gift card number in the appropriate field in the invoice. Then enter the amount you'd like to charge to the gift card, even if it's the full amount. If it doesn't cover the balance you'll get a prompt for credit card info to pay the rest. 

I can’t complete the checkout process and it’s hanging up at the end.

The most common cause of this is incomplete info in required fields. If you try to submit an order with incomplete info it simply won’t advance to the next step, which can feel like a hung-up webpage, even though it isn’t – scroll up and you should see red-flagged text indicating the missing spots. If you’re still having trouble, email us your order and we’ll ring you up manually.


Once I place an order, will it save my credit card for next time?

Not automatically, but you can opt in for this feature if you like! You can add a card to your account profile at any time, not just when placing an order. Your card info is stored on an encrypted server and isn't viewable by anyone at Postmark. 

 

I'm having trouble logging in, resetting my password, or completing an order.

These issues tend to happen on mobile devices, so our first suggestion is to switch to a desktop browser when you get home. Then, we’ve found that clearing your cache, reloading the page, restarting the browser, and/or using a different browser will fix this in most cases – just the standard internet 1.0 solutions! If you’re still stuck after this (which is rare), email us and we’ll ring you up manually at the shop.

ORDERING NON-BOOK ITEMS ONLINE

How do I buy gift cards?

We recommend sending an electronic gift card, which you can buy directly here. This sends an email to the recipient and creates an account for them at the store with the gift card attached, which makes it super easy for us to charge it next time they want to buy something. We can also load a plastic gift card for pickup, delivery, or shipping if you prefer that (email us to get started). There’s no way to replace these if lost and should be treated like cash, but they are super cute (ours have art by our favorite book illustrators) so we understand if you prefer them!

Do you sell eBooks?

Each title on our online bookstore has an eBook option if you prefer that format – just click that one and checkout as normal. You can also visit our eBook-specific website here. Note that non-physical media is final sale and non-returnable, and can't be bought with gift cards. 

Do you sell audiobooks?

For CDs and other physical media, you can search for the title on our online bookstore, find the right format, and checkout as normal. For streaming audio, visit our audio-specific website here, hosted by Libro.fm – here you can buy individual audiobooks a la carte, or sign up for a one-book-a-month subscription, just like Audible. Note that non-physical media is final sale and non-returnable, and can't be bought with gift cards.

What about flowers?

At the moment these can't be purchased online but you can contact us and we'll get you sorted. We need a few days’ notice in most cases as all flower arrangements are made to order, but email us to start. You can see sample sizes and price ranges here. We often have a selection of grab-and-go bouquets at the store if you're feeling serendipitous!

 

How about puzzles?

Visit our online gift shop here to see what’s available. You can also search the known universe of in-print puzzles at our online bookstore here.

 

What about birthday cards/journals/candles/etc.?

All our stationery and non-book gifts can be browsed and purchased here. That reflects what we have in-store now. 

EVENTS, MARKETING, & SALES INQUIRIES

Does your store have author events?

We love author events! We just have them off-site due to space limitations. Drop us a line if you have an idea for an event that might work with some of our favorite partner venues including some of the area's best bars, hotels, galleries, and restaurants. 

How does an off-site event work?

It's a lot of fun, actually! First, we find the right venue for the event, one that's already set up to accommodate crowds of people with refreshments. We set up our "Mobile Bookstore Package," a transportable mini-version of everything we have in-store including cash register, graphics and signage, and book displays. During the event we sell your books to customers and handle all the logistics of ordering stock and having it ready on-site. 

I'm an author -- will you carry my book?

Congratulations on the new book! And the answer is, "It depends." There are many factors weighing on our decision to stock a book, no matter who published it. It's best to follow the guidelines we lay out in our sales & marketing instructions here, but it boils down to emailing us a pitch with all the relevant sales info. If your publisher has a listing for it on their site or Edelweiss you can just send us that link, which has everything we need. If we think our clientele will buy it, we will order it without further questions, and if not, then we won't; there's no need for you to follow-up. We don't accept sales inquiries in-person or over the phone while we're helping customers -- the answer to those will always be "No." 

I'm a publisher / manufacturer -- can I send you some marketing material or product samples?

Please do! The products/books should fit the vibe of our store and be available to order through established national distributors. Mailing instructions are posted here -- please pay close attention to the details! We don't accept sales inquiries in-person or over the phone while we're helping customers -- the answer to those will always be "No." 

MISCELLANEOUS FAQs

I tired to mail you something but it got returned. What's up?

It seems like you didn't follow the guidelines! We can't accept USPS deliveries at our store due to arcane small town reasons. You can send us FedEx, UPS, and email, though.

What's your return policy?

Anything special-ordered or purchased online is final sale, but if you bought something while browsing our in-store selection you can return it within 7 days if it's still in sellable condition. All gifts (with gift receipt) can be returned within 30 days. If you received something damaged in shipping, let us know and we'll see what we can do. If you chose an insured shipping method we can send a replacement for no additional charge.

Do you have a loyalty program?

Yes, and it's great! When you buy 10 full-priced books we will send you a store credit in the amount of your average purchase price. (This is our "Buy 10, Get One Free" deal.) Books ordered online with free shipping don't count towards your reward (that is considered a discount). Your rewards never expire and we keep track of your progress forever. In-store customers have to opt-in with an email address, while customers ordering online are automatically enrolled.

Can I sell you my used books?

No, we only sell new books. There are several fantastic used and antiquarian booksellers in our area you can try, though. Just Google those terms and you should find them right away. 

Are you hiring?

Not at the moment, and when we are it's typically for very occasional pick-up hours rather than a steady schedule. If this sounds like it might work for you and you have publishing, retail, or customer service experience, feel free to fill out our online form here and we'll hang on to it should the need arise.