Brand new books. If one arrives damaged, we replace it.
Every copy comes straight from the publisher. If something arrives damaged, misprinted or short, tell us within 5 business days and a specialist will take it from there.
How to report a problemBrand New GuaranteeCall 866-522-6657
- New books, never remainders or retail copies
- Damaged or misprinted copies replaced at no additional cost
- Report within 5 business days of receiving your order
- A specialist replies within one business day
Four situations, and what we do.
BookPal buys books from publishers on a non-returnable basis, which is how we offer deeper discounts. Here is how that works in practice.
-
Covered
Damaged or defective
Misprinted copies (streaks, upside-down or missing pages) and copies damaged in transit are exchanged at no additional cost. Small corner folds and nicks are not covered. Not sure about yours? A specialist will take a look.
How to report it -
Covered
Wrong quantity, or not what you ordered
If the count is off, report it and we will correct it. If a title is not what you ordered, tell us right away and a specialist will look into it with you.
Talk to a specialist -
Not returnable
Ordered by mistake or changed plans
Returns are not accepted for a change of plans, and orders usually go to the warehouse right away, so they often cannot be cancelled. Call us as soon as you can and a specialist will see what is possible.
Contact a specialist -
Ask first
Custom or special orders
Custom, library-bound and special orders are prepared for you, so the same non-returnable basis applies. A specialist can talk through the details with you before you order.
Ask before you order
Four steps, starting the day your books arrive.
All claims must be made within 5 business days of receiving your shipment, so please look over your books as soon as they arrive.
Inspect your books
Check the titles, the counts and the condition of the copies as soon as the boxes arrive.
Tell us within 5 business days
Send a message through our contact page, or call 866-522-6657, Monday to Friday, 8:30 am – 5 pm PT. A specialist replies within one business day.
Keep the copies
Hold on to any damaged copies until we tell you what to do. Some publishers ask for them to be sent back.
We make it right
Damaged or misprinted copies are exchanged at no additional cost. Your specialist confirms the next step with you.
Past the 5 business days, or not sure your situation fits? Tell a specialist and they will look at it with you.
New books, straight from the publisher.
You may wonder how BookPal offers deep discounts and whether quality suffers. It does not: we only sell new books, and we stand behind that.
What you receive
BookPal works directly with publishers to supply books from the publisher to your hands. Unlike some competitors, our books are not unsold retail copies or remainders. You receive new books, free of retail stickers or other markings.
What is covered
Printing errors such as streaks or upside-down or missing pages are replaced at no cost to you. Paper books can pick up tiny corner folds or small nicks in transit; those are impossible to prevent, do not affect use, and are not covered. Unsure about a copy? A specialist can take a look.
Two ways to be sure first.
Review your order
Orders generally go to the warehouse as soon as we receive them, whether online, by fax or by phone, so we are not always able to cancel. Please check titles and counts before you place it. Want a second pair of eyes? A specialist is glad to look it over.
Talk to a specialistAsk for a sample
Considering a title you have not ordered before? Ask a specialist for a sample first. Sample costs for trade titles are generally reduced or waived on bulk orders of 100 or more copies.
Request a sampleQuestions about returns.
Something else? Call 866-522-6657 (Monday to Friday, 8:30 am – 5 pm PT) or email [email protected].
Does BookPal accept returns?
BookPal buys books from publishers on a non-returnable basis, so returns are not accepted unless you receive a misprinted or damaged copy, or the quantity is wrong. In those cases we exchange the affected titles at no additional cost. A specialist can help with anything else about your order.
How long do I have to report a problem?
All claims must be made within 5 business days of receiving your shipment, so please inspect your books as soon as they arrive. Past that, or not sure it applies? Contact a specialist and they will look at it with you.
Do I need to send damaged copies back?
Please keep damaged copies until we give you instructions, because some publishers require them to be returned. Your specialist will tell you what to do. Questions? Contact a specialist.
Are small dents or scuffs covered?
Printing errors such as streaks or upside-down or missing pages are covered. Books are made of paper, so tiny corner folds or small nicks from transit are not, since they are impossible to prevent and do not affect the use of the book. Unsure about a copy? A specialist can take a look.
Can I cancel or change an order after I place it?
Orders are generally sent to the warehouse for processing as soon as we receive them, so we are not always able to cancel. Contact a specialist as soon as you can and they will see what is possible.
Can I get a sample before I order?
Yes. Ask a specialist for a sample of a title you have not ordered before. Sample costs for trade titles are generally reduced or waived on bulk orders of 100 or more copies.
A specialist is glad to help.
Call 866-522-6657, Monday to Friday, 8:30 am – 5 pm PT, or send a message. A specialist replies within one business day.