Order FAQ

ORDERS

Can I edit my order?

Orders can be adjusted until they are shipped (within 1-2 business days).

If your order is still being processed, you can:

➤ Add items to your order

  • You will receive a payment request for the difference of the items and shipping costs (if applicable)

➤ Exchange for other items

  • Cost adjustments will be refunded to the original form of payment.
  • Shipping costs may be adjusted depending on the new order weight

➤ Cancel an order

  • Cancelled orders will be refunded to the original form of payment.


Do you accept returns?

Any item can be returned within 10 days of delivery.

  • Returns will be refunded to the original form of payment once they are received.
  • Customers are responsible for return shipping.
  • *Items must be returned in the same condition they were received.

➤ To initiate a return, please email us at bigtownbooks@gmail.com with your order number.


Can I send a gift?

Absolutely! If you would like an order to be shipped as a gift please specify at checkout under “Order special instructions”. You can also add a gift message to be sent with your order.

  • We do not include payment details in gift orders.


Do you offer pre-order?

Yes, Big Town allows you to place pre-orders for upcoming titles. All pre-orders will ship on their release date unless otherwise specified. To get your books to you as quickly as possible, pre-orders may ship separately from other items in your cart.


What if a book is backordered or unavailable?

If a title becomes backordered or unavailable after you place an order, you will be notified by email right away.


SHIPPING 

When will my order ship?

All orders will be shipped within 1-2 business days with tracking information provided.


Why am I receiving more than one package for my order?

To offer the fastest shipping options, some items ship directly from our distributors while others ship from our warehouse in Philadelphia, PA. This means your order may arrive in more than one package. You will receive separate tracking information for any items shipping separately.

 

What if my package is lost?

If your tracking information has not been updated in more than 3 business days please contact us directly at bigtownbooks@gmail.com. Initiating missing mail requests will vary depending on the shipment option selected at checkout.