How can I check on my order? Can I track the package?
When you place your order, you will automatically receive a confirmation email. You will also receive an email when your order ships. For more detailed tracking information, please submit a help request here or by visiting bookshop.epals.com/feedback.adp.
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What are my payment options?
We accept Visa, MasterCard, American Express, and Discover.
We also accept purchase orders from companies and organizations that have established a purchase order account with ePals.com.
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What are my shipping options?
We ship our products throughout the continental United States, using a variety of shipping options and delivery methods. Learn more about our 2 shipping options below:
- Economy - 4-6 business days from the time the order is shipped.
- Priority - 2-3 business days from the time the order is shipped.
The total time it will take to receive an item is determined by adding the time it takes to ship the order, which is 2 business days, plus the number of days for your chosen shipping method. For example, if you choose Economy Delivery (4-6 business days), you can expect to receive the item within 6 to 8 business days after the day you ordered it.
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Why did I receive a declined credit card notice?
We were unable to receive authorization from your bank or credit card company. Reasons for the decline include: insufficient funds, incorrect billing address or expiration dates, incomplete or inaccurate number. If you are unable to receive authorization, please try another credit card and/or contact your credit card company.
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Can I combine member discounts on an order?
Only a single discount program may be used on an order.
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Can I ship an order outside of the U.S.?
We cannot ship orders outside of the United States at this time.
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What shipping options are available to P.O. Box addresses?
Economy shipping is available to P.O. Box addresses. Express shipping is not.
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Does ePals Book Shop offer any gift services?
We can ship your order to a recipient other than you, but we do not offer gift wrapping or messaging services at this time.
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What happens if a book I want is out of stock?
Sometimes items in your order may fall out of stock while we are processing your order. In this event, you will be asked to make another selection. Books go in and out of stock frequently, as publishers reprint all of the time. Please check back regularly to see if the title you are looking for is back in stock. We do not offer back ordering at this time.
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What notifications will I receive regarding my order?
We send a confirmation email for your order. We also sens a separate email to inform you that your order has shipped.
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How will I know if my order is delayed?
We send out email notifications regarding order-related issues, including problems with credit card approval and item availability updates.
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What do I do if I have a problem with my order?
If you encounter a problem with your order, please visit http://bookshop.epals.com/feedback.adp.
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Why was my package undeliverable?
Our carriers may deem a package undeliverable for one of the following reasons:
Incorrect Address.
If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.
To remove an outdated or incorrect address from your account, click the "Manage your address book" link under the Account Settings heading in Your Account. Click either the Edit button or the Delete Address button beneath the address you want to change or remove.
Carrier Does Not Deliver to the Address.
The U.S. Postal Service does not deliver to some addresses. If you also have a P.O. Box address, it's best to use that address for your ePals orders. Also, if you (or your office) have put in a request for address forwarding with the U.S. Postal Service, please note that the U.S. Postal Service only forwards first-class mail and magazines, and does not forward packages.
Address Format.
If a P.O. Box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a P.O. Box. To ensure that such packages are routed through the proper carriers, please enter the box number as "P.O. Box" followed by the number. Also, if you're a private mailbox holder (use a local commercial mail-receiving agency), do not use "Box" for your mailbox number -- instead use "#" or "PMB." This will ensure that your address is not mistaken to be a P.O. Box, and that orders can ship to you via means other than the U.S. Postal Service.
In rare cases, it is possible that the address label became illegible during the shipping and handling process, or that the carrier made a mistake and left the package at a different address then what was printed on the label.
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