Support

Our Mission Is to Meet the Highest Expectations of Our Customers

Here's what to expect after you place an order with BookFactory:
First you will receive a confirmation e-mail containing the following information:

• Order Number
• Order Summary (items, quantities, prices, etc.)
• Ship To Address
• Bill To Address
• Shipping Method

Orders placed by 10 am Eastern time Monday - Friday will ship that day (for items which are in stock). Your credit card will not be charged until your order physically leaves our distribution center.

Next you will receive a DHL Shipment Notification e-mail when your items have been shipped. This e-mail contains a tracking number link and instructions on how to track your shipment all the way to your door. You will also receive a confirming e-mail from us later the same day.

Note that actual delivery times may vary due to holidays and weekends. If, for example, your order is shipped via two-day air on Thursday and the following Monday is a holiday, you can expect your order to arrive on Tuesday, which is the second business day.

It is also our mission to ensure that you are satisfied with your purchase. If you need to return an item, click on the customer support form link below and submit a form to us within 30 days of purchase and we will provide you with a return authorization number to return your purchase for a full refund. However, personalized items such as books with names, book numbers, or custom stamping/interior pages are not returnable unless defective. No packages will be accepted without a return authorization number.

For helpful answers to other questions, please visit our Frequently Asked Questions page. If you still have questions, please submit a Customer Support Form. A member of our support staff will promptly provide a reply.