FAQ (Frequently Asked Questions)
Frequently Asked Questions
1. How long does shipping take?
Orders are processed within 1–2 business days. Standard delivery within the continental US then takes 3–7 business days depending on your location. Alaska, Hawaii and US territories may take longer. International orders are sent by DHL Express and typically arrive within 3–7 business days after dispatch, depending on customs clearance.
2. How much does shipping cost?
Within the US, standard shipping is $4.99 and free on orders over $49 before tax. International shipping is a flat rate by region: Canada $29.99, United Kingdom and Ireland $39.99, Europe $39.99, Australia and New Zealand $44.99, the Gulf $49.99, rest of the world $54.99.
3. Do you ship internationally?
Yes. We ship to more than 90 countries. International shipping is available on orders of $45 or more — orders below that amount can only be shipped within the United States. A small number of titles are unavailable in certain countries because of local rules on imported published material; where that applies, those titles simply will not appear when you browse from that country.
4. Will I have to pay customs or import taxes?
Printed books enter most countries free of customs duty. Import taxes depend on your country:
- Australia and New Zealand — nothing to pay on orders below AUD 1,000.
- United Kingdom — printed books are zero-rated for VAT, so there is nothing to pay on books.
- Canada — GST or HST applies above CAD 40, usually 5–15% of the order value.
- European Union — reduced-rate VAT on books (commonly 4–9%) plus a flat €3 customs charge on parcels under €150. Your carrier may add a handling fee.
Any such charges are paid to the carrier on delivery and are not included in your checkout total.
5. Can I return an item?
Yes. You may return most items within 30 days of delivery, provided they are unread, unmarked, uncoloured and with any seal intact. For US orders we provide a prepaid return label. For international orders, return postage is the customer's responsibility — please use a tracked service. Email support@bookplume.com with your order number to start a return, and do not send anything back before contacting us.
6. What cannot be returned?
Books that have been written in or coloured in, items with broken seals or redeemed digital access codes, gift cards, and anything marked final sale at the time of purchase.
7. How long do refunds take?
Once we receive and inspect your return, approved refunds are issued to your original payment method within 5–10 business days. Your bank may take a few days more to show it on your statement.
8. My order arrived damaged or is the wrong item. What now?
Contact us within 7 days of delivery with photographs and we will arrange a replacement or a full refund at no cost to you, including return shipping. This applies to international orders too — do not return anything at your own cost, contact us first.
9. Where is my tracking number?
It is in your shipping confirmation email. Allow up to 24 hours after receiving it for the carrier's website to show updates. If tracking has not moved for more than five business days, email us and we will open an enquiry with the carrier.
10. Can I change or cancel my order?
Orders can be cancelled before dispatch — email support@bookplume.com as soon as possible. Once a parcel has shipped, our return process applies instead. We are unable to redirect a parcel after dispatch, so please check your address carefully at checkout.
11. Do you accept purchase orders?
Yes. We accept purchase orders from schools, hospitals and other approved institutions. Email sales@bookplume.com with your requirements.