Refunds, Exchanges, and Cancellations:

 

Preorders:

You may cancel your preorder as long as the preorder is still open. Email imaginebooksshop.cs@gmail.com with your order number along with your request to cancel.

 

Once the preorder is sold out or the ordering timeframe has closed, we do not allow cancellations or refunds unless otherwise clearly specified. After that timeframe, all sales are final and we will not cancel and/or refund the order. If your email is sent while the preorder is open but we don’t get to it until it has closed, your request will still be honored, no need to email more than once.

Merch Items: All sales are final. We do not accept cancellations/refunds on merchandise orders.

 

Shipping Damage:

• We inspect each item before it leaves our hands and ensure that they all ship out in acceptable condition, however, we understand that sometimes shipping damage does occur. If your order arrives to you and has incurred damage due to shipping, please reach out within 14 days of delivery. Reports of damage outside of that timeframe are not eligible for a refund/exchange. 
• Email imaginebooksshop.cs@gmail.com with your order number, pictures of the damage, as well as photos of the box it was shipped in, and we will do our best to resolve the issue.

Damaged Books Unrelated to Shipping: 

 

We conduct quality checks before we ship books out, but understand that sometimes damaged books may slip through the cracks, or the damages aren’t visible while sealed. If you have received a damaged book unrelated to shipping and handling, please refer to the below list on what qualifies and what does not qualify for a replacement.

 

Note that all replacements are at our discretion.

 

What qualifies as damaged:

 

Books:

• Tears, rips, or visible scratches on the front cover, dust jacket, or spine larger than 1 cm (approximately 0.4 inches)
• Missing or torn pages
• Unsecured or loose binding
• Extremely blurry edges impacting aesthetics
• Severe dings or dents larger than 1.5 cm (approximately 0.6 inches) affecting readability or display
• Torn dust jacket impairing appearance
• Sticky/oily residue that cannot be removed

Merchandise:

• Holes, tears, or rips rendering the item unusable
• Items broken and unusable upon arrival.

What does not qualify as damaged:

Books:

• Loose, off centered, or ill-fitting dust jackets. Most of this can be remedied at home.
• Minimal creasing/rolling over hardcover on dust jackets
• Light scratches on dust jacket or hardcover not affecting readability or display
• Scratches/miscoloring on top or bottom edges
• Minor dents/dings not affecting readability or display
• Slightly off-center spine text or edge designs
• Small areas of color rub-off or missing ink 
• Removable sticky/oily residue
• Areas of foiling slightly missing
• Small punctures that do not affect the integrity of the pages or spine

Reporting Damages:

• Time Frame: Customers must report any qualifying damages within 14 days of delivery
• Required Information: Please provide your order number, brief explanation of the damage, and photos of the damage. If possible, also include a photo of the box that your books were shipped in.
• Contact Method: Submit damage reports via our customer service email: imaginebooksshop.cs@gmail.com
• Assessment: Upon receiving your damage report, our customer service team will assess the issue based on the provided evidence.
• Replacement Availability: If the damaged item is in stock, a replacement will be dispatched at our discretion. In cases where the item is out of stock, alternative solutions, such as a partial refund or store credit, may be offered.
• Return Shipping for Merch: For certain items, we may request the return of the damaged product. In such cases, a prepaid return shipping label will be provided.
• Return Shipping for Books: 
  • US Customers: If we deem that a replacement is warranted, we will send a replacement along with a return shipping label. You will be required to send back the damaged book(s) within 14 days of receiving your replacement. If it is not sent within that 14 day window, we will invoice you for the cost of the book(s). If the invoice is not paid in 14 days from date of billing, we will cancel/refund all existing orders and prohibit you from ordering from us in the future. 
  • International Customers: If we deem that a replacement is warranted, we will send you a replacement. You will be responsible for the cost of shipping a replacement, but you will not be required to return the damaged copy. 

Returned Packages:

• If a package is returned to us due to failure to deliver, unclaimed status, or an incorrect address was provided by the customer, we will reship the package upon confirmation of the correct address. The customer will be responsible for the additional shipping costs incurred if we reship the package. Please ensure that your shipping information is accurate to avoid such issues.
• If a package is returned to us and you don’t want to pay shipping on the replacement, then we will issue a refund for the cost of the books/items, but not for the cost of shipping that has already taken place. 

Address Changes: 

• You can change your shipping address at any time before the shipping labels are purchased/printed by emailing imaginebooksshop.cs@gmail.com. If the label has already been purchased/printed, we may not be able to adjust that.
• If you change your default address in your account settings, that will update your address for any future orders. Any existing orders will need to be updated by us. Please email us at imaginebooksshop.cs@gmail.com 

Shipping Timelines:

• All preorders and leftover listings will have an estimated shipping time frame in the product description. Please check the listing before reaching out for a shipping update. If we have surpassed the estimated shipping timeline that was originally quoted in the product description, then check the Shipping Updates page for the most up to date information regarding any potential delays. Emails regarding the shipping status on preorders listed on the Shipping Updates page will not be responded to.
• All shipping timelines for pre orders can be found on our Shipping Updates page. We also send out shipping updates via email newsletter, so be sure to check those as they come in. If you’re not receiving the email newsletters, check your spam folder! If they’re not there either, please reach out to us and we can make sure you’re subscribed.
• We will always update you all via email newsletter and our Shipping Updates page as soon as we have any information to share regarding any potential delays. Please understand that there are many factors involved in the logistics that are out of our hands, so unforeseen delays are possible. 
• Please note that once packages leave our warehouse, they are out of our hands. We do not have any control over shipping timelines or postal services.

Package lost in the mail:

• If we have shipped your package and it has reached 30 days of no movement through the postal system, please reach out to us. We can ship out another package for the cost of shipping. 
• If your package is lost/has reached 30 days of no movement and you don’t want to pay for the shipping of a replacement, we will refund you for the cost of the book(s)/item(s), but not for the shipping that has already taken place.
• If your package has had a shipping label created, but it hasn’t been scanned into the system, please reach out to us after 14 days at this status and we will investigate. 

“Tracking says delivered, but I don’t have my package”:

• If your package says “Delivered” but it was stolen from the delivery location, please provide sufficient proof such as security footage or screenshots of the theft and we will ship out a replacement for the cost of shipping. If you do not want to pay for the cost of shipping out a replacement, then we will provide a refund for the book(s)/item(s), but not for the shipping that has already taken place.
• If your package says “Delivered” but you can not locate it, or do not have photo/video proof of a theft, then we will not refund or replace the book(s)/item(s). We have to base these decisions off of the tracking status. If tracking says the package has been delivered, that is what we go off of.
  • If this happens to your package, we recommend reaching out to the delivery service that shipped your package, as well as the post office responsible for your address. They may be able to locate it or assist.
  • Additionally, check with neighbors or mail room/apartment managers.

International Bulk Orders:

• Any order for 10+ books/sets is considered a bulk order. To place a bulk order, you must reach out to imaginebooksshop.cs@gmail.com with final numbers for your order. We will send you a quote for shipping. Once the quote is accepted, we will create a custom shipping profile for your bulk order. You will not be able to place your bulk order until after the custom shipping profile is created. 
• Bulk orders take us a little longer to process. Please be patient!
• Bulk orders will not qualify for any replacements due to shipping damage.
• Bulk orders that have books unrelated to shipping damage may qualify for replacements at our discretion. Please send photos of the damage to the email listed above within 14 days of the tracking being marked as delivered.
• Any order for 9 or less books/sets is not considered a bulk order and will need to be placed by you in separate orders. Our listings usually allow for 2 or 3 books/sets per order.