Hachette Book Group’s customer service department handles all orders and processing for hachettebookgroup.com.

• COVID-19 Response
• Shipping & Delivery
• Returns & Cancellations
• Payment & Refunds
• Bulk Orders
• Legal

The COVID-19 pandemic is still impacting the lives of our customers, neighbors, employees, suppliers and communities. As a result, you may experience shipping delays for your order. We’re honored to have you as a customer. Together we will make it through these challenging times.

Placing an Order

Business hours are Monday through Friday, 8:30 a.m. to 5 p.m. (EST). If you have any questions or need help with your order, please email: consumersupport@hbgusa.com.

Contact Us

We are here to serve you! Expect some delays due to heavy volume, especially after November 25. You may reach us by email at consumersupport@hbgusa.com.

Shipping

Some standard shipping carriers are experiencing delays due to the effects of COVID-19 and the supply chain crisis. These delays may impact package tracking information and extend delivery times. We apologize for any inconvenience this may cause.

Level I—Standard Shipping under $45.00

• Shipping Cost: $5.99
• Shipping Time: 7–10 business days

*At this time we are not shipping to Puerto Rico, Alaska, and Hawaii.

Level II—Express Shipping

• Shipping Cost: Costs vary based on weight and address location.
• Shipping Time: 2 business days if ordered before 12 p.m. (EST), Monday through Friday (excluding holidays)

Online ordering is available to physical addresses within the United States.

We can fulfill orders shipping to a USPS PO Box address and APO (Army/Air Post Office), FPO (Fleet Post Office), DPO (Diplomatic Post Office) addresses. However, this service is available only via UPS Mail Innovations. Please expect shipping to take up to four weeks, especially during the holidays.

For Level II shipping to FPO (Fleet Post Office), Hawaii, Alaska, or one of the US territories, please call Customer Service at 1-800-722-7202 to receive a freight estimate and place your order. Customer Service hours are Monday through Friday, 8:30 a.m. to 5 p.m. (EST), Monday through Friday.

We are presently unable to ship orders outside the United States. For international ordering information, please visit our FAQ

Our products ship via UPS Mail Innovations (Level I) and UPS 2nd Day Air (Level II). For US post office box address and APO (Army/Air Post Office), FPO (Fleet Post Office), DPO (Diplomatic Post Office), shipping is available only via UPS Mail Innovations, please expect shipping to take up to three weeks, especially during the holidays.

Customer Service hours are Monday through Friday, 8:30 a.m. to 5 p.m. (EST), with the exception of major holidays when we will be closed so our employees can enjoy the holidays with their families.

We offer free standard shipping (Level I) for all orders more than $45 that ship to an address within the United States. Customers have the option to upgrade to UPS 2nd Day Air (Level II) for an additional cost. For orders less than $45, please review your shopping cart for the shipping charges and options pertaining to your order.

From time to time, we may offer free shipping. This applies for standard shipping (Level I) only. Free shipping over a minimum order total will be applied to the final order after any discount amount from promo code use is calculated

We will send you a shipping confirmation email when your order ships. Orders sent via standard shipping and UPS 2nd Day Air have full tracking information, which will be included in the confirmation email.

We process all orders on the same day if ordered before 10am (EST), Monday through Friday, excluding holidays. Most orders will ship within 2 business days and will be received within 7–10 business days after successful payment processing.

If UPS 2nd Day Air is selected, most orders arrive within 3 business days.

In addition to weekends, our warehouse will be closed on the following dates in 2022: January 3, May 30, July 4, September 5, November 24-25, December 24-26, and December 30-January 1, 2023. We will be taking orders, but we will not be shipping our products on those dates.

If your order includes several items, they may ship separately and at different times at no extra charge to you. In order to deliver your purchases to you as quickly and efficiently as possible, we group together items that ship from the same warehouse location. This could result in part of your order arriving at a different time, but still within the expected delivery window.

We do our best to keep the website stock as up to date as possible. On occasion, an item may go out of stock between the time your order is placed and the order reaching the warehouse. In this case, your order will be immediately canceled, and your credit card will be credited for the amount you were charged.

Return Policy

Merchandise will be accepted for return within 30 days of receipt. The merchandise must be in new and unused condition and in its original packaging. Returns should be sent to the following address using a trackable method of shipping:

Consumer Direct Returns

201 Ingram Drive

Roseburg, OR 97470

Please include your name and the original order number to ensure that credit is issued promptly and correctly. Once your return has been processed, a refund for the purchase price, excluding any shipping and handling charges, will be issued on the credit card used for the original purchase.

If you receive a damaged or defective product, please contact Customer Service for a replacement. Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery.

Customer Service can be reached via email at consumersupport@hbgusa.com.

Please make sure to provide your order number in the email.

Once you place an order it cannot be canceled. If you do not wish to keep the item(s) ordered, please follow the instructions above under Return Policy.

Refunds

Credit card refunds will be issued after your return being received. Please make sure to provide the original order number with your return so that your refund is not delayed.

Hachette Book Group does not store credit card information. However, by referring to the original order number, the third-party credit card company will be able to retrieve the original credit card information and a refund will be processed. You do not have to provide the information a second time.

Credit cards will be charged for the entire order total at the time the order is shipped. If a customer orders a product that goes out of stock, we will automatically refund your order within 3–5 business days.

Sales tax will be applied where applicable.

You can receive a discount on bulk orders. Please visit our Special Markets page

Limits of Responsibility

We accept no responsibility for user-initiated damage and/or loss of parts incurred during operation or use of product.

All prices, pictures, and descriptions on this site are subject to change. We maintain no responsibility for inadvertent errors. Please contact us within 30 days regarding price or promotion discrepancies. When you place your order with us, you agree to the price and terms indicated on our website. Price differences related to future or past prices in our store or any other store’s prices are nonrefundable. We reserve the right to refuse any sale at any time.