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Frequently Asked Questions, 2021 version!

 

Thank you for your support, your patience, your orders, and your dedication to keeping our mission alive! Please stay tuned to day-by-day updates by following us on Instagram, our website, and our newsletter, and thank you for keeping each other safe. 

 

 

“WHAT’S YOUR CURRENT STATUS? ARE YOU OPEN FOR SHOPPING?”

 
Yes, we are open! As of Saturday, June 12th, we are now open to all shoppers, seven days a week, no appointment required. We will continue to require mask-wearing by staff and customers alike.

 

 

“HOW CAN I ORDER BOOKS OR SEE IF YOU HAVE SOMETHING IN STOCK?”
 

We are behind the scenes processing online online orders as fast as we can for shipping* and local pickup. You can see if we have particular books in stock right now or available to order by using the search bar at the top of this screen. (Just make sure you’re using correct spelling, as our site isn’t sophisticated enough to autocorrect or ask “did you mean….?”) You can shop here for almost any new book (whether we have it in stock or not) and our in-stock used books alike.

 *If you're ordering strictly for shipping, and not using a store gift card, consider supporting us through our Bookshop storefrontHere's how Bookshop helps indies like us.


 

“WHAT’S THE QUICKEST WAY TO ORDER? WHAT’S THE BEST WAY TO SUPPORT YOU?”
 

Because we are now operating with a staff of only two full time and one part time employees, working out of the shop on separate days, the easiest and quickest way to order from us is right here, through our website! We promise it's easy and fun. If you prefer to place orders by phone, you can call us at 207-593-7780 (please note we're not always able to get to the phone right away!) We are not placing special orders for used books at this time; we are only fulfilling orders of used books we have in stock, which you can see right here. The absolute best ways to support us right now are: ordering in-stock books (shop new books here and used books here) and/or buying gift certificates for future use.
 

 

“I’VE SHOPPED IN THE STORE BEFORE BUT I’VE NEVER USED YOUR WEBSITE TO MAKE PURCHASES. DO I NEED TO CREATE AN ACCOUNT? HOW DO I DO THAT?”

 

Even if you shop in-store all the time, you do have to create an account for yourself the first time you order from the website, but we swear it's relatively easy to do. Search for your book(s) in the search bar at the top of our site, add to your cart, click "Checkout Now," then click "Log in & Proceed to Checkout." That will take you to the screen to click "Create an Account", then from there it's just a matter of entering your info, creating a password, etc. Then from there you can click on your cart in the top right any time to finish checking out and enter payment info! Make sure to save your login and password for future use, and do provide us with an email address you check frequently, since we’ll use it to be in touch about your order.

 

“IF I PLACE A PICKUP ORDER, HOW QUICKLY CAN I COME GET IT?”
 

Pickup orders will not be available for immediate pickup; our current turnaround time for orders of in-stock books and merchandise is 24-48 hours, and longer if there are items we need to special order in for you. Please wait for a confirmation email or text to tell you that your order is available for pickup! Instructions on how, when and where to pickup will be included in that confirmation.

 

"WHAT'S THIS ABOUT A POP-UP MERCHANDISE WEBSITE? YOU HAVE TWO SITES?"

Since our bookstore site isn't super well-suited to the merchandise we love, we've launched a separate pop-up merchandise site to feature a handful of different makers each month!

We know having a separate site isn't ideal, especially when you want merch and books. That's why we offer free shipping on any order from 
hellohellomerch.com if it's combined with a book order. Read up on how to take advantage of that right here. Placing a combined merch and books order for local pickup? We'll happily include a free gift in those orders!



“CAN I PURCHASE GIFT CARDS ONLINE?”

 

You sure can; right here!

 

“HOW CAN I USE A GIFT CARD TO ORDER ON THE WEBSITE?”

 

While we don’t have a superfancy site that allows you to immediately apply a gift card to an order, you can still use one! You do still have to place your order with a credit card number (not Paypal!) but it isn't automatically charged. Find the gift card code (begins with a GC) under the barcode on the back of your card, and include that number in the notes section when you’re placing your order, along with a note to apply your card to the order. (You can check your balance any time here.) We’ll take it from there! If you spend more than your card amount, we then just charge your card for the overage.


 

“I’M AN AUDIOBOOK PERSON BUT I WANT TO QUIT AUDIBLE, SINCE IT’S OWNED BY AM*ZON. CAN I BUY AUDIOBOOKS THROUGH YOU INSTEAD?”

 

Heck yes you can. Visit our storefront on Libro.fm to learn about making the switch, and see how your subscription and audiobook purchases supports us. You’ll also see a “Buy Audiobook” button underneath book covers on our website if it’s available from us!”
 

 

“WHAT IS YOUR RETURN AND EXCHANGES POLICY?”

 

Until we are open again for regular shopping hours and can safely do so, we are not accepting returns or exchanges. Thank you for your understanding!


 

“WHAT ARE ORDER SHIPPING COSTS AND POLICIES?”

 

Shipping costs: $4.00 base, plus 25 cents for each additional item. Orders over $100 ship free. Orders of in-stock books take 2-4 days to process, and we ship via USPS media mail, which takes 4-12 business days to arrive, depending on your distance from Maine and the backlog at the USPS. Special orders of books not in stock ship when all of your books have arrived at the store and are ready to shop; if one is seriously backordered, we'll be in touch to see if you prefer to pay for two separate shipments. If you prefer priority mail, please let us know in the notes, and we'll contact you to arrange that! You will receive an email with tracking info once your order has shipped.
 

 

“HOW DOES YOUR PICKUP SYSTEM WORK RIGHT NOW?”

 

Safe, distanced pickup is available 7 days a week between 7 am and 2 pm, through Rock City Cafe. Once you receive notification that your order is ready, here's the info: They are now open for walk-in business (you must wear a mask and observe social distancing) so you can walk in and ask the cafe counter staff to grab your order for you, or you can call ahead at 207-594-4123 to ask them to set it outside for you outside our shared Orient Street side doors.

If the Rock City pick up system doesn't work for you, you can also schedule a pickup with us outside their hours
here.

 

We're so grateful to Rock City for offering pick up service, since it allows us to make it available more days of the week, and gives you the flexibility to pick it up without having to wonder if bookstore staff are currently available, especially as we aren't always able to get to the phone righ away. (Plus it's a good excuse to come get some coffee and/or food that you didn't have to make yourself!)

 

“ARE YOU ACCEPTING BOOKS FOR TRADE CREDIT RIGHT NOW? CAN I STILL USE MY TRADE CREDIT TO BUY BOOKS?”
 

We are not accepting books for trade credit for the foreseeable future; you can check to see if/when that changes here. Existing trade credit may still be used to purchase used books, and books brought in before before we closed to the public will still be processed; thanks for your patience, as we’re operating with only two staff members and an unprecedented workload.

 

“DO YOU HAVE A CONSIGNMENT PROGRAM?”

 

Until we are open again for regular shopping hours and can safely do so, we are not accepting consignment inquiries.
 

 

 

"WHAT CAN I USE MY TRADE CREDIT ON?"

Trade credit is exclusively for use on used books we have in stock (with the exception of books in our Rare and Collectible section.)

“HOW CAN I USE MY TRADE CREDIT TO BUY USED BOOKS ON THE WEBSITE?”

 

You can certainly order any used books in stock (with the exception of rare/collectible) and pay for them with your credit. You do still have to place your order with a credit card number (not Paypal!) but it isn't automatically charged. Just write "please apply available trade credit to this order!)and we'll take it from there. If you spend more than your credit amount, we then just charge your card for the overage. If you're looking for particular titles, you can also use the search bar on top of the site, and if we have a used copy you'll see that reflected to the right of the book cover.