Frequently Asked Questions
- Shipping & International Customer Policies
- Ebook and Product Support
- Returns, Refunds, and Cancellations
Shipping Policies Jump to Top
We generally ship out orders within 2-5 business days of receiving them. We ship via USPS, and tracking numbers are provided via email once the order ships. Domestic orders generally take 3-4 days to arrive from the date of shipping. For information on international orders, see below.
International Shipping Jump to Top
Because we ship via USPS, international orders can only be tracked until they leave the US or (in rare cases) reach their port of entry. In some cases, international orders can take weeks or even a month to arrive due to customs or local mail services. If it has been longer than two months from your international order and you have not received the package, something is definitely wrong and you should contact us at firstname.lastname@example.org.
All prices in the Button store are always displayed in US Dollars (USD). As a result, International customers may see a difference in the total listed on their purchase and what is actually charged on the credit card. The discrepancy in the total paid and total charge includes a currency conversion fee (from original currency of the card holder to US Dollars) and/or a foreign transaction fee.
- Currency conversion fees are based off of the daily conversion rate and when the transaction is settled.
- Foreign transaction fees are charged on credit card transactions outside the country where the card was issued. Please contact your credit card company to learn more about their foreign transaction fees.
International Customs Jump to Top
We would like our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities. Furthermore, to facilitate Customs clearance and to comply with local laws we may provide limited order, shipment, and product information to our international carriers and such information may be communicated by the carriers to Customs authorities.
If the order is a gift, the package is marked “Gift,” but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.
Free Shipping Offers Jump to Top
U.S. free shipping offer: For orders $25 and over, we offer free shipping for U.S. customers. To take advantage of the offer, make sure your cart sub-total is $25 or more and select the Free Shipping option on the checkout page.
International free shipping offer: For orders $50 and over which do not contain a bundle deal, we offer free shipping to international customers. To take advantage of the offer, make sure your cart sub-total is $50 or more and select ‘Free International Shipping’ on the checkout page after entering your shipping address.
International orders with bundles cannot qualify for free shipping. High shipping costs combined with steep discounts prevent us from being able to offer free international shipping alongside bundle deals. If you are interested in our product bundles, we recommend international customers to experiment with ordering bundle items separately for the best price. We apologize for any inconvenience.
If you believe you qualify for free shipping but can’t select it, please contact email@example.com.
Posters/Merch Jump to Top
Due to size and shape, posters and other merch may ship in a separate package from your books and may arrive separately, even on a different day. If you ordered both merch and books but only received one so far, please allow a few days for the other part of your order to arrive.
Ebooks and Product SupportJump to Top
Everyone who orders an ebook should be taken to a page to download the files immediately after the order, and should also receive a confirmation email that contains the files. If you chose to register an account at time of checkout, you can also log into the Button Poetry website to access your downloads in the ‘My Account’ area found under the store menu.
Certain email domains appear to have trouble with the confirmation emails; if you do not receive one and were not able to download the files, please contact firstname.lastname@example.org.
Note: We offer ebooks in .mobi and .epub formats. To open and read your ebooks, you must have an e-reader (such as a Kindle, Nook, etc) or an e-reader app or program (such as Kindle app, iBooks, Play Books, Ebook Reader, etc).
Tablets and Phones Jump to Top
Many of the latest tablets and phones are able to read your ebook using the free Ebook Reader app which can be downloaded from the app store. (Note: Some older operating systems may not be compatible with this app.) Alternatively, you can search your tablet or phone’s app store for other ebook readers available.
Most online booksellers (i.e. Google Play Books, Barnes & Noble Nook, Apple iBooks, etc.) use .epub files for ebooks and can be opened in conjunction with e-reader apps.
Amazon Kindles only reads and supports .mobi files.
Important: Some customers have trouble accessing their ebooks with third party email clients on their phones or tablets (such as the Gmail app on iPhone). If you are having trouble, try using your phone’s default mail app or directly accessing your email in your phone’s default web browser. If you continue to have trouble, please contact email@example.com.
Laptops and Desktops Jump to Top
Many desktop and laptop computers are able to read your ebook using the free Adobe Digital Editions (ADE) software as long as your computer meets the minimum system requirements. (Note: There are some operating systems that aren’t compatible with ADE.)
T-shirt Sizes Jump to Top
A link to our sizing chart is available on all t-shirt product pages. You can also view our T-Shirt sizing right now by clicking on the following button:
Return and Cancellation Policies Jump to Top
Within 30 days of receipt of your shipment, you may return, for any reason and for a full refund, any item in its original, resalable condition. You must additionally email firstname.lastname@example.org with your refund request and to inform us that you are returning the item.
Shipping products back to button: If a return is a result of an error made by Button Poetry, we will provide a shipping label to you at our cost. For all other returns, customers are responsible for paying all return shipping costs.
Changes to a pending order Jump to Top
We cannot change orders for customers. We will cancel your order and you may place a new order with the correct items.
If you need to add, remove, or replace an item, please contact customer support to cancel your order before it is shipped and within 48 hours of placing it and place a new order with the desired items. If your order has already been shipped, you can return unwanted items for a refund per our Returns Policy.
Combining multiple orders Jump to Top
Multiple orders, even if placed on the same day, cannot be combined.
Changes to a pending order’s shipping address Jump to Top
We ship orders to the address provided in the order. Slight changes to an order’s shipping address such as adding an apartment number, providing a missing number, or misspellings may be adjusted by contacting customer support. For the security of our customers, we do not adjust or alter shipping addresses after a transaction has been completed.
If you need to change the shipping address of a placed order, please contact customer support to cancel your order, and then place place a new order with the correct address.
Splitting a shipment Jump to Top
Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, you will need to place a separate order for each shipping address.
Cancelling an order Jump to Top
Orders may be cancelled within 48 hours of original order or until the order is shipped, whichever happens first. To cancel your order, contact email@example.com.
If notice of cancellation is given after a shipping email is sent to you notifying that its in the mail, the order cannot be cancelled since its already in the mail. The order is still subject to our Return Policy.
Note on Pre-orders: Orders containing a pre-order item may only be canceled within two weeks of the original order, and cannot be canceled within two weeks of the pre-order item’s release. Pre-orders placed within two weeks of the item’s release cannot be cancelled and are only refundable if returned according to the return policy above.
Refunds Jump to Top
We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return.