FAQs

VAT & Customs:
We do not prepay any VAT or customs fees & we have no control over the setting of those fees. Be sure to track your package through the given links and pay your country's added taxes in a timely manner to ensure safe delivery. If your order is returned to us due to unpaid fees, we will charge for the additional shipping.

Replacements:

We make every effort to check each individual book before we package and dispatch orders as we know the frustration and disappointment in receiving unsatisfactory book-mail. We accept that mistakes and incidents can occur during this process. If you receive a wrong item or an item purchased incurs any damage in transit, we will replace the item with a new one where possible. We may encounter issues replacing any exclusive/special edition/subscription books damaged in transit due to the nature of their exclusivity. In these instances you may not receive an exact replica of the damaged book. We highly recommended purchasing our eco-friendly bubble wrap option on each item purchased for international orders. Any claims must be submitted to us - with evidence - within 14 days of delivery. We review each concern on an individual basis but the below are our general guidelines. If offered, we will replace a damaged copy once. 

Does Qualify
• Damage over 1cm to outer book - tear, rip, cut, scratch, dents or excessively crushed edges/corners etc.
• More than one ripped or bent page that affects the content of the book
• Stains, discoloration, residue or marks etc. that cannot be removed
• Wrongly signed/bookplate/unsigned items that arrive other than advertised
• Production defects (such as missing pages etc.)
• Incorrectly folded dust jackets
• Extreme blur to stenciled edges
• Water damage

Does Not Qualify
• Light scratches, marks or removable residue etc.
• Minimal creasing, wrinkles or dents etc. to the book or dust jacket (including corners)
• General shelf wear
• Loose dust jackets
• Unevenly sprayed/blemished edges or bleeding onto pages
• Slight blur to stenciled edges
• Wavy pages

Lost in Transit or Post-Delivery:
Porch pirates suck. We understand that. However, we will not freely replace any package that is marked by our postal services as successfully delivered to the given address. We will only send a replacement package if the backer pays the additional postage.

If your package is believed to be lost in transit, ie over 30 days from mailing with the tracking ID, we will together attempt to track it down and if necessary, freely resend your order once. Repeated attempts after that will be billed as an additional purchase and shipment. If you know or think that your address is difficult to deliver to from Houston, Texas based on global location and world events and other personal details, please consider alternate addresses or at least let us know so we can try to get out ahead of it.

3rd Parties:
We are not responsible for lost or damage packages when an unknown third party is introduced to the supply chain. We stand by the work of our chosen vendors, but cannot guarantee the work of providers we do not know.

Redirects:
Once you have received a tracking ID email, the book is en route and cannot be redirected. We know people may move between backing projects and fulfillment, but we only know the address information you share via the PledgeBox survey, late backer store or shopify order (NOT Kickstarter accounts or DMs to authors). So prior to fulfilling a project, we will post a last call for address updates. If you do not update your correct address, we will only send a replacement to a new address if you pay the additional postage. Please update your address at any time through the survey or contacting us: support@merrick-books.com