Online Ordering FAQs (Updated)

Thank you for shopping online with Greenlight Bookstore! Our procedures for processing ecommerce orders have evolved due to the enormous increase in order volume through our website since the beginning of the pandemic.  Please see below for the most current answers to many frequently asked questions about online orders.  If your question is NOT answered below, please feel free to email  us at orders@greenlightbookstore.com for more information.

ALL ONLINE ORDERS:

Q: Is my order ready yet? 
A: We'll send you an Order Update email with the status of your order as soon as one of our real, live booksellers has had a chance to view and process your order. Turnaround time may vary depending on order volume.  If you can't find your Order Update email or if you have questions, email orders@greenlightbookstore.com and reference your order number.

Q: Should I call the bookstore to check on the status of my order?
A: No; due to limited staffing capacity and high traffic in our stores, booksellers are typically not able to check online order status for customers over the phone. The best and fastest method of getting your order questions answered is to email orders@greenlightbookstore.com and reference your order number.

Q: I received an email telling me my order has not been completed. How do I complete it?
A: Log into your account and access your shopping cart. The items you selected should be there waiting for you to add a payment method.

Q: Why isn't the link in my Order Update email to check my order status working?
A. You need to log into your Greenlight Bookstore account before clicking the link.

Q: How do I use a gift card or gift code on the website?
A: Physical gift cards cannot be used on the website (you can use them in the store or over the phone). To use an online only gift code (which you received via email), select "Online Only Gift Code" in the Payment Method pane at checkout and enter your code. (Note: do NOT enter your gift code in the "Coupon Code" field, or you will get an error message and your code will not be applied.)

Q: I want a signed copy of a book. How can I make sure I get one?
A: You must indicate in the Order Comments field at checkout if you want a signed copy of a book (as well as any personalization request or other special handling).  This is the only way for staff to know that you want a signed copy; if there is no indication in the Order Comments field, you may receive an unsigned copy if it is easier/faster to fulfill your order that way.

Q: Oops! I wanted a signed copy but I didn't indicate it, and I got an unsigned copy. Can I exchange it for a signed copy?
A: If we have signed copies of the book on hand, you are welcome to bring your unsigned copy into the store and exchange it for a signed copy at no additional cost. We are unable to ship replacement copies if there was no indication of a signed copy request; you can place an additional order for a signed copy if you wish.

Q: Will my purchase go towards my frequent buyer account? Will my rewards be applied to my order?
A: Our Frequent Buyer Program is an in-store program. Online purchases for in-store / curbside pickup will apply to frequent buyer accounts; online orders for shipping will NOT apply. Frequent Buyer rewards must be claimed in-store, for free Greenlight merchandise or credit toward in-store purchases.

Q: Can I change or cancel my order after I've placed it?
A: You can modify or cancel an order within 30 minutes after placing it by emailing orders@greenlightbookstore.com with your request.  Order changes requested outside the 30 minute window may not be possible.

Q: I no longer need/want the book I ordered online. How can I return it?
A. You can bring your book into the store for a return within 7 days of purchase. See our Returns Policy for details.

Q: My credit card is from a non-US bank and my payment won't go through. What can I do?
A: Our website currently can't accept payment from many cards issued through non-US banks or with non-US billing addresses.  We recommend using PayPal for your payment type as an alternative while we work on resolving this issue.

 

STORE PICKUP ORDERS & SHOPPING:

Q: I've placed my order! Should I come by the store right now just in case it's ready?
A: Nope! We receive dozens or hundreds of orders every day and each one takes time to process.  Look for your Order Update email saying specifically that your order is ready for pickup before coming by to pick up your order. Note that we strive to process orders for on-hand titles within 24 hours, but orders may take significantly longer depending on stock availability, shipping times, and order volume.

Q: The book I want looks like it's available on the website, but my Order Update email says I have to wait for it. Why?
A: The order status messages on our website indicate if a book is "Available In Store Now (While Supplies Last)", or "Not In Store / Available To Order (allow for shipping time to bookstore or direct-to-home)", or otherwise unavailable; please note the book's status carefully.  Our online inventory is updated every 24 hours, and certain books that have the status "Available In Store Now (While Supplies Last)" may sell out before your order is processed.  In this case we will order the book from a publisher or distributor and contact you when it is available.

Q: What information do I need to have  to pick up my order?
A: Usually, we only need the name of the purchaser on the order (please note that we typically sort books by the name in the "Bill To" field, not the name in the email address or anything listed in order comments). As a backup, the order number is very helpful in case we have trouble locating your order, and it's also great if you can tell us the quantity of books and/or the title(s) you're picking up.

Q: There's a line outside the store. Do I have to wait in line just to pick up my order?
A: Yes, and we thank you!  With limited store capacity, the socially distanced line outside our store is the best way for us to help every customer quickly and safely.  While some folks are waiting to shop in the store, our staff check the line frequently for folks just picking up orders, and will take care of you as quickly as possible; your wait time is likely to be shorter than you think.

Q: What safety measures are in place for pickup and shopping?
A: See our Shopping Info & Guidelines for updated information.

Q: Why do I still have to wear a mask in the store?
A: Our staff can't reasonably verify who is vaccinated and who is not. The New York State Department of Health still "strongly recommends masks in indoor settings where vaccination status of individuals is unknown." Additionally, children under age 12 don't yet have the opportunity to get vaccinated, and vaccine access is not yet universal. We want to provide the safest environment possible for families and immunocompromised folks.

Q: Why is the capacity in the store limited?
A: While some regulations have changed, social distancing rules are still in effect in New York State. Limiting the number of bodies in the store makes social distancing reasonably possible.

Q: Why is my shopping time so short?
A: Time limits not only reduce the possibility of transmission for vulnerable folks, but allow us to minimize wait times on busy days.

Q: Can I change my pickup order to a shipping order?
A. We are NOT able to convert orders from one kind of shipping/pickup to another. If you would prefer to have your order shipped, please cancel your existing order and place a new one for shipping. 

 

SHIPPING ORDERS:

Most orders for shipping are fulfilled from a distributor's warehouse via their DTH (Direct-To-Home) program and do not pass through the store. Certain orders (for signed copies or Greenlight merchandise) may be shipped from the bookstore.

Q: How long will it take for my order to arrive? Can you guarantee its arrival by a certain date?
A. Our distributor has an estimated 3-7 day processing time before books are shipped, as they contend with a backlog of orders and issues affecting the supply chain. Carriers then takes about 3-5 days to deliver the package. Most customers are receiving their shipped online orders within 1-2 weeks (sometimes faster), but we are not able to guarantee arrival by particular dates.

Q: Has my order shipped? Where's my tracking number?
A.  You will receive an update email with confirmation when Greenlight sends your order to the distributor for fulfillment. You can request a tracking number by emailing orders@greenlightbookstore.com. (Note that tracking information is not accessible by checking your order online; you must email us for tracking information.)

Q: I only received part of my order. Where is the rest? Will my books ship all in one package?
A. Books may ship in multiple packages depending on availability in our distributor's various warehouses. You can email orders@greenlightbookstore.com to request a tracking number for your order to check on multiple shipments.

Q: Can I add another book to my order or make a substitution after I've completed my order? Can I change the destination?
A. We are not able to make any cancellations, additions, substitutions, or changes to shipping info after orders have been sent to the distributor. [One exception: pre-orders for future publications may be cancelled.]

Q: I have not received my package even though UPS says it was Delivered. Why?
A. In some cases UPS will mark packages as Delivered, but the package will not arrive for several more days. It's also possible the package was delivered to the wrong address, stolen, or otherwise lost. Please check details and email us at orders@greenlightbookstore.com if you need help finding missing books.

Q: Can I change my shipping order to a pickup order?
A. We are NOT able to convert orders from one kind of shipping/pickup to another. If you would prefer curbside pickup, please cancel your existing order and place a new one for curbside pickup. 

Q: Can you ship to a PO Box?
A: Yes! Please select USPS Flat Rate if going to a PO Box.  

Q: Can you ship outside the United States?
A: No; we offer shipping only within the continental US.