Frequently Asked Questions

As we grow, there are more and more questions to answer with less time to get to them all.  Please know, we value you, your time and investment. We hope this page answers all your questions. We will continue to update this page as we identify themes.If your question is not addressed, please email us at wecare@cafeconlibrosbk.com. 

 

Thank you!

Dear Cafe con Libros,

I've been trying to reach out via email, calling and IG with no success. Where can I get my questions answered?

Thank you for reaching out. We apologize for the delay.  We're currently working through emails dating back to June 2020.

Please do not leave a voice message.  Currently, we are not answering voice messages or text.  We hope to resume in the coming months.

Please do not use IG, a public platform, to have a private dialogue.  

We've created a dedicated community care email to expedite and streamline your questions.  Please email us at wecare@cafeconlibrosbk.com.

I placed an order at the beginning of the month and haven't heard anything about it. Can you provide an update, please?

Your order has been processed through our book distributor. If the book is in stock, it will ship in 2-3 business days.

 

If not, the distributor has to wait for the book to be replenished. Given the volume (100,000+) of interest in the same books at the same time + COVID19 staffing restrictions on printing companies, fulfillment has been severely delayed.

Gift Certificates:

 

I received an e-gift certificate and would like to redeem it.  What's the process?

Lucky you!  If you're in the neighborhood and feel safe enough to venture out, please stop by to redeem.

 

If not, your e-gift certificate is assigned a gift card number.  You can use this form to order any book.  We will use your gift card to pay and e-mail the receipt. The receipt will include the book and remaining balance.  If you elect delivery, you will receive an email once it's shipped.  If you choose pick-up, you will receive an email when the book is ready.

Unfortunately, at this time, you're not able to use your gift cards on the website.  Don't worry; we're exploring a possible solution.

Feminist & Bookish Subscription:

Please see the Feminist & Bookish FAQ page here.

Can you cancel my subscription, please?

We are sorry to see you go.  You are better positioned to seamlessly cancel the subscription. You can do so using the confirmation email and/or paypal.  If you still are unable to cancel, please email at wecare@cafeconlibrosbk.coms with "I'm Unable to Cancel My Subscription" in the subject line.

 

General Questions: 

I love your store; I'd like to purchase a physical gift card! Is there a way to order a physical gift card online for a custom dollar amount?

Thank you.  Yes, please use the "+" to arrive at the dollar amount you'd like on one single gift card.

I received 2 of  the three books that I ordered.  I'm confused, I thought you don't split orders.  Did you mess it up?

Thank you for checking in.  No, we did not mess up :).  Our distributor, Ingram, has an immediate release policy. This means, if you order 3 books and two are ready for shipping, they will be shipped immediately.  The third book will ship once the stock is replenished.  

I realize that some of my books are on back order.  I’m wondering if you’d be able to give me a timeline on when the books may ship based on when they're in stock.

Unfortunately, no.  Your order is being processed through our distributor.  We are not alerted when books are replenished.  The books are immediately released once they are. 

I realize that some of my book are on back order.  Once they are replenished, how long will it take for me to receive them?

Unfortunately, we are not in a position to offer a definitive timeline on delivery.  Receipt of your order is entirely dependent on USPS speed and accuracy.

What shipping services do you use?

USPS Media Mail (average 7-10 days). Due to COVID19, delivery is estimated to be 2-3 weeks. 

I ordered a Cafe con Libros mug for delivery.  I haven't received it.  Can you provide an update?

Thanks for circling back re: this order.  Our coffee mugs are for in-store pick up only.  If you are not able to physically, personally retrieve the mug, we will refund the cost + shipping.

I ordered a tote bag + some books.  I haven't received the tote bag.  Can you provide an update?

On average, we pack and ship tote bags within 2-4 days of receiving the order.  The book portion of your order will be fulfilled by Ingram.

16. I have not received my order.  I would like a refund.

Unfortunately, if your order has been processed, confirmed and shipped, we are are unable to provide a refund.  We understand how long and frustrating the wait has been. However, we have fulfilled our contract with you and ask for patience with the USPS.

Over the past few months, we have experienced unprecedented returns.  It is very possible that you're book is on it's way back to us. If so, you will receive an email extending three options: a. pick-up b. store credit c. redelivery.  We are sorry for the inconvenience and what we assume is disappointment.

We acknowledge the concern, angst and/or frustration experienced by not having received your order and/or direct response to your email.  We are systematically working through customer service emails.  In the meantime, we hope this page is helpful.  Thank you for the understanding and support.

-kqd + team cafe con libros.

E: wecare@cafeconlibrosbk.com

724 Prospect Pl, Brooklyn, NY 11216

 

Hours:

Tues-Fri     | 9am - 3pm

Sat & Sun | 9am - 5pm

©2018 by Cafe con Libros, Bk. A Feminist Bookstore.  A Womxn of Color Owned Business.