Frequently Asked Questions.

 

Dear Cafe con Libros,

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

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

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Gift Certificates:

 

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

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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 the 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.

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I received a physical gift card. Am I able to use it on the website?

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Unfortunately, at this time, you're not able to use your gift cards on the website.  You can only redeem physical card in the store.

 

Don't worry; we're exploring a possible solution.

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Feminist & Bookish Subscription:

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Please see the Feminist & Bookish FAQ page here.

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Can you cancel my subscription, please?

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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: 

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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?

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

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I received 2 of the three books that I ordered.  I'm confused, I thought orders are shipped as one.  Did you mess it up?

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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.  

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I realize that some of my books are on backorder.  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.​

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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. 

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

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

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What shipping services do you use?

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USPS Media Mail (average 7-10 days).

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

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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.

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

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Unfortunately, if your order has been processed, confirmed, and shipped, we 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.

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Over the past few months, we have experienced unprecedented returns.  It is very possible that you're book is on its 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 a disappointment.

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I'm interested in placing a bulk order? Is that something you do?

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Yes, we've been fulfilling bulk orders since 2018.  There are several pathways to partnering.  Please email: 

wecare@cafeconlibrosbk.com to learn more.

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How do I find out if you have a specific book in the store?

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Good question.  Please email adminsupport@cafeconlibrosbk.com.  We are here to help and check this email often.

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I am a publicist or independent author and would like to partner on an event.  Who should I contact?

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Please email events@cafeconlibrosbk.com.

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I have a complaint about the store.  Who should I contact?

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We're so sorry to hear this however, understand and accept there is still room to grow.  Please email wecare@cafeconlibrosbk.com.

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I would like to return a book.  What is your return policy?

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We are sorry to hear this.  You are allowed to return a book in new and resalable condition within 14 calendar days of purchase for a full refund.  Unfortunately, anything after 14 calendar days or if the book is not in resaleable condition, we do not offer a refund.

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I received a book purchased at your store as a gift.  Unfortunately, I already have the book.  Is it ok to exchange it?

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Absolutely.  You are able to exchange for any book.  Any differences in price will be handled at the point of sales.

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I bought a ticket + book for an event.  Will I receive my book in time for the event?

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Unfortunately, no.  Books are mailed 1-2 days after the event.  If you have further questions, please email: events@cafeconlibrosbk.com.

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Do you ship internationally?

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Yes, we do. Please email wecare@cafeconlibrosbk.com for all international orders.

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I love Cafe con Libros.  Are you hiring?

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Given the tenuous nature of wage workers in NYC, small businesses face high rates of turnover.  So, it is very possible we are hiring. 

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Please stay posted on opportunities on our "join our team" page.

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I ordered a book for pick-up. How long do I have to pick it up?

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​We are thrilled to be able to offer a pick-up option.  Our policy is to hold the book for 30 days.  Due to limited space, we are unable to accommodate book pick-ups beyond that timeline.  If you need an extension, please email adminsupport@cafeconlibrosbk.com.  Otherwise, you can expect to receive a reminder email.  If we do not receive a response within 48hrs, we will process and email an e-gift certificate for the amount paid for the book.

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We acknowledge the concern, angst, and/or frustration experienced by not having received your order and/or a 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.

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-kqd + team cafe con libros.

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