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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 adminsupport@cafeconlibrosbk.com. 

 
Thank you!

 

Dear Cafe con Libros,

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

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

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, please stop by to redeem.

 

If not, your e-gift certificate is assigned a tracking number.  You can use this form to order any book.  We will apply the e-gift certificate to the purchase 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.

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

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

 

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 adminsupport@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 orders are shipped as one.  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 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.

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 books are on backorder.  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 for delivery.  The books are immediately released once they're restocked. The delivery of your order is entirely dependent on USPS speed and accuracy.

What shipping services do you use?

USPS Media Mail (average 7-10 days).

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

If the entire order was placed on our website, on average, we pack and ship within 1-2 days of receiving the order.  There are times when we run out of totes in the store which adds time of 1-2 days to allow a storage.  

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

Unfortunately, if your order was placed using IndieLite and has been processed, confirmed, and shipped, we are unable to provide a refund.  We understand this is not optimal. However, we have fulfilled our portion of the contract and ask for patience with the USPS.

We do experience unexplained 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.

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

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

adminsupport@cafeconlibrosbk.com to learn more or visit our page.

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

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

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

We love hosting!  Please email events@cafeconlibrosbk.com.

I have a complaint and/or feedback about the store.  Who should I contact?

We're so sorry to hear this however, understand and accept there is still room to grow.  Please email info@cafeconlibrosbk.com. You can also submit a "contact us" through our website. 

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

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.

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

Absolutely.  You are able to exchange for any book that is in resaleable condition.  It is the staff's discretion to accept an exchange. Any differences in price will be handled at the point of sales.

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

Unfortunately, no.  Typically, the book has not published.  We are allowed to pre-sale books however, not distribute them. Books are mailed 1-2 days after the event.  If you have further questions, please email: adminsupport@cafeconlibrosbk.com.

I bought a ticket + book for an event however, no longer can attend.  Can I get a refund?

Thank you for this question.  Please visit our policies page for more information.

Do you ship internationally?

I'm sorry, we do not.

I love Cafe con Libros.  Are you hiring?

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

Please stay posted on opportunities on our "join our team" page. There are times we do not post on the website.  Therefore, we highly encourage you to send a resume and short cover letter to info@cafeconlibrosbk.com

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

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 wecare@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.

I'm an entrepreneur/new author and love your mission.  I'd love to work with you about consignment? Is that something Cafe con Libros does?

Oh, thank you for the love.  Unfortunately, due to the size of the store, we do not engage in consignment. However, maybe we can collaborate in other ways like a give-away.  If you're interested, please email: events@cafeconlibrosbk.com.

New authors, congratulations! Please send information about your book to: info@cafeconlibrosbk.com.  We will review to determine if the book aligns with our mission, values and community.

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.

-kqd + team cafe con libros.

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