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 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 wecare@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 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.

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 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 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 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 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 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.

17. 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: 

wecare@cafeconlibrosbk.com to learn more.

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

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

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

Please email Caelan Fortest, at events@cafeconlibrosbk.com.

20. I have a complaint 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 the store supervisor, Ryan Cameron at ryan@cafeconlibrosbk.com.

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.