FAQs
Welcome to Backstreet Books. Below you’ll find answers to the most common questions about ordering, shipping, payments, returns, and support. If you need further assistance, our customer service team is happy to help.
1. Where do you ship?
We currently ship only within the United States. Orders placed outside the United States cannot be processed at this time.
2. Where do orders ship from?
All orders ship from Fulton, New York, United States.
3. Do you offer free shipping?
Yes. We offer free shipping on orders of $50.00 USD or more. Orders under $50.00 USD are shipped using our flat rate option at a cost of $5.00 USD.
4. How long does order processing take?
Orders are processed within 2 business days (Tuesday–Friday).
Our order cut-off time is 05:00 PM (ET). Orders placed after this time will be processed on the next business day.
5. How long does delivery take?
Shipping transit time: 3–6 business days (Monday–Saturday) after shipment, depending on destination.
Total estimated delivery time: 6–8 business days from order placement.
Delivery times are estimates and may vary due to carrier delays, weather conditions, or other factors beyond our control.
6. What are your business days and hours?
Tuesday – Friday | 09:00 AM - 05:30 PM (ET)
Saturday - Monday | Closed
Orders are not processed on Saturdays, Sundays, Mondays, or U.S. federal holidays.
7. What payment methods do you accept?
We accept major credit and debit cards and other secure payment methods available at checkout.
All available payment methods will be displayed during the checkout process.
All payments must be completed at checkout.
8. Is my payment information secure?
Yes. All payments are processed through secure third-party payment gateways using encrypted technology. We do not store full credit or debit card details.
9. Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible. Once an order has entered processing or has been shipped, changes or cancellations may not be possible.
10. What is your return policy?
We accept returns within 30 days of delivery.
- Returns are eligible when the item is defective, damaged, or incorrect due to our error.
- Return shipping is free only for approved returns caused by our error. For all other approved returns, customers are responsible for return shipping costs.
- Refunds are processed within 7 days after the approved return is received and inspected.
Please refer to our Return and Refund Policy for full details.
11. Do you offer exchanges?
Exchanges may be approved for defective or incorrect items, subject to product availability. Customers must contact our customer support team before returning an item for exchange authorization. All exchange requests follow the same eligibility criteria and approval process as returns.
12. What should I do if my item arrives damaged?
If your package arrives damaged during delivery:
- Take clear photos of the damaged item and packaging.
- Send the photos to our customer service team.
Claims for damaged packages must be submitted within 7 days of the delivery date. Without proof of damage, we cannot issue a refund, credit note, or replacement.
13. What if my order is delayed or lost?
If your order has not arrived within the estimated delivery timeframe, please contact our customer service team. We will assist you in tracking and resolving the issue with the shipping carrier. Resolution may require carrier investigation and confirmation of loss.
Orders marked as delivered by the carrier are considered fulfilled unless carrier investigation determines otherwise.
14. How do I contact customer support?
You can reach us by phone or email during our business hours. Customer inquiries are typically answered within one business day during business hours.
Contact Information
Business Name: Backstreet Books
Address: 201 Oneida Street, Fulton, NY 13069, United States
Phone: +1 (315) 598-5669
Email: help@backstreetbooks.com
Business Hours:
Tuesday – Friday | 09:00 AM - 05:30 PM (ET)
Saturday - Monday | Closed