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Order Status FAQ

Great news!  We have received your order.  Thank you. Many of the popular anti-racist titles have been reprinted, come in stock, sold out...and reprinted again.  The publishers are working hard to reprint and re-stock them as quickly as they can. We've been told that it could take 2-3 weeks to process BEFORE they ship. If your book was not one of those titles, please know that our fulfillment center is running about 7-10 business days behind due to COVID-19 and the reduced workforce we have to maintain for the health and safety standards of our employees. Please know we are shipping books every day and and most have shipped, however, there are a number of titles that have printed, shipped and are reprinting again due to the overwhelming demand of so many. Please note, you may find your book has shipped and delivered before your account status is updated online. We apologize in advance for the delays but understand all parts of the book industry are working tirelessly to make this happen.

We are overjoyed at this tremendous surge and interest in the books we've held dear for our 13 years in business. We can't wait until they arrive on your doorstep and we have the opportunity to discuss these books with you. Please be patient with us and welcome to the MahoganyBooks family.

Our priority is to first work through the back log of orders and secondary update order statuses when we can. We appreciate your continued patience. We are working feverishly to fulfill each and every item. 

 

FAQs

 

Q:  What if my package is lost, stolen or damaged?

A:  If you receive items damaged, please send us 1-2 photos as well as your order number to customerservice@mahoganybooks.com and note DAMAGED in the subject line along with your order number. We will send you a replacement based on our review. We require the photo so we can file an insurance claim with USPS.  If your package is lost, you will need to file a missing mail claim with the USPS. Please remember that once we turn a package over to USPS, it becomes their responsibility.  If your package is showing as delivered but you have not received it, our first recommendation is to check all porches, doors, etc where the package may have been left. Then, check with neighbors. Lastly, check with your nearest post office. Sometimes, they will put packages in post office boxes or lockers. 

Please see USPS FAQ:  https://faq.usps.com/s/article/Missing-Mail-The-Basics#What_type_of_mail_eligible_search 

 

Q:  I have not received my order.  I would like a refund.‚Äč

A:  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.

 

Q:  What if my item has a USPS status showing "Label Created", Pre-Shipment,  - Awaiting Item"?   

The absence of a delivery scan on a mailpiece does not necessarily indicate that the item was not shipped/delivered. It is possible the piece was shipped/delivered but the scan was not captured. We are not holding any packages at our store or fulfilment centers so please complete the USPS Missing Mail Form in order to locate your package(s): USPS Missing Mail.  Unfortunately, we do not have any access to their processes so we are unable to provide any additional information.  

    

Q:  I placed my order days ago and the ship status still reads “awaiting fulfillment”

A:  If you've placed an order with us, due to the unprecedented demand and unusual circumstances due to COVID19 impacting the entire book industry, orders are taking approximately 18 business days to process THEN begin shipping.  Your order is in the fulfillment queue at the warehouse and cannot be edited.  Once submitted for fulfillment, we are unable to alter shipping addresses, add books, or exchange titles. Even though your order status notification has not updated on your end, our team has begun the steps to process your order and your title(s) are headed your way.

 

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

A: Thank you for reaching out. We apologize for the delay.  We're currently working through our emails.  Please do not use IG, a public platform, to have a private dialogue.  We've created a dedicated email to expedite and streamline your questions.  Please email us at customerservice@mahoganybooks.com

 

Q:  I've moved, want to order something different, add an item, or cancel my order? 

A:  We understand you have changed your mind and want to make sure you are satisfied. However, your order is in the fulfillment queue at our warehouse and is being processed so we are unable to cancel or alter your order at this juncture. As is our normal process, we do accept offer refunds once you have received your book(s). Please refer to the Returns & Replacements section of our website for instructions on how to proceed. Please remember we must receive notification of your intent to return a product within 3 days of you receiving your product(s). The book(s) must then be returned to the MahoganyBooks office within 10 days of receiving your Return Authorization Number. 

Returns are subject to management discretion.