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Order Status FAQ

Great news!  We have received your order.  

We are overjoyed at this tremendous surge and interest in the books we've held dear for more than 14 years in business. We can't wait until they arrive on your doorstep and have the opportunity to discuss these books with you. Please be patient with us and welcome to the MahoganyBooks family.

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,  some orders may take up to approximately 6 business days to process THEN begin shipping.  Most ship within 2-3 business days.  Once 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 social media 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.