Our Policies and Resolution Process

Buyer Guarantee: At AbeBooks we strive to maintain excellence in customer service and satisfaction, and we require our booksellers to do the same. Our booksellers agree to uphold the following service practices to ensure you have the best experience possible when purchasing books from the AbeBooks Web sites.

We require our Booksellers to respond to all book inquiries within 2 business days. We also recommend that Booksellers process and ship all book orders within 48 hours of receipt.

Booksellers are required to ship books using a method that will deliver the book in the time frame quoted to you, and they are responsible for the condition of the book when it is delivered. We expect all booksellers to ship books regardless of the origin of the order.

30-Day Money Back Guarantee: Our booksellers guarantee that every book is as it's described on our Web sites. You're eligible for a refund within 30 days if you're dissatisfied with your purchase due to an error on the bookseller's part or if the book doesn't arrive.

Items Available for Sale: AbeBooks is the world's largest online marketplace for books. Many of our booksellers also offer ephemera such as sheet music, posters, maps and other collectible book and literature related items. However, there are certain items that we don't permit to be sold on our Web sites. AbeBooks reserves the right to remove any listing at AbeBooks' discretion, including without limitation requests from rights holders and publications deemed defamatory or illegal. All booksellers must have the legal right and the ability to sell the items they list on the AbeBooks Web sites.

Information Fields: AbeBooks offers booksellers several places to enter key information that will assist with book sales. We expect all information listed in these fields to be true and accurate to the best of the bookseller's knowledge.

Performance Standards and Code of Conduct: AbeBooks monitors bookseller performance to ensure customer satisfaction. We use use order fulfillment percentages, returns rates and the Code of Conduct to outline the expected standards of Bookseller participation with AbeBooks.

1. Where is my order?

You can easily track the status of your order from your Members Menu. We show you the details of your purchase, the order status and the estimated delivery date.

1. Sign on to your AbeBooks account.
2. Select [Your Purchases] from the Members Menu.
3. Click [View your purchases].
4. Click the [Item details] link for more information and options for asking the bookseller a question or cancelling/returning the order.

The definitions for each status are listed on the right side of the page. You can use the search fields at the top of the page to display your older orders.

Please note that your delivery date is based on business days (Monday to Friday, not including holidays.) If your order has to pass through Customs processing, please expect some delays.

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2. My book was due to arrive two days ago and I still haven't received it nor has the bookseller responded to my book inquiry:

Our Customer Support Team will ask the buyer for their preferred resolution; the book, a refund, or an update from their bookseller on the status of their order. Customer Support then works with the bookseller to achieve that resolution. If Customer Support is unable to obtain a resolution, Security and Trust will follow up directly with the bookseller, ensuring a resolution is reached between the buyer and seller.

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3. I have this order where the buyer selected cheque as their payment method but the buyer is located Lagos, USA. Could this address be correct?

We will direct the bookseller to our Security and Trust page for information on how to verify a buyer address and safe precautions to take when accepting purchases where the payment method is not Visa or MasterCard. We also tell the bookseller that if they are ever suspicious of an order, they can ask the buyer to re-order using Visa or MasterCard as their payment method, since AbeBooks will cover the costs associated with chargebacks that result from fraudulent credit card use.

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4. I have a book listed but when I do a search for the title another bookseller has 34 copies of exactly the same book with the same condition and price available. How can a buyer find my copy?

Our Customer Support Team thanks the bookseller for contacting us and they explain that our Multiple Listings policy only allows a bookseller to list individual listings for the same title when these items are shown to be materially different and are priced and described in a way to reflect these differences. Otherwise, a bookseller shall only list a maximum of two (2) of the same title, or use a quantity field so that the title displays only once. Customer Support then tells the bookseller that we will follow up with the other bookseller.