Sellout Policies and Procedures as of January 2024. Though it has been some time since OwlCrate has been in Sellout Mode, it does happen from time to time, and we anticipate sellouts being common in 2024. To align with the start of 2024, we wanted to

Sellout Policies and Procedures as of January 2024Though it has been some time since OwlCrate has been in Sellout Mode, it does happen from time to time, and we anticipate sellouts being common in 2024. To align with the start of 2024, we wanted to re-share our general Sellout Policies and Procedures.Our monthly books and boxes are always limited in number and due to the hard work of the OC team and our popularity in the community, we have been getting closer to or selling out on all products, including special editions, and it&#x2019;s something that we anticipate will be happening a lot more in 2024.RenewalsDue to the limited amount of spots we have available each month, please ensure your payment details are up to date and your renewal goes through by the 5th of the month. After the 5th we are unable to guarantee your renewal will be for the current month&apos;s box. If your renewal goes through after we have sold out, that payment will be for the next month&apos;s box. If you are unsure what box you will be receiving, you can email <a href="mailto:support@owlcrate.com">support@owlcrate.com</a>.This has been our sellout policy since OwlCrate began and may not be known to newer subscribers. As we offer unlimited skips, there are always more active subscribers than available boxes. Sellouts become an issue when fewer people skip than usual.When putting together our boxes and choosing our books, we are typically working six months or more in advance. Our book orders go in months before their sale date and as a result, we are unable to increase our numbers at the last minute. The original order number is agreed upon with the publisher/printer and is based on our projected subscriber numbers. As many people skip and cancel on a regular basis, determining this number is not an exact science, but we do our best using historical data and trends. This means, that even if you are an active subscriber, spots are still limited.Failed RenewalsRenewal day for subscriptions is always on the first of the month. Failed renewals happen for various reasons and our system is set up to automatically try to charge an account the next day, and the day after, and so on. If your renewal fails on the 1st of the month, you will be sent a notification letting you know. This gives you time to make sure your payment details on file are up to date or to make sure there are available funds in your account. We encourage everyone to make sure their payment details are up to date before the 1st of the month. We do send renewal reminders a few days before each renewal day. You can save <a href="mailto:support@owlcrate.com">support@owlcrate.com</a> as a contact in your email account to ensure our notifications don&#x2019;t go to spam.You can find more information on Failed Renewals <a href="https://help.owlcrate.com/en-US/my-renewal-failed-i-don-t-want-to-lose-my-subscription-what-can-i-do-113423" rel="noopener noreferrer" target="_blank">HERE</a>.Skips and Un-SkipsIf you skip a renewal during a sellout month, you will not be able to un-skip unless more books/boxes become available. If you do want to un-skip, you can contact customer support but they may not be able to help you right away. You will be put on a shortlist and will be contacted when/if extras become available. We are unable to guarantee you will be able to get a book/box that month but your subscription will still be active for the next month&#x2019;s renewal.Cancellations and ReactivationsDuring times of sellout, a cancelled subscription cannot be reactivated through the customer account and customer support will be unable to reactivate it for you. If you wish to resubscribe, you will need to join the waitlist.When not in Sellout Mode, reactivating is an option within the customer account.&#xA0;That being said, you can try reaching out to customer support after the 5th and, depending on numbers, they may be able to reactivate your subscription for you. This reactivation will be at the discretion of the customer support agent based on the information available to them at that time.Extra Books and BoxesWhen we are not in Sellout Mode, we often have extra books to list in the shop at a later date, however, this is not something we can ever guarantee. We first need to make sure all active subscribers have received their boxes and any damages have been taken care of. We will then reassess our inventory and see what is available.During sellout months, extra books/boxes will not be listed in the shop. They will be offered as one-time purchases to those on the waitlist for that specific subscription (Young Adult or Adult Fantasy). This will not give those on the waitlist invites to be active subscribers but will offer those on the list first access to extras. Extra InformationUnlimited Skip PolicyUnlimited skips are not something all subscription box companies offer but we have always made it an option as we never want to force someone to get a book/box they aren&#x2019;t interested in just because they reached their max skips. As a result, we often have more active subscribers than actual renewing subscribers. An active subscriber is someone whose subscription isn&#x2019;t in a cancelled state. Skipping is not cancelling.Skipping affects the renewal numbers. We take these potential actions into consideration when placing our initial book orders (about six months in advance of shipping), based on past renewal evidence and our renewal projections. Determining these numbers is not an exact science but we do our best with the data we have. As we have an unlimited skip policy, repeated skips can skew our projections. If a book is popular, and fewer people skip than usual, we then have an even more limited number of books to work with. This is why our Sellout Policy is in place.You can find more information on how to skip a box <a href="https://help.owlcrate.com/en-US/articles/skipping-a-box-26905" rel="noopener noreferrer" target="_blank">HERE</a>.Renewals and Failed RenewalsAll renewals are automatically processed in a large batch and each renewal does have a timestamp. We determine renewals vs stock based on the timestamps in the system. If it happens too many renew before the 5th, decisions will be made based on timestamps.Replacement for Lost or Damaged Books/BoxesIn Sellout situations, where we want as many people who have had successful renewals to get that month&#x2019;s book/box as possible, we will have a smaller buffer for replacing lost shipments or damaged books. We will find solutions to lost and damaged books on a case-by-case basis depending on extra inventory. Replacement solutions will be at the discretion of the customer support team. Things to remember:<ul><li style="font-size: 16px;">Even in a sellout situation, your subscription will still renew as usual as these actions are automated within the system.</li><li style="font-size: 16px;">All subscriptions affected by the sellout will be updated after the 19th of the month, resetting the correct renewal dates.<ul style="font-size: initial;"><li style="font-size: 16px;">Example: If you renewed during a sellout on December 6th, your renewal date will still show as January 1st. After the 19th, when the site is updated, your renewal date will be pushed to February 1st, as your payment for January was already taken.</li></ul></li><li style="font-size: 16px;">If you skipped a month during a sellout and then changed your mind, we are unable to unskip for you.</li><li style="font-size: 16px;">It seems there are a few old links leading to checkout but as the site is in sellout mode, any purchases made after the sellout/cut-off date will be looked into and more than likely cancelled. We do strive to keep things as fair as possible. (This mostly applies to waitlist invite situations)</li></ul>

Sellout Policies and Procedures (2024)

Hello Patient Waitlister!. When we are in a sellout situation, we won't always be able to send new invites to subscribe to those on the waitlist. This helps us ensure we have enough books for all renewing subscribers. That being said, we also want to

Hello Patient Waitlister!When we are in a sellout situation, we won&apos;t always be able to send new invites to subscribe to those on the waitlist. This helps us ensure we have enough books for all renewing subscribers.&#xA0;That being said, we also want to reward your loyalty and patience. Once all renewals have gone through for a given month, we will reassess our inventory to see if we have any extras. As we offer unlimited skips, it can sometimes be difficult to judge how many people will be actively renewing in a given month, and we want to mitigate overselling wherever possible.&#xA0;In the past, we used to list extra books and boxes publicly in our online store where anyone can grab a box.&#xA0;However, as many people have been waiting patiently on the waitlist, we are going to start offering any extra books and boxes to those on the waitlist first.&#xA0;Unless specifically stated, receiving a link to purchase a monthly book or box is not an invite to subscribe, but simply a chance for you to purchase a one-time book or box you would have missed otherwise.We appreciate you wanting to be an OwlCrate subscriber and we strive to help you out wherever we can. :)Thanks again for all our patience and happy reading!

Sellout Mode and the Waitlist

Special Edition One-Per-Person Policy. To keep things fair for everyone, our special edition books and boxes are limited to one per person at checkout. If you purchase multiple copies during the early access pre-sale, we reserve the right to cancel y

Special Edition One-Per-Person PolicyTo keep things fair for everyone, our special edition books and boxes are limited to one per person at checkout.If you purchase multiple copies during the early access pre-sale, we reserve the right to cancel your duplicate purchase. Once a special edition book/box goes to public sale, you&apos;re welcome to purchase another one.Some examples of what we consider duplicate purchases are:<ul><li style="font-size: 16px;">the same book/box going to one shipping address/household</li><li style="font-size: 16px;">the same book/box purchased with the same email address, despite the recipient name/shipping address being different</li><li style="font-size: 16px;">a book/box purchased via early access, and a second purchase from a later waitlist where other first-time buyers have been waiting</li><li style="font-size: 16px;">purchasing the Book &amp; Goodies version and the Book Only version of a box when we have specified it is one or the other per person.</li></ul>Because of these potential cancellations, we discourage purchasing on behalf of friends/family, or as extra gifts. If you want to purchase for others, please wait until the listing is made public. We want everyone to get the book they want.Please do not share the early access link with other people as we strive to keep things fair for everyone. For more details on how our Special Editions work, please see <a href="https://help.owlcrate.com/en-US/how-do-special-edition-sales-work-113442" rel="noopener noreferrer" target="_blank">THIS ARTICLE.</a>With the popularity of our books, we will be monitoring duplicate purchases in one-per-person situations going forward. Cancellations are at the discretion of the OwlCrate Team.

Special Edition One-Per-Person Policy (2024)

While we are happy to replace any missing or damaged items, as well as boxes we can consider lost, we do need to hear from you as soon as possible.

While we are happy to replace any missing or damaged items, as well as boxes we can consider lost, we do need to hear from you as soon as possible.&#xA0;When you receive a box, be sure to open it up and check all your items. If something is damaged, we do ask you send a clear photo or two of the damages to <a href="mailto:support@owlcrate.com">support@owlcrate.com.</a>&#xA0;If you are located within the US, please get in touch with us regarding any missing/damaged items within 2 weeks of your box being delivered.If you are an international customer, we need to hear from you within 3 months of the box&apos;s ship-date to ensure a replacement. After that time, we may no longer have the item or box you need in stock.When emailing support, please let us know the email address attached to your account so we can easily find your original order and shipping address.

General Replacement Policy

Our full Damaged Book Replacement Policy guidelines.

** OwlCrate remains committed to providing the best experience for our subscribers and customers. &#xA0;In hopes of doing our part to balance available inventory with growing demand, &#xA0;we have updated our policy on replacing damaged books. We remain committed to providing the best experience for all of you! **<hr>Hey Book Owls,In the past, we have had a very liberal and undefined policy when replacing books due to damages. As of February 2024, we will be implementing a new Damaged Book Replacement Policy for all subscriptions.Team OwlCrate is a book-loving bunch and we all prefer it when our books are in great shape. That being said, we also understand that books with minor imperfections are a common thing.All our books are shipped twice - from the printer/publisher to us, and from us to you - and some of these books have a long way to go! Though our warehouse team inspects all books we receive for damages, there are a few superficial flaws that get missed. Even if a perfect book is shipped to you, it can always get bumped about in transit, just like any books you order online or see on the shelves in bookstores.If you feel your book is damaged, please send a message to <a href="mailto:support@owlcrate.com">support@owlcrate.com</a> and include the email address attached to your OwlCrate account, the title of the book, and a photo or two showing the issue. Our Customer Support Team will be happy to help you out based on the guidelines below.<h3 id="damage-levels-and-replacement-guidelines"> Damage Levels and Replacement Guidelines</h3>In most cases, we will be offering an option of extra Reward Points or a new book. Sometimes, it will only be points.&#xA0;Not familiar with our Reward Points and OwlCrate Loyalty program? Click <a href="https://www.owlcrate.com/pages/loyalty-rewards" rel="noopener noreferrer" target="_blank">HERE</a>Level 1 - Small Imperfections and Superficial Damage For damages in this category, we will add 100 extra points to your account. A replacement book will not be sent. These types of damages may include dented corners, top/bottom of spine folded in, etc.Level 2 - Dust Jacket Damage If we have extra dust jackets, we will be happy to send you one. Oftentimes, the publisher/printer sends extra dust jackets and, in those cases, replacements are easy.If we don&#x2019;t happen to have any dust jackets for a particular book, will compensate based on one of the following guidelines.<ul><li style="font-size: 16px;">Minor Damage = 150 extra points</li><li style="font-size: 16px;">General Damage = Option of 150 extra points or a new book</li><li style="font-size: 16px;">Significant Damage = A new book</li></ul>Level 3 - General Damages and Books Bound Upside Down For damages in this category, we will add 200 extra points to your account. Replacement Books will be at the discretion of the Customer Support Team.Bound Upside Down* - This is an issue that happens at the printing level and is not part of their pre-check for damages. &#xA0;We realize books like these, while still readable, aren&#x2019;t the level of quality one expects with an exclusive edition book. Please send a photo or short video showing the issue and we will be happy to offer an extra 200 points or a replacement book.General Damages - Damages happen. Pages can get caught in the printer and rip, ink can get smudged, and shipping can be rough. There are a lot of variables. The best thing to do is to send in a photo or two and the Customer Support Team will be happy to take a look.In these cases, we may:<ul><li style="font-size: 16px;">Add 200 extra points to your account</li><li style="font-size: 16px;">Offer the choice of 200 extra points or a new book</li></ul>Level 4 - Issues with Sprayed or Stenciled Edges Sprayed/Gilded Edges<ul><li style="font-size: 16px;">Slightly Fade/Minor Imperfections = 150 extra points</li><li style="font-size: 16px;">Blotchy/White is Visible = Option of 150 extra points or a new book</li></ul>Stencilled EdgesWhile mostly uniform, stencilled edges can always vary slightly from book to book. For this reason, we have a few examples.<ul><li style="font-size: 16px;">Images are Blurry = Option of 150 reward points or a new book</li></ul>Various Degrees of Off-Center&#xA0;<ul><li style="font-size: 16px;">Minorly Off-Center (less than 2mm from centre of design) = 150 extra points&#xA0;</li><li style="font-size: 16px;">Generally Off-Center = Option of 150 extra points or a new book</li><li style="font-size: 16px;">Significantly Off-Center/Part of Design Cut Off = Will send a new book</li></ul>General Damages to Spreyed/Stencilled Edges<ul><li style="font-size: 16px;">General Imperfections on sprayed edges or design - Option of 150 extra points or a new book</li></ul>You can see examples of Stencilled Edges Issues <a href="https://help.owlcrate.com/en-US/my-sprayedstencilled-edges-are-flawed-411691" rel="noopener noreferrer" target="_blank">HERE</a>.Level 5 - Obvious Damage Over the years, we have seen it all. Sometimes, there is no doubt at all a book is damaged and we will send you a new one.What if my Book is Unsigned? If your book is not signed and it is supposed to be, we will be happy to send you a new one.&#xA0; <span id="isPasted" style="color: rgb(22, 22, 22); font-family: Barlow, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">We have found our exclusive signed page often clings to the page in front of it. Our signed page is usually the first page after the front-end pages. Have another look at your book, making sure you have checked all pages.&#xA0;If your book is unsigned, please see&#xA0;<a href="https://help.owlcrate.com/en-US/my-book-isn-t-signed-113424" rel="noopener noreferrer" target="_blank">this article</a>&#xA0;for instructions.&#xA0; <hr>If we feel a replacement book is the best solution, here is what we need from you...We are book lovers at heart and don&#x2019;t want you to deface your book on an extreme level, but we will be asking for some alterations to your edition.&#xA0;We want the book to be able to be enjoyed by someone else - a book-loving friend or family member who may enjoy the story. Alternatively, we encourage you to donate your altered copy to your local public library or a school library.We are going to ask you to:<ul><li style="font-size: 16px;">Cut an inch off the bottom corner of the OwlCrate Signed page.</li><li style="font-size: 16px;">Draw a thick black line across the bottom pages near the spine.</li><li style="font-size: 16px;">Email a photo showing you have done this to the Customer Support Agent helping you.</li></ul>Note: Do not take the above actions unless we have agreed to send you a new book.&#xA0;<iframe width="560" height="315" src="https://www.youtube.com/embed/_dGUs7kk_iw?si=XCoznYbdc8ljN4Y7" title="YouTube video player" frameborder="0" allowfullscreen class="fr-draggable"></iframe> <iframe width="560" height="315" src="https://www.youtube.com/embed/tCtqhDuu0oo?si=AhBSMfOIFXKAokgY" title="YouTube video player" frameborder="0" allowfullscreen class="fr-draggable"></iframe> Photos Customer Support Will Need:In your photo, we want to see our exclusive signed page with the bottom corner missing and the line drawn on the bottom pages.&#xA0;If the sprayed/stencilled edges are dark in colour, please use a silver/gold-inked marker to mark your pages.&#xA0;<img src="https://attachments.gorgias.help/ram4/hc/0gev/pxl_20240209_022827432-abbc40cf-28ca-4ca6-ace0-2f64017fa488.jpg" style="width: 398px;" class="fr-fic fr-dib fr-fil"> Important Notes:<ul><li style="font-size: 16px;">You need to reach out to Customer Support (support@owlcrate.com) within 14 days of receiving your book.</li><li style="font-size: 16px;">This policy and the decision of Points vs Replacement remains at the discretion of our dedicated Customer Support team. Treating the owl (CS agent) helping you with the utmost courtesy and respect is always going to reap more benefits than ruffling their feathers. We are here to be fair.</li><li style="font-size: 16px;">Do not make alterations to your book until Customer Support has said they will send you a new book.</li><li style="font-size: 16px;">We do not offer partial refunds in lieu of points.&#xA0; </li></ul>*&#xA0;The &apos;Bound Upside Down&apos; section of this policy was amended on April 28th, 2024, and will take effect with the April 2024 YA book and all books going forward. The previous version was a points only solution. Due to customer feedback and internal discussion, we are offer a points or replacement solution. We will not retroactively adjust points or replace any books shipped previous to this change.&#xA0;

Damaged Book Replacement Policy (2024)

If we have temporarily sold out of subscriptions, you will be directed to join our Wait List.

<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If we have temporarily sold out of subscriptions, you will be directed to join our waitlist. Please do so if you haven&apos;t already.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">When you enter your email address in the form/box and hit enter/submit, your email will automatically be added to the list. There is no confirmation or extra action needed. You will be good to go!<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Once new subscription spots become available, we will start reaching out to those on the list, in small batches and in the order in which they joined. Within the email will be a special purchase link.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">When you receive your invite to subscribe, the purchase link will only be active for a limited time. Your new subscription will start with the current month&apos;s book/box. You are unable to skip your first box as that is the box that is getting you off the waitlist and the one you will be purchasing at checkout.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If you aren&apos;t interested in the current month&apos;s box when you receive the invite and choose not to subscribe at that time, you will need to rejoin the waitlist.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If we have contacted everyone on the list and there are still spots available, we will re-open subscriptions to the public and you can purchase a subscription or gift through <a href="//owlcrate..com" rel="noopener noreferrer" target="_blank">owlcrate.com</a>.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Please Note:&#xA0;Unfortunately, we are unable to tell where someone is on the list as everything is automatically compiled when we send the emails. Customer Support does not have access to these details. We generally contact those on the waitlist in small batches, and in the order in which they joined the list.&#xA0;<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Adding your email to the list doesn&apos;t reserve a box for you. If you change your mind after you have joined the list, you are under no obligation to buy a box - you can simply ignore the invitation to subscribe when it comes. However, if you don&apos;t purchase a subscription when you are sent an invite, you will lose your place on the Wait List.&#xA0;<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> <p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Extra Information:<ul><li style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(40, 37, 96); font-weight: 400; font-size: 20px; line-height: 24px; font-family: Barlow, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(251, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">It seems there are a few old links leading to checkout but while the site is in sellout mode, any purchases made after the sellout/cut-off date will be looked into and more than likely cancelled. We do strive to keep things as fair as possible and hope our customers will do the same.</li></ul>

Waitlist Process and Policy

We are happy to refund and cancel any unshipped boxes or shop orders. Email support@owlcrate.com as soon as possible.

If your subscription has renewed and your card has been charged, you are set to receive the boxes that have been paid for. Cancelling only affects future renewals and doesn&#x2019;t trigger an automatic refund. If you didn&#x2019;t intend to renew, please email&#xA0;<a href="mailto:support@owlcrate.com">support@owlcrate.com</a>&#xA0;as soon as possible. We are happy to refund you for any unshipped boxes and cancel those shipments.** Unfortunately, once a box has shipped, we are able to issue a refund. **We cannot accept returns once a box has been shipped/delivered, regardless of whether or not the box has been opened. This includes past boxes, books, and items purchased through the shop.Special Editions books and boxes are a final sale (once shipped), as well as any discounted items purchased during a shop sale.&#xA0;We do not offer refunds if you receive a book/item that you aren&apos;t interested in or already have. We hope you pass them on to a book-loving friend or family member or donate them to your local library! There is also an active Buy/Sell/Trade group on Facebook, where you might find someone who is looking for that item!

Refund/Return Policy

While we are unable to join you live, Ozwald will be happy to point you in the right direction or take a message if needed.

If you were unable to find the answers you needed here, please send an email to our helpful owls at support@owlcrate.com.

You can also use the Leave A Message option in the chat!

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OwlCrate

Information on Sellouts, Returns, and Replacements.

General Policies

How do Special Edition sales work?

What happens in a sellout situation when I am an active subscriber?

What do I do if one of my items arrived damaged?

When will my order ship?

How do I update my Shipping Address?

How do I update my Payment Details?

How much does shipping cost?

Do you ship to my country?

How do I skip a box?

How do I Cancel my Subscription?

I am getting an Error at Checkout and can't move on to Payment.

The Top Ten

What is OwlCrate?

How much do boxes cost?

How does the waitlist work?

How do I know I won't already own the book you send me?

Do you include sequels in your boxes?

Can I switch from one subscription type to another?

OwlCrate Loyalty Program

Join the OwlCrate Collective!

What is the Difference Between 'Book Only' and 'Book & Goodies' Subscriptions?

Monthly Theme Reveals

Our Boxes

Into the Grishaverse: Shadow and Bone Shipping Details

Special Edition Books and Boxes FAQ

Can my Store Exclusives order be combined with other items in the store??

Can I add a Store Exclusives item to my monthly box?

Will I be charged any extra customs/duty fees when my order arrives?

How long will it take for my order to arrive?

Can I cancel my Store Exclusives Collection order?

Can I return/exchange a Store Exclusives Collection item?

My item is misprinted/defective.

I only received one of my items. Where is the rest of my order?

Why does my shirt smell weird?

How to care for your printed Store Exclusive items.

Important things to note...

Store Exclusives Collection FAQ

My box is missing an item!

One of my items arrived damaged!

My book is damaged.

My book isn't signed!

My Sprayed/Stencilled Edges are flawed.

I received TWO boxes! What happened?

What if I receive the same book in another subscription box service?

I've Received My Box

How do I log in to my account?

I'm having trouble logging into my account. What do I do?

Accounts

What currency do you use?

What types of payment do you accept?

VAT for Products Shipping to the EU

Do you accept POs for schools or libraries?

During my excitement of signing up, I may have accidentally purchased two subscriptions. What should I do?

Credit Card Declines

If you are a Canadian company, why are your prices in US Dollars?

I want to sign up to OwlCrate, but the site says you're sold out. What should I do?

How does the Wait List work?

Subscribing

When will I be billed for my first box and when will my subscription renew?

My renewal failed. I don't want to lose my subscription! What can I do?

How do I update my payment details?

Can I switch my payment method from a Credit Card to PayPal or vice versa?

I just reactivated my subscription. Which box will I be getting?

Billing and Renewals

Do you ship to my country? (International Shipping Rates)

When do boxes ship?

Can I track my OwlCrate shipment? (Domestic and International Tracking)

How long will it take for my OwlCrate to arrive?

I want some items from your online shop. When will my order ship?

My tracking says that my box has been delivered but I haven't received it!

My box has been returned to sender. What can we do?

Why isn't my tracking number updating?

Which carrier do you use to ship your packages?

Can I Combine Shipping for Multiple Subscriptions?

Shipping & Tracking

When do I need to cancel to ensure I am not billed for more boxes?

I cancelled my subscription but I was still shipped a box. Why?

I had to cancel my subscription in the past, but I wish to join again. Can I reactivate my subscription?

I cancelled my subscription but I still want to receive this month’s box. Will I still get it?

I got an email that my account has been cancelled but I didn’t cancel it. What’s going on?

How to Skip a Box

I skipped a renewal and have changed my mind. How can I receive the box?

I forgot to skip and my subscription has renewed. Can I still skip this month’s box?