Our full Damaged Book Replacement Policy guidelines.

Originally created in February 2024, we have made some changes to our Damaged Book Replacement Policy which will apply to all books&#xA0;shipped after March 1st, 2025.&#xA0; Notable changes are the increase in points offered for certain types of damages.<hr>In the past, we have had a very liberal and undefined policy when replacing books due to damages. Our current Damaged Book Replacement Policy applies to all books received as part of Monthly/Quarterly subscriptions and all Exclusive/Limited Editions purchased through our online store.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.Note: If Customer Support has agreed to send you a new book, you need to send photos of the altered book within 3 days of Customer Support replying to your message. Due to the limited number of books we have set aside for replacements, we may not always have extras available outside of that timeframe. While we do our best to help everyone, inventory is always limited.&#xA0;<hr>Important things to note:<ul><li style="font-size: 14px;">We can only help with damages and replacements of books within 14 days of their delivery date. Any books you have owned longer than 14 days will not be eligible for replacement.</li><li style="font-size: 14px;">We will only send one replacement book. Our team inspects all replacement books being shipped so we are confident they will be up to our standard of quality. Be aware that dings and minor damages can happen in transit, however, if damages to a replacement are noteworthy* we can again offer points or a new book. Any minor damages will be compensated with points only at the discretion of the CS Team.</li><li style="font-size: 14px;">This policy, the decision of Points vs Replacement, and the classification of Damage Level are always at the discretion of the Customer Support Team.&#xA0;Though one main person generally handles these types of messages/requests, they are often discussed as a team before a decision is made.</li><li style="font-size: 14px;">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: 14px; font-weight: bold;">Do not make alterations to your book until Customer Support has said they will send you a new book.</li><li style="font-size: 14px;">We do not offer partial refunds in lieu of points.</li><li style="font-size: 14px;">In the case where we no longer have any books left in stock and we are unable to send a new book, we will offer an extra 100 points to your Damage Level.</li></ul><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. In some cases, it will be a Points Only solution.Level 1 - Small Imperfections and Superficial Damage For damages in this category, we will add&#xA0;150 extra points&#xA0;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, we will compensate based on one of the following guidelines.<ul><li style="font-size: 16px;">Minor/General Damage = 200 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 200-300 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 200-300 extra points to your account</li><li style="font-size: 16px;">Offer the choice of 200-300 extra points or a new book</li></ul>The number of points between 200-300 is at the discretion of the support agent based on common damages we see.Level 4 - Issues with Sprayed or Stenciled Edges Sprayed/Gilded Edges<ul><li style="font-size: 16px;">Slightly Fade/Minor Imperfections = 200 extra points</li><li style="font-size: 16px;">Blotchy/White is Visible = Option of 200 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 200 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) = 200 extra points&#xA0;</li><li style="font-size: 16px;">Generally Off-Center = Option of 250 extra points or a new book</li><li style="font-size: 16px;">Significantly Off-Center/Part of Design Cut Off = Option of 300 extra points or a new book</li></ul>General Damages to Sprayed/Stencilled Edges<ul><li style="font-size: 16px;">General Imperfections on sprayed edges or design - Option of 200-300 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">&#xA0;</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">&#xA0;</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"> *&#xA0;Noteworthy shipping damages: USPS runs over your box with a truck, book is left in a puddle, etc.**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 offering 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 (March 2025)

With many of our subscriptions in Sellout Mode, we wanted to update our Sellout Policy going forward, starting with our August 2025 books and boxes. The Short Story:. Our monthly books and boxes are always limited in number, and as we allow unlimited

With many of our subscriptions in Sellout Mode, we wanted to update our Sellout Policy going forward, starting with our August 2025 books and boxes.<hr>The Short Story:Our monthly books and boxes are always limited in number, and as we allow unlimited skips, we often have more Active Subscriptions than the number of books/boxes available. This is because, over the years, we have recognized trends in how often people skip and how many Active Subscriptions actually renew within a given month.Our curation teams work six to eight months in advance of a book&apos;s sale/renewal date, and final order numbers are decided early on. The final order number is agreed upon with the publisher/printer and is based on our projected Active 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 have an Active Subscription, spots are still limited.Questions about &quot;Active Subscription&quot; versus &quot;Active Subscriber&quot;? Scroll to the footnotes for more information or click HERE.If it happens that more subscriptions renew than available books, there are a couple of things that can happen.<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Some people may have their renewal cancelled/refunded based on factors like previous skips, whether they renewed later than the 3rd, etc. (Please scroll to Footnotes for more information.)</li><li>To ensure as many people as possible get a book, there may be limited books or no books left for replacements. Which means, if your book is damaged during the shipping process, we will be unable to send a replacement. Damages will be compensated with points, as per our Damaged Book Replacement Policy.</li><li>If there is a sellout, we will be sure to contact those affected. Again, sellouts are rare situations. Though subscriptions on our website may be in Waitlist mode, that does not mean we have Sold Out for those with Active Subscriptions.</li></ul><hr>The Extended Edition:RenewalsTo have the best chance of getting a book in any given month, please ensure your payment details are up to date and your renewal goes through by the 3rd of the month.&#xA0;After the 3rd, we are unable to guarantee your renewal will be for the current month&apos;s book/box. If your renewal goes through after we have sold out, that payment will be for the next month&apos;s box.&#xA0;If we happen to sell out on the first of the month, some renewals may be cancelled and refunded based on the factors outlined above, and the examples in the footnotes.Please note that you are unable to renew earlier than the first of the month. We do send renewal reminders a few days before each renewal day. You can save <a href="mailto:support@owlcrate.com" id="isPasted">support@owlcrate.com</a> as a contact in your email account to ensure our notifications don&#x2019;t go to spam.&#xA0;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">Failed Renewals</a> happen for various reasons, and with any failed renewal, you will be sent a Failed Renewal notification. Our system is set up to automatically retry the transaction the following day, and will attempt up to 8 renewals between the 1st and the 18th. If no renewal has gone through by the 18th, your subscription will automatically be cancelled. To avoid this, we encourage everyone to make sure their payment details are up to date before the 1st of the month.&#xA0;Skips, Un-Skips and Our Unlimited Skip PolicyIf you skipped a renewal and then change your mind later, you will not be able to un-skip after the 1st of the month - 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. 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.While we allow unlimited skips, repeated skips can skew our renewal projections.&#xA0;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. Be sure to note that&#xA0;repetitive skipping may mean missing out if we sell out in a particular month. (See footnotes.)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, or you can purchase a new subscription through <a href="//owlcrate.com">owlcrate.com</a>.&#xA0;Replacement for Lost or Damaged Books/Boxes&#xA0;In 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 any extra inventory and in accordance with our Damaged Book Replacement Policy. Replacement solutions will be at the discretion of the customer support team.<hr>Footnotes:What is an &#x201C;Active Subscriber&#x201D;? There are two phrases we will use. &#x201C;Active Subscription&#x201D; and &#x201C;Active Subscriber&#x201D;. While a Subscription is technically Active when not in a cancelled state, an &#x201C;Active Subscriber&#x201D; is someone who is renewing consistently for monthly/quarterly boxes. Anyone with a Subscription listed as Active in their customer account will receive early access emails for Limited Edition sales. However, in a potential sellout month, Active Subscribers will be given priority when books are limited.We do allow our subscribers to skip on Monthly YA Fantasy and Adult Fantasy plans, but repetitive skipping may mean missing out if we sell out in a particular month.Renwal Cancellations based on Previous Skips: In a sellout month where there aren&apos;t enough books available for everyone, cancellations for that month&apos;s renewal will be based on the following: &#xA0;If a customer has skipped the previous three months, their renewal will be cancelled and refunded. If there still aren&#x2019;t enough books for all renewals, any customer who skipped the previous two months will have their renewal cancelled and refunded. Again, if we are still short on books, any customer who skipped the previous month will have their renewal cancelled and refunded. After this, renewal cancellations will be based on date and timestamp.&#xA0;All 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 that too many renewals are processed before the 3rd, decisions will be made based on timestamps.<hr>Extra Information:Even in a sellout situation, your subscription will still renew as usual, as these actions are automated within the system. In cases where a renewal has gone through but we are unable to send you that month&apos;s book, your subscription will automatically be adjusted before the next renewal day.If you skipped a month during a sellout and then changed your mind, we are unable to unskip for you.Though it shouldn&apos;t be possible, 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 links that may still be active)If you have any questions about this policy and our processes, please email <a href="mailto:support@owlcrate.com">support@owlcrate.com</a>.&#xA0;

Sellout Policies and Procedures (Aug 2025)

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

Limited Edition One-Per-Person Policy. To keep things fair for everyone, our limited 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

Limited Edition One-Per-Person PolicyTo keep things fair for everyone, our limited 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 limited 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 Limited Edition Sales 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.When our Monthly and Quarterly Subscriptions are in sellout mode, there is a limit of one per person.&#xA0;For example, if the waitlist is long and people are waiting patiently for an invite to subscribe to Adult Fantasy, Romantasy, etc, you cannot have more than one Adult Fantasy, Romantasy, etc, subscription. There is a chance any extra subscriptions will be automatically cancelled.

Limited Edition and Subscription 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

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 Limited Edition Sales work?

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?

I am having trouble updating my payment details (Shop Pay Edition)

How to Skip/Unskip a Box (Monthly Plan)

How much does shipping cost?

Do you ship to my country?

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

How do I Cancel my Subscription?

The Top Ten

What is OwlCrate?

How much do boxes cost?

Adult Romance, Adult Romantasy, and Adult Fantasy - What's the difference?

Categorizing Paranormal Romance - OwlCrate's Version

How Spicy will the Adult Books be? - OwlCrate Spice Meter

How does the waitlist work?

Do you include sequels in your boxes?

What can I expect to find in my monthly book box?

Can I switch from one subscription to another?

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

Monthly Theme Reveals

Our Subscriptions

Limited Edition One-Per-Person Policy (2024)

Why is the Shipping Rate for a Limited Edition Book Only more than the Book Only Subscription?

When will my Pre-Order ship?

Limited Edition Book, Boxes, and Pre-Orders

My shipping notification listed multiple items but one is missing!

My Book & Goodies Box is missing an item!

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?

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

Receiving Your Box

Can I use more than one coupon at checkout?

How to redeem Reward Points for Coupon Codes

I forgot to use my coupon at checkout. Can you apply it for me?

Do Reward Points/Coupons apply to shipping?

Can I use my LL- coupons with other coupons/Gift Cards?

Why can't I redeem more than 400 points?

Why does my $20 coupon only save me $9.99? (for example)

Do Reward Points or coupons expire?

How do the VIP Tiers work?

Join the OwlCrate Collective!

Rewards, Coupons, and the OwlCrate Collective

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

How do I log in to my account?

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

Can I switch from one subscription type to another?

Accounts

What types of payment do you accept?

What currency do you use?

What box/book am I getting? When do you switch from one month to the next?

Can I cancel my order?

Why is the shipping rate for a single book in the shop more than the Book Only Subscription shipping?

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

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

Credit Card Declines

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

Subscribing and Purchases

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?

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?

Is Media Mail a shipping option?

Can I combine shipping if I have more than one subscription?

Shipping & Tracking

Why isn't my tracking updating?

I had to pay extra taxes/fees to Customs to get my box. Why? (EU Edition)

VAT for Products Shipping to the EU

OwlCrate International Customers

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?

Are there times I am not allowed to skip?

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?

Skipping and Cancelling

What is The Nest?

How do I join the new Nest Community?

Will my current Nest Login automatically carry over or do I need to create a new account?

I tried logging in with my OwlCrate credentials but it is saying I don’t have an account.

The app is asking me for my first and last name - I don’t want to provide this but I can’t add my username.

Will I lose the badges I earned in the previous app?

Will previous chat history/messages be in the new app?

How long will the old app be accessible?

What are the main differences between the old and new app?

Who do I contact in the Nest if I need help?

General Nest Information

Will Groups, Posts and Discussions from the original app still exist in the new Nest app?