We are sorry to hear your box was missing an item. Please email support@owlcrate.com and we will be happy to help.

We are sorry to hear your box was missing an item. Our team works hard to ensure all items are included in each box but things can get missed.If you are missing an item in your box, please send an email to <a href="mailto:support@owlcrate.com,">support@owlcrate.com,</a> letting us know the box you received and the item that was missing.&#xA0;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.

My box is missing an item!

We are sorry to hear one of your items was damaged in shipping. Email support@owlcrate.com and we will be happy to help!

We are sorry to hear one of your items was damaged in shipping. We do our best to make sure everything is packed safely and securely in your box but things can get bumped about in transit.Damaged Item:If you have a damaged item, please send a clear photo or two of the damages to&#xA0; <a href="mailto:support@owlcrate.com">support@owlcrate.com</a>. We will be happy to send a replacement.&#xA0;Damaged Books:Though we aim to send out books in the best condition possible, small dings are very common to any books shipped, and even those found on the shelves in bookstores. Books are shipped many times - from the printer to us, and then from us to you. If you feel your book is damaged, please send an email and a photo of the issue to customer support and we will be happy to take a look.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.Please note: Replacements will be given at the discretion of the Customer Support agent.&#xA0;

One of my items arrived damaged!

As of February 2024, we have revised our Damaged Book Replacement Policy. You can find all the details HERE. If you feel your book is damaged, please send a photo or two to support@owlcrate.com and we will be happy to take a look. We have created the

As of February 2024, we have revised our Damaged Book Replacement Policy. You can find all the details <a href="https://help.owlcrate.com/en-US/406369-65370203b8964ed48684d92e35aefcc0" rel="noopener noreferrer" target="_blank">HERE</a>.If you feel your book is damaged, please send a photo or two to <a href="mailto:support@owlcrate.com">support@owlcrate.com</a> and we will be happy to take a look.&#xA0;We have created the following guidelines for what we consider damage and will offer either a new book or extra reward points.&#xA0; <h3 id="isPasted">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 - An issue that happens at the printing level and is not part of the pre-check for damages. We feel these books are still in good condition, are readable, and the issue isn&#x2019;t noticeable when sitting on a shelf.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>You can see examples of Stencilled Edges Issues HERE. (coming soon...)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 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></iframe> <iframe width="560" height="315" src="https://www.youtube.com/embed/tCtqhDuu0oo?si=AhBSMfOIFXKAokgY" title="YouTube video player" frameborder="0" allowfullscreen></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-dii"> 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>

My book is damaged.

We're sorry you may have received an unsigned book. Read this article before emailing support.

We&apos;re sorry you may have received an unsigned book.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.If your book is unsigned, please send photos of the first few pages of your book, showing both the left and right side pages (ex. below), as well as a photo of our exclusive cover, to <a href="mailto:support@owlcrate.com">support@owlcrate.com</a>.If you have the exclusive OwlCrate signed page in your book, but it simply isn&apos;t signed, you can just send a photo of that page.&#xA0;<img src="https://uploads.gorgias.io/ZPB9rx110gxWVa3O/20221102_185730-cc5639ae-ba8b-44ac-8678-0292149f7204.jpg" style="width: 300px;" class="fr-fic fr-dii fr-fil"><img src="https://uploads.gorgias.io/ZPB9rx110gxWVa3O/20221102_185816-34e0cbf8-3c5e-4db4-b099-2a5f9548821c.jpg" style="width: 300px;" class="fr-fic fr-dii fr-fil">&#xA0; &#xA0; &#xA0; <img src="https://uploads.gorgias.io/ZPB9rx110gxWVa3O/20221102_185824-8673ebb6-e0f7-44c6-829a-93c48c444bd2.jpg" style="width: 300px;" class="fr-fic fr-dii fr-fil"><img src="https://uploads.gorgias.io/ZPB9rx110gxWVa3O/20221102_185834-32d5562a-9904-4a2d-abd0-0801fdf37e75.jpg" style="width: 300px;" class="fr-fic fr-dii fr-fil"> <img src="https://uploads.gorgias.io/ZPB9rx110gxWVa3O/20221102_185848-2e4ebffa-94a8-47f7-a052-64284d1855ae.jpg" style="width: 300px;" class="fr-fic fr-dii fr-fil"><img src="https://uploads.gorgias.io/ZPB9rx110gxWVa3O/20221102_185853-67d0a1aa-a3f8-4d63-bbb2-a4d8a2b0e6cb.jpg" style="width: 300px;" class="fr-fic fr-dii fr-fil">

My book isn't signed!

We are sorry to hear there may be some issues with your book. The following guidelines are included in our full Damaged Book Replacement Policy, but this article includes visual examples of what we consider damaged/flawed sprayed or stencilled edges.

My Sprayed/Stencilled Edges are flawed.

If you receive two boxes please email support@owlcrate.com so we can see what happened. If possible, please don't open the boxes.

If you receive two boxes that look the same from the outside, or you believe one is a duplicate, please don&apos;t open them both.&#xA0;
There is a chance you may have accidentally had two subscriptions in your cart when you checked out, you may have active subscriptions under different email addresses, or you may have purchased a new subscription/gift too soon and it overlapped with your previous subscription/gift.
Please email <a href="mailto:support@owlcrate.com,">support@owlcrate.com,</a> letting us know your situation, full name and shipping address and we will be happy to take a look at your account and see what happened.
We often sell special edition books and boxes as pre-orders. If you are unsure whether or not you have already ordered a special edition book or box, please email <a href="mailto:suuport@owlcrate.com">suuport@owlcrate.com</a> and we will be happy to check the system. If you purchase a second copy without realizing you already made a purchase, you will receive two copies when we start shipping.&#xA0;
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I received TWO boxes! What happened?

Know that our OwlCrate edition will be exclusive - a book you won't be able to find anywhere else!

While we have no control over what books other boxes select, we can understand your disappointment in receiving the same title from different companies. Here at OwlCrate, we plan our boxes 6+ months in advance of shipping. This includes selecting the book, choosing the theme, designing all the exclusive elements, collaborating with artists, and finding all the wonderful items we want to include.We take pride in designing all of our OwlCrate editions - for Middle Grade, Young Adult, and Adult Fantasy - to be as special and unique as possible, with exclusive covers, additional design elements, author signatures, bonus content, and more. This means that even if you receive the same title from another company, the books themselves will be completely different editions. Our Young Adult book picks will always be signed by the author. Our Middle Grade and Adult Fantasy book picks may be signed but may include a signed bookplate or digital signature. We hope this helps ease any initial disappointment!We are incredibly grateful for your support and we hope you enjoy all the books we include in the future! PLEASE NOTE: If you remain subscribed to multiple book boxes who include newly published books, you always run the risk of receiving duplicate books in a given month. With every box aiming to send out the best books being published, it is likely that if there is a highly anticipated title coming out more than one box may pick it as their featured book. If this is something that you want to avoid, we recommend reconsidering subscribing to more than one book box.

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

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

Hooray! Now show off your bokish goodies on social media. But first...

I've Received My Box

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

Special Edition One-Per-Person Policy (2024)

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

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?