What are your business hours?

Our operating hours are Monday through Friday from 9:00 a.m. to 5:00 p.m. PST.

Do you offer hardcover books?

Currently the only title available in hardcover is Brown Boy Joy. 

What types of payment do you accept?

We gladly accept PayPal, Visa, MasterCard, Discover and American Express.

We do not accept cash. Checks or money orders for custom items only. 

When will I receive my order?

COVID-19 SHIPPING UPDATE:

Due to COVID-19 we are experiencing delays in shipping. Orders will now be shipped from our facility 5-7 business days after you order has been processed. This does not include delivery time. For standard shipping. please allow an additional 3-5 business days for delivery.  

How do I check the status of my order?

We will send you a tracking number via email as soon as your order ships. To check the status of your order, click the link in the email. In the event you do not receive a tracking email, please reach out to us and we will provide a status update. 

What is your return/exchange policy?

Click here to view our return/exchange policy.

Do I have to pay for return postage? 

Unfortunately, we do not offer prepaid return labels at this time. You have the option to use the carrier of your choice to ship your items back to us. We recommend obtaining a tracking number for your shipment as we are not held liable for packages that are lost en route back to us. 

How long does it take to process my refund? 

Your refund will be processed within 5-7 days of us receiving your shipment. The refund will go back in the original form of payment used to place your order. A confirmation email will be sent to you once the refund/exchange is processed. 

 

My order arrived damaged, what do I do?


If your order arrives damaged, please notify us immediately at customerservice@heycarterbooks.com indicating the issue along with a photo the damaged product(s). We will validate your claim and send you instructions on how to return your damaged goods for a replacement. 

My item was stolen, how do I get a refund?

Unfortunately, we are not responsible for lost or stolen items. Once orders leave our Hey Carter! warehouse the package is in the care of the postal handler. Customer is required to submit a claim directly with courier and follow their guidelines. USPS and Fedex recommend waiting 14 days before assuming a package is lost/stolen. After 14 days, please call the customer service team of the courier:

- USPS customer service: 1-800-275-8777

- Fedex customer service: 1-800-463-3339

- UPS customer service: 1-800-742-5877

My package was marked delivered but I haven't received it? 

Sometimes, USPS marks a package as delivered even though it's still in transit. Please give them some time, it's most likely on its way to you. If goods was stolen, a claimed can be filed with the carrier. Once orders have left our Hey Carter! warehouse the package is in the care of the postal handler. Customer is required to submit a claim directly with courier and follow their guidelines. USPS and Fedex recommend waiting 14 days before assuming a package is lost. After 14 days, please call the customer service team of the courier:

- USPS customer service: 1-800-275-8777

- Fedex customer service: 1-800-463-3339

- UPS customer service: 1-800-742-5877

Is there a discount for bulk/large quantity orders for items on your site?


Yes! If you are ordering a quantity of 25 or more of any item on our site, contact us for a special discount.

My question is not listed above, what do I do?

Email your question to us at customerservice@heycarterbooks.com