106 questions from our users
Hi Booktopia, I am very upset!!! I ordered a book over a month ago that was supposedly in stock when I ordered it for my current uni subject. After ordering (and immediately taking my money!!), when checking online why my book has not turned up I found out it was in fact out of stock and due in on 3rd July. I have now sent 2 messages to booktopia through your website yet have had no reply and the book was still showing as not in stock weeks later!! I only have a few weeks left of my subject and 3 assignments due in without my textbook. I have also tried phoning several times and there is no option to leave a message (lines too busy apparently - what a joke!!!). This is disgusting service and robbery that you have already taken my money as I can't afford to purchase my textbook elsewhere and am possibly facing failing my subject due to not having my book. Please reply to me ASAP Booktopia before I take action elsewhere. My order number is# 5851846.
Hi Tiffany, I'm very sorry for the delay with this order, we were unfortunately having some supply-chain issues which had affected your order. I can see that the book has since been shipped and delivered. Please let me know if I can assist any further. Kind regards, Jessica Customer Service
Hi booktopia, my order number is #5822334. It's been more than a month since I ordered my books. I left a message, but no reply. I also made phone calls several times waiting more than 30mins and i gave up. If the books are not available, please organise a refund asap. Thank you. Angela
Hi Angela, I've checked your order and it looks like this has since been shipped out. Keep an eye on the tracking number sent to you in your Shipment Notification. Let me know if I can assist any further. Kind regards, Jessica Customer ServiceHi Jessica, Yes, I received the shipment notification email on 2nd of August. It's been 1 month and 2 weeks from the date of my order placed but, anyway, I am happy to hear that my books are on the way. Thank you for your updated answer for my review. Angela
Hello, I ordered a text book on 07Jul17 which was immediately debited from my paypal account. Currently the status is pending with the book out of stock and more stock is expected on 11Jul17. It is now the 20Jul17 and there is no new update. I have attempted to contact booktopia regarding my order #5883708 via both the website message system and phone. My messages have gone unanswered and the wait time on the phone appears to be extremely long no matter what time of day I call. Any update would be greatly appreciated, if unable to stock please contact me in order to arrange refund asap! Regards, Tara
Hi Tara, Sorry for the delay in getting back to you! I've checked your order and it looks like it's since been delivered. Please let me know if I can assist any further. Kind regards, Jessica Customer Service
My order # 5802284 was paid for and purchased from your advertised stock in early June - I did not receive this book and only when I logged in to find out where the book was, did I even know there was an issue. Then I did chat, and was told there was no longer an issue, the book would be on its way. The book did not arrive, I tried to call - waiting in excess of 30 minutes & gave up, then I messaged and was told the Book was out of stock - Very UNPROFESSIONAL to sell a book that does not exist in the first place - So where is my book - you have my payment?
Hi Magpie, I've checked your order and can see you've since spoken to my colleague Jenny. She's organised for a full refund to be issued to your credit card and along with this a $15 store credit will be issued to your account to use towards a future order with us. We're sorry for the delay you experienced with this order. Your next order will be much smoother and if we can ever assist please do not hesitate to get in touch. Kind regards, Jessica Customer Service
How long does it take for the book to arrive to WA? It's been a week and my book is nowhere to be found T_T , order number 5852700
Hi Mirgae, Delivery to WA can take anywhere from 4-6 working days. I've checked your order and it's on board for delivery today, right on time. Don't forget you can track the parcel by signing into your Booktopia account and clicking My Orders. Look for your order number, and then for the Invoices and Shipments section. There will be a tracking number here that you can click to be directed to the Australia Post website. This tracking number is also in the Shipping Notification email sent to you on the 29/06/17. Kind regards, Jessica Customer Service
I've preordered and paid a book on June 7th which was supposedly released on June 16, however I haven't got it yet. When I checked your website, my book was already released and ready to buy. I messaged you and called you so many time but no answer. How can I get you through and am really worried about it!
Hi Lotus, Sorry to hear about this! I'd like to look into it further, could I grab your order number? Kind regards, Jessica Customer Service
I have booktopia reader for my iPhone can I share with my laptop and how can I do this?
I'm not sure your local library might be able to help. NoneHi Liz, Sorry for the delay in answering your question! The Booktopia Reader app is intended for IOS and Android devices only however you can still access the eBook on a PC as well. The way to do this is by downloading Adobe Digital Editions and authorising it to your Booktopia account. You can find some instructions on how to download your eBook to your computer in our Help Centre (http://www.booktopia.com.au/helpCentre.ep?p=eBooks&o=reader-app#) - just look for the heading that says "Reading on a PC or Mac Computer, or eReader device". If you have any trouble with it do not hesitate to contact us via phone, live chat or email for some assistance. Kind regards, Jessica Customer Service
Can I read your eBooks on my laptop? I have successfully downloaded on my Samsung Note 5 but the type is so small, I have to read it with a magnifying glass, and a large one at that!
Thank you for your review. You should be able to increase the font size on your device in the Settings of your eBook. There will be a section called Text Size and a plus and minus sign that will increase or decrease the font size. You are able to read the eBook to your laptop as well. To do this you will need to download and install Adobe Digital Editions. Instructions for this are in our Help Centre. Click on eBooks under help topics and follow the instructions for "Reading on a PC or Mac Computer, or eReader device". Please don't hesitate to contact our Customer Service team if you need further assistance.Hmmm, I do not see the option to adjust text size????
Hi, how can I cancel my booktopia account?
Hey there, We're here to help, our Customer Service team can deactivate your account for you. Get in touch with us online through Live Chat, send us a message through My Account, or call us on 1300 187 187. We’re available Monday-Friday, 9am - 5pm in your time zone. If you'd just like to unsubscribe your account instead, you can manage your Newsletter Preferences in the My Account section which will allow you to unsubscribe all marketing communications if you wish. Kind regards, Booktopia Customer Service
Hello. After a very satisfactory first experience with Booktopia. I would like to ask if you can get into stock? BACK TO THE FUTURE ALMANAC. It is a book produced in the USA regarding the items available to collectors and fans alike. It is available through the bttf website but the delivery is from America and very high shipping costs. Regards Mark Chapman Perth WA
Hey Mark, As a fellow Back to the future fan, I understand your passion. Great Scott! We're not able to source this title from any of our suppliers - but maybe this one will take your fancy! http://www.booktopia.com.au/back-to-the-future-michael-klastorin/prod9780062419149.html Thanks for your recent 5 star review by the way, we're delighted. Kind regards, Nick Customer Service
Hi there, I would like to order the First Principals of Business Law textbook. Just wondering how long it may be before this book will be available for delivery? To my understanding it is a new book, however the booktopia website says that it is out of stock. Thank you!
Hi Emily, Sorry for the delay in getting back to you! First Principles of Business Law 2017 is now in stock and ready to ship. It would ship within 1-2 business days of ordering and then delivery depends on where you're located. If you have any other enquiries please do not hesitate to contact us. Kind regards, Jessica Customer Service
I am like Sheena. i put in Order No. 5192574 on the 4th January, 2017. Almost two weeks later, i have heard absolutely nothing at all about the delivery. If customers can't make contact, you have to ask: What's going on? i feel very uneasy about this and i am not looking forward to the consumer action that may be needed to resolve it.
Hi Bevan, Your order is a title that is from confirmed stock with our supplier and these are advised to take a little longer before they ship from our Distribution Centre (in this case it was advised at the time of ordering as shipping in 5-9 business days), and it did ship on-time. I can see you spoke with our team the other day and we upgraded this to Express Post just to get it to you quicker after we shipped it and that you have it now. We're conscious of the gap in communication between ordering and these types of orders being shipped and are putting in place some update communication to keep you advised of progress, even if there is nothing wrong with the order. I'm sorry this wasn't already in place to save you unnecessary concern. Kind regards, Alex, Customer Service ManagerThanks, Alex. I am pleased to reply that subsequent to my post, Booktopia dealt with the delivery issue very efficiently and promptly. Once i had got through by phone, the matter was settled quickly and the order arrived via Express Post within three days - well ahead of the likely date given. As Alex points out, it was the absence of update communication that spooked me a bit. As a consequence, especially now that i understand how Booktopia's administrative /delivery processes work, I would have no problems in ordering books through Booktopia again in future and recommending them to other customers. Bevan.
Hi, I have just ordered an ebook, downloaded the Booktopia app, and after much mucking about have managed to download and open it. I would prefer to read it iBooks as it is a much better app - can you please let me know how I do this? Many thanks.
Hi there, Our eBooks are not compatible with the iBooks app however we do have similar settings available. If you have any feedback that you think would improve the Booktopia Reader app please pass it along. We're very happy to assist you if you have any troubles in future, just get in touch. Kind regards, Jessica Customer ServiceThank you for responding. I disagree - I do not find the Booktopia app very useful at all and had I realised I would not be able to download a Lonely Plant book (which is compatible with many different formats and allows you to download it 5 times) I would not have ordered it from Booktopia. This is the first ebook I have bought where I cannot open it in iBooks. I am extremely disappointed and rather annoyed.
Hi there, it seems to be a common problem that people can't seem to get responses or get through on the phone. I have not recieved my order (4984478), have contacted Aus post who have said the sender needs to contact them to initiate an investigation into the lost item. If i cannot get through to you I cannot resolve this issue myself. Please contact me to organise a resend of the my order and start an investigation with aus post. Details in my 2 emails sent through my account linked to order number. Thanks.
Hi Sheena, I'm very sorry you've had difficulty contacting us. We have received many more calls (and contacts in general) than we had planned for and this has regrettably meant some long waits at times. I can see we have since responded to you and you have the parcel (now) but I have though lodged an enquiry with AusPost to investigate why this happened. I've also added a credit to your account for the mess-around. Kind regards, Alex, Customer Service ManagerI can confirm there's absolutely no hope of getting any response this time of the year. My books are supposed to be shipped within 1-2 days and it has been more than 4 business days and now there's no point of getting them in time for Xmas. No responses on either phone or emails. Request to cancel order was ignored. Completely unprofessional practice.
do you post to po boxes?
Yes we do and it's easy. Just enter the PO Box address just the same way you would for a house address. We also have options for Parcel Collect and Parcel Locker delivery as well.
Hi Booktopia team I bought "Harry Potter Hogwarts Collection" blu ray on 13/05/2016. Unfortunately, the second movie blu ray disc skips many times and is unwatchable. I haven't finished watching 4th, 5th and 7th movie discs yet, so I'm not sure about the condition of those discs. I found out the problem last month. Also, the box spine was torn while I got the delivery and I had to tape it together. I didn't contact you as I thought it was too late to ask for a replacement. When I found this review website, I thought I could ask you about it. Is there anything you can do now? My order number:4258496 Thanks and regards
Hi Anthony, So glad you asked us about this. We can totally sort that out for you and get you a replacement. As you've sent your order number already I'll contact you directly to make arrangements. Kind regards, Alex, Customer Service Manager
My order has been processing for 2 days and it hasn't stopped. When will it finish?
Hi Isaiah, Thanks for your message, have the books dispatched? If you'd like to reply with your order number I'll investigate. Warmest regards, Chance
Hi, I ordered a book by Danielle Steel not realizing it was a small paper back would I be able to arrange to get it swapped for a big one as I collect them and all are in the big version it called Friends Forever.Even if I have to pay the difference. Thank you C.
Hi Crissy, If you want to contact our Customer Service Team we can arrange the swap for you. You can call 1300 187 187; we're available Monday to Friday, 9am to 5pm Sydney time. Just remember for next time that you can find the details including the size and format in the Product Details tab on the listing. Cheers, Alex, Customer Service Manager
I placed an order on 12 February for 2 books which were debited to my PayPal account on that day. One book, Island Home, delivered in a timely manner. The second, Slow Stitch, has NOT been received nor credited to my PP account. Please advise status of the order or credit my PP account for $35.99 ASAP.
This is the sort of information I should have read before wasting my time and money with this business.Hi Judi, Apologies again for the inconvenience, it's been a pleasure dealing with you and I hope you're happy with the resolution to this situation. If you need anything else please don't hesitate to give me a call directly on 1300 187 187. Kindest regards, Chance (Booktopia Customer Service)