Booktopia Questions

54 questions from our users
I placed an order #6097527 on 22/08/2017 and have not received 2 books. I've been on hold for 20 minutes now, I just need this order cancelled at this point as her birthday has passed. Any help?

Jonatan asked on Sep 19, 2017

Hi how can I change my credit card details? I have ordered books and forgot my credit card has been changed since my last purchase. Have been trying to change details on your site but cant. Been on the phone for 45 minutes. All I want to know how to change details as so I can put my order through again. Thanks

Marisa P asked on Sep 18, 2017

Hello, I have sent a message to booktopia in regards to my order (#6059909) which was placed on the 22nd of August 2017 and have not yet received my book and I have also not received a reply to my message or a shipment confirmation. I am just wondering the estimated time in which I will receive my book will be? Kind Regards, Elice Craig

Elice C asked on Aug 30, 2017

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Hi Elice,

I'm sorry for the delay in responding to this. I can see that my colleague has since cancelled this order and processed a refund as requested. If there's anything else we can help with please do not hesitate to get in touch.

Kind regards,
Jessica
Customer Service

Hi Booktopia, I have been very pleased with your company regarding past orders however I placed an order #5983051 on the 2/8/17 and received part of my order but am still waiting for 1 book. I have tried to contact you on several occasions via message and phone, waiting on hold for over 40mins. I'm on hold right now as I write this message. Could you please advise when my book will be sent as it was supposed to be a gift? Thanks, regards Kate.

Kate C asked on Aug 25, 2017

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Initiate a bank chargeback.

Hi Kate,
I'm sorry that you had difficulty getting through, we did experience some lengthy waits at that time which is regrettable.
I can see we cancelled this outstanding item as requested but because this left you disappointed I've added a credit to your account which you can use on another order in the future.
Kind regards,
Alex

I made an order (#6066033) earlier today (Tuesday) and called you guys several times a couple of hours later to cancel but no one picked up the phone. I then emailed you @ info to cancel the order, surprisingly this evening i received a message the item has been shipped. Can you guys issue my refund please? I do not want your shipment. And please make it easy for clients to contact you and cancel items online if they dont need it. Thank you

Grace asked on Aug 23, 2017

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Hi Grace,

Is that definitely your order number? It has a different name against it and this order hasn't shipped so I just want to make sure I'm looking at the right order.

Please get in touch with us via Live Chat or send us a message and choose the category "I want to make a change or cancel an order". These are responded to with the highest priority.

Kind regards,
Jessica
Customer Service

Hello, when should I expect a response from an email? Been 2 days now for a request for an update, still waiting on an order (5995076) made on 5/8/17. Anything at this point would be useful, feedback, tracking number or barring both of those, a refund on a canceled order?

Warren asked on Aug 18, 2017

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Hi Warren,

I'm very sorry for the delay in responding - I've responded to your email from this morning. Let me know if I can assist any further.

Kind regards,
Jessica
Customer Service

Hello, I ordered a book on 6th July 17 which was immediately debited from my paypal account. Currently the status is in progress - what does that mean? It is now the 10th August 17 and there is no new update. I have attempted to contact booktopia regarding my order #5880900 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 supply this book please contact me in order to arrange refund asap! Regards, Adele

adele maureen asked on Aug 10, 2017

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Sorry i cant help Adele i dont work at booktopia i am just a costomer like you .hope problem is resolved soon .regards Frances

Hi Adele,

I can see that you've since spoken with my colleague Kelly. Please be sure to get in touch if we can assist any further.

Kind regards,
Jessica
Customer Service

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.

Tiffany S asked on Jul 31, 2017

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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

Angela asked on Jul 23, 2017

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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 Service

Hi 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

Tara asked on Jul 20, 2017

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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

Dear Booktopia, I ordered a textbook on the 16th July which I need in time before uni commences. At the time of order it was in stock but I received an update on 18th July reading thete is "Currently no stock. Expecting more on 31-Jul-17". Does this mean booktopia will definitely have the book by the 31st? When can I expect to receive the textbook? If the issue continues will I be notified and given refund as I will have to look at buying the book elsewhere! My order number is 5914092. Thanks, Rachael

LisaBrinks asked on Jul 19, 2017

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Hi LisaBrinks,

Sorry for the delay in getting back to you! I can see that you've since cancelled this order and a refund has been processed. Please let us know if we 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?

Magpie asked on Jul 15, 2017

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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

Mirage asked on Jul 04, 2017

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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!

Lotus asked on Jun 28, 2017

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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?

Liz asked on Jun 15, 2017

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I'm not sure your local library might be able to help. None

Hi 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!

Keith E asked on Apr 30, 2017

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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.

Hi, how can I cancel my booktopia account?

Casey asked on Mar 15, 2017

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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

mark asked on Mar 01, 2017

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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!

Emily asked on Feb 08, 2017

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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.

Bevan D. asked on Jan 16, 2017

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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 Manager

Thanks, 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.

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