Where we ship
We ship to all 50 states, Washington DC, Puerto Rico, Guam, the US Virgin Islands, American Samoa, the Northern Mariana Islands, and APO, FPO and DPO military addresses. PO boxes are fine. Shipping is included in every plan price.
We don’t ship outside the US yet. Sign up for The Stray Times at the bottom of any page and we’ll tell you if that changes.
When your box ships
- Renewal day: your box is created and paid for.
- Within 1 business day: a curator matches and checks your books. Your clue cards appear in your account.
- Within 3 business days of renewal: your books are wrapped, packed and handed to USPS. We email you a tracking number.
- 2 to 8 business days later, usually: your box arrives. Your account shows an estimated delivery window for every box.
Business days are Monday to Friday, excluding US federal holidays. Your first box ships within 3 business days of signing up.
How it travels
- USPS Media Mail for boxes of books. It’s the service USPS offers for books and keeps our prices low. USPS doesn’t guarantee Media Mail delivery times; most boxes arrive in 2 to 8 business days, and some take longer, especially in December. Media Mail parcels can be opened by USPS for inspection.
- USPS Ground Advantage when your box includes non-book add-ons such as tea or a book sleeve, because Media Mail can only carry books. This is usually faster, typically 2 to 5 business days.
Every box has tracking. You’ll find the tracking link in your shipping email and on the box in your account.
Holiday dates
The post is busiest in December and Media Mail slows down. To give a box the best chance of arriving by December 24, subscribe or buy a gift by December 9. Gift e-cards can be scheduled for any date, so you can always give the gift on time, even if the first box arrives later.
Changing your address
Update your shipping address in your account any time before your box ships. Once a box has shipped, we can’t redirect it, but you can ask USPS about forwarding. If a box comes back to us because of an incorrect address, we’ll contact you and resend it once you’ve confirmed the address. [Decide whether to charge for resends caused by wrong addresses.]
Damaged books
If a book arrives damaged beyond the grade we gave it, or a box was crushed or soaked in transit, use “Report a problem” on the box in your account, or contact us, within 30 days of delivery. A photo helps. We’ll send a replacement book matched to you in your next box, or add credit for it to your account if you prefer. You don’t need to send the damaged book back.
Late or missing boxes
- Tracking hasn’t moved for 10 business days: tell us and we’ll investigate with USPS and, if needed, send a new box or refund that box.
- Tracking says delivered but you can’t find it: please wait one more business day, and check with neighbours and your building’s mail room. Then contact us and we’ll work with USPS on a search. If it doesn’t turn up, we’ll replace it. [Decide a limit, for example one replacement per 12 months for delivered-but-missing claims.]
Duplicates
We never send a book on your “already read” list or a book you’ve already had from us. If you receive one you’ve read but hadn’t told us about, add it to your read list under Taste in your account so it never happens again. If we sent a book that was already on your list or already sent to you, use “Report a problem” on the box and we’ll add a replacement book to your next box. Either way, keep the duplicate: gift it, leave it in a Little Free Library, or include it in a trade-in for credit at the Very Good rate.
Returns and refunds
- Because our books are pre-loved and matched to you, we don’t accept returns of delivered books for a refund.
- If a book simply isn’t for you, rate it one wag within 30 days and the Bad Match Guarantee adds $3 credit to your account, once per box.
- Boxes that haven’t been matched yet can be refunded in full. See Refunds in our Subscription Terms.
- Refunds go to your original payment method, usually within 5 to 10 business days.
Sending books to us
For trade-ins of 10 or more books, we email you a prepaid shipping label after you submit your list. For smaller trade-ins, send them by Media Mail at your own cost, or keep adding books until you reach 10. Pack books snugly so they don’t slide around. We credit books we accept after inspection; books we can’t use are donated or recycled and not returned. Start a trade-in.
Questions? Use the contact form or email [support email]. We reply within 1 business day.