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We hope you have a great experience with the Jennifer Donnelly Store, and your expectations are exceeded in every way!
In case you have any quesitons about or problems with your order, please see the details below:
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, where the item ships from, and whether you’re ordering merchandise (mugs, bags, etc.) or books.
Shipping estimates for merchandise (mugs, bags, etc.):
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
Shipping estimates for books:
- USA: 5 business days
- International: 10–20 business days
Unfortunately, due to supply chain issues, our fulfillment times may be longer than usual and may remain unpredictable until things get back to normal. We’re seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
Please Note: We have noticed particular delays with the Revolution beanie, which may take up to 3-4 weeks for US orders.
Where will my order ship from?
First-edition books are shipped directly from Jennifer’s office in New York.
Merchandise (mugs, bags, etc.) are manufactured by an on-demand order fulfillment company with facilities worldwide. They generally ship from their location closest to you.
Do you ship internationally?
Yes! Our merchandise is produced and fulfilled by a global on-demand fulfillment that ships just about anywhere.
We have the ability to ship Jennifer’s books to most markets worldwide, but we have only a limited number of delivery countries/regions currently set up in the system. If you do not see your country available as a shipping location when you place your order, please send us an e-mail at customer_service@jenniferdonnelly and we will set it up for you!
How much is shipping?
Shipping charges vary depending on the product, shipping location and your receiving location. This charge will be computed and shown on your checkout screen before you place the order.
Books are shipped directly from Jennifer’s office in New York. We ship all books Media Mail in the USA (flat rate of $7.50) and First-Class Package International Service to international locations (the price varies depending the destination and is based on the US Postal Service rate zones … but unfortunately, international shipping from the US isn’t cheap!). For special book orders, we can offer expedited shipping — please leave a note on your order form and e-mail us at firstname.lastname@example.org and we can make arrangements.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
We have shipped to the UK and Australia, and customs in these countries have not imposed fees beyond the shipping charges computed on our site.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at email@example.com with your order number and we’ll investigate on our end.
How do I track my order?
In the case of merchandise (mugs, bags, etc.), you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org.
Books are shipped through the U.S. Postal Service Media Mail (U.S. delivery) or First Class Package International Service (delivery outside the U.S.) You’ll receive a tracking code in either case. Please note that the tracking ability in the destination country varies, as does shipping time. We have successfully shipped and tracked books to the U.S., the U.K. and Australia.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged or you received the wrong product. To help us resolve this for you quickly, please email us at email@example.com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
What’s your return policy?
Our policies for books and merchandise (mugs, bags, etc.) are different.
Because of the personalized nature of the signed, first-edition books available on Jennifer’s store, all book sales are final. We take great care to package these books securely and we ensure they are in pristine condition when we ship them; if your book is badly damaged in transit, please contact your shipper to file a claim and us at firstname.lastname@example.org and we can explore next steps.
In the case of merchandise (mugs, bags, etc.), we can offer a refund if you receive an incorrect or damaged item. If this is the case, please contact us within a week of receipt at email@example.com and we will help process your refund/exchange.
Can I exchange an item for a different size/color?
Due to our manufacture-on-demand model, we cannot offer exchanges for different colors/sizes. If you’re unsure which size you want, check out our size details included under the “Description” tab of every item listed on our store. Though rare, it’s possible that an item you ordered was mislabelled or you receive the wrong color/size. If that’s the case, please let us know at firstname.lastname@example.org within a week after receiving your order. Include your order number and photos of the mislabeled/incorrect item, and we’ll send you a new one, or issue a refund!