If you're in Germany or Spain, we've noticed more book cancellations lately because of limits on shipments across borders. These cancellations happen mostly when Amazon's stock runs out locally, as they don't ship items outside the EU. Usually, we give up to 5 working days for a book to be sent out. If it can't be sent within that time, we'll cancel the order and refund you.
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To have more information about this, please check this article.

When the system was in the process of purchasing the request, that particular resource could be either of the following at that time:

If it's not available at the moment to purchase, the system cancels your request automatically and refunds your credits immediately.

Amazon's information on the book and availability are very dynamic and our prices/stock and information shown on the platform are not live, so it constantly restocks and updates its inventory or information with no prior notice. If you see that the book is back in stock or the delivery date is less than 2 weeks, please feel free to request it again.

At the moment we don't have an automatic system that sends you a tracking number/tracking info for your request. The tracking status of your request is managed manually by our team when requested by the user. Should you need further information, please feel free to contact us.

Our policy prohibits using anyone else's information, and we only handle requests on behalf of the user. Therefore, all the details we use belong to the learner.

If you are planning to move (regardless if it is business or personal travel) for more than a month to one of the following countries:

Please ask the Admin of your organization to change your content region so you can still request physical books based on your temporary content region. Don't forget to reach out to your Admin to change back your content region once you are back to your permanent geographic location to avoid any issues on requesting from our platform.

Note: You are unable to request any physical books if you are outside of those mentioned content regions. At the moment, it's not possible to make cross-region requests.

Currently, we lack a system to postpone or hold requests once they enter our fulfillment pipeline. Approved requests are promptly processed for immediate purchase by our system. Consider informing a fellow resident or neighbor about the expected package. Alternatively, if no one can collect the request, we'll make an effort to cancel it on Amazon as per your request.

Upon approval of your request, it will be automatically sent to Amazon for purchase. Unfortunately, we cannot modify any of the information you provided, including the delivery address. Nevertheless, there are situations in which we can cancel the order, specifically if the book has not been dispatched. Please contact us immediately, and we will make every effort to cancel your request with Amazon. Subsequently, you can initiate a new request for the book with the correct address.

For more information about updating the shipping address, please visit our article here: Update Shipping Address.

The book should not be more than 14 days old from the date of purchase. Depending on your area, you might have two options on how to return it, either the pick-up or drop-off. You need to contact us so we can request a return confirmation from the provider.

Note: These two return options depend on the return policy of what Amazon region you are located in. This can take up to 15 working days to be completed, depending on the times of shipping and such.

Once you receive a notification from us that we have successfully purchased your book, you should receive it in not more than 10 days. Please confirm if you have already checked with another resident at your address, in your mailbox, with your next-door neighbors, or in the reception if you have.

If you still haven't received or found your book after checking it as we suggested and one week has already passed, please contact us so we can reach out to the provider to find a solution. If you fail to report any missing orders or book issues within 30 days, Amazon won't be able to provide a replacement or refund for your book, in accordance with their policy.

We are only able to purchase new books from Amazon.

Unfortunately, there is no option for additional instruction for the delivery as the system will consider the address that you provided. To provide more context on how your request for an Amazon book is processed, once it's approved, it's automatically forwarded to Amazon for immediate purchase using the provided details. Therefore, there's no option to give additional instructions on how you want it to be delivered. This is how our system operates.
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We try our best to reflect our providers’ prices as accurately as possible. However, Amazon books in our platform are not live and prices may change from time to time without prior notice. In case the price of the book is higher from Amazon, we will cancel and refund the request.

These are some of the reasons why your book was canceled:

For more information, please visit our article for cancelled requests.

You can get in touch with the admin of your organization to top you up with an extra budget. Otherwise, your approver won't be able to authorize your request.

You need to ensure the following: