Frequently Asked Questions

General

Where is TLCB located?

We're located in SK, Canada.

What are the operating hours for customer service at TLCB?

Our customer service is available from 10 AM to 5 PM CST, Monday through Friday. Emails sent outside these hours will be addressed on the next business day in the order received.

Please note that we are closed on all holidays.

Inquiries through social media are unmonitored. For any questions or concerns, please use our customer support form.

How do I stay updated with TLCB?

Subscribe to our newsletter on our website and receive the latest updates, special offers, and exciting news delivered straight to your inbox. Be the first to know, always!

Follow us on Instagram @theloveclubbookshop and dive into behind-the-scenes excitement, visuals, and a whole lot more!

Join the club on Facebook in The Love Club Bookshop Community to connect with fellow romance enthusiasts, share your thoughts, and enjoy exclusive insider perks!

As an author, how can I partner with TLCB?

Thank you for your interest in partnering with TLCB! 

If you have an 18+ romance book you'd like to feature in one of our boxes, please fill out our Author Submission Form. 

For any inquiries or concerns regarding this process, please don't hesitate to contact us via email at contact@theloveclubbookshop.com.

As a social media influencer, how can I partner with TLCB?

Thank you for your interest in partnering with TLCB! 

We are thrilled to collaborate with social media influencers and content creators like you who wish to participate in our promotional sign-ups and receive our PR boxes. To get started, please take a moment to fill out our Influencer Masterlist Form. Through this program, we will periodically send sign-up forms for our boxes and merchandise.

Please note that signing up for this list doesn't guarantee an immediate PR box. Success is more likely for those who have engaged with with our company in the past. Due to the volume of applications, only successful candidates will be contacted to receive our items. Your understanding and continued interest mean the world to us!

Orders and Payments

How does your preorders work?

  • Pre-Order Duration and Inventory Limit: Our book boxes are available for pre-order for a duration of 2 weeks or until the inventory limit is reached.
  • Anticipated Shipping Date: Following the end of the pre-order period, production and shipping will commence as scheduled. The anticipated shipping date is indicated in the product listing.
  • Payment: Your card is charged for the full amount of your order on the day of purchase.
  • Communication and Updates: Updates on the manufacturing process and shipping progress are communicated through our Shipping Updates page, as well as via email and social media. 
  • Tracking Information: Once your pre-order is ready for shipment, tracking information will be provided.
  • Refund Policy: As outlined in our Return and Refund Policy, we generally do not offer refunds, and all sales are considered final. Please review our policy, ensuring you are familiar with the conditions and timelines applicable. 
  • Customer Support: Should you have any inquiries or require assistance regarding your pre-order, our customer support team is ready to help. Contact details can be found on our website.

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard, American Express, Discover, Diners Club, and Interac.

We also accept digital wallet payments, including Apple Pay and Google Pay.

For a faster checkout, use our secure Shop Pay feature.

What should I do if I haven't received an order confirmation yet?

Please ensure that you receive an order confirmation within 2 hours of placing your order. If you do not find the email in your inbox, we recommend checking your spam folder. If it is not located there, it is possible that your payment is still pending, indicating that your order has not been confirmed. We suggest reviewing your bank statement for verification. 

If the payment has been processed but the confirmation email is still missing, please contact us, and we will be happy to provide further assistance!

Will you be restocking any of your special edition books?

As of now, we do not have any plans to restock any of our special edition books. However, we may consider reprints for certain titles in the future, depending on the level of demand. We strongly recommend purchasing during the preorder period to secure your copy, as reprints are not guaranteed.

What is the preorder limit for your special edition books, and what should I do if I want to purchase multiple copies for friends?

The preorder limit for our special edition books is one copy per person. Duplicate orders from the same account will unfortunately be cancelled.

If you are purchasing for a friend, we recommend creating and placing orders from separate accounts. This will help ensure a smooth shipping experience for both you and your friend and avoid any potential order cancellations.

Can I cancel my order?

Unfortunately, once your order is placed, we do not allow cancellations. However, if you have any concerns or specific questions about your order, please feel free to reach out, and we'll do our best to assist you.

Shipping and Delivery

Does TLCB ship to my country?

At TLCB, we offer worldwide shipping to reach customers everywhere. However, there are some countries we can't ship to due to Canada Post restrictions and service suspensions. You can check the latest list of affected countries on the Canada Post Service Alerts Page.

Please keep in mind that shipping rates are set by our carriers, and international customers are responsible for any additional duty, tax, or customs fees upon delivery.

We're always looking for ways to reduce shipping costs and appreciate your understanding and support as we continue to improve!

Do I need to cover any customs charges?

Yes, all international orders are subject to duty, tax, and customs collection fees determined by the importing country. These charges are the responsibility of the customer and are not included in the order and shipping total. Customs policies vary by country and are based on the product value, so we recommend checking with your local customs office for more detailed information.

When will my order ship?

The timeline for processing and shipping your order depends on several factors, including:

  1. Pre-Order Details: Every pre-order includes an approximate shipping timeframe. For more details regarding your order, you can check the estimated shipping timeframe provided in the product listing or visit our Shipping Updates page on our website.
  2. Order Volume: During periods of high demand, there might be a slight extension in processing times as we strive to fulfill orders efficiently while maintaining our commitment to quality.
  3. Weather Conditions: Unexpected weather conditions can sometimes affect the processing and delivery of orders. Even though we try our best to avoid any issues, it's worth knowing that, since we're in Canada and it's mostly winter here, certain weather events might slow things down a bit.
  4. Holidays and Weekends: Order processing and shipping may be influenced by holidays and weekends as our operations are closed during these times. Additionally, shipping carriers may operate with reduced hours on these days. We appreciate your understanding during these periods, and rest assured, we are dedicated to ensuring a smooth and efficient process as soon as regular operations resume.

Generally, once we've received all supplies from our printers, order processing takes approximately 14 business days. A confirmation email with tracking details will be sent to you once your package has been shipped.

When will my order arrive?

The delivery time depends on your location and the shipping method you selected. For Canada, standard shipping usually takes 3-7 business days, while international shipping can vary and may take up to 21 days.

Where can I find shipping updates?

You can find all of our shipping updates here.

Can I combine my box and shop orders for shipment together?

Unfortunately, special edition boxes cannot be combined with other shop orders. Your shop orders will always be shipped separately from your special edition boxes. To ensure a smooth process, please purchase the boxes and shop products separately; combining them may result in order cancellation.

What happens if my package is returned to sender?

If your order is returned to us, it may be due to an invalid shipping address or your package has not been collected from your designated locker or carrier office. Unfortunately, refunds cannot be provided for orders falling under these circumstances; however, we do offer the option of reshipment upon receipt of the returned package, subject to an additional fee. 

To avoid such issues, we kindly ask you to double-check and confirm the accuracy of your shipping address before dispatch, as modifications are not possible once shipped. If you need to update your address post-shipment, please contact the carrier directly; however, be aware that they may charge a fee for this service.

Your understanding and cooperation in ensuring a seamless delivery process are deeply appreciated. Thank you for your attention to these details, and should you have any further questions or concerns, please do not hesitate to reach out to us.

Missing Box or Items

What should I do if my package is lost or stolen?

If your package is marked as delivered but you can't locate it, kindly double check your mailbox or front porch. Consider reaching out to your nearby neighbors, as there's a possibility it might have been mistakenly left in one of these locations.

In the event that you do not receive your package, please reach out to us as soon as possible. Make sure to include your order number and tracking information, and we'll be more than happy to help you out!

Please note that we require a payment to cover the re-shipping fee; however, the cost of the products will be covered by us.

What should I do if there is a missing item in my box?

We are so sorry for the inconvenience! If something's missing from your box, please contact us within 7 days of receiving it, and we'll get that missing item sent your way.

Account

How do I change my address?

To update your shipping address:

  1. Log into your account on our website.
  2. Select 'View Addresses' under 'Account Details.' From there, you can add a new address, edit your current one, or delete it as needed.

To update your address for paid pre-orders, please contact us directly. Do not update your address within your account, as this adjustment will not change any previous or existing orders and will only affect future orders.

How can I change the address for a paid order?

If you’ve already paid for your order, please reach out to us to request an address change. Please do not update your address within your account, as this adjustment will not change any previous orders and will only affect future orders.

As part of our commitment to ensuring accurate and timely deliveries, an address verification email will automatically be sent to you 24 hours prior to initiating the packing process. If you need to change your address, please contact us immediately within this 24-hour timeframe. Once the shipping label is printed and the package is handed over to our carrier, we won't be able to make any more adjustments.

Returns and Refunds

Can I return or exchange my order?

As outlined in our Return and Refund Policy, we generally do not offer refunds, and all sales are considered final. However, there are specific circumstances, such as receiving a damaged item, where we may consider exceptions. If you have concerns or specific issues with your order, please contact us and we will assess your situation on a case-by-case basis.

Can I get a refund for my order?

As outlined in our Return and Refund policy, we generally do not offer refunds, and all sales are considered final. However, there are specific situations, such as receiving a damaged item or late delivery beyond 30 days from the promised date, where a refund may be considered. If you believe your case falls into one of these exceptions, please contact us and we will assess your situation on a case-by-case basis.

What criteria must be met for replacing my book?

To qualify for a replacement of your book, it must meet certain criteria related to damage upon delivery. Here are the qualifying conditions:

  1. Torn or Missing Pages: If your special edition book arrives with torn or missing pages, you may qualify for a replacement.
  2. Significant Cover Damage: If the cover of your special edition book arrives with significant cover damage, including scratches, marks, or residue, making it unsuitable for display or reading.
  3. Dented or Crushed Corners: Significant dents or crushing of the book's corners that hinder its aesthetic or structural integrity qualify as damaged. Note that minor dents will not be accepted; the damage must be significant.
  4. Off-Center Edges with Design Cut-Off: If the edges of the printed design are off-center to the extent that part of the intended design is cut off, it qualifies as damaged.

It's important to contact our customer service within 3 days of receiving your order if you believe your special edition book meets any of these criteria. They will guide you through the process of obtaining a replacement or refund.