The following information pertains to orders placed on this site.
Customer Service
Please email us at CustomerService [at] LostBuxton [dot] com. This email account is actively monitored so we will get back to you as soon as we can, usually within an hour or so.
Our official office hours are Monday-Friday, 9-5. We will definitely get back to you same day if we receive your email during those hours. But since we are a small business and are oftentimes online, you will probably get an email from us if we receive your emails outside of those hours. Unless we are asleep. Or walking our dogs.
Accounts
Creating an account allows the following benefits: (1) Once you place an order, you are able to log in and check the status of your order, (2) your shipping and billing information is saved for future use and (3) you can opt-in to Rachelle’s newsletter for Buxton news.
No credit card information is saved.
Orders
On your credit card statement, the business name will appear as “Rachelle Chase.”
Orders are shipped Monday-Friday. Orders placed before 2:00 PM will be shipped the same business day. Orders placed after 2:00 PM will be shipped the next business day.
An email will be sent to you once your payment has been successfully processed and again when the order ships. If you registered/created an account at the time you placed your order, you can also log into your account to check the status of your order.
In your account, if you see an order status of “Awaiting Customer Response,” this means there is a problem with your order and we have contacted you (or have attempted to contact you) and are awaiting action from you before we can continue processing your order.
Refunds
Refunds are accepted on books that are in new condition, i.e., no folded pages or covers, no covers with creases, no markings, etc. Unfortunately, we cannot accept refunds on books with personalized inscriptions.
To request a refund, please send an email to CustomerService [at] LostBuxton [dot] com to let us know you will be returning (an) item(s) . We will then provide you with a refund number. Please include the reason for the return. Is there anything we can do to make things better? If so, please let us know.
Refunds must be requested within 7 business days of purchase.
Shipping
Presently, the only shipping carrier we use is the United States Postal Service (USPS). The Shipping Options are: Standard (First Class), Priority Mail, Express Mail, which is next day, and Media Mail (Book Rate). Estimated shipping times for these options can be found on the USPS website.
When you order has shipped, the tracking information (if shipped Priority or Express Mail) will appear in your Account, as well as on the Shipping Confirmation Statement, which will be emailed to you. To track your package, enter the tracking number at the USPS website.
Free Author Zoom Appearance
From now until February 28, 2021, if you have ordered 5 or more books, you are eligible to request Rachelle Chase to speak to your group.
To request Rachelle to speak to your group via Zoom, click “Store”, then click the “Select Options” button on the “Invite Rachelle to Speak to Your Book Group” product. There you will see a “Submit Inquiry” button. Click this button and, in the message text: (1) If you have a date and time in mind, enter that or (2) if you have not yet decided on a date and time, indicate that you would like to invite her but do not yet know when. This will put you on our radar to follow-up with you if we have not heard from you in a few weeks.
The system will allow you to submit a request regardless of whether or not you have placed an order, however, this offer will only be available if 5 or more books have been purchased.
Once your order has been processed, you will be sent an email with a link to a calendar to request your desired date/time.
Zoom appearances can be scheduled any available day in 2021. You have 60 days from the date of purchase to request a date and time.
eGift Cards
eGift Cards can be purchased in denominations $25 – $100. The denomination is selected when “Select Options” button is clicked for the eGift Card product. Recipient details are also entered here.
eGift Cards cannot be refunded if they have been redeemed. However, if the eGift Card has not yet been redeemed you can make changes. For example, if the recipient has not received it or you believe you issued it to the wrong person, we can void the number and reissue the eGift Card to the recipient with a new number. The email address and message text can also be updated. Just email CustomerService [at] LostBuxton [dot] com with the desired changes and we can reissue an updated eGift Card.
Coupon discounts do not apply to eGift Card purchases.
More Questions?
Please email us at CustomerService [at] LostBuxton [dot] com.