FREQUENTLY ASKED QUESTIONS

1. How quickly will my order ship once it is submitted?

If the shipping status for your order is incomplete on this site, please contact us at customerservice@hbgusa.com. For general reference, orders without specified arrive-by dates (where available and applicable) typically ship within 2-4 business days if all items are in stock and available.

If you'd like more information on transit times for small parcels shipped via UPS, please visit ups.com/maps. Please use 46052 as the ship-from ZIP code. *

2. How do I report a damaged book or make a shortage claim?

You may submit a damage, shortage, or wrong book shipped claim online through the Retailer Portal by selecting the invoice containing the damaged book you need to make a claim against. The new feature is in the "Start a Claim" link below the invoice on the invoice details page. You can alternatively click on the "Start a Claim" link while reviewing a shipment to begin the claim process. Build your claim and submit. You'll receive a confirmation email shortly.

For all other claim types, please email us at customerservice@hbgusa.com.

3. Where can I find additional information that is not provided here about my order for an event, such as an author signing?

Please call Customer Service at 1-800-759-0190 Monday through Friday from 8:30 AM until 5 PM EST.

4. What is HBG's Rapid Replenishment program?

This program is in place for independent retailers located in the United States with accounts in good standing and is applicable for orders received into Hachette Book Group's systems via electronic ordering platforms such as Edelweiss. The goal of the Rapid Replenishment Program is to have orders that are submitted to HBG by Monday at 3:00pm ET arrive at your store by Friday of that same week (except for weeks where a holiday falls on a Monday). No sign up is required. If your account qualifies for the Rapid Replenishment Program, and if your orders are received in time, the program should be in effect without additional input from you. If you have questions about the Rapid Replenishment Program, please reach out to your Sales Representative, or contact HBG Customer Service.

1. How does HBG handle returns?

This information is for overstock returns. If you have received damaged/incorrect items, please see our answer above regarding damaged products or shortage claims or contact HBG Customer Service by email at customerservice@hbgusa.com.

If you have a Returnable account, and you wish to return overstock returnable items, please follow the below information . If your account is set up as Non-Returnable, contact customer service via email at customerservice@hbgusa.com for assistance.

2. How long after an order has been received can I return it if I have a returnable account?

Returnable accounts can return any book for any length of time if the books are In Print and In Good Condition.

3. What is the address for returns?

For whole copy returns, please send to:

HACHETTE BOOK GROUP
Attn: Returns Department
322 South Enterprise Blvd.
Lebanon, IN 46052

For stripped returns ONLY, please send to:

HACHETTE BOOK GROUP RETAIL SALES & MARKETING
Attn: Stripped Cover Returns
326 South Enterprise Blvd
Lebanon, IN 46052

What is a Strippable Return?
To tell if an item is strippable, look for an inverted triangle with an (S) near the bar code.

Paperback Books with a retail price of $6.95 or less typically have Strippable Covers, regardless of product code (can be MM, TR, or PB).

Calendars are typically considered strippable, but the calendar cover with the barcode on it is required.

4. What if I am returning something to Hachette Book Group you that is not published by Hachette Book Group?

If you have any doubts as to whether something is returnable, check with Customer Service. We may accept returns on books that are Not our Publication (NOP) or Out of Print (OP) for a short period after they are declared NOP/OP. After that, NOP/OP returns are returned to the customer if the amount received in a CARTON is FIVE or more. If it is below this amount, the books are destroyed.

5. How long can a return credit take?

Returns processing can range from 2 to 16 weeks from the time of receipt at Hachette Book Group.

6. How can I determine if a product is eligible to be returned?

If you have questions regarding whether a product is eligible to be returned, please contact Customer Service at 1-800-759-0190 or customerservice@hbgusa.com.

1. I have a question about my account’s credit limit and or my bill/statement.

Please contact your Customer Financial Services Representative or call
1-800-234-5226.

2. Does HBG accept credit card payments?

HBG accepts credit cards as a method of payment at the time the order is placed or when paying a proforma invoice.

3. Can I pay my account balance with a credit card?

Credit cards cannot be used to pay at the account level (open invoices) or on orders that have previously shipped.

4. Is there a limit on how large an order I can place on my credit card?

Please note the below change in HBG’s credit card payment policy for US and Canadian Customers*:

Effective April 1st, 2019:

• Payment by credit card will only be accepted at the time Customer places an order with HBG.
• HBG will no longer process credit card payments for invoices..
• HBG’s monthly credit card limit is $6,000 per account.

*Note: This policy change will NOT affect International Customers (Account Prefix of 199). The policy change does apply to Canadian Customers.

As a reminder, the maximum allowable amount that a Customer may pay by credit card per month remains at $6,000 (USD or CAD).

5. Does HBG accept payments by check?

Yes. HBG accepts check payments. Checks greater than $5,000 are subject to a five (5) business day hold. HBG requests that payment being mailed, should be submitted with a REMITTANCE EXPLAINING WHAT ITEMS ARE BEING PAID, TO:

Hachette Book Group USA
P.O. Box 8828
Boston, MA 02114

All checks must be payable only in U.S. dollars and drawn on a U.S. bank.

6. Does HBG accept payments by wire transfer?

Yes. If you pay via bank wire transmittal or ACH, please be sure you detail your account number and invoices being paid and remit through our bank only to:

Citibank N.A.
New York, NY
Hachette Book Group
Account # 30646814 – Swift Code CITIUS33

All checks must be payable only in U.S. dollars and drawn on a U.S. bank.

7. Where can I find sales tax and tax exemption information?

Sales tax information and information about tax exemption can be found on Hachette Book Group’s website.

1. How can I contact someone?

If you have any questions about your order, order status, tracking or other service inquiries that are not answered on this portal, please contact us via the below:

To Place An Order:

United States: orders@hbgusa.com

Canada: ordercanada@hbgusa.com

International: international.orders@hbgusa.com

For other Customer Service Inquiries, Including Claims:

United States: customerservice@hbgusa.com

Canada: cscanada@hbgusa.com

International: csinternational@hbgusa.com

If you are unable to access the correct invoice you are looking for from your account on this site, please contact us at invoices@hbgusa.com

Prefer to call us? We are open Monday through Friday, 8:30am to 5:00pm Eastern, and can be reached at 800-759-0190.

2. I (or my customer) found a typo or a printing issue and would like to report it. How do I do that?

To report a typo or printing issue with a book from Hachette, please email details to
customerservice@hbgusa.com

3. Who do I contact for technical support?

For technical support issues, contact us at help@hbgusa.com

4. I think someone is stealing material from a book or product published by Hachette Book Group! How can I report content piracy?

To report online piracy regarding Hachette Book Group content, please visit the
Report Piracy page on HBG’s website. Thank you for helping us protect our rights and the rights of our authors.

5. Where can I find Special Offers, Out of Print notices, Catalogs, Discounts, HBG Sales Policies, ONIX information, and Indies Home Delivery?

This information can be found on the Booksellers section of HBG's website.

6. My question isn’t on this page. Help?

For even more retailer related information on topics such as copyright and permissions, international sales, ONIX, and general sales policies, please visit the Booksellers page on HBG's website.

For other, general information about Hachette and our products, please visit our main FAQ page or, please feel free to contact Customer Service at customerservice@hbgusa.com, or contact your Sales Representative.

1. What do the publication statuses mean in the Title Availability section of the Retailer Portal?

The publishing statuses used to reflect a title's current availability are consistent across all of Hachette Book Group USA’s business systems as well as our weekly ONIX file. These are the statuses and definitions we currently use:

1. IP (In Print): This title is in print and available currently

2. IP (In Print)(Hot Title):This is a high-demand title. Please contact your Sales or Customer Service Representative.

3. AOD (Available On Demand):This title is available to order on a “print on demand” basis and will be fulfilled.

4. OSF (Out Of Stock Forced):This title’s availability is currently uncertain, typically due to an internal reason - please check with your Sales or Customer Service Representative

5. OD (On Demand):This title’s availability is currently uncertain and is being considered for future print on demand status - please check with your Sales or Customer Service Representative.

6. NYP (Not Yet Published):This title has not yet published but we welcome your order and will ship it upon release.

7. OS (Out Of Stock):This title is currently out of stock but in most cases stock is on its way! Expected availability date is mm/dd/yyyy.

8. TOS (Temporarily Out Of Stock):This title is temporarily unavailable, typically due to an internal reason. Please check back later or check with your Sales or Customer Service Representative.

9. OSI (Out Of Stock Indefinitely):This title is no longer available in this format and we cannot accept backorders. Please try another format.

10. OP (Out Of Print):This title is no longer in print and we cannot accept backorders. Please try another format.

11. NOP (Not Our Publication):This title is not published or distributed by HBG. We have limited information about these titles.