FAQ's


Q: WHAT DOES "PENDING" MEAN?

A: “Pending” is our website’s way of saying your order has been accepted by the system and in the que! You will receive an automatic email letting you know the order has been received! However the order has not been seen yet by the staff. When we have processed your order we will send you an order confirmation and your status will be updated to “payment received”, “processing” , or “completed” with further details in the email. 


Q: IS IT OKAY TO CONTACT YOU VIA SOCIAL MEDIA?

A: Absolutely! We do check our DM’s regularly, but not 24/7 so please be patient. We do not accept book submissions or resumes via social, but if you want to know more info or find the right contact you can always use the “contact us” button on our website. If you’re looking to find out information about an order or if a book is available please provide information (such as what you're looking for or the name you placed the order under) that you are looking for so we have the necessary info to help you! We cannot look up orders by user names or know intuitively what edition of a book you’re looking. We’re good, but we’re not that good.

 

Q: WHAT IS YOUR PHONE NUMBER? HOW DO I CALL YOU?

A: Currently we monitor our emails and text line (240-863-2087) every day during business hours of the store! Due to the incredibly high volume of orders, pickups, and appointments we currently have our phones off. Our numbers have been removed from our site and google page, so if you find a random number for us it’s not ours! 

 

Q: I WANT TO SEND A GIFT. CAN YOU INCLUDE A NOTE OR A GIFT RECEIPT? 

A: Please do! We will happily add a note to your order. Please just put your message in the “Comments” section during checkout. Gift receipts are not necessary for returns or exchanges at Loyalty, so we do not include them. Our contact information is inside the orders so if they want to change their gift we will take care of them for sure. 

 

Q: I SIGNED UP FOR AN EVENT AND I CAN'T FIND THE PASSWORD OR LINK! 

A: When you get the confirmation email from eventbrite or crowdcast the login information is there! Often you have to scroll toward the bottom, depending on the format (sadly we cannot control the formatting of other websites). Please read through your confirmation email and check your spam for the confirmation if you have yet to receive it! (Note that if you signed up on Crowdcast/Eventbrite that the email will be coming from their server, not Loyaltybookstores.com). Please know you can always email us at events@loyaltybookstores.com to help if you have any questions!

 

Q: HOW COULD IT TAKE SO LONG TO GET MY ORDER?!

A: First off, we’re sorry. Trust us, we’re losing our minds too. This is not our ideal nor our usual mode of operations. Before the pandemic, a typical order would take a week to complete. Now, due to the high volume in our small store and small staff and the massive delays at publishing houses, warehouses, and at the USPS we’re all doing our best but things are difficult. Depending on what you have ordered, it can take up to a month to get your order or longer if the title is backordered! We try to pull as much as we can right from our shelves, but if you have ordered a book that is backordered due to popularity, being an older title, being print on demand (as many self published or smaller press titles currently are), it can take longer. During the summer orders were taking several weeks, and now we are processing them within 2-5 days depending on volume! Some orders we are able to complete right away if the items are on the shelf or we can send them directly to you or your recipient from the publisher warehouse, but other titles are backordered or delayed, coming from across the country or waiting from a reprint from outside of the USA (did you know most art, kids, and cookbooks are not made here and literally come from a slow boat from china? Of course you didn’t! But yeah, the pandemic hasn’t gone away and this is still an issue). The best way to get an order quickly is to purchase the items in stock (you can see that below each item on our website) and to select “Ship as Available” (so we ship the books to you as they arrive and do not wait for the entire order to be ready) or do contactless pickup if you are local! 

If you are ordering something to be shipped and it is not unique to Loyalty (not a special gift item, bundle, or signed book etc) then we recommend using our Bookshop.org page! They ship directly to you and if you shop our page or using our affiliate link then we get a percentage of the sale. It ships a bit faster than we can if the book is not on our shelves! We have lists of recommended reading for all ages posted there as well. 
 

Q: HOW DO I MAKE A WISH LIST? CAN I SHARE IT WITH PEOPLE?

A: You can build a wishlist once you make an account! Create or log into an account on our website here and then add items to the wishlist instead of your cart. You can email your wishlist to people directly from our website under your account once it is created or email them a link! 

 

Q: DO YOU RECORD YOUR VIRTUAL EVENTS? CAN I REWATCH IT IF I DIDN'T MAKE THE EVENT? 

A: If you RSVP to an event and miss it, you can still follow the link in your confirmation email to watch the replay! We’re going to be putting up some of our favorite 2020 past events on our site in the new year (depending on publishing rights and permissions!) so stay tuned to the site, our social media, or newsletter for when those go live. 

 

Q: IF I ORDER A BOOK FOR PICK UP, CAN I GET IT TODAY?

A: Nope! But if it is instock, it will be ready for pickup shortly. Every order is handled by a human bookseller who is making sure everything is correct for you. If the item is ready for pickup you will be notified via email! 

 

Q: WHAT DO I DO WHEN MY BOOK IS READY FOR PICK UP? WHAT IS THE PROTOCOL?

A: Once you’ve been notified via email that your order is ready for contactless pickup, you can stop by the store you selected for pick up during our contactless pick up hours:

SILVER SPRING
TUES-FRI 12-6pm 
SAT 12/19 10am-6pm
 

PETWORTH
WED-FRI 12-6pm
SAT 10am-6pm


When you're at the store, you can just knock on the front door! One of our staff will be able to assist you with your pick up order. 


Q: ARE YOU OPEN TO THE PUBLIC RIGHT NOW? 

A: We are open in Silver Spring for appointment shopping and for contactless pickup. We are open in Petworth for our Window shopping and contactless pickup. You can see the hours and make an appointment here. We will be operating in this manner for the foreseeable future! Keeping our staff and community safe is essential to the heart of Loyalty. 

 

Q: HOW CAN WE SUPPORT YOU? 

A: THANK YOU! Your orders are definitely support and we are incredibly lucky to have such loyal customers (ha)! We also accept donations (after we meet our needs as a store we move any remaining money from donations to BLM DC or Feeding America), gift cards and memberships also help immensely with our store’s cashflow and benefit you in the long run (huzzah! Love a win win)! You can also gift memberships! Another hot tip is that our Loyalty Branded merchandise and cool gift items (like puzzles! Or bundles!) have a better margin than books (which will always be our heart) and help keep the store afloat! So get something a bit unusual and it goes a long way! 

 

Q: DO YOU LIKE BOOKSHOP.ORG? DOES IT HELP YOU?

A: Yes! We love Bookshop.org (full disclosure, Loyalty owner Hannah Oliver Depp sits on the board of Bookshop so… yeah, we’re Team Bookshop). If you want something shipped and you’re not getting something unique to Loyalty, we break even if you order using our affiliate site (make sure our logo is in the upper lefthand corner- follow the link from our main menu if you’re not sure). Right now, we get a high percentage of every sale so on shipping order we break even if you order from our Bookshop.org page OR in our store, and it is easier for us if you do the former. Contactless pickup orders and any unique Loyalty offers (Bundles, gift cards, signed books, and other goodies like swag must be done through our website, and not bookshop). But you want to send something quickly to someone (or surprise yourself with a treat)? Bookshop.org/shop/loyaltybooks is good for us. Thank you! 

 

Q: I WANNA LOOK COOL.

A: We do too. Might we suggest rolling socially distanced around town in some sweet branded Loyalty swag? Or you can support our Bonfire fundraiser and rock these limited edition merchandise items!