top of page

Frequently asked

QUESTIONS

  • What’s your return policy?
    We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by reaching out on our contact page.
  • Do you offer refunds?
    Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please reach out to us at our contact page with photos of wrong/damaged items and we’ll sort that out for you.
  • Can I exchange an item for a different size/color?
    At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know on our contact page within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
  • I have a question about refunds/cancellations not addressed here, who can I contact?
    For all other questions or concerns regarding refunds and cancellation, we advise reaching out to support@overthetallshelf.com
  • Where will my order ship from?
    Currently we work with an on-demand order fulfillment company with facilities worldwide.
  • When will I get my order?
    Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows: ● USA: 3–4 business days ● Europe: 6–8 business days ● Australia: 2–14 business days ● Japan: 4–8 business days ● International: 10–20 business days
  • Will I be charged customs for my order?
    An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
  • My order should be here by now, but I still don't have it. What should I do?
    Before getting in touch with us, please help us out by doing the following: ● Check your shipping confirmation email for any mistakes in the delivery address ● Ask your local post office if they have your package ● Stop by your neighbors in case the courier left the package with them If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at support@overthetallshelf.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
  • How do I track my order?🚚
    You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at chat or reach out at our contact page.
  • I received a wrong/damaged product, what should I do?
    We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@overthetallshelf.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
  • What payment methods do you accept?
    Currently, we accept: Visa, Mastercard, Amex, China Union Pay, JCB, Diners, Discover, Electron, Maestro We also use: Apple Pay, Google Pay, Wix Point of Sale, Stripe, Pay Pal, Point of Sale (Provided by Square)
  • Can I order from outside the United States?
    No, currently we only operate within the United States. However, we are looking into to gradually expanding the territories we operate in.
  • What is Over The Tall Shelf?
    We are a small indie book publishing company based in Northern California, we publish kid literature for ages 8 - 12.
  • What is your mission statement? 🌟
    In a world saturated with run-of-the mill stories and retellings, we strive to deliver odd stories, less conventional protagonists, and charming settings that differ from the norm. Stories that invite you to look over the tall shelf of been - theres and done-thats, to pick something that may invite head-scratches, but will give you a fantastically charged change of pace.
  • What's up? 🪁
    The sky. As in the sky's the limit when it comes to us creating amazing books for your young readers!
bottom of page