Customer Service

Frequently Asked Questions

• How do your book series work?
• How quickly after placing my order will I receive my shipment?
• I've received a damaged book - what should I do?
• How do I obtain a postage-paid return label?
• How long does it usually take for my return to be processed?
• Will I always receive return correspondence when I e-mail you?
• How may I contact you by phone or mail?
• When will my credit card be charged with a 30-day preview period?
• What happens if your credit card payment amount is declined when submitted for approval?
• Can I pay by credit card using the same card as previously declined?
• Why didn't I receive this book?
• I want to return a book?
• I was billed the wrong price for a book?
• I have paid for my book already
• I have not ordered the book
• I thought my book was free with the magazine:
• Can you tell me about what books you are offering at a special introductory price?

1. How do your book series work?

   Many of our book offers are introductions into a series, like the Southern Living cookbook series. After your 30-day free preview period, you will be billed later for the cost of the book. You will receive additional books in the series (no more than two per year) and will receive advance notification before they are shipped to you. If you would like to receive each book, do nothing. It will be delivered right to your door. If you ever prefer not to receive a book in the series, or cancel out of the series, simply fill out the notification card as such and mail it back to us. No questions asked. There is never an obligation to buy a single book.
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2. How quickly after placing my order will I receive my shipment?

   We ask that you allow 3 weeks for orders.If you have not received your shipment within the allotted time period, please CLICK HERE
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3. I've received a damaged book - what should I do?

   We ask that you allow 3 weeks for replacements to arrive. If you need to request a replacement, please CLICK HERE
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4. How do I obtain a postage-paid return label?

   Oxmoor House guarantees the free preview by offering postage-paid return labels which may be used to return books free of charge.

   Click here to print your own merchandise return label. Please be SURE to include your invoice or account number with the return so that we may properly credit your account. Without this information, your return cannot be processed. If you do not have access to a printer, please call our Customer Service department at 1-800-633-4910 and we will send one to you.
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5. How long does it normally take for my return to be processed?

   Like outgoing shipments, returns also require 3 weeks for delivery and processing. It is possible for billing statements and returns to pass each other in the mail.

   If you have any questions regarding your account, please call us at 1-888-891-8935.
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6. Will I always receive return correspondence when I e-mail?

   We will always return an acknowledgement of the receipt of your e-mail to us. You can then be assured that a Customer Relations Representative will review your request and make any necessary adjustments to your account. If no acknowledgement is received, your e-mail did not reach us and you will need to send a new e-mail.
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7. How may I contact you by phone or mail?

   Our toll free number is:	1-888-891-8935
   Our mailing address is:	Oxmoor House Customer Service PO Box 62310 Tampa, FL 33662-2310
   Our hours of operation:	Monday through Friday 7:00 a.m until 9:00 p.m. CST, closed on Saturday and Sunday. Our call center is closed on the following days: New Year's Day 1/2/2017 Martin Luther King Jr. Holiday 1/16/2017 President’s Day 2/20/2017 Memorial Day 5/29/2017 Independence Day 7/4/2017 Labor Day 9/4/2017 Thanksgiving Holiday 11/23/2017 & 11/24/2017 Christmas Holiday 12/25/2017 New Year's Eve 12/29/2017

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8. When will my credit card be charged with a 30-day preview period?

   At the end of your 30-day free preview period, we will process your order and the credit card we have on file for you will be charged.
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9. What happens if your credit card payment amount is declined when submitted for approval?

   You will receive a manual statement advising you that your credit card payment has been declined. The summary will indicate the product shipped and total amount due. If you do not pay or return the book, a system generated billing statement will be issued approximately 28 days from the previous statement due date.
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10. Can I pay by credit card using the same card as previously declined?

    Our credit card system will not accept the same card, if previously declined. You may choose to pay with the following credit cards: American Express, MasterCard, Visa or Discover. Additionally, if you choose not to pay by credit card you may send a check for your total amount due.
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11. Why didn't I receive this book?

    We are so sorry you have not received your book yet. Our usual processing time for a shipment to arrive is 10-14 days. If it is within 10-14 days, be on the lookout for your book to arrive in your mailbox any day. If it does not arrive after 14 days, please accept our most sincere apology and give us a call at 1-800-633-4910.
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12. I want to return a book?

    A postage-paid return label can be printed from this web site, or if you do not have access to a printer we can send you a merchandise return label. Please call us at 1-800-633-4910 and we would be happy to send you a label.
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13. I was billed the wrong price for a book?

    We would be more than happy to adjust your bill accordingly. Please call Customer Service at 1-800-633-4910 and they will be able to help you. Please have your account number handy before you call. We are so sorry for any inconvenience this has caused you.
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14. I have paid for my book already

    Please allow 2 to 3 weeks for your payment to be applied to your account. You can also check with your bank to see if you payment has been processed. If you receive another bill please call Customer Service.
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15. I have not ordered the book

    Before we ship a book to customers, we send an advance notification letter in the mail letting you know it is on the way. Sometimes these notification letters get lost in the mail or discarded and if that has happened please accept our apologies! This letter states that the book is on the way and gives customers an option to not receive the book, or to cancel the series entirely. Please take a moment to look at the book that you have received and if you decide to keep it, great! You don't have to do anything and you will receive a bill in the mail shortly. If you do not want to keep it, you can print a merchandise return label off our web site and send it back free of charge. If you do not have access to a printer, call our customer service department at 1-800-633-4910 and we will send a label to you.
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16. I thought my book was free with the magazine:

    We are sorry for the misunderstanding. Please call the magazine's customer service number and they can help you with that offer.
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17. Can you tell me about what books you are offering at a special introductory price?

    Many of our annual and series books start out at an introductory price and then you will receive a book once or twice each year to preview as a part of our book programs. All of our titles can be purchased from book retailers. Our newer publications can be found at traditional bookstores as well as discount houses such as Sam's Club or Costco. These books as well as our older publications can also be purchased from online retailers such as Amazon.com.
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