| |
 |
|
|
• Do you ship internationally?
• How long will it take for my internationally shipped package to arrive?
• How do you ship domestic packages, and how long will it take to arrive?
• I hate UPS, can you ship through the post office?
• Neil says on his website that we can send things to you and he will sign them, is this true?
• What about getting items I buy from the site signed?
• Additional shipping? What?
• I need my books/comics/monkeys NOW! Do you do rush shipping?
• Why haven't I received a reply to my order?
• Can you get me a copy of the Vertigo Tarot or other out of print items?
• You carry a lot of Dave McKean's books. Can you get them, and ones I send you, signed for me?
• Why am I being charged an additional $10.00 for shipping if my package has already arrived?
(or "You'd be amazed at how many people don't know where they live")
• What exactly do these color coded text things at the bottom of certain items mean?
(or "Our handy stock and shipping updates, and how they can make everyone's life easier")
• How do I contact you? / Is there a way to place my order that doesn't involve the web form?
• What is your return policy?
• What forms of payment do you accept?
Do you ship internationally?
Yes, via USPS Air Mail.
All orders that are shipped internationally will be QUOTED EXACT SHIPPING.
The amount that the shopping cart states for shipping is a very rough estimate. The cost of international shipping from the US has increased significantly in the past few years, so if you have placed international orders in the past please keep in mind that the shipping charges will be higher than your previous orders.
How long will it take for my internationally shipped package to arrive?
Air Mail can take anywhere from 2-6 weeks depending on the destination. When e-mailing concerning late air shipments keep in mind that we don't go to the post office every day (usually only once a week) and that will add a few days to the 'in transit' time of your package. Also, before emailing us, please check both your local customs office and your local post office in case the package is being held there.
DreamHaven has been shipping internationally for a really long time and a package has never been lost forever. Don't worry, it will get there.
How do you ship domestic packages, and how long will it take to arrive?
Our preferred method of shipping within the US is UPS Ground. The official statement from UPS is that it takes 5 business days. However if you live close to Minneapolis, or even in the surrounding area (i.e. Chicago) it can be as quick as 2. If you live on one of the coasts though, it usually takes 4 or 5 days.
There is a page on the UPS site that will provide you with a map of delivery times. The page is [http://www.ups.com/maps?loc=en_US], and it will ask you for an origin ZIP code. Simply enter "55406", and it will generate the map for you.
I hate UPS, can you ship through the post office?
Yep, just select 'Domestic USPS' from the shipping options. It's the same price as UPS shipping, and all packages using this method are sent via Media Mail. Please do keep in mind that we only go to the post office once a week, which can add anywhere from 0 to 7 days to the package's 'in transit' time.
Note: Orders shipping to PO Boxes, APO and FPO addresses must be shipped via the Post office.
Neil says on his website that we can send things to you and he will sign them, is this true?
No. We are sorry but we cannot accept books shipped to us or books dropped at the store for signing.
What about getting items I buy from the site signed?
If the item says 'Signed Copies Available' in the description it means we have in store stock of that item signed and you just have to ask for a signed copy in the 'Signing Information' section of the checkout form.
PLEASE NOTE: There have been changes to our signing policy.
Additional shipping? What?
Some of the items that we offer are awkward sizes. Usually, this in and of itself will not increase the shipping. But, if you order say, a wall scroll and a graphic novel, this presents some difficulty in terms of packing everything securely and safely. Unless you want us to try to roll it up, a graphic novel is just not going to fit in a tube, and a wall scroll is just not going to fit in a box. And so, we must ship them separately, and that is more expensive. We do what we can to keep shipping prices reasonable, it is not actually our goal to gouge you.
UPDATE: Some of our items are also really heavy (i.e. The 'Absolute' editions of the Sandman and Death comics). These items have an additional shipping charge that is specified on their info page.
I need my books/comics/monkeys NOW! Do you do rush shipping?
We can try and accomodate your requests for rush shipping, however, the item(s) you want rush shipped must be in stock. You can put rush shipping requests in the 'Special Instructions' section of the order form, and if we can accomodate them, we will reply with a price quote.
Please keep in mind though that items sometimes go out of stock before the change can be reflected on the website. Also, the store that processes the site's orders is only open Tue-Sat Noon-7pm, and the person who processes/packs the order is sometimes required to be out of town.
Why haven't I received a reply to my order?
The shopping cart sends us an e-mail of your order when you place it, it will also send you a short confirmation that the order went through. If all your items are in stock and there are no problems with your order, it will simply be processed and shipped as soon as possible. You will not receive a second e-mail unless you had some question in your 'Special Instructions' section, or some problem arose in processing your order.
The exception to this is international orders. All interntional orders will receive a second e-mail with their shipping quote.
If a question arises after you place your order, you are always free to e-mail us through our Contact Form.
Note: There is a grand total of one person replying to your e-mails, processing your orders, and updating this site. There can be a significant lag in email response time. Please be patient, and do not email repeatedly.
Can you get me a copy of the Vertigo Tarot or other out of print items?
Simply, no. Once an item has gone out of print, it means that we can no longer order it. Occasionally you will see an out of print item show up in the rarities section. This is usually because it was sold to us by a collector, or fellow book dealer, who wanted to dump some inventory. And not because we can suddenly order many more copies of it.
Another scenario is that Diamond (our main comic distributor) will take an item off of their stock list, giving the appearance that it is no longer available. It will then suddenly re-appear when they find an extra case in a long-forgotten corner of their warehouse. However, we will have taken it off the site, assuming that it had gone out of print.
In general however, when an item is taken off one of the main pages it is because we can no longer re-order it and have completely run out of our store stock.
You carry Dave McKean's books. Can you get them, and ones I send you, signed for me?
No. Mr. McKean lives in England and he and Neil are in fact not joined at the hip. Sometimes we will acquire signed collectibles, or certain books will be pre-signed editions, but we can't get Dave to sign books you buy from us, or things you send here.
Why am I being charged an additional $10.00 for shipping if my package has already arrived? (or "You'd be amazed at how many people don't know where they live")
This is a new policy, and specifically a UPS problem. If the address a package is delivered to in any way deviates from the address printed on the package UPS charges us $10.00.
If you provide us with an address that is incorrect (i.e. Street instead of Avenue, missing apartment or suite number, juxtaposed address numbers, etc ...) or if you have the package forwarded on to a different address than the one you provided us with, we will be forced to charge you for the $10.00 UPS fee.
We understand that it is not always convenient to have someone at home during the day to sign for UPS packages, and that is why the shopping cart provides you with the option of having separate billing and shipping addresses. Having your books shipped to your work, a relative's house, or a neighbor is a very easy way to make sure someone can sign for the package, without UPS having to re-route it somewhere.
We also ask that you please, please, double check your address before you submit the form. Is the ZIP code correct? Is everything spelled correctly? No omitted apartment, suite, or unit numbers? A common problem is also that people who live in the suburbs of large cities simply write the large city down and not the actual name of the town/suburb they live in. This often results in UPS charges.
There is a very handy page on the post office's website for finding 9-digit ZIP codes and city/town names: USPS ZIP Code / City Lookup.
What exactly do these color coded text things at the bottom of certain items mean? (or "Our handy stock and shipping updates, and how they can make everyone's life easier")
White: General Stock Status
In Stock - This book is in stock and, as far as we know, still available from the publisher.
Out of Print - We have copies of this book in the store, but the publisher is no longer carrying it, so we will not be able to get more copies once we run out.
Forthcoming - This book has not yet been published. It will be shipped when it becomes available. The item description gives you an estimate of when it will ship. Please note: if you order a combination of in-stock and forthcoming items, the in-stock items will ship now, and the forthcoming items will ship separately, with an additional shipping charge, when available.
Green: Signed Copies in Stock
This means that we have signed copies of the item in our store. It also means that if you want one, you have to tell us so in the special instructions section of the order form.
If the status says 'Signed Edition' this means that all copies of the item come pre-signed from the publisher.
Some of the items in the 'Rarities' section are also signed. We usually only have one copy of a 'Rarity' (funny how that works) so you do not need to specify anything in the special instructions section of the checkout page for a signed rarity.
Orange: We Can Not Get This Item Signed
These are items that we can not get signed by Neil for various reasons.
Red: Temporarily Out of Stock
This means that we carry this title, have run out of stock, and are in the process of ordering more. Ordering a title that is out of stock means that we will place you on the back-order list for that item, and ship it out to you when it arrives.
We will try to combine it with other items that are either being signed, other back-orders, or pre-orders, but we make no guarantees. If we have to ship your backordered items separately, you will be charged shipping for each item.
Yellow: Special Shipping Info
SPECIAL ORDER ITEMS: This is an item that we do not keep in stock, but that is available to us from our distributors and/or the publisher. There will be a delay in it getting to you, because we have to order it in before shipping it to you. Special order items will not ship with in-stock ones, and will have a separate shipping charge.
ADDITIONAL SHIPPING CHARGE: Some of our items are also really heavy (i.e. The 'Absolute' editions of the Sandman and Death comics). These items have an additional shipping charge that is specified on their info page.
Blue: Tubular Item
This means that the item is some kind of poster, print or broadsheet that is too long to fit in a normal box with books. If you order several prints, they can all be shipped together in the same tube, with no additional shipping, but large books and comic trades will have to be shipped in a separate box. If your order is split into two shipments, you will be charged shipping for each package separately.
Purple: Remaindered
The book has been remaindered. This means that it has a "remainder mark" on it somewhere. This is usually a small marker dot or stamp on the page edges, though sometimes it can be a stripe along the page edges.
Being remaindered also means that the book has probably been shipped back and forth from publisher to retailer a few times, and is in something less than perfect condition.
How do I contact you? / Is there a way to place my order that doesn't involve the web form?
POSTAL ADDRESS:
DreamHaven Books
ATTN: NeilGaiman.net
2301 E 38th Street
Minneapolis, MN 55406-3015
USA
FAX: 612-823-6062 (24 hours)
E-MAIL: Contact Form
PHONE: 612-823-6070
Tuesday: NOON - 5:30pm
Wednesday: NOON - 7:00pm
Thursday: NOON - 5:30pm
Friday: NOON - 7:00pm
Saturday: NOON - 7:00pm
Sunday + Monday: CLOSED
USA Central Time [GMT -5 Summer, GMT-6 Winter]
We can be reached in any of the above ways. You can also place your order through any of these means. The shopping cart provides a convenient page that can be mailed/faxed/phoned in if you choose the option at the checkout screen, but it is not required. The best reason to use the web form, even if you are going to fax/mail/call in your order, is because it will automatically calculate your shipping.
If you absolutely do not want to use the web form, you can 1) call in your order during mail order hours, or 2) neatly write down the items you want to order (specifying format, edition, signature, etc ...), your name, address, payment details (if using a credit card), an e-mail address or phone number you can be reached at, and mail/fax it to us. If you are paying by check or money order, please note that we can only accept US Dollars.
What is your return policy?
· All items guaranteed returnable for any reason within two weeks of receipt.
· For items damaged during shipping, please keep all packaging, as it may be needed to file a
claim with the shipping service.
· Please contact us before you return anything. It is much less likely that something will
go wrong with your return if we know you're sending it. This is especially important for exchanges.
· Shipping will be refunded only on damaged or defective items.
· For non-defective returns items, they must arrive in the condition they were sent
(i.e. if a book comes back with the spine broken and pages folded you will not receive a refund)
· Please include your order number (if you have one) with all returns.
What forms of payment do you accept?
- Visa, Mastercard, American Express, and Discover
Note: For credit card orders, we require the card number, expiration date,
security code, and billing address of the cardholder.
- US or International Money Order (US Dollars only)
- Personal Check (US Dollars only)
Note: Orders paid by check may be held until the check clears.
Note: We do not accept PayPal
7% sales tax within Minnesota (7.40% within Hennepin county; 7.25% within Anoka, Dakota, Ramsey, Washington counties). No tax outside Minnesota.
If you have any questions or comments, feel free to Contact Us
|
|
