My Bookvault Order Is Late or Hasn't Arrived — What Should I Do?

If your Bookvault order hasn't arrived when expected, the next steps depend on whether you selected a tracked or untracked delivery service.

My tracked order is late — what should I do?

First, check the tracking information provided for your shipment.

If the tracking has not moved for several days, contact Bookvault Customer Service and provide:

• your Bookvault order reference
• your tracking number

The team can raise a claim with the courier and arrange a replacement where the shipment appears to have been lost.

What if my tracked order appears to be lost?

If a tracked shipment has had no movement for several days, you do not need to wait for the courier to formally declare the parcel lost before contacting Bookvault.

Bookvault can raise the courier claim and arrange a replacement copy.

What if I selected an untracked delivery service?

If you selected an untracked delivery service, Bookvault cannot make a claim against the postal service if the order goes missing.

Because of this, orders lost using an untracked service are not eligible for a reprint or credit.

Where available, choosing a tracked service gives Bookvault a route to investigate and resolve a lost shipment.

How can I check my order and tracking information?

You can view the progress of your order through the View An Order section of your Bookvault account.

For full instructions: 

How to View and Track Your Bookvault Order