Ordering FAQs

Welcome to Brookline Booksmith’s Online Store!

This page was last updated on June 2nd, 2020. The information and policies outlined below are subject to change, and may not be applicable in all cases.

As of May 25th, we have switched back to fulfilling orders from our store in Brookline. There will be delays while we get back up to speed. We are currently about 2-3 business days behind in processing orders.

Please read all instructions on our website and the emails we send you about your order. These contain important information about your order and about our updated policies.

All orders completed on May 22nd, 2020, were fulfilled by our distribution partner, Ingram, and have been or will be shipped directly from their warehouse. All orders placed after May 22nd will be fulfilled from Brookline Booksmith and will either be shipped from our store or will be available for curbside pick-up at our store starting on May 25th.

If you need assistance or if you have questions about our online orders that are not answered below, you can email orders@brooklinebooksmith.com.

Q: Is Brookline Booksmith open for business?
A: We are fulfilling orders placed online and over the phone at this time. We are not open to the public for browsing.

Q: When will Brookline Booksmith be open for browsing?
A: We do not know when in-store browsing will be permitted again. We will be following any guidelines put forth by the state of Massachusetts and the Town of Brookline.

Q: How long will it take you to process my order?
A: As of May 25th, we have switched back to fulfilling orders from our store in Brookline. There will be delays while we get back up to speed, but we aim to process all orders within 24 hours.

Q: Can I pick up my order at the store?
A: Yes. We are offering curbside pick-up as of May 25th, between 10am and 4pm Sunday through Thursday and between 10am and 6pm on Fridays and Saturdays. All orders must be paid for in advance either online or over the phone. You will receive a notification email confirming that your order is ready for pickup. Please make sure you have received that email before coming to the store.

  • Important Notice: For the health and safety of everyone involved, all customers must wear a face mask, follow social distancing protocols, and follow instructions from Booksmith staff during curbside pick-up. 

Q: Are you still offering local delivery?
A: No, we are not offering delivery at this time.

Q: Can my order be shipped to me?
A: Yes. We offer USPS Priority Mail (2-5 business days) and USPS Media Mail (3-10 business days). Only books and CDs can be sent via USPS Media Mail, and it is an uninsured shipping method. We will contact you if your order is not eligible for Media Mail. Any missing package claims must be made with the USPS.

  • Please Note: If some of the books that you request are out of stock at the store and need to be ordered, we will wait to ship your order until we receive all of your books. If you would prefer for your books to be shipped as they are available, there will be a shipping fee for each package.

Q: If a book I ordered is out of stock, how long will it take Brookline Booksmith to get it?
A: Typically, out-of-stock titles arrive at the store within 1-5 business days. However, under the current circumstances, there may be some delays. We will be in contact with you about the expected ETA.

Q: Has the pandemic impacted delivery times?
A: In some cases, yes. The post office is currently overwhelmed due to the COVID-19 crisis and we are seeing delays, especially with USPS Media Mail. If an order is time-sensitive, such a gift, we recommend ordering farther in advance than you normally would and/or choosing USPS Priority Mail. 

Q: How much does shipping cost?

  • USPS Priority Mail: $8.00 + $1.00 per item
  • USPS Media Mail: $5.00 + $1.00 per item

Q: Where can I find the tracking information for my order?
A: Please email us at orders@brooklinebooksmith.com to request your USPS tracking number.

Q: What can I purchase on your website?
A: Any full-priced book that we carry or that is available for us to order can be purchased on our website. You can also purchase our gift cards on the website. Many of our popular items, like cards, puzzles, journals, used books, bargain books, and art supplies are not currently available for purchase online. Please call us at 617-566-6660 to purchase these items over the phone.  We hope to feature many bestselling gifts online in the weeks ahead.

Q: What payment methods are accepted on the website?
A: All major credit cards, debit cards, and our Brookline Booksmith gift cards can be used on our site.  All orders must be paid for in advance for curbside pick-up. 

Q: Can my order be gift-wrapped or include a gift message?
A: Yes. We are happy to provide these services free of charge. Please include any special requests or instructions in the “Order comments” section when you check out.

Q: Do you offer digital gift cards?
A: No. We only sell physical gift cards at this time. They can either be mailed to a recipient free of charge or they can be picked up at the store.

Q: Do you sell digital audiobooks?
A: Yes! We are partnered with Libro.FM to provide high-quality, DRM-free audiobooks. They offer both a subscription service and one-time audiobook purchases. You can read more about the program here

Q: Are there other ways I can support the store during the temporary closure?
A: Yes! You can buy a giftcard to use when the store re-opens. You can attend a virtual event. You can stay in touch with us on our blog, on Facebook, Instagram, Twitter, or sign up for our newsletter, b-mail. You can also visit our Bookshop page for more online shopping options, although please note that Bookshop is a third-party platform and we do not own or operate it.