Frequently Asked Questions

your Borders.com account
How do I register for an account?
I registered, but now I've forgotten my password. What do I do?
How do I change the information on my account?
Can I place an order without creating an account?

ordering at Borders.com
Can I get Borders.com pricing at my local store?
What is Quick Checkout and do I need to set up a separate profile to use it?
Why would I use Standard Checkout when I can use Quick Checkout?
If I add a title to my shopping bag, can I remove it?
How do I place an order?

payment information
Is it safe to give you my credit card information over the internet?
What forms of payment do you accept?
What is Bill Me Later?
Can I use Bill Me Later with a gift card?
Can you explain the option of storing my credit card information?
Do you charge sales tax?

shipping rates and information
What are my shipping options?
What are your shipping rates?
Do you offer gift wrapping or gift messages?
Do I need to place my order by a specific time to guarantee overnight shipping?
Can I ship to multiple addresses?
Can I ship an order to an address different than my billing address?
Can I purchase online and pick it up at my local Borders store?
Can I reserve an item at my local store and pay for it when I pick it up?
Is there a way to check the status of my order?

cancellations and returns
I've changed my mind on an item I ordered, but already submitted. Can I cancel an item from my order?
I just received an email stating that my item is on backorder. Can I cancel the item?
Can I return an item if I am not satisfied?
Can I return items purchased at Borders.com to my local Borders store?

general information
How long do items remain in my Wish list?
How soon can I pick up a reservation at my store?
How long is a reservation held?
When I perform a product search, I only see the cover. How do I get additional information on a title?
How do I determine if a specific title is available in a U.S. Borders store?
What is the status of my special order?
Does Borders offer any membership/discount programs?
How do I apply or follow up on my application for employment with Borders?
How do I contact an International Borders store?
How do I add a title to Borders.com?
How do I request a donation or sponsorship?

your Borders.com account

How do I register for an account?
Registering at Borders.com is fast and easy! On the Borders.com homepage, click on "Your Account". You will be given an option to sign in or create a new account. Choose "Register Now." Provide your First and Last Name and email address. Next, choose a user name (not case-sensitive and must contain at least 4 characters) and a password (case sensitive and should contain 6-10 characters with no spaces). Finally, you will be asked to choose a security question and answer. If you currently have a Borders Rewards Membership, check the box for track Borders Rewards and enter your 10-digit Borders Rewards card number located below the bar code, enter your phone number and ZIP code. And don't forget to let us know whether or not you would like to receive email from Borders—just check the box provided. This ensures that all qualifying purchases on Borders.com go towards your membership rewards.

I registered, but now I've forgotten my password. What do I do?
You will be asked to enter the email address and answer the security question you provided when you set up your Borders account. Once the request is submitted, an email will be sent to you providing your Borders account username and instructions for resetting Password. If you do not receive the email within 1 hour, please contact us.

How do I change the information on my account?
Your Borders.com account profile can be updated at any time. Please note that for security reasons, your username cannot be updated or changed.

To update your personal information:
1. Click on "Your Account," located at the top of each page. If you haven't already signed in, you will be asked to now.
2. Click on "Update Profile," located on the left, under "Your Account".
3. You can change your name, email address, zip code, password and security question on this page. You also have the option of adding your phone number and birth date to your account. If you do decide to add your birth date, be sure to watch your inbox on your big day!
4. Once everything is correct, click on "Save Changes" at the bottom of the page.
5. If you wish to cancel your account, you may do so by clicking "Cancel" at the bottom of the page.

Can I place an order without creating an account?
If you prefer not to create an account with us, you are most welcome to shop as a guest at Borders.com. Just add items to your cart and then proceed to checkout. You will have the option of continuing as a guest or signing into an existing account. If you do choose to complete your order as a Borders guest, please remember to print out your order confirmation and retain for your records. If you placed an order as a guest, you can still check the status of your order. Click on the "Order Status" link at the top of any page, enter the order number and the last name from the billing address to see your order details.

ordering at Borders.com

Can I get Borders.com pricing at my local store?
Borders.com offers millions of books, CDs, and DVDs. Borders.com is a separate segment of our business operating under a different business model than that of our store locations. Online pricing may differ from store pricing on certain items. We are not able to honor on-line prices in our stores. Learn More.

What is Quick Checkout and do I need to set up a separate profile to use it?
You can save time ordering at Borders.com by utilizing our Quick Checkout process. Quick Checkout allows you to set up a profile containing your preferred billing and shipping address, shipping method, and payment method. In order to use the Quick Check Out feature you must have a Borders.com account.

Why would I use Standard Checkout when I can use Quick Checkout?
You can save time ordering at Borders.com by utilizing our Quick Checkout process. Quick Checkout allows you to set up a profile containing your preferred billing and shipping address, shipping method, and payment method.

If I add a title to my shopping cart, can I remove it?
If you decide that you no longer wish to purchase an item, you can click "remove" or adjust the quantity to zero and click "update" in your shopping cart. To increase the quantity of an item already in your shopping cart, simply change the quantity and click "update". If you would like to save the item for a later purchase, click "move to wish list".

How do I place an order?
Placing an order on Borders.com couldn't be easier!

1. Locate the items you wish to purchase and add them to your shopping cart. Don't forget items that you may have added to your Wish List—if you'd like to purchase at this time simply move them to your shopping cart. Each time you add an item to your shopping cart you will be taken directly to your shopping cart to review. If you'd like to continue adding items to your order or exploring our site, choose "continue shopping". When you are ready to complete your order, return to your shopping cart.

2. Review the items you have in your shopping cart and make any adjustments before you proceed to checkout. You may wish to increase or decrease the quantity on a particular item, remove an item, or move an item to or from your Wish List. The availability of the item(s) and subtotal of your order (not including shipping or applicable taxes) will be displayed for you at this time. You may also estimate shipping charges based on items in your shopping cart at this time.

3. After clicking "Checkout" you will be directed to a sign-in page. You may log into your Borders.com account or checkout as a guest. Please note that only registered members who have signed in to checkout will be able to track their order online after it has been placed.

4. Next is the address page where you will be required to provide and confirm your current email address so that we can provide updates on your order status. You also have the option of either shipping to a personal address or shipping to a Borders Store. (For more information on this option, see Ship to Store).

5. Next, you will be asked to choose your preferred shipping method. Borders offers Free Standard Shipping (3-8 business days) for purchases of $25 or more of qualifying items (minus any discounts or promotions) shipped within the continental U.S. Shipping and handling charges include both per order and per item charges. Per item charges vary based on the type of item ordered and the delivery option you choose. Once you choose your shipping method you may check the Gift Options box to have your order gift wrapped and include a Free gift message. Please visit Gift Options for details.

6. Click "next" on the Shipping Page and you will proceed to the Payment Method page. This is where you will enter your payment information as well as gift cards, coupons, or promotional codes you may have. Don't forget to add your Borders Rewards card number so you can get credit for your qualifying purchases! Please note that only registered members who have signed in to checkout will be able to add their Borders Rewards card number to get credit for qualifying purchases. However, transactions can be added to your Borders Rewards account at a later time through the Request Credit link on the left of the Borders Rewards page.

7. The last step to placing your order is confirming the information contained on the Order Summary page. You may edit the shipping and payment information or cancel the order. Click on "Order Now" to place the order. Please note that once an order is placed Borders is unable to cancel or modify it in any way.

8. Once the order is placed, you will see an order confirmation. This will verify the order information and let you know that your items were successfully ordered. You will also receive a confirmation email with the details of the order. You will be notified by email when your order ships.

payment information

Is it safe to give you my credit card information over the internet?
Borders has gone to great lengths to ensure that your online privacy is protected. Please feel confident when shopping on our website, as we do not rent, sell, or share any of your personal information. We have taken measures to make certain that your personal and credit card information cannot be viewed by a third party.

What forms of payment do you accept?
Borders.com accepts the following payment methods:
Borders Gift Cards
Visa
MasterCard
Discover
American Express
Visa and Mastercard branded debit cards
Bill Me Later®

What is Bill Me Later?
Bill Me Later is a secure and convenient payment option that Borders customers can use to purchase items both online and over the phone. While Bill Me Later is a credit account offered through the CIT Bank, Salt Lake City, Utah, it is different from other methods of payment. It does not require an existing account, has no physical plastic card or 16-digit account number, and there is no pre-set spending limit. Additionally, a Bill Me Later account uses only two top-of-mind pieces of information from you: Your birth date and the last four digits of your social security number.

Can I use Bill Me Later with a gift card?
Yes, you can use a gift card to partially pay for your order and pay for the remainder of the total using Bill Me Later.

Can you explain the option of storing my credit card information?
You have the option of storing your credit card information on the Borders.com website by creating a Quick Checkout Profile. Quick Checkout allows you to set up a profile containing your preferred billing and shipping address, shipping method, and payment method. It is completely secure and you must log into your Borders.com account to update your Quick Checkout information.

Do you charge sales tax?
Your Borders.com purchase includes sales tax as required by law. We charge sales tax on items that are shipped to, delivered to, or picked up in states where we are required to do so.

Borders.com is required to collect tax in all states where we have a physical presence. The tax amount reflects the applicable state and local rate. Each of the 50 U.S. states and Puerto Rico has established state tax regulations.

AL, AR, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, AND PR

States with no sales tax:
AK, DE, MT, NH, OR

Shipping and Handling Tax Information:
Applicable sales taxes are added on charges for shipping and handling into:

AR, CO, CT, DC, FL, GA, HI, IN, KS, KY, LA, MI, MN, MS, NC, ND, NE, NJ, NM, NV, NY, OH, PA, RI, SC, SD, TN, TX, VT, WA, WI, WV

shipping rates and information

What are my shipping options?
1. Shipping Preferences for Multiple Items
When placing an order for multiple items on Borders.com, customers have the option of shipping the order in as few packages as possible or shipping as items become available. Shipping as items become available may be more advantageous to you should items on your order have differing availability timeframes. Additional shipping charges may apply when opting to ship items as they become available since this may result in multiple shipments.

2. Free Shipping Eligibility
There are two ways to qualify for free shipping on Borders.com:
Free Standard Shipping on orders of $25 or more
Free Standard Shipping on any orders shipped to a store.

3. Free Shipping Promotion
You are eligible to receive FREE Standard Shipping on your Borders.com order when you spend $25 or more on qualifying items.

What do I have to do?
Place at least $25 (minus discounts and promotions) of eligible items in your cart.
Proceed to Checkout and choose "Standard Delivery" (should be pre-selected) and "Send Everything Together."
Complete Your Checkout.

4. Ship to Store
Place your order online at Borders.com, ship to a Borders, Borders Express, or Waldenbooks store location and take advantage of FREE STANDARD SHIPPING!

During the checkout process:
1. Choose the option of shipping to a Borders Store.
2. Enter the Zip Code OR City and State.
3. Select the store location.
4. Provide your email address and billing address.
5. Complete the payment process for your order.
6. Print your order confirmation.

You will be notified via email of the estimated arrival date to the store. Visit the store and present a valid ID. It's as easy as that!

Please note: Store Pick-up is only available for U.S, excluding Borders Outlet and airport store locations.

Shipping Charges will apply where expedited shipping is selected.

What are your shipping rates?

For a complete estimate of when you may expect delivery, add the availability estimates (listed on the detail page for each title) to the shipping estimates provided.

Shipping and handling
Shipping and handling charges include both per order and per item charges. Per item charges vary based on the type of item ordered and the delivery option you choose.

Correctional Institutions
If you are shipping to a correctional institution, we urge you to pay careful attention to its regulations and procedures. Facilities differ on the items they permit, shipping methods that may be used, and how to address a package. In most cases, correctional institutions require packages arrive via the United States Postal Service, so we suggest you select our "Standard Shipping" option.

For specific shipping charges (by destination, method, and item) please visit the appropriate shipping rates section linked below.

Domestic U.S.
Domestic shipping covers all contiguous U.S. addresses with the exception of P.O. Boxes and military addresses (APO/FPO). For orders to P.O. Boxes, military addresses, Hawaii, Alaska, and U.S. Protectorates such as Puerto Rico, Guam, and the Virgin Islands see our Domestic Extensions chart.

If you are sending an order to a military base, follow this format when entering the address information during Checkout:

Name: First name, last name
PO Box: Unit number or P.O. Box number ZIP
Address: Any applicable information
City: Applicable APO/FPO
ZIP/Postal Code: Zip Code
Country: United States
State: Name of Armed Forces Unit
Email Address: Your email address

Canada
Includes all Canadian addresses. The Canadian Goods and Services Tax (GST) will be added.

International
International shipping includes shipping for all locations not served by Domestic, Domestic Extensions, or Canadian shipping. See below for important information about customs/import duties and local delivery.

Do you offer gift wrapping or gift messages?
Yes! For only $3.00, we will gift wrap your order in a beautiful Borders red wrapping paper and print a FREE gift message on the packing list. During the check out process, choose your shipping method and simply check the box under "gift options". You will then have the opportunity to wrap and add a gift message to your order or just add a gift message and we will take care of the rest. Prices will not be included on the packing list.

Please note: Multiple items in an order will be wrapped individually, but not tagged for specific recipients, so remember to include in your gift message.

Not all items are eligible for gift wrap. No charge will be issued for items that can not be gift wrapped (these include plush items and gift cards).

Do I need to place my order by a specific time to guarantee overnight shipping?
Borders ships items out throughout the day, so there is no specific time by which you must place an order to guarantee overnight shipping. It is always best to place the order at your earliest convenience.

Can I ship to multiple addresses?
Unfortunately, when you place an order at Borders.com you may only ship to one address. Shipping to multiple addresses would require a separate order for each address.

Can I ship an order to an address different than my billing address?
You may ship your order to any address within the United States and internationally. The shipping and billing address do not have to be the same.

Can I purchase online and pick it up at my local Borders store?
Yes! Place your order online at Borders.com and ship to a Borders, Borders Express, or Waldenbooks store location and take advantage of FREE STANDARD SHIPPING!

This ship option applies to all U.S. states - including Hawaii & Alaska. Orders can be shipped to Borders, Borders Express, and Waldenbooks stores locations.

Can I reserve an item at my local store and pay for it when I pick it up?
Items found on the website may, in most cases, be reserved for pickup at a local store. From the title detail page, check an item's availability for store pickup by entering a zip code or city and state. A list of all stores for that area will be displayed as well as the most recent inventory information (In Store Status) for each store. Choose the store where you would like to pick up your item and follow the instructions for processing your reservation via the online reservation form. You may reserve up to five units of a particular title. Reservation requests for multiple titles must be submitted individually. If you are interested in purchasing more than five quantity of particular title, it is recommended that you contact your local Borders store directly.

Once you place your reservation, you will receive an email confirming the availability of the item you requested. In most cases, you'll receive the email within two hours. Please wait until you receive the email confirmation before going to the store to pick up your item.

Please note: Store pickup is available only in U.S. stores, excluding Borders Express, Borders Outlet, airport, and Waldenbooks locations.

Is there a way to check the status of my order?
You may check the status of your order at any time by signing into your account and clicking on "Order Status" located in the top right section on the homepage. Order history will be displayed for you, including order date, order number, order status, and total price. By clicking on "View Order Details", you can see all detail for that particular order including the tracking information for shipped orders. This page can also be printed for your records.

If you placed an order as a guest, you can still check the status of your order. Click on the "Order Status" link at the top of any page, enter the order number and the last name from the billing address to see your order details.

cancellations and returns

I've changed my mind on an item I ordered, but already submitted. Can I cancel an item from my order?
Borders.com strives to meet customer demands for prompt service and delivery. To facilitate this goal, we process and ship orders throughout the day. Unfortunately, there is no way for us to cancel or modify an order once it has entered the fulfillment process.

We cannot stop delivery once an order has begun the fulfillment process for shipping. You will receive an email notification when your order has shipped. In this case, you may return your order to us within 30 days of the shipment date listed on your packing slip. More information on returns can be found in our Returns Policy.

I just received an email stating that my item is on backorder. Can I cancel the item?
Backordered items may be canceled at any time prior to entering the fulfillment process. To cancel a backordered item, please Contact Us.

Can I return an item if I am not satisfied?
We'll refund your online purchase if you:
1. Return new books, unopened CDs, and DVDs in their original condition
2. Include your packing slip and completed returns form.
3. Return within 30 days of the shipment date listed on your packing slip.
4. Ship all returns using the pre-printed label included with the packing slip.

Note:
Shipping charges are not refundable.
Gift cards are non-refundable and are not redeemable for cash.
Returns made to Borders.com will be refunded in the form of the original payment method.

Lost your packing slip? Please Contact Us to obtain your order number and return instructions.

Can I return items purchased at Borders.com to my local Borders store?
Borders will give you Store Credit equal to the value of your online purchase when you:
1. Return new books, unopened CDs, and DVDs in their original condition.
2. Present your packing slip.
3. Present items to the store within 30 days from the shipment date listed on your packing slip.

Note:
Shipping charges are not refundable.
Gift cards are non-refundable and are not redeemable for cash.
For information on returns for items purchased at a Borders store please see our store returns policy.

To find your nearest Borders store use our store locator.

general information

How long do items remain in my Wish list?
Items remain in your Wish List indefinitely. You can remove items from the Wish List by checking the Remove box and choosing Save Updates. To change the quantity, simply put in the correct quantity (you can increase or decrease the quantity) and choose Save Updates.

How soon can I pick up a reservation at my store?
One you place your reservation, you should receive an email confirming the availability of the item requested. In most cases, you'll receive the email within two hours. Please wait until you receive your confirmation before going to the store.

How long is a reservation held?
Reservations are held for you at the store for 1 day.

When I perform a product search, I only see the cover. How do I get additional information on a title?
In the results section of your search, you have the option to view the product in two different formats, Covers or List view. Scrolling over the title in Covers view will provide you with title information, author/artist, format, availability, release date and price. Both views allow you the option to get details, reserve, or add to your Wish List.

How do I determine if a specific title is available in a U.S. Borders store?
You can determine if a title is available in one of your local stores by searching store inventory. By following the instructions to search for your title, you can also determine if the title is currently available in one of your local stores and reserve it for in-store pick-up.

What is the status of my special order?
Please contact the store directly using our store locator for contact information. If you are a customer outside the U.S. who is inquiring about specific title availability at your local Borders, please contact the store by phone using our International store locator.

Does Borders offer any membership/discount programs?
We have individual membership programs for your personal purchases or a Business & Educator Services Membership for your organization's business and educational needs.

Borders Rewards
Business & Educator Services

Borders also offers a Classroom Discount of 20% to preschool through 12th grade teachers and librarians (as well as homeschoolers) in support of children's literacy. To determine which program is right for you, please visit the above pages.

How do I apply or follow up on my application for employment with Borders?
To review company information and search job opportunities, please visit our careers page. Once you apply, you will only be contacted if/when we are moving forward with your candidacy in the hiring process.

How do I contact an International Borders store?
Please visit our International store locator.

How do I add a title to Borders.com?
Please visit our Guide for Publishers, labels and artists to make a submission.

How do I request a donation or sponsorship?
Borders Group offers funding and promotional opportunities to nationally recognized non-profit organizations whose missions support literacy, education, and the fine and performing arts.

Additionally, the Borders Group Foundation is a 501 (c)(3) nonprofit charitable organization that coordinates various programs to strengthen and support Borders Group employees and their families.

To find out what organizations Borders Group supports, how you can help, and how we might help you, please visit our community page.