Question 1

What is your shipping policy?

Accepted Answer

Shipping is free for all orders shipped within the United States for orders $59.99 USD and over. All other orders have a nominal fee of $4.99 USD or $5.99 CAD unless customers choose faster delivery via UPS 2-Day or USPS Priority for $19.99 (United States customers only).

Orders are processed Monday-Friday in the order that they are received. Typically, orders ship out within 2-3 business days.

Pre-Orders typically ship in 1-2 weeks.

We ensure that items are securely packaged, but some circumstances beyond our control may arise once the item is in transit. If you receive a damaged item, please contact us anytime. We are committed to providing the best possible solution to resolve the issue.

Question 2

Returns/Exchanges/Cancellations

Accepted Answer

Lay it Flat Refund/Exchange Process

Q: How do I cancel my order?

You may also contact our customer service team at info@layitflat.com to cancel your order . Please include your order number and the reason for cancellation in your message. Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Q: What if my package gets lost or arrives damaged?

Lost packages At Lay it Flat, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team here with your order number and any relevant details. Damaged packages We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team here within 24 hours of receiving the order and include photos of the damaged items or package. We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

United States Orders

Refunds and Exchanges

30-day return policy begins once the item ships
Item(s) must be returned in its original condition and unused
Total refunded will include a minimum of $7.99 to cover the shipping/handling of the returned order unless there was an error by us or our carriers.
Exchanges/Shop-Now Option: The new order will be processed once the old order is in transit back to the warehouse. Customers will only be charged for the old order if it has not been returned to the warehouse within 14 days.
Visit returns.layitflat.com to start a refund or exchange
- Provide the order number and ship-to zip code
- Follow prompts to return, refund, or exchange the item(s)
- Return label and instructions will be sent to you to follow
- Notifications will be sent via e-mail during every stage of the process
- Lay it Flat will notify you once the item(s) has been received and inspected. We will then let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

International Orders

Orders shipping outside of the United States are considered final and refunds and exchanges are not accepted at this time. Exception: Refunds are only available for orders where the product is damaged upon receipt, the item(s) never arrived or the incorrect item(s) were shipped. Please visit returns.layitflat.com to start the process.

Provide the order number and ship-to zip code
Follow prompts to return, refund, or exchange the item(s)
Return label and instructions will be sent to you to follow
Notifications will be sent via e-mail during every stage of the process
Lay it Flat will notify you once the item(s) has been received and inspected. We will then let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Other Important Information

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Cancellations
If customers decide not to purchase the item(s), you may request to cancel their order by emailing us at info@layitflat.com within 24 hours of the order. Your order will be canceled unless it has already shipped and a label created for your order. In that case, you can choose to return the order by following the steps listed above.

Damages and Other Issues
Please inspect your order upon receipt and follow the instructions above to obtain a replacement, partial refund, or exchange for your damaged item.

Please inspect your order upon receipt and follow the instructions above to obtain a replacement, partial refund, or exchange for your damaged item.

Question 3

Need to see sample pages or information about a book?

Accepted Answer

Please contact us HERE and provide us with the book title and author and we will try our best to send a few sample pages before you purchase the book.

Question 4

Can I modify my order?

Accepted Answer

Once an order is placed, modifications are no longer possible, except for changes to the shipping address if the order hasn't been dispatched yet. For any other changes, please contact our customer service team for further assistance.

Contact Us.

Question 5

How do I change my default shipping address?

Accepted Answer

How to Update or Change Your Default Shipping Address

If you need to update or change your default shipping address, follow these simple steps:

Step 1: Log in to Your Account

Begin by logging into your account using your email and password.

Step 2: Navigate to Account Details

Once logged in, go to the Account Details section. You can usually find this by clicking on your profile icon or username.

Step 3: View Your Addresses

Under the Account Details section, click on View Addresses. This will display a list of all your saved addresses.

Step 4: Edit the Desired Address

Find the address that you want to set as your default. Click on the Edit button next to that address.

Step 5: Set as Default Address

Once the address form is open, check the box that says Set as Default Address located below the address details.

Step 6: Update Address

After making your changes and selecting the default option, click Update Address to save your changes.

Your default shipping address is now updated!

Question 6

How do I track my order?

Accepted Answer

Order Tracking Information

Once your order has been placed and processed, you will receive a confirmation email containing your order details. This email will include:

A tracking number
A link to our tracking page

How to Track Your Order

Click on the tracking number link in your confirmation email.

Important Notes

Tracking information may not be immediately available after you place your order. It can take up to 36 hours for the tracking number to activate in our system.
If no updates are visible right away, please check back later.

Need Help?

If your package has been stuck at a carrier facility for more than 3 days, please email us at info@laytiflat.com with your order number. Our team will be happy to assist you further.

Question 7

How do I cancel my order?

Accepted Answer

You may also contact our customer service team at info@layitflat.com to cancel your order. Please include your order number and the reason for cancellation in your message.

Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Question 8

Crochet Books

Accepted Answer

Thank you for your interest in our crochet books! You can explore our full collection of crochet books by visiting the following link: Lay It Flat Crochet Books Collection.

Question 9

What is the difference between UPS Mail Innovations and USPS deliveries?

Accepted Answer

We utilize UPS Mail Innovations for some of our deliveries, where the final leg of delivery is carried out by USPS. This means that although tracking may initially show UPS, the actual delivery to your location will be by USPS.

Question 10

How to Create an Account

Accepted Answer

How to Create an Account

Creating an account is quick and easy! Follow the steps below to set up your account:

Step 1: Go to the Sign-Up Page

Navigate to our website and click on the Sign Up or Create Account button, typically located in the top-right corner of the homepage.

Step 2: Enter Your Details

On the account creation page, you will be prompted to enter some basic information:
- Full Name
- Email Address
- Password

Step 3: Agree to Terms and Conditions

Review and accept the terms and conditions by checking the box (if applicable).

Step 4: Complete the Process

After filling in your details, click on Create Account or Sign Up to complete the process.

Step 5: Verify Your Email (If Required)

Some accounts may require email verification. Check your email inbox for a verification email and follow the instructions provided.

Once your account is created, you're all set! You can now log in and start exploring your account.

Question 11

What if my package gets lost or arrives damaged?

Accepted Answer

Lost packages

At Lay it Flat, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team here with your order number and any relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team here within 24 hours of receiving the order and include photos of the damaged items or package. We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

Question 12

Search Books

Accepted Answer

You can search for the book you're looking for here: Lay It Flat Book Search.

Question 13

Troubleshooting: Issues Logging Into Your Account

Accepted Answer

Troubleshooting: Issues Logging Into Your Account

If you're having trouble logging into your account, follow these steps to resolve the issue:

Step 1: Double-check your Email and Password

Ensure that you are entering the correct email address and password.
Make sure your Caps Lock is turned off, as passwords are case-sensitive.

Step 2: Reset Your Password

If you’ve forgotten your password or believe it may be incorrect:

Click on the Forgot Password? link located on the login page.
Enter the email address associated with your account.
Check your inbox for a password reset email and follow the instructions provided to create a new password.

Step 3: Clear Your Browser Cache or Try a Different Browser

If the log in issue persists, try clearing your browser’s cache and cookies.
You can also try logging in using a different browser or device to see if that resolves the problem.

You should now be able to log in to your account successfully!

Note:

After too many failed login attempts, your account may be temporarily locked for security reasons. Wait a few minutes and try again.

Question 14

What is the process for receiving a replacement or refund for an undelivered order?

Accepted Answer

If your order shows a status of 'shipped' but there is a discrepancy in the carrier’s tracking, please reach out to us. We can offer a replacement or a refund depending on your preference. To facilitate a replacement, we require your complete and correct shipping address. We apologize for any inconvenience and aim to resolve undelivered orders promptly.

Question 15

Order Address Change

Accepted Answer

Address changes need to be manually done. We are happy to help update your address for this order as long as the order is not shipped. Please contact us here: https://layitflat.com/pages/contact-us

If the order has already been shipped, we can assist you in returning the item for a refund.

Question 16

5-Minute Core Excercises for Seniors

Accepted Answer

We have this title available! You can find it here: 5-Minute Core Exercises for Seniors: Daily Routines to Build Balance and Boost Confidence.

Question 17

Can I exchange a book if it's not what I was expecting?

Accepted Answer

If the book you received was not what you were expecting, you may exchange it using our return center. Start the exchange process by providing your order number and zip code, and follow the prompts. The new order for the correct item will be processed once your original order is in transit back to us. Please note that if the original order is not returned within 14 days after the new order is shipped, you will be charged for both orders.

Question 18

I have not received my refund yet

Accepted Answer

It may take 3-5 business days for the refund to show up in your account once the order has be delivered back to us and we have had a chance to inspect the item and issue the refund.

Question 19

What if the book I want is out of stock?

Accepted Answer

We continually restock titles that have gone out of stock. Typically, it takes 1-2 weeks for the book to become available again.

If you need further assistance or have any other questions, please contact us here: Lay It Flat Contact Us.

Question 20

Troubleshooting Issues with Our Return Center

Accepted Answer

If you’re unable to proceed with your return request through our Return Center, please send us an email at info@layitflat.com with the following details:

Order Number (if available).
If you don’t have your order number, please provide:
- Your full name.
- The shipping address used for the order.
- The email address provided during the purchase.
- The title(s) of the book(s) you ordered.

Once we receive your email, our team will assist you in processing your return as quickly as possible.

Thank you for your patience and understanding! If you have any other questions, don’t hesitate to reach out.

Question 21

My Discount/Coupon Code doesn't work.

Accepted Answer

Discount or coupon codes are typically available for a limited time. If your code is still valid but isn't working, please email us at info@layitflat.com with your order number and the discount code. We'll investigate and manually adjust your order if needed.

Question 22

Do you offer any discounts for orders that did not meet my expectations?

Accepted Answer

We value your satisfaction and are willing to offer you a percentage discount if you wish to keep an item that did not meet your expectations. In cases where you are unsatisfied with our product, please let us know your preference and we will provide a solution that works best for you, whether it is a discount or a return for a full refund.

Question 23

I want to see the details of my order.

Accepted Answer

Upon placing an order, we send a confirmation email to the address associated with your order. This email provides essential details, including your name, shipping address, the items purchased, and the total amount paid. For comprehensive information about your order, please refer to the confirmation email you received.

Question 24

What happens if I accidentally ordered multiple copies of the same book?

Accepted Answer

If you have accidentally ordered multiple copies of the same book, you can return the excess copies by following our return process. Please ensure the items are in their original condition and returned within the 30-day window from the shipping date. Upon receipt and inspection of the items, if the refund is approved, it will be processed on your original payment method. Visit our return center and follow the provided instructions to ensure a smooth and timely return.

Question 25

I received an incomplete order, what should I do?

Accepted Answer

How to Report an Incomplete Order

To help us address your concern, please follow these steps:

Send us an email: Please email our support team at info@layitflat.com with the following details:
- Your order number (found in your order confirmation email or receipt).
- The email address associated with your order.
Provide missing details: Let us know which item(s) is/are missing from your order. Be as specific as possible to help us resolve the issue promptly.

What Happens Next

Once we receive your email:

Our team will verify your order and investigate the issue.
We will contact you within 1 business day with an update or resolution. This may include sending the missing item(s) or providing other suitable options.

Lay it Flat Publishing Group Help Center

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