Frequently Asked Questions


 

Top Questions

How do I return a rental item?
Returning a rental item is free, but you must use the return shipping label provided by bookabook©. Just follow these steps:

  1. Fill in the form provided in My account > Return-book page  and our courier partner will arrange textbook pickup at your location and deliver it to the supplier for FREE*.
  2. Package the item appropriately to avoid damage and ship the item using the carrier indicated on the shipping label. Be sure to include any supplemental items that you received with the rental item.

How do I package my rental item for return?
You’re responsible for organizing the pickup time, pickup place and shipping the rental item. The courier partner will bring the carrier bag for packaging. Make sure you provide the delivery person with the correct textbook and correct delivery address.

Getting Started

Can I rent on bookabook.co.za?
From January 15, 2016, you can rent items from our rental marketplace. Make sure you register with bookabook.co.za.

Can I order from anywhere in the world?
To rent items through book a book©, you must be registered with us and have a residence and shipping address in the South Africa (other countries coming soon).

Why should I rent from book a book?

  • First textbook rental company which works.You can “test drive” an item if you’re not sure if you want to buy it or not.
  • You can easily compare rental prices from various sellers to determine what’s best for you.

  • We’ve teamed up with selected merchants to offer a variety of high-quality rental items, along with great customer service and satisfaction.

  • Free return shipping for all rental items

Are all categories on bookabook.co.za eligible for rent?
We currently offer rentals in our  Textbooks categories.

Who are the rental merchants on bookabook.co.za?
We’ve teamed up with selected merchants and any other student to offer the rental marketplace program.

What rental periods do you offer?
You can rent items for 60 days, semester, or 1 year.

How do I rent an item?
Renting an item is easy:

  • The search bar on our home page lets you search for rental items and fixed price items from our entire inventory. You can search by title, author, or ISBN.

  • On the search results page, click the item you want to rent and go to the product detail page. You can browse rental inventory which includes selling books (new and secondhand) you can select basing on location and price.

  • Click the Rent button to add a rental item to your Shopping Cart and then click Proceed to Checkout when you’re ready to checkout, (A DEPOSIT FEE WILL BE INCLUDED AND WILL BE RETURNED TO YOU UPON RETURN OF TEXTBOOK) or click Continue Shopping for more rental/sell items.

Are supplements included with rental items?
Some publishers reference supplements that are part of the rental item. However, these supplements are separate items and aren’t guaranteed to come with your rental item. If a supplement is included with the rental item, you’re allowed to use it, but it must be returned with the rental.

What condition do rental items come in?
We require our merchants and students to provide rental items without water damage, stains, or missing pages. The rental items may have some writing and highlighting, but nothing that should interfere with readability.

Can I choose the quality of the rental item?
We’re not able to fulfill requests for specific conditions of rental item. If you need an item to be in a certain condition, we recommend that you buy the item.

When does my rental period start?
If you choose expedited shipping, your rental period starts on the 4th business day after completing the checkout of the rental items. For standard shipping, your rental period starts on the 7th business day after checkout.

When does my rental period end?
Your rental due date is the day that your rental period ends (including the start date). If the due date falls on a public holiday, we’ll adjust the rental due date to fall on the next business day. Make sure the date on the delivery item or shipping receipt is dated before or on the rental due date.

How do I return a rental item?
Returning a rental item is free, but you must use our third-party delivery partner or deliver to the merchant shop or individual who rented the book to you if around. and please remember to ask for withdrawal pin upon delivering face to face or at merchant shop. Just follow these steps:

  1. Visit the My Account > Rentals page, and fill in the form for the item you want to return. You must ship the rental item using our delivery partner or else the delivery will not be free and will be paid from your account.

  2. Package the item appropriately to avoid damage and ship the item using the carrier indicated on the shipping label. Be sure to include any supplemental items that you received with the rental item.

  3. You can track the returned item, we will send you a link for tracking and the track number.

Can I buy rental items too?
You have 2 options to purchase rental items:

  • On the product detail page, you can choose to buy an item after browsing through the Items For Sale tab.

  • You can also choose to purchase a rental item by simple by filling the form in the -> return book page-> buy rented book.

 

Checkout Process

What forms of payment can I use?
All purchases must be made using one of the following: Visa, MasterCard, EFT (via i-pay).

Why is my credit/debit card being rejected?
Your credit or debit card may be denied if:

  • There are insufficient funds in your account.

  • The Card Verification Value (CVV) number doesn’t match your credit card number. The CVV number is the 3- or 4-digit code found on your credit or debit card.

  • The expiration date of the card is before the end of at least one of the rental periods plus 30 business days.

What shipping methods are offered?
There are 4 options available:

  • Free delivery (meetup with seller, this is arranged by both of you (buyer and seller)). Provide seller with withdrawal pin ONLY if you happy with the textbook you are renting/buying.
  • Free delivery ( this is paid by seller/renter)
  • Fast Paid delivery (dawn-wing courier company)
  • Eco-paid delivery (Fast-way couriers)

Is the information I submit secure?
book a book © endeavors to safeguard the confidentiality of your personal information. This includes encrypting credit and debit card information, as well as password protecting all your personal information. For more information, please visit our Privacy and Security Policy page.

 

Placed Orders

How do I track my rental order?
All rental item shipments will have a tracking number. To check tracking information, log in to My Account and then click the Click orders link.

How do I check my rental orders?
Please visit the Rentals page in the My Account section. You can view transactions by time period or date range.

When will my rental item arrive?
Every time you rent an item, we’ll send you an email with your order confirmation email and estimated delivery date.

I haven’t received my rental item.  What should I do?
Because delivery dates are estimates, your rentals might not arrive on the exact estimated time period. If you haven’t received your order by your estimated delivery date:

  • Check the tracking number for your order by going to the order section in My Account. If the tracking shows your order as being delivered, you might want to check with a neighbor or co-worker to see if they signed for your order. Also, check with your mail carrier, around your mailbox, and outside your house.

  • If the tracking number shows the package at a location near you, then your order should be arriving soon.

  • If you’re still not able to find your order, or it’s more than 2 business days past your delivery estimate, read about resolving problems with your order.

What if I received a rental item that was damaged or it’s the wrong item?
For more information about these situations, please read about resolving problems with your order. You must follow the guidelines of the Buyer and Renter Protection Policy and all other applicable terms to be eligible to file a claim.  Please note that rental items aren’t promised in any particular quality condition and that rental item claims relating to quality condition—other than damaged items as described above—aren’t covered by the Buyer and Renter Protection Policy.

Using Rental Items

Can I write or highlight in my rental item?
You may write and highlight in a rented book as long as the readability isn’t affected.

What happens if I lose my rental item?
You’re responsible for returning the rental item at the end of your rental period. If you’re not able to do so, you’ll be charged the buyout price of the rental item. Once we deduct you rental deposit amount, your rental agreement for that item ends and the item becomes yours.

What happens if my rental item is damaged during my rental period?
If a rental item you send back at the end of your rental period is significantly damaged, you’ll be charged the buyout price for the rental item plus the return shipping cost. We’ll ask the merchant to ship this rental item back to you. Significant damage includes:

  • portions of text, diagrams, drawings, images, or photos that are obscured or aren’t legible

  • parts or whole pages or covers that are warped, missing, stained, unclean, mildewed, or moldy

  • pages that are stuck together

  • damage that otherwise limits readability or re-usability of the item

Can I get a discount if a rental item has significant wear and tear?
We require our merchants to provide rental items without water damage, stains, or missing pages. The amount of wear and tear will vary from rental item to rental item. We don’t offer any discounts on used rental items that appear more worn. If you’re not satisfied with the condition of your rental item, please read about resolving problems with your order.

End of Rental Period

Can I extend my rental period?
You can request an extension to keep a rental item beyond its due date for up to 60 days. You’ll be charged for any additional days by us debiting your account. You can also choose to purchase the rental item at the end of your rental with the buyout option.

The extension will show up in the Rentals page under the original rental transaction. To request an extension:

  1. Go to the My Account section.

  2. Click the Extend page and fill the form.

  3. Choose how many days you want to add to your rental should be (60 or 125).

  4. you will receive SMS and email confirming extension and other details related to that.

Is there a limit to how many times I can extend a rental?
You may extend the time period of your rental item as many times as you like. Once the cost of the rental extensions is equal to or more than the price to purchase the rental item, a buy rented book option is available for you to purchase the item if you’d like.

How do you set the extension price for a rental?
The rental extension rate per period is based on the original rental rate and time period.

Once I extend a rental, where do I find my new due date?
Your new due date is shown on your Rentals page on your account page.

Can I buy my rental item?
You can choose to buy a rental item, by using our buy rented book option. You’ll be charged the difference between the accumulated rental cost, which is the deposit being held by book a book© and rental will be deleted from your account.

How do you set the buyout price for a rental?

 Your buyout price is equal to the replacement cost* less rental price which is the deposit held by merchant.

*The retail purchase price for a new copy of the rental item (as determined by the merchant) on the day you place your order, plus any applicable sales tax.

How will I be charged if I buy an extension?
When you extend or buyout your rental, your deposit will be debited on your approval.

Once I extend a rental, where do I find my new due date?
Your new due date is shown on your Rentals page.

How do I return a rental item?
Returning a rental item is free, but you must use the return shipping label provided by bookabook.co.za. Just follow these steps:

  1. Visit the My Account > Rentals page, and fill in the return form. You must ship the rental item using our partner.

  2. Package the item appropriately to avoid damage and ship the item using the carrier indicated on the shipping label. Be sure to include any supplemental items that you received with the rental item.

  3. You can track the returned item after receiving track  number via email or sms.

Will you send me a reminder when my rental is due?
We’ll send an email reminder to let you know your rental is due. Because some email providers have certain filters in place and email delivery isn’t always reliable, we’re not responsible for emails that are delayed or aren’t received.

  • Please make sure that your email address on file is correct and phone number is correct at all times.

  • We also recommend that you add the email address [email protected] to your address book to ensure our reminders aren’t filtered to your spam or junk folder.

Are there any late fees?
You’ll be charged late fees if you don’t ship the rental item back to the merchant on or before the end of the rental period or after the 5 day return grace period.. You can avoid being charged additional fees for the rental item by:

  • Purchasing the item through our buy rented book option.

  • Adding an extension to your rental period before the rental due date.

  • filling in the form on return Rentals page and shipping the item before the due date.The courier company will contact you for a pickup. to avoid additional charges, please contact them.

What happens if I return the wrong rental item?
If the merchant receives an item from you that’s different from the one you rented, you’ll be charged the buy rented book price of the rental item, plus the return shipping cost. The merchant will be asked to ship the incorrect item back to you

How do I track my return?
All return shipments will have a tracking number.

 

Renting – Order Problems

What should I do if I have a problem with my item?
If you don’t receive your rental item, receive a damaged item, receive the wrong item, or have another problem with your item, you can use bookabook’s  email forwarding system to contact the merchant and try to resolve the issue.

To use our email forwarding system:

  • Click the My Account  page. You may need to sign in.

     Enter in any comments you may have for the seller or rental merchant.

    Click the Send Message button.

Once the merchant approves, you may return the damaged or wrong item within 7 days. You must provide a tracking or delivery confirmation number if a merchant disputes receipt or the timeliness of the return. In the event of a dispute, a full refund may not be issued if the item wasn’t shipped within 7 days or if you can’t provide tracking or delivery confirmation. At this point, as the shipper, you’re responsible for the item reaching the merchant. bookabook is not responsible for loss or damage during shipping, so we suggest you purchase shipping insurance.

If you haven’t reached a satisfactory resolution with the merchant, you may submit a claim under our Buyer and Renter Protection Policy.

I want to change shipping options on an order I’ve already placed
At book a book, items are rented from merchants across the country. Once you place an order on bookabook.co.za, the merchant will have 3 business days to ship the item to you, sometimes shipping it out within hours of receiving your order.

Prior to renting an item, you can check the shipping methods the merchant uses. Click the merchant’s user ID, and the merchant information page will be displayed. This page will display the shipping methods the merchant supports.

If you believe the merchant hasn’t shipped your item yet, you may attempt to contact them by following the instructions above. Please know that merchants don’t have to agree to your request to change the shipping method.

How can I tell if my order went through?
To check on your completed orders, follow these steps:

  1. Click the My Account page. You may need to sign in.

  2. Click the orders link.

On the orders screen, you can see all the orders you have placed on bokabook.co.za, sorted by your most recent orders at the top. If the order you just placed isn’t there, there may have been a problem checking out. Check your Shopping Cart to see if your items are still there.

If you’re checking on an order you just completed, be sure to use the links outlined in steps 1 and 2 above to review this information. Don’t use your browser’s Back or Forward buttons, as these won’t always give you the most up-to-date information for your account. In some rare instances, items might take longer than 2 hours to appear in your orders under My Account. If you’ve placed an order and it doesn’t appear after 2 hours from the time you purchased it, please check with your bank or credit card company to see if the order went through. If your bank or credit card has been billed, don’t place the order again. We suggest you recheck your purchases in 48 hours. If your order still isn’t showing up, please contact Customer Service.

Can I cancel an order that has already been placed?
At bookabook.co.za, items are rented from merchants across the country. Once you place an order on book a book©, the merchant will have 3 business days to ship the item to you, and will often ship within hours of receiving your order.

You can’t cancel orders once they’re placed. This includes duplicate orders. All orders are final, except for those cases defined in the book a book© Buyer and Renter Protection Policy.

If you can’t contact the merchant before they ship your item, you might contact them by using our email forwarding system. Please understand, however, that the merchant isn’t required to cancel the purchase.

I placed an order, but now it shows up as refunded
Sometimes an order will show as being “Refunded,” because the merchant has cancelled your order for one of the following reasons:

  • You and the merchant mutually agreed to cancel the transaction.

  • Bookabook© Customer Support requested that the merchant cancel the transaction.

  • You rented an item despite merchant limitations, such as the seller not shipping to P.O. boxes or a request to ship the item to somewhere outside South africa.

In general, when a merchant lists an item on bookabook, and a customer rents that item, both members are expected to honor that transaction. Accordingly, the merchant should not cancel a transaction except for the reasons listed above.

Merchants are expected to perform in a manner that results in a consistently high level of buyer satisfaction. If a merchant’s interactions with the bookabook community create unacceptable levels of buyer dissatisfaction, we’ll take appropriate action on the merchant’s account and remind them of their responsibility to their customers.

If you feel your merchant has violated our policies, please contact us so we can investigate the situation

My item took a long time to arrive. While I was waiting, I bought it elsewhere. Can I cancel my order?
Orders can’t be cancelled by the customer once they’re placed. All orders are final, except for those cases defined in the bookabook Buyer and Renter Protection Policy.

You may want to contact the merchant to work something out by following the instructions above. Please note that the merchant is neither required to cancel the order nor issue a refund.