Frequently Asked Questions
I didn't get a confirmation email. Did you receive my order?
Please check your spam or junk folder and make sure to add [email protected] to your safe senders list. You can also confirm if your order was submitted by checking your Status of Current Orders.
My order disappeared from "Status of Current Orders." What does that mean?
Once an order has been packaged to be shipped, it will move to "Record of Past Purchases" on your Powells.com account page. If your order has tracking, it will be uploaded here!
Has my order shipped?
We will email you as soon as your order has shipped! You can also view this information by logging on to your Powells.com account. Orders that are still processing will be located under Status of Current Orders. Orders that have shipped, or will ship soon, are located in Record of Past Purchases. By clicking "view details" in the column on the right, you can open up the order and see all of the books in your order and any available tracking information.
I accidentally authorized several PayPal transactions, but only placed one order. What happens to the other pre-authorizations?
Any pending PayPal pre-authorizations not associated with an order will not be completed and will be released back to your account automatically. This may take a few business days to process.
Can I cancel my order?
If an order can be cancelled, you may do so here.
What if my order cannot be cancelled using that link?
We are sorry, but your order has been processed beyond the point that it can be cancelled. You may return it to us for a refund. Please send your return, along with a note that includes your order number, to:
2720 NW 29th Avenue
Portland OR 97210
How do I return a book for a refund?
We accept returns in our Cedar Hills Crossing and Burnside store locations and by mail. For purchases made in February and March 2020, we will honor the return in our stores until September 21. Purchases made starting September 21, 2020, will be held to the normal 30-day return policy. We are also accepting returns by mail. You can return any order within 30 days of the date you received it to the following address:
2720 NW 29th Avenue
Portland OR 97210
I made a mistake on my order. Can I change the shipping address or alter it in some other way?
Maybe. If possible, please cancel your order and place it again using the correct information.
Do you offer exchanges?
We process exchanges by issuing a refund for the original product after it is returned to us and having you place a new order for the desired item. If there was something wrong with the item you received, please let our customer support team know by emailing [email protected].
How do I apply my Powell’s Credit to an order?
If you received a Powell’s eGift Card and clicked on the link to activate your credit, or if you sold us some books and received an email that your Powell’s Credit was issued, then that credit will appear automatically on the Payment page of the checkout process. You can check your current Powell’s Credit balance here.
Why is it taking you so long to ship my order?
While we are working incredibly hard to keep books in the hands of readers, we have had understandable interruptions in our day-to-day business. While we are working very hard to process all orders, our processing time is impacted by the adjustments made to keep our staff safe. Please be patient with us. We'll email you as soon as your order has shipped.
Can I still sell you my used books?
Our used book buying counters are now open at all three of our Portland-area locations. Before visiting us in-stores, please read about how the program has changed and find our new Used Book Buying hours.
When applicable, please include the order number or bid number you are inquiring about in the subject line of your email.
Order by Phone:
Ordering books online from Powell's Books is fast, easy, and safe. But sometimes you want to hear a friendly, human voice reassuring you that your order has been correctly placed. We understand — that's why our Contact Center is staffed with the friendliest and most reassuring human beings on the planet. If you prefer to order by phone, there's no better way to do it!
Our Deaf customers are encouraged to use their video relay/state relay service.
Media & Marketing:
Publishers & Authors: