Frequently Asked Questions

I am having trouble ordering. What should I do?

If you are having trouble ordering, the website doesn't remember your books, or encountered an unexpected error, please try one or all of the following:

• Refresh/Reload the page depending if you are using Internet Explorer or Netscape Navigator.
• Restart your computer
• Make sure you have the latest version of your browser. Internet Explorer/AOL users especially need to have version 4.0 or higher of your respective browser to keep from getting errors on the order pages.
• Make sure that you are accepting cookies. Our site uses a session cookie, which helps us remember the books you want to order, personal information, and other ordering decisions you make when you order. Your session cookie will always expire when you close your browser or when you leave the website for more than 48 hours.

Will the website alert me if I try to order a book I have already ordered?

Yes! When you add a title to your shopping cart and hit Update, look underneath the book number for a note that says, "Previously Ordered".

To see a listing of all the titles you have ordered, please visit the "Recent Orders and Account History" section of the My Account page.

How can I access my account history?

There are two ways to access your customer history and confirm orders with B-O-T:

1. Visit the My account page of our website for a complete rental and purchase order history, including all titles and order dates.
2. Contact us via e-mail, fax, or regular mail and we can send you your customer history and/or order confirmation by e-mail or regular mail.

How do I find the book I want?

There are multiple methods for searching for a book on our website:

1. On the search page you can search by title, author, reader, genre, keyword, and book number. You can also browse by title, author, reader, or length of listening time. Furthermore, you can do a quicksearch on the top of every page. This is the same as a keyword search.
2. If you already have a book on your screen you can also browse by copyright year, production year, or by series
3. Award Winners and our most popular books can be found on our Recommendations page
4. Our most current books can be found on our New Releases page.

How can I cancel an order?

To cancel any unshipped order, please visit the Recent Orders section of our My Account page. Once you have located your order, simply look to the right and click the appropriate cancel button. You will have the option to refund the order cost to your credit card or have the money placed on your account for future use. If you prefer, you may also cancel an order by contacting our customer service department.

How do I know that it is safe to order on www.booksontape.com?

To ensure the safety of your data we automatically place you on a secure server when ordering or accessing your account.

We also use the latest and most secure software technology provided by Verisign. As result, all transactions including personal information are secured so that they cannot be read while traveling over the Internet (this includes, credit card information, name, phone number, etc.). If you still feel unsure about ordering on our website, please contact our customer service department. (NOTE: We do not sell or rent our list of customers to anyone. If you would like to make sure that we do not rent or sell your information to third parties, please send us an e-mail to never@booksontape.com).

Why can't I log in to my account?

Due to a large number of infrastructure changes that took place in January of 2005, Books on Tape was unable to keep a record of every customer account in our database. If you purchased at least one item in 2004 your account should still be active. If you did not, it is highly likely that you will have to create a new account.

You can setup a new account from our My Account page or if it's more convenient, take advantage of our account signup form that is available when you checkout.

How can I find out why my order was canceled?

In order to offer our customers the highest level of protection from credit card fraud, we take a number of extra precautions before we can succesfully charge your credit card. Should your order be canceled because it failed credit card authorization please consider the following:

1. Double check the billing address you used when you placed your order. It needs to match the address that your credit card company uses to mail your statements.
2. Make sure you entered the expiration date that matches the one on your credit card.
3. Make sure you didn't go over your credit card limit and that your account is in good standing.

Unfortunately, we do not yet have a mechanism to resubmit a canceled order. Thus, your only course of action is to add these books to your shopping cart and try again.

Should your order get canceled more than once, please contact us so that we can review the problem.