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First Book Marketplace Help

 

What is the First Book Marketplace?

The First Book Marketplace is a site where brand-new books and educational resources are available, exclusively for programs and educators serving kids in need, at 50-90% below retail price.  The First Book Marketplace offers thousands of affordable, high-quality books and educational resources for ages 0-18. To place an order on the First Book Marketplace, you must be registered with First Book.  If you are serving kids in need you can create a free account anytime at www.firstbook.org/register.

 

Why can’t everyone purchase from First Book?

Books on the First Book Marketplace are not available to the general public because First Book's mission is to provide books and resources to children from low-income families. Publishers sell books and resources to First Book with the express knowledge that they will only be provided to organizations serving children who meet our eligibility criteria.

First Book only serves established programs and schools.  We encourage individuals and families who are interested in First Book’s resources to bring our information to eligible programs and schools your child is attending and encourage them to sign up. For more information about our eligibility and registration please visit www.firstbook.org/register.

 

Does First Book offer funding for books and resources?

While First Book is not able to provide funding for every school or program in our network, there are several opportunities for funding support available.

-Many of our corporate and non-profit partners fund special opportunities throughout the year that offer funding support to schools and programs within the scope of that project (for example, schools in New York City, second grade teachers, or summer feeding sites, etc.). You will be notified via email if you are eligible to participate in any of these programs.

-Empower your community to help bring more brand new books and resources to the children you serve by starting a First Book Fundraising Campaign! This free online fundraising tool makes it easy for you to share your story with your network, and ask for their support of your organization, classroom, or program. Become a champion by clicking here.

 

How much is shipping?

All orders of $75 or more include shipping to the U.S. 50 states and the District of Colombia. Orders that are below $75 ship for a flat fee of $7.50. Please contact us to discuss shipping fees for Puerto Rico and other U.S. Territories.

If any delivery is unsuccessful due to costumer error, a delivery surcharge will be assessed before the Marketplace can re-ship the order. Customer error includes, but is not limited to: providing an incorrect shipping address, providing a Post Office Box as a shipping address, or providing a shipping address that is not available during normal business hours.

 

When can I expect my books?

An order will generally arrive between 8 to 14 business days from the time First Book receives payment for your order. You can access the tracking information for your order once it has shipped by clicking on My Orders within the My Account section in the top right-hand corner of the Marketplace. 

You can expedite your order by calling First Book Member Services immediately after placing your order.  There will be an extra charge per item to expedite the order.

Please be aware that your order may arrive in multiple shipments. Some items ship directly from the publishing companies and may take an additional two weeks to arrive. For further shipping details about specific items please call First Book Member Services.

 

What payment methods are accepted?

The following payment options are available:

  • Gift Cards – Many of our partners provide gift cards to local organizations to purchase books on the First Book Marketplace. If you have received a gift card, you will be notified via email with the gift amount and online redemption instructions. To check the balance of your Virtual Gift Card, log in to the First Book Marketplace and click on My Account at the top right-hand corner of the page. Click on Gift Card along the left-hand side of the screen to enter your Gift Card number and view the balance. If you have lost your Gift Card number or have any questions, please contact First Book Member Services.
  • Credit Card – First Book Marketplace accepts Visa and MasterCard.
  • Check – Please note that your order will not ship until after payment is received. Please include your order number on the check for faster processing.
  • Purchase Order – Legally binding purchase orders are accepted. Your order will ship once First Book receives and approves a signed copy of the purchase order.
  • If you are paying for your order with a promotion code, please see the section concerning promo codes.

I chose purchase order as my payment method but where do I send it?

You may email a signed copy of your purchase order to purchaseorder@firstbook.org, or you may fax a signed copy of your purchase order to 1-855-888-3982.

How do I apply a Gift Card to my order?

If your program has an available Gift Card to use, you can apply it to your order in the ‘My Shopping Cart’ area of your Marketplace account. You can apply the Gift Card from this page:

  • Locate the field titled "Gift Cards" on the right-hand side of the shopping cart screen underneath the 'Proceed to Check Out' button.
  • Enter your Gift Card number
  • Click thebutton that says “Add Gift Card"
  • You should see the grand total of your order update automatically.
  • You can also enter your Gift Card number on the Checkout screen underneath your grand total in the field marked 'Gift Card Code.'
  • If your Gift Card does not cover the full amount of your order, you will need to provide a payment method to cover the balance.

If your Gift Card does cover the entire balance of your order you will know that your Gift Card has been successfully applied because you will get a payment method option that says “No Payment Information Required.” Keep proceeding to confirm your order! Once you have confirmed your order, you will immediately receive a confirmation email.

How do I add a promotion code to my order?

Our partners often provide funds for promotions or special opportunities available to specific audiences. If you have a promotion code and would like to apply it towards your order, go to the ‘My Shopping Cart' area of your Marketplace account, found in the top right-hand corner of the page.

On the right-hand side of the shopping cart screen, directly underneath the green 'Proceed to Checkout' button, there is a field titled 'Discount Codes'.  Enter the promotion code in this field and the click the button that says "Apply Coupon".

You can only use one promotion code per order. If you have two promotion codes you’d like to use you will need to place two separate orders.

Why isn't my promotion code working?

There are multiple reasons why a promotion code might not work. These include, but are not limited to:

  • The code has already reached the maximum number of uses. Many of our promotion codes operate on a first come, first served basis.
  • The code is for a specific selection of books. If you received an email notifying you of the promotion with a link to a specific collection or page of books, the code might only be valid for the collection or books that are found on that page.
  • The code has expired. Some of our promotions are only available for a specific amount of time.

If you have additional questions as to why your promotion code is not working, we encourage you to contact us and we will be happy to provide more details.

I’m in my shopping cart and ready to checkout but it won’t let me proceed to the checkout…Help!

If you are unable to proceed to checkout, please first refer to any error messages in red that may appear at the top of your screen and make the recommended adjustments to your order.  Additionally, you will not be able to proceed to checkout if your cart contains books or resources that are out of stock or no longer available in the quantities you requested. If this occurs, information related to quantity or availability will be listed underneath the individual title or resource in question. Please review and adjust quantities as needed. If you have followed these steps and are still unable to checkout, please contact First Book Member Services.

How do I order a free supplemental resource? Where can I access these resources after checkout?

Some titles on the First Book Marketplace feature Free Resources (tip sheets, study guides, etc.) to help enhance and support the reading or learning experience. Throughout the site, all books that are paired with Free Resources are marked with a blue banner icon. If a book is paired with a Free Resource, it will be available for immediate download from the book's information page. Any Free Resources will be listed directly below the price of the book. Simply click on the title of the resource and it will open in a new tab for you to review, print, or save.

Free Resources are NOT shipped. If you purchase a book that is paired with a Free Resource, you will automatically receive a link to access that resource in your order confirmation email.

What is the return policy?

In order to offer books at significant discounts exclusively to programs serving children from low-income families, the First Book Marketplace does not accept returns. We encourage customers to research titles before purchasing them, for instance by entering the book information that we provide (title, author, ISBN) into an online search engine for descriptions and reviews. Please also review the quantity of each title in your shopping cart prior to checking out, as some titles are sold in carton quantities only. If you have questions about a specific book, please contact us before you place your order. All sales are final.

Can books be resold?

No. Books purchased through the First Book Marketplace may not be resold or used for fundraising purposes. Violators of this policy may lose access to their First Book account.

Why was I charged sales tax on my order?

By default, we collect state sales tax on orders placed by organizations in Arkansas, DC, Hawaii, North Carolina, Pennsylvania, Tennessee and Virginia. If your organization is located in one of these states and is exempt from state sales tax please contact us. We will work with you individually to process your order without sales tax.

How can I find a copy of my invoice?

You can find a copy of your invoice by:

  • Logging in to the Marketplace and clicking on 'My Account' at the top right-hand corner of the page.
  • Click on 'My Orders' along the left-hand side of the page.
  • Select the order you need an invoice for by click on 'View Order' in the 'Information' column.
  • At the top right-hand corner of that screen, click on 'Print Order'. The order summary serves as your invoice and will open in a new tab.
  • Please share that invoice with your Accounts Payable personal if you require them to submit the payment on your behalf. First Book only sends an automated order confirmation email to the First Book account holder.

I am looking for a specific title. How do I find it?

If you are looking to locate a specific title or product, you may enter it in the Search field at the top right-hand corner of the page. Please be as specific as possible and ensure all search terms are spelled correctly. To narrow your search further, click on “Advanced Search” in the footer of the page. In Advanced Search you will be able to enter more information about your product of interest, including language, age range, ISBN, etc.  Still can’t find what you are looking for?  Reach out to First Book Member Services!

Will my Shopping Cart be saved?

If you are logged in to the First Book Marketplace, your Shopping Cart will be saved by the Marketplace for 30 days. It will be available to you the next time you log in – even if you log in from a different computer. If you wish to save a list of items for a longer period of time you can add items to your Wish List. Be advised that adding an item to your Shopping Cart or Wish List does not reserve the item and it is possible that it could go out of stock. Items are not reserved until your order is placed. You can only have one Shopping Cart and one Wish List at a time.

I saw a specific title on the site that I wanted to order last week but it’s no longer available. Will you be getting this title back anytime soon?

The products that you see on the First Book Marketplace reflect our entire available inventory at this point in time. We are not able to guarantee that a specific title or item will be back in stock as we make room for newer titles.

If you have any questions about specific titles, or would like to find out if we are in the process of re-ordering them, contact us.

I want a specific book, and I cannot find it anywhere. Will you be getting that title?

We cannot guarantee the availability of any specific titles, however, we invite you to submit a title request form, so that we can look in to making your title of interest available on the First Book Marketplace sometime in the future. Click here to access the Title Request Form.

Can I request a large quantity of a specific title?

If you are interested in purchasing a large quantity of a specific title or product (1,000 copies or more of the same item), please complete this form and we will contact you about your request.

How can I update my account information?

You can update your account information by logging in to your account by logging in to the First Book Marketplace at the top right-hand corner of the page and clicking on 'My Account.' Along the left-hand side of the 'My Account' page, you can edit your contact information, saved address, and password.

Where are the free books?

First Book offers two main resource channels to help you get affordable, brand new books and resources to the kids you serve. The First Book Marketplace has more than 5,000 titles, plus a variety of nonbook resources such as school supplies, digital learning devices, non-perishable food items, and basic clothing items. There are a variety of free resources such as tip sheets for family engagement and online learning tools available for free on the Marketplace.

The First Book National Book Bank distributes brand new, donated books to programs and schools all around the country. Books through the First Book National Book Bank are always free, and shipping and handling ranges from $0.55 to $0.75 per book. Members of the First Book Network are notified via email each time a Book Bank opportunity opens up. Not signed up yet? Click here to join!

Open eBooks is a new app that gives kids from low-income families access to a digital library of thousands of popular and award-winning children’s and YA eBooks for free! The free iOS and Android app allows kids of all ages and their caregivers to instantly download up to 10 eBooks at a time to their mobile digital devices. Each eBook will be available for 56 days before it must be renewed. Students and their families can choose eBooks based on the topics that get them excited about reading and learning, and search for eBooks by title or author. To request access for the kids you serve, click here.

Who can I contact for additional help?

For assistance please contact the First Book Member Services.

  • Call us at (866) READ-NOW or (866) 732-3669 from Monday to Friday from 8am to 6pm Eastern Time (except for major holidays)
  • Send an email to help@firstbook.org.