FAQ
How can I contact you?
All order and subscription support is handled by email only.
storyboundbox@gmail.com
Business hours: Monday–Friday, 9:00 AM – 5:00 PM
We do not respond evenings or weekends.
Please allow 2–3 business days for a response. Emails sent outside business hours will be answered the next business day.
Instagram DMs are not monitored for customer support or order inquiries, so please contact us via email only.
Before emailing, we encourage you to check our FAQs, as many common questions are answered here.
Can I email to ask about my order status or when my order will ship?
At this time, we are unable to respond to individual emails requesting order status updates or shipping timelines.
For non-subscription orders, our processing time is 2–4 weeks before shipping.
For book subscription boxes, billing occurs on the 1st of each month, and boxes ship at the very end of the month.
Because our timelines are clearly outlined and followed closely, there are no order status updates provided between the time an order is placed and when it ships. Once your order has shipped, you will receive your shipping confirmation.
Responding to individual order status emails takes time away from packing and shipping orders, which can delay fulfillment for everyone. We prioritize processing and shipping orders as efficiently as possible.
If your order has exceeded the stated processing timeframe, please email us and we will be happy to assist.
We truly appreciate your patience and understanding as a small, mother-daughter business handling all fulfillment in-house.
Do you support indie authors?
Absolutely! We very much prioritize indie authors as well as Canadian authors, since we’re proud to be a Canadian book box company.
How long does shipping take?
For non-subscription items, please allow 2–4 weeks for processing plus shipping time. Shipping can take 3–10 business days in Canada, or longer for international orders.
Subscription boxes follow a monthly cycle: billing occurs on the 1st of the month, and boxes ship at the end of the month.
I ordered my subscription box at the beginning of this month. Why hasn’t it shipped yet?
All subscription boxes are billed on the 1st of each month and shipped at the end of the month, because we include brand-new book releases in every box.
If you purchase within one day of the end of the month (for example, December 30th), you will still receive that month’s box. You will then be billed for the next month’s box on the 1st — this does not mean you are double billed, it simply applies to the next month’s subscription.
Why can’t I see my shipping information?
We no longer use Canada Post due to high costs and delays. Instead, we partner with a third-party courier for faster shipping and lower rates.
Tracking numbers do not currently integrate with Shopify or the Shop App, so at this point, all tracking is internal only. We are working on implementing a system so customers can see tracking in the future. Rest assured, your box is on the way even if tracking isn’t visible.
What’s your sizing like for apparel?
Our apparel follows standard unisex sizing. For example, a medium is a true unisex medium.
Can I customize my box?
Not yet — subscription boxes remain standardized so everyone receives the same experience. We are, however, developing custom options for gifting or personal picks in the future. Stay tuned!
Do you ship internationally?
Yes! We ship outside of Canada. Shipping times and rates vary depending on your location.
Can I skip a month?
Yes! You can manage your subscription, including skipping a month, through your customer portal.
To access it, go to our website, click Subscription Boxes, then select the My Portal tab.
How do I cancel my subscription?
You have full control over your subscription through your customer portal and can cancel at any time.