Roomhate by Penelope Ward

PAYMENTS & ORDER CANCELLATIONS

• All sales are final.
  
• We do not allow order cancellations once an order has been placed. This includes all regular books, merchandise, and preorders.
  
• Please review your cart carefully before checking out.
  
• Discount codes cannot be applied retroactively.
  

 

IN-STORE PICKUP POLICY

• Please double-check that you select the correct store location for pickup at checkout—we cannot transfer orders between locations.
  
• You will receive an email once your order is ready for pickup. Please wait for this email before coming in.
  
• Bring your receipt or order confirmation email that includes your order number when picking up.
  
• You have 14 days from the date your order is marked "ready for pickup" to collect it.

After 14 days, unclaimed orders will be restocked, and no refund will be issued unless you contact our customer service team within the 14-day window at hello@steamylit.com

 

RETURNS & REFUNDS

Online Return / Exchange Policy

• We do not accept returns.
• We offer store credit or a partial refund on a case-by-case basis if your item arrives damaged or there is a fulfillment error.

To request assistance:

• Email hello@steamylit.com within 30 days of the delivery date.
• Include your order number and clear photos of the issue.
• We do not offer full refunds under any circumstance.

In-Store Return / Exchange Policy

• We do not offer returns, but we’re happy to offer exchanges for eligible items.
  
• Exchanges must be made within 30 days of purchase
  
• Items must be in new, unused condition with original packaging (if applicable).
  
• Books must be unread and free of damage (no bent pages, cracked spines, or markings).
  
• Apparel must be unworn and unwashed, with all tags still attached.
  
• Sale items, special event items, and final sale items are not eligible for exchange.
  
• Exchanges made in-store require the original receipt for proof of purchase.
  
  

We do not offer store credit for exchanged items—only a one-time exchange for an item of equal or greater value (customer pays the difference if applicable).

DAMAGED ITEMS POLICY

We consider an item damaged if:

• There are deep scratches or gouges on the cover, spine, or dust jacket.
  
• Pages are missing or misprinted.
  
• There is significant water damage or binding issues.
  
• Tears larger than 2 inches are visible.
  
  

We do not consider the following as damage:

• Minor corner dents or edge wear.
  
• Light scuff marks or scratches.
  
• Small cosmetic imperfections under 2 inches.
  
  

All claims are handled case by case. If approved, we may offer store credit, a replacement (if inventory allows).

SHIPPING POLICY

Fulfillment Timeline

• Orders are processed within 3 weeks.
  
• Pre-Order Campaign titles begin to be shipped the week of the release date.
  
• If your order contains a preorder item, your entire order will be held until all items are ready to ship.
  

Carriers & Tracking

• We ship via USPS and UPS (domestic only).
• You will receive a tracking link once your order is dropped off with the carrier.
• A shipping label being created does not mean your order has shipped yet. Tracking updates may take anywhere from 1-2 weeks.

Flat Rate Shipping

• All orders are charged a flat shipping rate, shown at checkout.
  
• We do not ship internationally at this time.
  

Incorrect Addresses & Returned Packages

• If a package is returned due to an incorrect or incomplete address, the customer is responsible for return shipping costs.
  
• If the reship fee is not paid, the order will not be resent or refunded.

Replacements

If a replacement is approved:

• The original item must be returned before a replacement is sent.
• We will provide a return shipping label, and the cost of the label will be invoiced to the customer before the replacement is sent.
• The label must be used or scanned within 5 business days (excluding holidays).
• Once the return is marked as delivered to us, your replacement will be processed within 30 days (excluding holidays).

 

LOST PACKAGES

• If your tracking number shows a package as "delivered" but you have not received it:
  
  • Wait 72 hours, as carriers sometimes scan early.
    
  • If the package still hasn’t arrived, contact us at hello@steamylit.com within 30 days of the delivery date.
    
  • We are unable to assist with lost packages after 30 days.
    

EVENT BOOK PICKUP POLICY

If your event ticket includes a book:

• You have 14 days to pick it up in-store.
  OR
• You may request shipping within 14 days (shipping costs apply).
  

After 14 days, the book will be restocked and no refund or store credit will be issued.