Dorchester Publishing Customer Service

Questions? Comments? Dorchester's Customer Service team is at the ready to answer any and all of your questions. Get a personal response from a Dorchester Publishing representative. Call us at 212-725-8811 x217 Monday through Friday 9:30am - 4:30pm EST* or email us at customerservice@dorchpub.com. We can also be reached via physical mail at the address below.

Customer Service

Dorchester Publishing
200 Madison Ave.
Suite 2000
New York, NY 10016

FAQs

Please review the Web site's page of FAQs before contacting Customer Service as this section is frequently updated.

Secure Shopping

You can shop at dorchesterpub.com with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards safely and securely for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. See an online payments diagram to see how it works.

The company adheres to strict industry standards for payment processing, including:
• 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
• Industry leading encryption hardware and software methods and security protocols to protect customer information.
• Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.net Privacy Policy. The Web site dorchesterpub.com is registered with the Authorize.Net Verified Merchant Seal program.

Why was my credit card declined at checkout?

This can occur for several reasons. The Address Verification Service (AVS) is a tool designed by bankcard processors to assist in identifying potentially fraudulent credit card transactions. For every credit card authorization, AVS compares the billing address and ZIP code provided by the customer at the time of purchase, to the address and ZIP code on file at the card issuing bank. AVS then returns a response code indicating the results of the comparison. A card will be declined if: Transaction was submitted without a billing address. AVS data provided is invalid or AVS is not allowed for the card type that was used. The AVS system was unavailable at the time of processing. The card issuing bank is of non-U.S. origin and does not support AVS. The U.S. card issuing bank does not support AVS.

Returns and Refunds

If any product purchased from the Dorchester Web site or Telecenter arrives damaged*, you are entitled to an exchange or a refund of the purchase price. Please contact Customer Service via phone or e-mail within 30 days of purchase. Undamaged product may be returned for exchange or credit.

If you unintentionally purchase the e-book format of a title while intending to purchase the print format, DO NOT download the book. Contact Customer Service and we will refund your money. If you download the e-book prior to asking for a refund, we will consider this the intended format of the purchase and eligible for refund only in the case of damage* to the e-pub file.

*E-books occasionally contain textual errors that are a result of the conversion process. Minor errors such as this are akin to typos in a print format and are not considered ‘damage.’

Shipping Policy

Shipping and Handling fees are calculated based on the assumption that all physical products in an order will ship together from one location. However, please be aware that products sold on the Dorchester Web site may be filled from several different warehouse locations and therefore arrive in multiple shipments. If you receive a package containing part of your order, please allow time for the full order to ship before contacting Customer Service.

FREE Shipping on Orders $35 and More: Only products that require shipping apply towards earning free shipping.

Orders with a Ship To address of a correctional facility must be shipped via USPS.

NOTICE: Due to warehouse inventory conducted during February and March, orders placed in that time period may take 2-4 weeks to ship. Shipping options at checkout will be limited to standard options as no expedited shipping is available during periods of inventory.

I am a book club member. How does the closing of the Book Clubs affect me?

Please click here for detailed information concerning the closing of the Dorchester Book Clubs.