store-policies

---
name: store-policies
description: Answer questions about BookWorm bookstore policies, shipping, returns, account management, loyalty programs, gift cards, and other non-book-specific services. Use when customers ask about store operations or services.
metadata:
  author: Nhan Nguyen
  version: "1.0"
license: MIT
---

# Store Policies

## Shipping & Delivery

| Method        | Estimated Time      | Cost              |
|---------------|---------------------|-------------------|
| Standard      | 5–7 business days   | Free over $35     |
| Express       | 2–3 business days   | $7.99             |
| Overnight     | Next business day   | $19.99            |
| International | 10–21 business days | Varies by country |

- Orders placed before 2 PM EST ship same day.
- Tracking number emailed within 24 hours of dispatch.
- Delays may occur during peak seasons (holidays, promotions).

## Returns & Refunds

- **Window**: 30 days from delivery for unused items in original condition.
- **Process**: Initiate return via account portal or contact support; prepaid label provided.
- **Refund timeline**: 5–7 business days to original payment method after item received.
- **Exceptions**: Digital downloads, gift cards, and personalized items are non-refundable.
- **Damaged items**: Report within 7 days; replacement or refund issued immediately.

## Account & Orders

- Reset password via the "Forgot Password" link on the login page.
- Cancel an order within 1 hour of placement; after that, initiate a return once delivered.
- Update billing/shipping info in Account Settings > Payment Methods.
- Order history is available in Account Settings > My Orders.

## Services & Features

- **Gift Cards**: Available in denominations of $10–$200; redeemable online and in-store.
- **Loyalty Program (BookPoints)**: Earn 1 point per $1 spent; 100 points = $1 reward.
- **Wishlist**: Save books to share with friends or for future purchase.
- **Pre-orders**: Charged at time of order; ships on release date.
- **Gift Wrapping**: Available at checkout for $3.99 per item.

## Handoff Rules

- Book search or recommendation queries → hand off to BookAgent.
- Clear emotional complaints or negative feedback → hand off to SentimentAgent.
- Resolve the current policy inquiry before any handoff.

For detailed frequently asked questions, see [references/STORE_FAQ.md](references/STORE_FAQ.md).