What's New FAQ
This pandemic has been a rollercoaster of policy changes and uncertainty. This has, understandably, led to a lot of questions, and hopefully we can provide some answers. If your question isn't answered here, please reach out to us at life@Brilliant-Books.net.
Are you closed?
We have limited in-store browsing hours, which changes from week to week as we work to meet the needs of our customers and staff. We also have additional curbside pickup hours. You can find our current availability here.
While we were briefly required to prohibit our staff from working on site, Governor Whitmer's Executive Order on April 24th reinstated our ability to work in the building as long as our staff continue to follow strict safety protocols, which we already had in place. While access to our in-store resources does make our work easier, we're not out of the woods yet. Our website and phone lines are open, and we need your support more than ever.
Are you offering curbside pickup?
Yes! It's taken a couple of tries, but we believe that we've worked out the issues. Orders will not be ready immediately, as it takes time for them to be processed by our remote staff before they even make it to the folks in the store, but for items on our shelves, we are making the service available for same day pickup. Check out all the details, plus curbside-specific FAQ!
Why can't I get someone on the phone?
Probably because we're already on the other line, unfortunately. Our call volume is extremely high, and there's simply no way to answer every call as it comes in. Whenever possible, we prefer you contact us via email at life@Brilliant-Books.net, but if you must call in, please leave a detailed message and we'll get back to you as soon as we can. Please don't try to contact us in multiple ways hoping to get a quicker response. That clogs up our inbox and voicemail with extra messages and makes it tough to get through them quickly.
I've emailed you and haven't heard back. When will I get a response?
Understandably, we're also getting a lot of emails right now, and our staff are spread out across multiple locations, so getting your question to the right person sometimes takes a bit of coordination. If you've sent us an email or left us a voicemail, please be assured that it's in the queue and we're working to get you the answers to your questions as quickly as possible. Again, please don't try to contact us in multiple ways hoping to get a quicker response. That clogs up our inbox and voicemail with extra messages and makes it tough to get through them quickly.
I have a tracking number for a package I ordered, but it doesn't seem to be going anywhere! What's going on?
The US postal service is experiencing outages in tracking capabilities nationwide (click the map below for the latest updates). If you've received tracking information from us, your package has left our building and is on its way, but tracking may not be accurate due to those outages. It might take a little extra time for things to arrive, but we can assure you they're on the way!
What happened to all your employees?
Thankfully, we've been able to keep every one of our staff members employed. Some have had to reduce their hours, and others have shifted into entirely new digital roles, but they're all still on the payroll and bringing their A game to every challenge we throw at them. We're so incredibly grateful.
Are you still offering gift wrapping?
We are indeed still wrapping gifts, and it's complimentary as always. However, do keep in mind that we've got a lot more shipping going out than usual, and our staff are spread pretty thin, so if you don't really need that just-because gift to be wrapped, we'd be happy to include a lovely note instead.
What's up with jigsaw puzzles?
They're slowly trickling back in. We do have a full collection of Michigan-themed puzzles by photographer Phil Stagg, and we've heard from our other distributors that our regular puzzle lines will be replenished in the coming weeks as well. It seems the national jigsaw puzzle shortage (yes, it really was a thing) is finally coming to an end.
Are you still shipping Brilliant Books Monthly selections?
We are still shipping Brilliant Books Monthly selections as usual, though since we can't have our awesome interns onsite to help with that, the packing and shipping process may be slightly slower than usual. Rest assured that we will do whatever we can to make sure they get on their way as quickly as possible, though. We know how important those monthly shipments are to so many, especially now.
How can I help?
Lots of ways! The biggest are to purchase gift cards or Brilliant Books Monthly subscriptions. These are straightforward for our staff to handle, even remotely, and support the store directly. While we frequently ship books and other items from our offsite warehouses, it's a more expensive option for us since each of those shipments needs to also cover the expenses the warehouse puts into shipping your items. Gift cards and subscriptions, on the other hand, stay with us in their entirety.
Other ways to help include switching to Brilliant Books Audio for your downloadable digital audiobooks. Powered by our fantastic partners at Libro.fm, you can get audiobooks for the same price as Audible, but with a significant difference—every purchase supports us as well!
And, of course, you can help by spreading the word. Tell your friends and family about us! Share a post on your social media platforms. Sign up for our emails. Leave us a Google review. Every little bit helps, and we can't tell you enough how grateful we are.
Why did the health department shut you down? (This question is in reference to the notice we released on April 14th)
Well, technically, they didn't. Our store had already been closed to customers since before Michigan's Stay Home, Stay Safe Executive Order first went into effect. The recent news coverage of our efforts to fulfill phone and internet orders using no-contact methods may have inadvertently led well-meaning folks to believe that our store was open, which would clearly be irresponsible during these trying times. The notice we received from the health department was a form letter. Though we are confident that we were following both the letter and the spirit of the Executive Order, we know our Health Department has more important things to do right now than debate that with every business that's still partially or fully operational, and we don't want to add to their work load in any way. We can still find ways to make this work, even with the staff offsite, so that's what we're going to do.