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.