| 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.
