Service Policy
Last updated: April 17, 2025
1. Service Overview
At Genius Whale Books, we are committed to providing exceptional service for all your literary needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.
2. Customer Support Services
2.1 Contact Methods
- Email: ask@geniuswhale.com
- Phone: +1 (204) 667-2871
- Address: 265 Pritchard Ave, Winnipeg, MB R2W 2J2, Canada
2.2 Support Hours
Our customer support team is available:
- Monday to Saturday: 10:00 AM - 8:00 PM CST
- Sunday: 12:00 PM - 6:00 PM CST
3. Book Care Services
3.1 Available Services
- Book restoration and repair
- Dust jacket preservation
- Book cleaning and maintenance
- Protective cover installation
- Binding repair
- Page restoration
3.2 Service Timeframes
Standard service timelines:
- Assessment: 1-2 business days
- Minor repairs: 3-5 business days
- Major repairs: 7-14 business days
- Custom preservation work: 14-21 business days
4. Warranty Services
4.1 Standard Warranty
All new books purchased from Genius Whale Books come with:
- 30-day satisfaction guarantee
- 90-day warranty against manufacturing defects
- Free replacement for damaged books (reported within 7 days of purchase)
4.2 Extended Care Program
Optional extended care services include:
- 12-month extended protection
- Priority repair service
- Free cleaning and maintenance
- Discount on preservation services
5. Special Services
5.1 Book Customization
- Custom bookplates
- Personalized book boxes
- Gift wrapping
- Custom protective cases
- Book accessories
5.2 Educational Services
- Book care workshops
- Reading groups
- Author events
- Literary discussions
6. Service Pricing
6.1 Assessment Fees
- Basic assessment: Free
- Detailed condition report: $25
- Expert consultation: $50
6.2 Service Costs
- Minor repairs: $20-40
- Major repairs: $50-120
- Custom work: Quoted per project
7. Quality Assurance
Our commitment to quality includes:
- Professional assessment of all services
- Quality testing before return
- Photographic documentation of repairs
- Satisfaction guarantee on all services
- Follow-up quality checks
8. Service Requests
8.1 How to Request Service
- Contact our support team via phone or email
- Describe the service needed
- Receive a preliminary assessment
- Schedule service appointment if needed
- Approve service quote
8.2 Required Information
- Book title and publisher
- Purchase date and location
- Detailed description of issues
- Photos of damaged areas
- Preferred service timeline
9. Service Guarantees
We stand behind our services with:
- 30-day warranty on repairs
- Satisfaction guarantee
- Price match on comparable services
- Professional workmanship
- Genuine materials
10. Updates to Service Policy
Genius Whale Books reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.
For questions about our Service Policy, please contact our customer support team.