General FAQs

General FAQs

General FAQs:

 

How do I create an account?
On the top right corner of the screen are the Log In and Register links. If you click Log In, you will see "Create an account" in the right column. Clicking there will take you to the same location as the Register link. (If your library already has a website account, your account administrator can add you to the system.) Please provide as much information as possible. The required fields have asterisks next to the field names.
 
How do I log in?
Click on Log In in the upper right of the screen. A username and password are required. Your username is your email address.
 
I forgot my password. What do I do?
Click on Log In in the upper right of the screen. Below the Log In button is a link for "Forgotten password." When you click on this, you will be asked to enter your email address. New password instructions will then be emailed to you.
 
How do I find the latest releases in audiobooks from Recorded Books?
From the top navigation bar, click Browse. Links to new releases for each quarter are listed here. Most audiobooks are included in our standing order plans (SOPs), but you do not need to be enrolled in an SOP to view or purchase titles.
 
What’s on sale?
To view current sales, go to Browse → Current Sales. Check this page for discounts on the latest titles and on special collections.
 
Where do I find resources for language learning?
From the top navigation bar, click on Browse. Language-learning products are located on this page under the Collections link. Click on View Collections and then scroll slightly down the page to click on the Language Learning link.  Digital resources for language learning are located under Products → Education. Click on Transparent Language Online to learn more.

Where do I find help for reluctant readers and struggling readers?
From the top navigation bar, click on Browse. Assisted Reading products are located under the Collections link. Click on View Collections and then scroll slightly down the page to click on the Assisted Reading link. These products, which include EarlyReaders, SmartReaders, and SteadyReaders, help struggling and reluctant readers by providing text along with the audiobooks.
 
What are Hanging Bags, Homework Packs, and Class Sets?
Sometimes referred to as kits, the Hanging Bags, Homework Packs, and Class Sets are available on most of the beginning reader, children's, and young adult titles published by Recorded Books. A Hanging Bag is a vinyl bag designed to be displayed on a hanging rod. It contains the audiobook on CD, a copy of the print book, and a teacher’s guide. The Homework Pack is a hard vinyl box that contains the audiobook on CD, a copy of the print book, and a teacher’s guide. The Class Set is a hard vinyl box that contains the audiobook, 10 copies of the print book, and a teacher’s guide. Kapco Book Protection is included on the paperback print books included in the kits.
 
How do I order movies on DVD?
From the top navigation bar, click on Products → Streaming Video & DVD.  Scroll down the page for the links to Popular Film & TV Releases and Film Movement.
 
How do I know what standing order plans (SOPs) my library has enrolled in?
From the Recorded Books home page, scroll down to the middle of the page where your personal portal, a red tile box next to the carousel, shows your account details.  There is a direct link here to your SOP listing. Or, on the top right of the screen, click on My Account. This will open your account's Dashboard, which has navigation tabs just below the search bar. Click on SOPs for a list of all the SOPs in which your library is enrolled. To view the titles for a specific plan, click on Browse → Standing Order Plans.
 
How do I order games for Nintendo Wii, Xbox 360, or Playstation 3?
From the top navigation bar, click on Products → Games & Music. Here you will find the link to the Console & CD-ROM as well as a link to information for OnePlay, a robust digital-gaming option for libraries.
 
Where do I find promotional materials for my library?
From the top navigation bar, click on Company → Resources. Here you will find marketing materials for digital products, audiobooks, DVDs and library events.
 
Where do I find the list of New York Times bestsellers?
The list of New York Times bestsellers is located under Browse → Featured Selections → New York Times Bestsellers.
 
Where do I go to order replacement CDs?
From the Recorded Books home page, scroll down to the middle of the page where your personal portal, a red tile box next to the carousel, shows your account details.  There is a direct link here to order Replacements. Or, from the top navigation bar, click on Company → Resources → Replacements. The Recorded Books replacement policy is shown at the top of the Replacements page. Scroll down to enter the ISBN or product number of the replacement you require.
 
Where do I order accessories?
From the top navigation bar, click on Company → Resources → Accessories for albums and sleeves for CDs and DVDs.
 
How do I search for multiple ISBNs?
The preferred method for searching for titles using multiple ISBNs from a spreadsheet is to insert a column of commas after the ISBNs on the spreadsheet. All multiple values must be separated by commas, semicolons, or spaces. Copy both columns and paste (as plain text, if possible) into the field. Click Search. Depending on your browser, you may be limited to only 100 values per search.
 
How do I export a search?
Once you have your desired search results, click on Export in the red bar above the product listing. You may select specific products to export or export all the products listed, up to a maximum of 5,000 items.
 
How do I find the titles that are on hold in my digital collection?
In the upper right of the screen, click on My Account to open the account Dashboard. On the Dashboard menu bar, click on Curated Lists.  Click to open the list for Top Holds.
An advanced search will provide results for a specific holds ratio. For example, if you want to see only those titles with 4 or more holds, you can choose that option here. Select the format (eBook or eAudio) in the left-hand column and then the desired holds ratio in the right column. Click Search. You may then export, save the search, or add the items to your cart.
 
How do I save a search?
Once you have your desired search results, click on Save Search in the red bar above the product listing. You may retrieve the search at any time from the My Account link at the top right of the screen. This link brings you to your account's Dashboard, where you will find a selection for Saved Searches. From this page, you can edit the name of the search or click on the name of the search results to reopen the list.
 
How do I set my site preferences so that I will only see one type of format in any search?
In an advanced search, you can always select specific formats. However, if you click My Account on the top right of the screen, your account's Dashboard will open. On the Dashboard menu, there is another My Account link. Click this and you will see Site Preferences in the left column. From there you can set the default product format for all searches on the website.
 
How do I share a cart?
If the cart is open, you will see a series of functions for the cart just below the search bar. Click Share & Send. There are two tabs at the top of the new box. Be sure that the Share tab is open. Select a name from the drop-down menu for Select a User and then click on Share Cart. You may share a cart with multiple users.
If you are viewing the list of carts from View All Carts on your account's Dashboard, you can select which cart to share or send. Sharing the cart will keep it in your cart list, but sending a cart will remove it from your list and add it to the cart list of the person you selected.
 
How do I have the products in my orders held until all the products are available to be shipped?
During the checkout process, the second step (Shipping Info) has a comment box at the bottom. Please indicate here to hold the order until all the products are available for shipment.
 
How do I check the status of an order?
From your account's Dashboard, click on Orders on the Dashboard menu bar. Under Your Most Recent Orders, you will see the status of each order. Back-ordered items may be listed under a "completed" order, so you must click on individual orders to ensure they have shipped completely. If you have a question regarding the status of an order, our customer service representatives will be happy to help you. They are available to assist you Monday through Friday, 8 a.m. to 5:30 p.m. (ET). You may call toll-free in the United States and Canada at 877-732-2898, send email to customerservice@recordedbooks.com, or send a fax to 410-535-5499.
 
How do I verify the correct tax-exempt status for my library?
On your account's Dashboard, click My Account on the Dashboard menu. Then click Library Accounts in the left column. A list of your library accounts will appear with the tax status we have on file. If you need to correct a tax status, please contact us at customerservice@recordedbooks.com.
 
Can I see my order history?
Order history is available from your account's Dashboard. To see your order history, click Orders on the My Account Dashboard menu.
 
I don’t see a Check Out button in my cart, just a Send for Approval button. How do I make my purchase?
Click on the Send for Approval button and a new screen will appear. You will be asked to select the name of your library’s Recorded Books web account administrator. This person has the authority to purchase products and check out carts. The account administrator can also change or add any roles for the library’s employees, if needed.
 
How do I contact someone regarding the website?
On the main navigation, click on Company → Contact Us. A detailed page will open with information and links.
The Email Us link in the footer of this website and the telephone number are provided to contact our Customer Service Department.   For help using the website, please email webmaster@recordedbooks.com.
 
How do I contact someone regarding a problem with an order?
Full details on how to contact us are located through the Company → Contact Us on the main navigation. Our customer service representatives are available to assist you Monday through Friday, 8 a.m. to 5:30 p.m. (ET). You may call us toll-free in the United States and Canada at 877-732-2898, email us at customerservice@recordedbooks.com, or fax us at 410-535-5499.
 

Updated: Tuesday, May 8, 2018

General Inquiries

Customer service representatives are available Monday through Friday, 8:00 a.m. to 5:30 p.m. (ET), to assist you with any questions you may have.

Call us toll-free in the United States and Canada at 1-877-732-2898.

Mailing Address:
Recorded Books, Inc.
270 Skipjack Road
Prince Frederick, MD 20678

Do you have questions about your order?

Our customer service department is always ready to answer your questions. You can email your questions to customerservice@recordedbooks.com.

Or, if you prefer to speak to a person, you can call us toll-free in the United States and Canada at 1-877-732-2898.

You can also fax questions 24 hours a day to 1-410-535-5499.

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