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Frequently Asked Questions

Welcome to the Penguin Random House Frequently Asked Questions page. You will find the most frequently asked questions regarding our books, our authors, and personal orders addressed in the categories below. For support related to a retail or promotional order for your business, please contact our Customer Service team at consumerservices@penguinrandomhouse.com.

  • Our New Account Department processes applications for wholesale distributor, retail bookseller and promotional giveaway accounts.

    For more information, including terms, conditions, and to request a new account application, please contact a New Account representative.

    You may reach a representative by email at newaccount@penguinrandomhouse.com or by phone at 866-761-6685. If you choose email, please include your full name and your business name, address and contact telephone number.

  • In addition to retail businesses, we also establish accounts for business and non-profit organizations to purchase books at a discount for giveaways, staff development or promotional use.

    For more information, including terms, conditions, and to request a new account application, please contact a New Account representative.

    You may reach a representative by email at newaccount@penguinrandomhouse.com or by phone at 866-761-6685. If you choose email, please include your full name and your business name, address and contact telephone number.

  • Apple

    1. Check the mute switch:
      • On the iPad and iPhone, the mute switch is the sliding switch located above the volume control. If an orange dot is visible on this switch, the switch needs to be flipped to turn off Mute.
    2. Check the volume control:
      • The volume control is the toggle bar located on the side of the device. Check to ensure the volume is turned up.
      • If you are using an iPad, you can double-click the home button and swipe your finger all the way to the left to reveal the volume bar.
    3. Verify that you have the most up-to-date release of the app by checking for updates in the App Store or in iTunes.
    4. Ensure you are running the latest iOS software by visiting support.apple.com/kb/HT4623.
    5. If none of these measures work, please contact us at apps@penguinrandomhouse.com. Please include the following information in your email to help us respond appropriately:
      • Application Name
      • App version: To check what version of the app you’re running, go to the Settings menu on your device, select the app, and note the entry for “Version”
      • Description of the problem being encountered
      • Device type (iPhone, iPad, iPad mini, or iPod Touch)
      • iOS version: To check what version of iOS operating system you’re running, go to Settings > General > About and note the entry for “Version”

    Android

    1. Ensure the mute control is turned off.
    2. Check the volume control.
    3. Ensure your device is compatible with the app you are trying to run. Google Play lists the Android version required to run the app. To check what Android version your device is running on, please check the Settings on your device or consult the website of the device manufacturer.
    4. If none of these measures work, please contact us at apps@penguinrandomhouse.com. Please include the following information in your email to help us respond appropriately:
      • Application Name
      • Description of the problem being encountered
      • Device type and manufacturer (i.e. Samsung Galaxy Tab)
      • Android version (OS): To check what version of the Android operating system you’re running, check the Settings on your device or consult the website of the device manufacturer

  • Apple

    1. If you are running iOS 4 or higher, you can shut down other apps that are running in the background to free up computing power on your device.
    2. Try re-starting the device by powering it down completely, then powering it back up again.
    3. Verify that you have the most up-to-date release of the app by checking for updates in the App Store or in iTunes.
    4. Ensure you are running the latest iOS software by visiting support.apple.com/kb/HT4623.
    1. For additional help with apps purchased in the App store or iTunes, please visit the following links:
    2. If you have tried all of the steps listed above and your app is still crashing, please contact us at apps@penguinrandomhouse.com. Please include the following information in your email to help us respond appropriately:
      • Application Name
      • App version: To check what version of the app you’re running, go to the Settings menu on your device, select the app, and note the entry for “Version”
      • Description of the problem being encountered
      • Device type (iPhone, iPad, iPad mini, or iPod Touch) and version (ex, iPad 2)
      • iOS version: To check what version of iOS operating system you’re running, go to Settings > General > About and note the entry for “Version”

    Android

    1. Try re-starting the device by powering it down completely, then powering it back up again.
    2. Verify that you have the most up-to-date release of the app by checking for updates in Google Play.
    3. Ensure your device is compatible with the app you are trying to run. Google Play lists the Android version required to run the app. To check what Android version your device is running on, please check the Settings on your device or consult the website of the device manufacturer.
    4. For additional help with apps purchased in Google Play, please visit the following links:
    5. If you have tried all of the steps listed above and your app is still crashing, please contact us at apps@penguinrandomhouse.com. Please include the following information in your email to help us respond appropriately:
      • Application Name
      • Description of the problem being encountered
      • Device type (i.e. Samsung Galaxy Tab)
      • Android version (OS): To check what version of the Android operating system you’re running, check the Settings on your device or consult the website of the device manufacturer

  • Apple

    Please check the requirements listed for the app(s) in the iTunes App Store to ensure your device is compatible.

    Android

    Google Play lists the Android version required to run the app. To check what Android version your device is running on, please check the Settings on your device or consult the website of the device manufacturer.

  • Apple
    Tap and hold the app you wish to delete until it shakes and then tap the “x” sign in the corner of the app.

    Android
    To delete a specific app from your device, please consult the device manufacturer’s support page or the device user manual.

  • Apple
    You will NOT be charged for re-downloading an app if you have already purchased it, provided you use the same iTunes account you did to initially make the app purchase.

    Android
    Your application purchases are tied to your Google Account and can be installed an unlimited amount of times on any device, provided you use the same account. Paid apps can be reinstalled by visiting the My Apps section of Google Play. Note: free apps are not saved to My Apps after you remove them.

  • Apple
    Once you’ve made an in-app purchase, you will always be able to re-download it again for free, provided that you use the same iTunes account you used to initially make the in-app purchase(s). The only exceptions to this rule are consumable in-app purchases like in-game currency or hints that run out as you use them.

    How to restore your non-consumable in-app purchases:

    1. Open the app you made the purchase in and look for an option to restore. You might find it in the Main Menu, Settings, Options, or In-App Store.
    2. If there is no option to restore, you may need to contact the app developer.

    Android
    Google Play leaves this to the discretion of individual publishers. It is Penguin Random House policy to always make an in-app purchase available once it has been purchased.

  • Some apps allow you to purchase auto-renewing subscriptions from within the app, from the App Store, or from Apple TV. You can manage these subscriptions easily on your device through the App Store.

    1. Open the App Store, then tap the Featured menu at the bottom. Scroll to the bottom of the page and tap your Apple ID.
    2. Tap View Apple ID, and enter your password when prompted.
    3. On the Account Settings screen, scroll down and tap Manage App Subscriptions.
    4. Tap the subscription you want to manage, then choose a subscription category. You can also choose a different subscription period or turn off Auto-Renewal.

  • Apple
    At this time, all Penguin Random House applications are available in the U.S. Select apps are also available in Canada, Australia, the United Kingdom, and the European Union member states (Austria, Belgium, Bulgaria, Cyrpus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland). If your home country is not included in this list, we hope to start selling apps in your country very soon!

    Android
    At this time, most Penguin Random House applications for Google Play are only available in the US though there are some exceptions. Hopefully we will be able to offer Penguin Random House apps in your country soon!

  • We do have a limited number of free download codes for each app to share with reviewers and journalists. To request a code, email apps@penguinrandomhouse.com with your request and information about the publication, website or blog you’ll be reviewing for.

  • Apple
    We would truly appreciate your feedback! Please let us know how we’re doing by writing a user review or by rating our apps in iTunes.

    Android
    We would truly appreciate your feedback! Please let us know how we’re doing by writing a user review or rating our apps in Google Play.

  • Penguin Random House does not accept unsolicited submissions, proposals, manuscripts, illustrations, artwork, or submission queries at this time. This includes submission of work previously published elsewhere. We are also unable to provide draft support, translation or ghostwriters for aspiring authors.

    If you would like to have your work or manuscript considered for publication by a major book publisher, we recommend that you work with an established literary agent. Each agency has manuscript submission guidelines.

    You may wish to refer to The Literary MarketPlace (the LMP), a reference guide that contains a listing of literary agencies. It can be found in most libraries. Another excellent source is The Writer's Market, which you should be able to find in a local bookstore or library. You can also visit their Web site at www.writersdigest.com for more information.

    Select imprints do accept submissions for periodic review from authors as well as from agents.

    DAW accepts unsolicited submissions of science fiction and fantasy novels. We do not publish short stories, short story collections, novellas, or poetry. The average length of the novels we publish varies, but is almost never fewer than 80,000 words. For additional requirements for DAW, please view the submission page here.

    Our digital imprints, including Alibi, Flirt, Hydra, and Loveswept, accept digital submissions.  To find out more about these imprints, including details about their submission process and guidelines, please review the ‘Digital Imprints’ section here.

  • Reprint request must be submitted through our secure permissions portal: Penguin Random House Permissions

  • If you wish to photocopy material for academic use, please contact:
    Copyright Clearance Center
    222 Rosewood Drive
    Danvers, MA 01923
    Tel: 978-750-8400 / Fax: 978-750-4470

  • For entire book translation and reprint rights for Penguin Random House titles, please contact our Customer Service team (ecustomerservice@penguinrandomhouse.com).

  • Dramatic performance rights, including requests for live theater, film, television or radio broadcast, must be requested from individual imprints.

    Your request should include the following information about our material:

    • The title of ourbook (not your source book if that is other than our book)
    • Our author's, editor's and translator's full name
    • Identify the material by title and/or chapter and/or pages (only if your source is our book) and the author and translator, if they are different from the book;
    • Include Publisher/Imprint (e.g. Viking, Perigee, Dutton, Donald I. Fine, Putnam, Tarcher, Penguin, NAL, Signet, etc.)
    • ISBN of our book, if available.

    Your request should include the following information about your use:

    • Your producer or company;
    • Title & author of your production if different from the title/author of our publication
    • Number and dates of performances
    • Address and seating capacity of performance venue
    • Ticket prices
    • If this is a reuse, please provide the contract number of your previous grant
    • Your complete contact information including a mailing and e-mail address

    If your source is a collection, anthology, textbook, magazine, or any publication other than ours, review the copyright acknowledgment page(s) to locate the information pertaining to the original source for the material you wish to use. That information is relevant to your request.

    If your source is a paperback, please check the copyright page carefully to determine the original hardcover publisher, or with which publisher arrangements were made for publication of the paperback and make your application to the original U.S. publisher (if not Penguin Random House).

    For Random House, Ballantine Books, Bantam Books, Delacorte Press, Dell, Del Rey, The Dial Press, Modern Library and Spiegal & Grau contact: randomrights@randomhouse.com

    For Random House Reference, RH Audio, RH Puzzles and Games, Princeton Review, Living Language, and Fodors contact: CrownFilmRights@randomhouse.com

    For Crown, Harmony, and Clarkson-Potter contact: CrownFilmRights@randomhouse.com

    For Knopf, Pantheon, Schocken, Doubleday, Nan A. Talese, Everyman's Library, Vintage, Anchor, and Vintage Español, please contact: knopfdoubledayrights@randomhouse.com

    For Random House Children's contact: kidsfilmrights@randomhouse.com

    For Penguin Young Readers contact: penguinyr.subrights@penguinrandomhouse.com

    For Penguin:
    Apply via the Permissions web site (preferred method)
    By US Mail: Permissions Department, Penguin Random House LLC, 1745 Broadway, FL 5, New York,, NY 10019

    Please note that the Juvenile Permissions Department does NOT accept requests via email.

    If you are unsure how or where to submit your request, please email permissions@penguinrandomhouse.com with the title of the book, author’s name (including any known co-authors or contributors) and specify which type of use permission for which you would like to reply and we will confirm the proper address.

  • - Due to current conditions most orders will ship in 4-6 business days. To protect our employees, we cannot offer rush shipments at this time. We apologize for any delay and thank you for your patience.
    - Preordered titles will ship on or within 2-3 business days of their on-sale date (listed in your cart)
    - Backordered titles will ship when available. If the backordered title does not become available within 90 days, that portion of your order will be cancelled and you will not be charged for that item.
    Please note: Business days for processing orders are Monday – Friday, excluding holidays.

  • Our current shipping options, and their average shipping times are:
    UPS Ground – 7-10 business* days
    USPS Priority Mail Service – 2-9 business* days (does not include online tracking)

    Due to current conditions most orders will ship in 4-6 business days. Unfortunately, we cannot offer rush shipments at this time. To protect our employees, we cannot offer rush shipments at this time. We apologize for any delay and thank you for your patience.

    *Business days refer to the carrier’s regular operations schedule. For UPS this is Monday – Friday, excluding select holidays. For USPS Priority Mail Service this is Monday – Saturday, excluding federal holidays.

  • You will receive a shipping confirmation by email. If you have selected UPS Ground or expedited services your email will include your tracking number and a link to the shipper’s website. USPS Priority Mail services do not include online tracking for us at this time, however they are generally delivered within 2-9 postal days of shipment.

  • Orders may return a 'pending' order number if we need to further validate billing or shipping address information, or in the case of time-out errors on the site.

    If you do not receive a confirmation email with your order number within 1 business day, please contact our Consumer Services team for additional support at consumerservices@penguinrandomhouse.com

  • Pre-orders for titles with a future on-sale date will not be shipped until the title is available for sale.  Your order will be charged to your card and shipped within 3 business days of the posted on-sale date and you will receive a shipping confirmation email when the pre-ordered title is on the way to you.

  • To cancel your order, you need to reach out to our Customer Service team. Please email your order number to consumerservices@penguinrandomhouse.com and request a cancelation. If you do not have your order number, please let us know the method of payment, title of the book, the name of the author, and your complete shipping address for the order.

    Note: If an item is already in process or has been shipped, we may not be able to cancel your order.

  • Penguin Random House does not directly sell digital content through our website. Links to eBook and audio retailers can be found on individual book detail pages.

  • Penguin Random House accepts payment for online orders by credit card only. We accept American Express, Discover, Mastercard and Visa.

  • Although we may try to contact you by phone or email regarding payment status, we reserve the right to cancel or place a hold on any transaction without further notice. Common reasons for hold or cancellation are:
    - your billing and shipping addresses could not be validated
    - your backorder request expired
    - your payment could not be validated in preparation for shipment

    For more information about the status of an order, please send an email (including your order number) requesting a status update to consumerservices@penguinrandomhouse.com.

  • No, you cannot place an order at our site for delivery outside of the United States.

  • Items ordered directly from Penguin Random House may be returned to us under the following conditions:

    - Items must be new, unopened and include all components
    - Return shipments must include a copy of the original packing slip
    - Return shipments must be sent by traceable means (such as USPS Priority Mail Service or UPS Ground Service) within 30 days of the shipment date on the packing slip

    Returns that meet the above conditions should be sent to:
    Returns Center
    Penguin Random House LLC
    1019 N State Rd 47
    Crawfordsville IN 47933

    Refunds will only be issued for new merchandise ordered directly from Penguin Random House and returned in original condition. Refunds will be issued for the value of the items ordered and any applicable sales taxes; original order shipping and handling and return freight charges will not be refunded.

    We suggest you retain a copy of the tracking number for your return for reference. A refund will be issued to the card used on the order within 4-6 weeks of us receiving the returned item(s) provided they meet the conditions above.

  • Please email consumer services at consumerservices@penguinrandomhouse.com with your order number and a description of the damaged, missing or incorrect items.

  • Sales tax is calculated based on the shipping address, and reflects the policies for that tax jurisdiction. During checkout you will see estimated sales tax added to your order after you enter your shipping address. The sales tax shown in the cart may vary slightly compared to the final taxes charged, based on destination regulations.

  • Penguin Random House does offer shipping to prisons and detention centers. Please review the destination facility’s local requirements for inmate mail prior to placing your order. You will be responsible for verifying that your order:

    - does not contain prohibited materials or product types (such as hardcover books or CDs)
    - is shipped by the appropriate carrier (generally USPS Priority Mail)
    - contains the complete recipient name and delivery address as required by the facility, with abbreviations as necessary

    If an order is refused by a facility for any reason it will be automatically returned to us. If returned, we will issue a credit to the card used on the order for the value of the book(s) and applicable sales tax within 4-6 weeks of our receipt of the return. Shipping and handling charges will not be refunded for returned orders.

    To review your order selections, address abbreviations, or for other support related to this type of order, please contact our support team at consumerservices@penguinrandomhouse.com

  • Orders may return a 'pending' order number if we need to further validate billing or shipping address information, or in the case of time-out errors on the site.

    If you do not receive a confirmation email with your order number within 1 business day, please contact our Consumer Services team for additional support at consumerservices@penguinrandomhouse.com

  • You may enter your coupon code once you have added a book to your Shopping Cart (look for the entry field under the product details). Please be sure to click “submit” once you have added your code to the “coupon code” field.

    Please note: each coupon code is limited to one discount per person and you may only use one coupon code per transaction. Some exclusions may apply.

  • When you first place your order on penguinrandomhouse.com you will be charged a $1.00 pending authorization on your debit or credit card account. While authorization holds are not actual charges, they allow your bank to reserve funds so the order can be processed. Authorization holds are temporary and only remain in effect until they expire, the card issuer removes the hold, or the authorization is settled.

    Penguin Random House will ship items as they become available. Once an item ships, the authorization hold is removed and the cost of the item(s) and any associated fees will post to your debit or credit card account.

    Prices are subject to change. Our website will always reflect the current price of an item. Often times the cost of an item may change due to altered production costs (such as page counts, cover treatments, and binding processes).

    For more information about the status of a charge, please send an email (including your order number) requesting a status update to consumerservices@penguinrandomhouse.com.

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