Contact
1 desk, 3 routes, a reply from a person within 1 business day. The rest is detail: how to reach the desk, when it is staffed, and what to put in the message so that the first reply already answers the question.
You reach 1 desk by email, phone or the form
All 3 routes end at the same inbox in Decatur, and the hours further down this page tell you when the phone is actually picked up, so choose the route by what you need to send. Email wins for most things.
Email. [email protected], the fastest route, and the best route for a photo.
Phone. +1 (615) 809-1356, picked up during desk hours; at other times, write.
The form. It is on this page and lands in the same inbox as email.
Post. 1015 Sneed Rd, Decatur, TN 37322, United States, for letters only and never for returned books. A photo goes by email, an urgent address fix goes by phone during hours, and anything else goes by whichever you prefer.
You get a reply from a person within 1 business day
The clock. Within 1 business day of your message, Monday to Friday, and 1 business day is the outer edge, not the target; most messages get an answer the same afternoon, and weekend messages are answered on Monday in the order they arrived. A missed call is returned the next business day at the latest, so leave the order number if you can.
The person. The person who answers is the person who runs the shop; there is no ticket queue and no outsourced help desk. No queue. What you will not get is an automatic "we have received your message" that counts as a reply. The reply is the reply.
You can call between 8:00 AM and 4:30 PM Central, Monday to Friday
Desk hours. 8:00 AM to 4:30 PM Central Time, Monday to Friday; closed Saturday and Sunday, and closed on US federal holidays. Outside hours, email and the form are read first thing the next business morning.
The clock we run on. Central Time is the clock in Decatur, and it is the same clock the 4:00 PM order cut-off in the Shipping Policy runs on. If you are calling from the coasts that is 9:00 AM to 5:30 PM Eastern or 6:00 AM to 2:30 PM Pacific.
You save a round trip by including 3 things
With these 3 things, a return number, an address fix or a refund can go out in the first reply.
- The order number, which starts with # and sits at the top of your confirmation email.
- The checkout email, so that we can find the order even if you write from another address.
- A photo, if a book arrived damaged or wrong, 1 of the book and 1 of the mailer; the returns page explains what each is for.
Without the first 2 we have to write back and ask, and that round trip costs a day that the first reply could have saved. Order number first.
You get an automated answer from the chat bubble, and a human one by email
The bubble. It runs on software: it answers general questions from the policy pages, and it does nothing beyond that. It cannot see your order, issue a refund, change an address or promise anything, so anything about an order goes by email, the form or the phone, where a person handles it. A machine, not the desk.
What to keep out of it. Card numbers and passwords. It does not need them. The bubble exists for a 9:00 PM question about shipping to Alaska; it is not the desk, and nothing it says binds the shop. The policy pages and the email replies do.
You are writing to a registered company
Every message, however it arrives, goes to the company below. The details are the same on every page of this site, at the foot of every policy and in the footer, and they are the company's own registered details, not a mailbox service.
The bookseller
Ainekay is the trading name of KENNETH COLBAUGH LLC, a limited liability company formed in Tennessee.
Employer ID: 99-4178666
Registered office: 1015 Sneed Rd, Decatur, TN 37322, United States
Email address: [email protected]
Telephone: +1 (615) 809-1356
Message form: ainekay.com/pages/contact
Open: Monday to Friday, 8:00 AM to 4:30 PM Central Time
You hear back: within 1 business day, from a person