Frequently Asked Questions

Account Related Questions

What is the difference between Kobo’s eBookstore and the Kobo eReader store?

The Kobo eBookstore allows customers to purchase eBooks and eMagazines and add them to their Kobo library. The Kobo eReader store allows customers to purchase Kobo eReaders and accessories and have them shipped directly to an address of their choosing within the country of the purchase. Your Kobo account information is not used while purchasing on the Kobo eReader store.

Why do I have to input my email again when I place an order on the Kobo eReader Store?

The Kobo eReader store is different from the Kobo eBookstore and we currently do not have the customer information linked between the two websites.

Order Related Questions

What methods of payment do you accept?

The Kobo eReader store accepts all major credit cards including Visa, MasterCard as well as PayPal.

When is my order shipping? Can I track it?

There is an email notification sent to your email when the order ships out from Kobo. Within this email, will be instructions on how to track the delivery of your order.  There will also be a direct link that will transfer you to the specific postal service provider’s webpage for further detail.

What happens if I lose my shipping notification email? How can I find my tracking information?

Please check your junk or deleted email item folders to see if you have a copy there.  Otherwise you will have to contact Kobo customer care to track this detail down. http://www.kobo.com/help

How long does it take for me to receive my order?

It generally takes 7 to 10 business days from the day you place the order online to when it arrives. You will be able to track your order status on the email notification that has instructions on how to track the delivery of your order.

What happened if I am not home when the delivery is attempted?

If carrier is unable to deliver the following attempts will be made and then hold period applies, after which the package will be returned back to the warehouse. Applicable restocking fees may be applied.

Region

Carrier

Number of attempts

Hold period

Canada

CANADA POST

Purolator

1

1

10 business days

5 business days

 

Can I change the delivery address after I have confirmed my purchase?

There is a 24 hour window for order changes. All changes will have to be requested through Kobo customer care. http://www.kobo.com/help. Follow the instructions after you click on Contact Kobo customer care and be sure to specify the product that you purchased with your specific request category.

How can I cancel my order?

If you wish to cancel your order, cancellation charges will not be applied within 24 hours of purchase. If you wish to cancel your order after 24 hours of purchase, standard shipping charges could be applied for delivery and the return of product. Please contact Kobo customer care for all order cancellations and returns at http://www.kobo.com/help. Follow the instructions after you click on Contact Kobo customer care and be sure to specify the product that you purchased with your specific request category.How do I return the device?

If you are dissatisfied with your device purchased through Kobo.com for any reason, you have thirty (30) calendar days after the date of purchase to return the device to Kobo. All delivery charges required to return the device are at your expense. Upon receipt of the returned device, Kobo will refund the cost of the device to the credit card charged at the time of purchase, less any applicable restocking fees. Please contact Kobo customer care for all order cancellations and returns (http://www.kobo.com/help). Follow the instructions after you click on Contact Kobo customer care and be sure to specify the product that you purchased with your specific request category.

Can I order online and pick up in store?

Unfortunately, Kobo does not offer order online and pick up in store options on our e-commerce site. If you would like to purchase our products and pick up for immediate enjoyment of our product, please visit our retailers. Their store locations are available here (https://www.kobo.com/koboretailers)

What are your terms of sales?

Please visit this page for the Kobo Terms of Sales. (https://ca.kobobooks.com/pages/terms-of-sales)

Do you deliver outside of North America?

Yes, Kobo ships directly to our customers in Canada, United States, Australia, New Zealand, Germany, France, Italy, Portugal, Spain and the United Kingdom. Please visit the following page for a list of our global retailers if you live outside of these countries. (https://www.kobo.com/koboretailers)

What is AddressComplete in Customer Information page?

AddressComplete uses intelligent, fast searching to help you entering address information. It is based on Google Maps technology. Simply start typing a street number/name within address textbox and select your address from the suggested results. AddressComplete completes address details including street, city, province, country, postal code and saves your time.

Why can’t I select a different country for shipping?

When you are at the checkout page to input your shipping information, the country is preselected based on your geolocation. This is to ensure that you are placing the order for delivery within the correct Kobo store and with the correct currency.

Do I need to include my country’s prefix when filling in postal codes?

When you are filling in the address information, you do not need to input the postal code prefix for the country. For example, if you are from Portugal, you do not need to include PT-1111. You can simply enter 1111

What is the pop-up window when I add a product to cart?

This is a friendly reminder to ensure that you have the compatible accessory when you add a device to cart and vice versa. Our accessories are designed with love to protect and personalize your device!

What does the In Stock Date mean?

Please note that if you are placing an order for a SKU (item) that has an “In Stock on…” message, this means that your order will be processed by our warehouse on the specified date. Please expect 7 -10 business days for the shipment to arrive after this “In stock” date.

Your credit card will however be charged on the day of the purchase.  If this delay is an issue, we advise you to wait and order once the SKU (item) is back in stock.

For example, if you place your order on Sep 30, and the in stock date is Oct 14, then the credit card will be charged on Sep 30 and the order will be shipped on Oct 14, with the expected delivery being anywhere between Oct 25 to Nov 28.

Please feel free to contact us at https://www.kobo.com/help for any order inquiries.

Warranty Related Questions

What is the warranty on your eReader?

Kobo has limited warranties for all of our eReaders. These warranties do not limit or supersede any statutory rights you may have in your region. The limited warranties for your device are available at http://kobo.com/userguides

Product Related Questions

Why should I buy a Kobo eReader?

Kobo eReaders are carefully crafted for booklover, by booklovers. They are all designed to enhance the reading experience you know and love when you want the added comfort, convenience and portability that eReading offers.

What is E Ink and how does it work??

Simply put, E Ink is electronic ink that offers a print-on-paper reading experience. In Kobo eReaders’ E Ink display, there are microscopic particles of black and white ink mixed in with each pixel on the screen. As you turn pages in your eBook, different ink particles move to the surface of your screen, appearing as text and pictures that look just like print on a page.

Are Kobo eReaders waterproof?

Kobo Aura H2O and Kobo Aura ONE are waterproof.

What languages do the Kobo eReaders support?

Kobo eReaders support English, French, German, Spanish, Dutch, Japanese, Italian, Brazilian, Portuguese and Mexican Spanish. We’ll be adding more languages soon, so stay tuned!

Does a front-light cause eyestrain like a back-lit screen does?

Quite simply, no. Kobo eReaders with front-light uses advanced ComfortLight technology that diffuses light across the page, rather than illuminating it from behind, so the light doesn’t shine out towards your face. Back-lit screens often cause eyestrain because they shine outwards, towards your eyes, and because they require glass screens that reflect light and create harsh glare. The print-on-paper feel of the Kobo eReaders’ e Ink, no glare, front-lit screen has none of these downfalls, so you always have the best, most comfortable reading experience.

I find reading screens really annoying, so why would I like Kobo eReaders? What makes them better?

Forget everything you ever thought about reading on a screen. Kobo eReaders reading experience has a print-on-paper feel that’s as glare-free as any paper book you’ve ever read, but has the advantages of crisp, sharp fonts you can adjust to suit your reading needs. Kobo Glo HD has the highest resolution screen available on the market, so you’ll enjoy the clearest, most book-like reading experience possible.

Is there an accessory that can help protect my Kobo eReader?

There sure are! Not only will they protect your Kobo eReader, but they are stylish and functional, too. The Kobo SleepCover has smart technology that will turn your eReader on or off when you open or close the cover. It’s designed with integrated clips and a magnetic closure for a perfect fit, while still giving you access to your eReader’s power button and ports.

Are all accessories compatible with all devices?

No, the accessories are only compatible with certain devices. The device compatibility is shown in the name of the accessory or product description. For example, Kobo Aura H2O SleepCover is designed exclusively for the Kobo Aura H2O and it is not compatible with other devices such as Kobo Glo HD, Kobo Touch 2.0 or Kobo Aura.  

Can I use the accessory for Kobo Touch on Kobo Touch 2.0?

No, accessories are designed for the devices specified unless otherwise noted.

Promo Code Related Questions

How come my promo code is not working?

All promo codes are time sensitive and are to be used within the time intended for promotion. Please check with the source to see what the time frame is for the promo code you were given.

Why can’t I apply more than one promo codes on my order?

Unfortunately, we cannot accept more than one promo codes per transaction on our website. If you have more than one promo code that you would like to apply, you will need to place more than one order in order to apply the discounts. If you will be shipping to the same address, feel free to contact our customer care agents at this website: http://www.kobo.com/help and we will refund your shipping charge for the additional transactions.