from the Help Center:
If you are sending or requesting a book from/to outside the continental/contiguous US...
If you are at an APO/DPO/FPO address, you should also read Information for members at APO/FPO/DPO addresses
If you are sending or requesting a book from outside the contiguous US please note...
Your book may be declared "lost in the mail" at PBS before it arrives.
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that doesn't mean it is actually lost, of course
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it just means it may be delayed in transit
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this is certainly not true for all "distance mailings"; it varies widely
PBS allows 35 days for a package to get from the sending member to the receiving member if one of the members is outside the contiguous US (for packages traveling within the contiguous US, 26 days are allotted).
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After 35 days*, the shipment will be declared Lost in the Mail if it has not been marked received by the requestor
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If this happens, both sender and requestor will receive an email notification with more information and instructions.
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There is no need to contact us to tell us that the book you sent has not arrived, or that the book you requested has not arrived; we don't know where it might be any more than you do. If it does not arrive on time, it will be declared lost in the mail automatically.
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If you are very anxious and wish to know more about what could have happened to your book, please contact the other member involved in the transaction, using the PM (Personal Message) button on the transaction.
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If the book was sent using PBS Delivery Confirmation, you can also 'track' the book on its journey, by clicking on the en route transaction for the book.
*26 days if both sender and requestor are within the contiguous US
If you are the sender:
It is a good idea to notify each requestor after you mark a book mailed that the book may be delayed in transit
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This is helpful to the requestor because it prevents him/her from thinking your book is really lost, and re-ordering another copy.
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You can send a Personal Message using the PM button on the active transaction on your Books I've Mailed tab.
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You should also ensure that the requestor knows how to mark a "lost" book received from the Transaction Archive
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You can include this information in a Personal Message if a book you have sent is declared Lost in the Mail
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You can send a Personal Message using the PM button on the Lost transaction in your Transaction Archive.
If the book is declared Lost, you should contact the requestor again, assuring him or her that it was mailed, so that he or she does not re-order the book.
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If you used PBS-DC or PBS Printed Postage and the book is scanned as delivered, you shoud contact the requestor to remind him or her to mark the book received from the Transaction Archive.
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It's important to keep your account record updated in this way - even if you got Quick Credit or Instant Credit. Accounts whose books ARE delivered but don't get marked received (= they stay "lost") risk losing Instant Credit privileges, and could even be terminated (it messes up the "credit economy" to have delivered books listed as lost).
If you are the requestor:
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If a book is declared Lost in the mail, it may not actually be lost.
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"Lost" books often are only delayed in transit, and often arrive.
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We generally recommend that the requestor wait 2 weeks before re-ordering a book, to minimize the risk of ending up with (and having to pay for) 2 copies.
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The "lost" book will also go onto your Wish List if there is no other copy in the system when it is declared Lost. If it was on auto-request on your Wish List originally, it will go back on your Wish List set to auto-request again! This can mean you will end up with 2 copies of the book.
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If your incoming packages have long transit times, you should not use the auto-request feature on the Wish List for this reason
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If a book is declared Lost en route to you, you should be sure to check your Wish List and disable the auto-request from the item (or remove it from your Wish List entirely if you like) so you don't end up with 2 copies.
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When the "lost" book arrives, you should mark it received from your Transaction Archive as described in I received a book that was 'lost in the mail'.
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If a book you ordered arrives after it has been declared "lost", you must mark it received from your Transaction Archive
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You can do this by going to My Account and clicking the Transaction Archive link
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Sort the list by "Requested by Me" - "lost in mail" - Date requested" - "Descending"
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Locate this book in the list (check the sender name on the right side of the request to be sure it is the correct sender)
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Click on the transaction.
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The usual "book received" screens will come up.
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Proceed through them until you see the "thank you for telling us that [this book] was received..." message
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This MUST be done to keep your account in good standing--and so that the sender gets credit for sending the book!
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We recommend that members requesting books to be sent outside of the continental/contiguous U.S. NOT use the auto-request feature on the WIsh List, to avoid getting extra copies of a book.
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