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FAQ for Library Suppliers and Book Sellers

These are some of the frequently asked questions from booksellers, distributors and library suppliers. Answers include where to send inquiries, response and delivery times, and what you need to place an order. We’re more than happy to answer any other queries you have.

Where can I send orders and inquiries?
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Please send all orders, inquiries and claims to orders@degruyter.com. You will receive a confirmation email with a ticket number. Important: Please quote this ticket number on further inquiries about the same issue.

How long is the response time?
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Orders are processed within 24 hours. Inquiries are responded to within 72 hours.

What information do I need to place an order?
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Books, eBooks and standing orders for book series:


  • Title

  • ISBN (please select the ISBN for the chosen format)

  • Quantity

  • Billing address

  • Shipping details (if different from billing address)

  • Full shipping address if using freight

  • Email address for invoices, credit notes and other correspondence


Journals, Yearbooks, Databases:


  • Title

  • Print or electronic format

  • Quantity

  • Automatic or manual subscription renewal

  • Purchase or subscription for databases

  • Billing address

  • Shipping details (if different from billing address)

  • Full shipping address for freight

  • Email address for invoices, credit notes and other correspondence


If you're ordering digital products for an institution or library you'll also need:


  • The complete address of the end user

  • Email address for access confirmation

  • IP range


And if you're ordering a digital product as a private customer, we'll need your email address.


What are the usual delivery times?
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Handling usually takes a maximum of 2 days after order processing. After this the following terms that apply to delivery times can be found at www.dhl.de.


For further information on delivery times please see:
https://www.dhl.de/content/dam/images/Paket/GK/downloads/dhl-infoblatt-paket-international-laenderinfo-de-03-2022.pdf

What payment options are available?
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  • Wire transfer

  • Check

  • Credit card

Our details
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BTV AG


BLZ 720 123 00

Kto.-Nr. 786 842 100

IBAN: DE81 7201 2300 0786 8421 00

BIC/Swift: BTVADE61XXX

When are payments due?
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  • Two days after an account has become due the first payment reminder will be sent.

  • If there is no response from the customer within 14 days a second reminder will be sent.

  • If there is no response from the customer within a further 14 days a third reminder will be sent and a block will be placed on new deliveries.

  • After a further 14 days without a response a fourth reminder will be sent and an attempt will be made to collect payment by telephone.

  • If an invoice remains unpaid after the fourth reminder payment, a collection process will be initiated.


To receive monthly statements please send your email address to accounting@degruyter.com.

Learn more about our services

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