Frequently Asked Questions (FAQs)

Welcome to the Frequently Asked Questions page for the Penguin Random House Specialty Retail site!

If you cannot find an answer to your questions on this page, please email us at:

SpecialMarkets@penguinrandomhouse.com

PENGUIN RANDOM HOUSE CONTACTS

Please refer to our “About Us” page here.

The best way to communicate with customer service is by email at CustomerService@penguinrandomhouse.com or phone (800-733-3000).


OPENING AN ACCOUNT

Please fill out the new account application and be sure to include your state tax resale certificate–all with your FIRST ORDER.

Specialty Retail

c/o PRH New Accounts

newaccount@penguinrandomhouse.com

Fax:  (866) 924-1396

 


PLACING AND TRACKING ORDERS

For established accounts, orders can be sent directly to csorders@penguinrandomhouse.com.

For new accounts, please contact your sales representative or email us at specialmarkets@penguinrandomhouse.com

To inquire about the status or tracking for orders already placed, please call customer service at (800)-733-3000 or email customerservice@penguinrandomhouse.com

Accounts may also sign up for PRH Business Self-Service to track their orders online.


BUILDING AN ORDER WITH WISH LIST

It’s easy to build an order using our Wish List feature.

Tap the heart next to any book you wish to order. It fills in when you’ve added that book to your Wish List. (Tap it again if you wish to remove it from your Wish List.)

Visit your Wish List before you leave the PRH site to download your collection of books in a grid format. You can then email this collection to yourself or to a colleague. Note: depending on your computer preferences (i.e. you need to allow cookies), your Wish List may not be available the next time you visit the site so please do download your Wish List before you leave. Also, the download functionality may be impacted by the browser you’re using; in our tests, we noted that Chrome seems to work best with both excel and pdf downloads. If you’re using Firefox, please “save” the excel grid to your desktop before you open it.

Once you’ve saved the Wish List grid on your computer, adjust the quantity for each title, add your company’s name and PRH account number in the footer, and email your order to csorders@penguinrandomhouse.com.


CREDIT AND ACCOUNTS PAYABLE

Please refer to your invoice and/or statement for the remittance address to use for submitting payments. For additional assistance with your account, please contact your Credit Representative by calling 1-800-726-0600.


CATALOGS & SELL SHEETS

Catalogs and sell sheets can be found here. Or explore our site organized by category and theme to find Gifts for Graduates, Valentine’s Day picks, “Top Sellers”, Award Winners, Covers by Color, and much, much more!


DISPLAYS & FORMS

 

Displays, corrugates, spinner racks, fixtures, and all forms can be found here.


BAR CODES

This could mean that your screen has a non-retina setting. Perhaps you have an older device which doesn’t feature this capability. Or maybe the settings on your newer device need to be adjusted.

  • Windows users can read more about adjusting their settings by clicking here.
  • Mac users can read more about adjust their settings by clicking here.

Alternately, add this book to your wish list, download your wish list, and then print the wish list out on paper. You should be able to scan the book’s bar code on paper instead.


DOWNLOADING TITLE LISTS OR WISH LISTS

Please note that the number of titles in your title list or wish list impacts the amount of time it can take to download that list. We’ve identified the current maximum number of titles for each format (900 for Excel, 450 for pdf) because larger lists don’t download properly.

There are also varying download results by browser type. We’re still testing this feature but what we’ve discovered is that Chrome has the most consistent and fastest downloads in both excel and pdf. If you’re using Firefox, please “save” the excel grid to your desktop before you “open” it to avoid error messages. We’ll update this page as we continue to test the site.

Please contact us at specialmarkets@penguinrandomhouse.com if you’ve had other results that you’re able to share.

We built out 4-across format list in pdf as we thought that format was the best combination of legibility and efficiency. That said, please let us know if you’re eager to get the 1-column or 6-column views as pdf downloads. If there is support for that kind of download formatting we’re happy to explore it more. Please let us know your preference and how you might use the new format download at specialmarkets@penguinrandomhouse.com

 


CATEGORIES AND FILTERS

There are several paths to the category or theme you want:

Choose from the top 26 categories in the drop-down menu that you access by clicking on Books & Gifts (top left of the navigation)

Click on Explore All Categories in the drop-down menu to find the complete index of categories and sub-categories. Or click here to get to that page: http://www.penguinrandomhouseretail.com/all-categories/. Try the type-ahead search bar on the top right if you don’t want to scroll through the whole list. There are over 450 categories and sub-categories and we’ll be adding more as we get your feedback!

Or just explore some of the Featured Categories on the homepage.

Once in a top category, filter down to the sub-category that best matches what you’re looking for. Why is filtering important? A lot of top categories include all the titles of their sub-categories so Holidays & Seasons is a mix of Mother’s Day, Valentine’s Day, Thanksgiving, and much, much more. Filtering to more specific sub-categories will help guide you to the most appropriate books and gifts.

General note: in all filters, you do need to click the Apply box at the bottom of the filter box to activate your choice. And you may have to scroll down the page to find and click on the Apply button if the filter has a lot of choices.

 

Please do email us if you have any questions or feedback about categories or filters.

As an example of all the filter options, let’s look at the Children’s category:

From left to right:

The Category filter is the path to all the subcategory filters in Children’s.

Age and Grade filters offer age/grade ranges; please remember that this is for guidance only and results vary wildly from child to child. These filters only appear in the Children’s categories.

Popular Picks includes filters for our top sellers in the specialty retail channel and for the award-winning books and authors.

On-Sale Status has a little (1) next to it. That tells you that the site is already filtered, because the site’s default status shows you only the books that are “Already On Sale”. In this filter you can toggle to see “Coming Soon” titles if you prefer to look at the books published from today to 9 months from now.

Cover Color is a pilot filter for us. You can filter by the color of a cover to get all the red or purple or white covers of titles in a particular category. This filter is sometimes located in “See More”.

Rep Groups is a filter for Sales reps, who may wish to look at only the titles in the Random House or Penguin “sales bag”. The site default is all titles from Penguin Random House and its distribution clients. This filter is sometimes located in “See More”.

You can also sort the results by pub date (the default, shown here, is pub date: newest to oldest), A-Z, and by price. You can also change the design of the page from a single title column (which includes more title details) to two- or six-title catalog style columns.

General note: in all filters, you do need to click the Apply box at the bottom of the filter box to activate your choice. And you may have to scroll down the page to find and click on the Apply button if the filter has a lot of choices. Please do email us if you have any questions or feedback about categories or filters.

Please do email us if you have any questions or feedback about our filters.