How to Troubleshoot Missing Books

Books can arrive at any time during the month, up to the last day. If a child misses a book, there are several steps to follow to identify possible reasons.

• Check the LIST OF BOOKS MAILED in the BOS to see if the book for that child's age group has been delayed in its delivery and is, therefore, not really missing but simply late.

• Check to see that the information in the database is 100% accurate and complete.

• Check the child's registration date in the database. Our book orders are placed one month in advance. For instance, if today is October 1st, we will order books for delivery in November. Hence, if a child is registered in September, we should have their books ready for delivery.

• Check the child's birth date to ensure they have not graduated from the program (age 5). 

• Remember that USPS may face staffing issues, which can cause delays, especially during federal holidays or bad weather. Our books are sent as third-class bulk mail, which might take longer than first- and second-class mail that gets priority.

• Contact the family to double-check all information.

• Ask if the address is correct and complete.

• If they have moved, inquire if they have filled out a change of address form with the USPS.

• If the child’s last name differs from the parents’, they must fill out a change of address form for that child and file it with USPS, even if the address is correct. The child receiving monthly books must be registered with USPS at that address, and a parent can verify this with their local post office.

• Ask the parent to check the book label for the delivery month “(Name of the month)’s personal gift for:” listed beside the child’s name.

• Ask if they are having other lost mail.

• Check if they're using a new address and the receptacle isn't installed or the address isn't on file with USPS. This may not affect first class mail, so they could receive first class mail but not the books.

• If there are multiple children in the home enrolled in the program, ask whether any are receiving books.

• Request that they speak with their mail carrier and ask to receive books monthly.

• Consider using an alternative address, such as a post office box.

• Check with the local post office serving that area if a book has been returned as undeliverable. If so, ask the postal worker what may have been the cause to make the book undeliverable (i.e. address mistake or other error). It would also be a good time just to say “hello” and have a brief visit with the Postmaster and other key employees as part of building that relationship.

• As a last resort, if there is another alternate address, such as a family member who lives nearby, that address could be used to see if the books arrive as they should. This is not recommended, and should only be used as a very last resort, but it has worked on a few occasions.

After resources are exhausted and the book is still missing, it’s likely lost in the mail. A local partner can replace it using returned non-deliverables or books delivered under a pseudonym, which builds trust with the family. Since books are sent via bulk mail, return service isn't included. Some programs may receive back and reuse books, but not all. If available, a Local Program Partner may replace a missing book, which is appreciated by families. If delivery issues persist, families should contact their local USPS office.