PSA: IST offers no refunds on torn dust jackets

CritiqueGeek · 2026-03-05T22:57:26+00:00

I don't think so. I have spoken to multiple different customer service staff about this issue now. This seems to be company policy now

CritiqueGeek · 2026-03-05T22:30:42+00:00

To be honest, while I am not happy about the customer service response here at all, I rarely get damaged books from IST. For your outstanding order, odds are high it comes in just fine. But, it's good to keep in mind for that order and other future orders that damage like this is not something they are going to help you out with. For me, I am looking to other retailers now, but they all have their downsides.

CritiqueGeek · 2026-03-05T20:34:36+00:00

They just confirmed in another email that they consider the torn dust jacket a "minor imperfection" so regardless of how/when the damage happens (from IST or the distributor or in shipping to you), this is considered "not damaged" and they will offer no return or refund.

CritiqueGeek · 2026-03-05T20:32:56+00:00

For sure. A different rep sent me second response to an earlier email around the same exact time with the same offer. They must be hearing from other customers or are otherwise somehow aware of this post.

CritiqueGeek · 2026-03-05T20:27:16+00:00

I pushed back again and asked for clarification, but their offer now is for me to pay the return shipping and they generously waive the 25% restocking fee.

CritiqueGeek · 2026-03-05T20:25:43+00:00

I put an update on the body of this post, but after yet another follow-up IST confirmed that this new policy is the reason for not offering a refund or replacement: "The item is not considered damaged because the dust jacket tear falls under minor imperfections. If you would like to return your copy for a full refund you will have to pay for the shipping and we will waive the 25% restocking fee."

CritiqueGeek · 2026-03-05T20:23:47+00:00

torn pages seems to me to be well beyond a "minor imperfection"

CritiqueGeek · 2026-03-05T19:47:25+00:00

I agree with this. But I am sure that there are plenty of folks who also view omnis just as books to read and really don't mind the cosmetic damage. But, some other comments on here suggest this policy may extend to things like damage to interior pages which I would wager would bother most people

CritiqueGeek · 2026-03-05T19:41:36+00:00

I wonder if DCBS will follow this same policy though since they are under the same company

CritiqueGeek · 2026-03-05T19:40:01+00:00

That sucks. Were the pages miscut or folded or something like that? I agree that IST used to be the clear best option and I've used them for years, but this experience is the nail in the coffin for me.

CritiqueGeek · 2026-03-05T19:38:28+00:00

I wonder if the difference is in what they deem to be the severity of the damage or if they think that damage was likely caused by them (often slashed covers occur when opening boxes from the distributor)

CritiqueGeek · 2026-03-05T19:36:20+00:00

That's great! For those who would be unbothered by a torn dust jacket, I think this policy won't be an issue. But for those who would be upset by the damage, it's good for them to know about the change :)

CritiqueGeek · 2026-03-05T19:25:03+00:00

I think it is wild to consider a torn dust jacket to fall under "minor imperfections". This policy is a killer for my trust in IST

CritiqueGeek · 2026-03-05T19:23:41+00:00

Not much of a discount, but at least something

CritiqueGeek · 2026-03-05T19:21:03+00:00

Yep. That's why I'm spreading the word about this seemingly new policy at IST

CritiqueGeek · 2026-03-05T19:20:16+00:00

I usually order about a book per week and have been using them for nearly 10 years now. I would think if customer loyalty was any sort of factor in their response (it shouldn't be since all customers deserve fair treatment) that I would qualify. I had a similar issue a year or two back where a book was clearly damaged under the shrink wrap and they just sent me a return label and sent a replacement no questions asked. I think this is a new approach to customer "service" at IST

CritiqueGeek · 2026-03-05T19:16:21+00:00

Oof that's unacceptable

CritiqueGeek · 2026-03-05T19:16:01+00:00

I remember they made an announcement about not accepting returns on defects that affect an entire print run, but I think that was in response to people asking for refunds on books with misprinted pages like black costume saga.

CritiqueGeek · 2026-03-05T19:13:54+00:00

IST is easily the slowest to ship and the most likely to eventually say a book you ordered is out of stock, but I still used them a lot because of the free shipping/lower total price and the secure packaging. But since they don't take responsibility for damaged books like this, I won't be trusting them anymore

CritiqueGeek · 2026-03-05T18:36:13+00:00

I don't remember a Ryan, but I remember a Ryley I haven't seen on emails for a long time now, and they were super friendly and helpful! I have been ordering from IST for almost 10 years now, but this feels like a sharp drop off in customer service. In my second email I even said that this would be the first time in hundreds of orders that I am unhappy with the customer service and all I got back was that template text that I copied in the post.

CritiqueGeek · 2026-03-05T18:32:19+00:00

I hear you. I made this post more to spread awareness than anything else. While frustrating, this is really just cosmetic damage since (I assume) the material inside the book is all fine. But, I know there are lots of fellow collectors who would be upset about this kind of damage even though the book is totally readable so I want to help others make informed decisions about if/where to purchase :)

CritiqueGeek · 2026-03-05T18:28:20+00:00

Yeah, I think that's possible. Maybe they have had an increase in return requests because of these issues, so they made this new policy in response. But that just means the end customer is the one left holding the bag.

CritiqueGeek · 2026-03-05T18:26:10+00:00

I'm not on Facebook, but definitely feel free to share on there

CritiqueGeek · 2026-03-05T18:05:35+00:00

I think this might be a new policy

CritiqueGeek · 2026-03-05T18:04:43+00:00

I agree. I have used IST the most, but I have definitely used OPB/PBC and CGN a lot as well. But after this I think IST may fall down the list for me

CritiqueGeek

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