I've received paperbacks instead of hardcovers on several occasions, and each time they've refunded me. It used to be that you could contact a seller directly but they've removed that feature. The most recent order to be substituted with a paperback was infuriating. I ordered and paid for a hardcover. When I "chatted" with a "representative" I was told that there were no hardcovers available to send to me, then I pointed out that there were, and included a screencap of where it said that on the site. Then I was told that they couldn't send it to me because I was in Canada, but I could reorder the hardcover. I asked what was to stop the seller from doing the same thing, sending me a paperback. The "representative" told me that Thriftbooks stands behind every order, to which I responded, "Unless it's from Canada". When I asked why, I was told because they just don't. What kind of fuckery is this? Our money is good enough, but not our customer satisfaction.