Each one of our books are custom made specific for each child. We do not repurpose or resell any of our customized products to ensure that each customer receives a product that is unique for them. As a result, once an order is finalized and the printing process has begun, there can not be any changes or cancellations made to the book. In addition, because of the customized nature of each of these books, we are not able to accept any returns or exchanges.
In order to help ensure the product is what you want, you will have the opportunity to preview the book before finalizing your order. This way you can ensure that everything is the way you want it and to catch any last minute adjustments you want made before finalizing the order.
If your book arrives damaged, please contact our customer service team and they will walk you through the next steps of the process. You must report damaged items within 48 hours of delivery.
Only Products that are damaged via the printing or shipping process will be considered. Any issues with the personalization or the story will not be accepted given they had to approve the book before placing the order. We will only address damaged items if they are reported within 48 hours of delivery. Anything beyond this we run the risk of not being able to determine if this is damage from shipping or use. Any product deemed damaged does NOT need to be returned to us instead we will send a replacement product. This will save on shipping costs and hassle.
When a customer reaches out regarding a damaged product the following steps must be taken:
Determine the nature and extent of the damage. Primarily is it shipping or printing related.
Ensure that they are within the 48 hour window to report damaged products.
Photo evidence is required to process and damaged orders.
If the product is deemed to be sufficiently damaged via the shipping or printing process. Inform the customer that a replacement book will be shipped to them free of charge. They can also keep the current version of the book that they have.
A replacement product will be ordered and shipped using basic shipping. This incident will need to be recording along with the pictures so they can be presented to the Postal Service or to the Printer for a refund on the order.
Customer Service should follow up with the customer after the replacement book has been received to ensure they are happy and to ask for a review.