Frequently Asked Questions

Hi there!

Oh no! Did something go wrong while you were trying to order one of our Hooray Heroes books? Or maybe you’re not sure about how to choose the best or most suitable book for your loved one?

Well, we've got you covered! For more information on how it all works, all you have to do is click through the categories below. We are sure you’ll find what you’re looking for.

What can we help you with?

7 Most Frequently Asked Questions

How do I place an order? Do I need to send you pictures?  

You can order a book from us by simply clicking on the product that you like and going through the ordering process! As much as we love receiving pictures of our happy customers, there is no need to send them in advance! Why? Well, because you get to personalize your characters all on your own. 

Feel free to watch this short and helpful video detailing how to place an order! You can also find some helpful tips here! 

How fast will I receive my order?   

This depends on the shipping method you select(ed) while placing your order. We offer many different options, ranging from delivery in up to 21 business days to delivery within 8 business days. For more information, please refer to the delivery times displayed in the cart. If your order hasn't been dispatched yet, feel free to track the current status of your order here. 

We will send you a tracking number via email as soon as your order ships from the print house. You can then follow your package by inserting the tracking number here. 

Do you offer books for more than 3 kids?  

We currently offer books for up to 3 kids. You can find all the options here. If you have more than 3 kids, you can consider creating 2 books and, in this way, include all your little ones. The code 80PLUS (for orders above CA$ 80) will get you 20% off all books in your cart. 

I’ve made a mistake in my order; how can I correct it?  

That’s no problem at all! Our diligent ladybugs can correct any errors made during the customization process as long as you reach out to us immediately after you place your order. We can only make changes before your order goes to print. To avoid any unpleasant surprises, we suggest that you make sure to double-check your confirmation email as soon as your order has been completed. Should you find a mistake, please do not hesitate to send us an email letting us know what you would like to correct. You can reach us here or by simply replying to your confirmation email.  

Why are my city and postal code not being accepted?  

Please make sure to enter your postal code first, which will give you a grey drop down with the city’s name. Click on it, and your postal code, city and region fields will get auto-filled. If the information is incorrect, or if your postal code isn’t available, please choose any other postal code the system offers and, as soon as you place the order, send us an email with your order number and the correct address. We will then make sure to correct the address in our system.  

Can I get my book in a different language?  

Absolutely! Our books can currently be printed in the following languages: English, French, German, Slovene, Italian, Finnish, Swedish, Portuguese and Spanish. However, please make sure to contact our Customer Care Team beforehand at hello@hooray-heroes.ca for additional information on the ordering process. Please also ensure that your dedication is written in your preferred language as we do not translate personal messages, names or nicknames, and please note that the gift boxes are only available in English. 

The following books are currently NOT available in French AND German: You'll Always Be My Little Girl/Boy (dad version), You'll Always Be Our Little Girl/Boy, Daddy Will Always Love You. You can find the full selection of books available in French here. 

Why have I received a payment error message?  

If you received a payment error code on our website, that means that something went wrong during the payment process. The most common reasons for this are: 

•  there aren't sufficient funds on the card 

•  a typo was made in the card details 

•  your bank is not allowing the transaction to be carried out 

You can check what the code that you received means here. We accept payment via PayPal and credit card (MasterCard, Visa, American Express, and Diners Club).
Please be aware that the following payment options are not accepted: PayPal Pay in 4, Visa Prepaid Card, Mastercard Prepaid Card. 

 

Send us a message and our dilligent ladybugs will gladly help you.