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're sure you’ll find what you’re looking for.
What can we help you with?
BACK TO 7 Most Frequently Asked Questions
I need help placing an order
- What do I do if I encounter problems while placing my order?
- We would kindly advise that you first try refreshing the page and clearing the cache and cookies on your browser.
- However, for any issue you experience while placing your order, please feel free to contact us via email at hello@hoorayheroes.com, or send us a message on our social media platforms (Facebook, Instagram). Our diligent Customer Care agents are available and will be more than happy to assist you.
- When reaching out to us, please make sure to include as much information about your issue as possible, such as details about the device or browser you're using, as well as the title and personalization details of the book you're trying to create. This helps our agents understand the issue better and assist you as quickly as possible.
- Why can’t I continue to the next step?
- The process of creating your book will take you through several steps and require you to fill in various details to personalize your book. The ‘continue’ buttons will remain un-clickable until all of the necessary steps have been completed and saved.
- If you have completed all of the steps, and you are still unable to continue, please reach out to our Customer Care Team at hello@hoorayheroes.com and our agents will gladly assist you.
- How can I apply my promo code?
- You apply your promo code by entering it in the promo code field after personalizing your book and/or greeting card. To confirm it, simply click APPLY. The total will be automatically recalculated to include the discount. Please note that we cannot retroactively apply discount codes to already-confirmed orders.
- If by any chance your promo code doesn’t work, feel free to reach out to us via email at hello@hoorayheroes.com or on our social media platforms, and we will happily look into it for you.
- What are the things that I can personalize in my book?
- Hooray Heroes books offer personalization supreme. You get to write the hero’s name or nickname, choose their gender and create their overall appearance through hairstyle and hair color, eye color and skin tone. We also have some additional features available like glasses and freckles or beards for dads, grandads and partners.
- While we strive to accurately portray our books' color tones on our website, we cannot guarantee that the colors supplied will always exactly match the ones displayed on your monitor or phone due to the individual display settings of our users. If you're struggling to choose between a lighter or darker hairstyle or skin tone, we would generally recommend the lighter option.
- Once the characters have been personalized, you get to choose the stories. All of our stories are prewritten and available for you to read in the online preview. This makes choosing the ones that best suit your needs amazingly easy.
- You can even write your own dedication that will be printed out on the first page to give the book an even more personal touch.
- I am planning on ordering one book, but I like the personalization options in another one better. Can I choose a hair style from a different book?
- For the time being, you can only choose from the features and characters that are offered in a particular book but feel free to send us an email with your suggestions. We are always happy to hear our customers’ wishes and we do our very best to make them come true.
- How many heroes can I personalize in a book?
- For the time being, you can personalize up to 5 characters in one book. You can create a book for one kid, siblings, a family book with up to 3 kids, a book for one kid and their pet or even a book for couples. If you need help choosing the perfect book for you or your loved ones, you know where to find us. You can also find some useful tips here.
- Do I have to choose 10 stories? Can I choose more/less than 10?
- During the personalization process, you are required to select at least 10 stories. However, if you're having a hard time sticking to only 10 stories, we have also given you the option to add 5 additional stories to the book (hooray!). Just click on "Add 5 more stories" and voila!
- Why are my city and/or zip code not being accepted?
- Please make sure to enter your zip code first, which will give you a gray drop down menu where you can select the city’s name. Click on it and the zip code, city and state fields should be auto-filled. If the information is incorrect or if your zip code isn’t available, please contact us immediately and we will make sure to correct it.
- How can I order two copies (or more) of the same books?
- To avoid unwanted duplicates, we don’t have a button that would clone the book in your cart. However, there’s an easy solution for you if you do, in fact, want to order 2 (or more) copies of the same book. Once you’re done personalizing the first book, save it to your cart where you will find a button that says “add another product”. Simply click on that, find your desired book, and personalize it again. This way you can order the books at the same time and save on shipping costs.
Answer not found?
Send us a message and our diligent ladybugs will gladly help you.