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!
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. - 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 7 business days. For more information, please refer to the delivery times displayed in the cart. Please note that delivery times for Hawaii and Alaska are often longer than stated on the website.
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 it 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 70PLUS (for orders above $70) will get you 20% off all books in your cart. We’re happy to tell you that we’re already working on a book for up to 5 kiddos! You can read more about it here. Don’t forget to sign up for the special discount that you will receive upon release of the book.
- 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.
- Do you offer books in Spanish?
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Absolutely! You can find all available books in Spanish here.
- Do you ship to correctional facilities?
- Yes, however, we would recommend that you check with the correctional facility before placing an order, as some have varying rules regarding the acceptance of packages. Many only accept soft cover books (without any extras, e. g. gift boxes) and some also require a printed receipt for the package to reach its recipient. In such cases, we recommend that you select UPSMI as your shipping option. In case the correctional facility doesn't accept the package, we are not able to provide a refund for your order.
- 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.
Answer not found?
Send us a message and our dilligent ladybugs will gladly help you.