Return policy

Any product available on the website can be purchased providing that your order has been accepted by us. We reserve the right to refuse orders without providing the reasons for doing so. Your order is valid only after receiving the order confirmation.

Before submitting an order, every customer has the opportunity to preview their product and is required to confirm the final preview before proceeding.

The order confirmation contains details on both your order and the final price. It is the customer’s responsibility to immediately notify us of any error(s) that may exist in the order. In the case that we are not informed within a 24-hour time frame or not informed at all, it is possible that you may receive a FAULTY product. All the provided details for delivery times are informative and serve as orientation as they are subject to change. The Seller will do everything to ensure that your order is delivered on time but bears no responsibility if the order does not arrive on time.

Changes to an order can be made in the following cases:

Within 24 hours after placing an order, for whatever reason. Changes can be made via email at hello@hoorayheroes.com. or via telephone by calling toll-free at +1 (205) 859-3826. Please be advised that our phone lines are very, very busy, so we recommend contacting us either by email or social media via Facebook Messenger or Instagram. In the case that you are unable to reach us or if we fail to respond, we kindly ask you to send us another email or direct message.

24 hours after placing your order, your book goes into print. At this point, additional changes are no longer possible. After the order has been sent to the print house, changes unfortunately cannot be made as every book is unique and created according to a specific order.

If a customer wants to change the details of an order, they are required to either send us the order number they received in their confirmation email or the email address that they used when placing the order.

Cancellation of an order can be made in the following cases:

Within 24 hours of placing an order and for any reason. Cancellations can be made via email at hello@hoorayheroes.com.. or via telephone by calling the following toll-free number: +1 (205) 859-3826. Please be advised that our phone lines are very, very busy, so we recommend that you either contact us by email or social media via Facebook Messenger or Instagram. In case you are unable to reach us or if we fail to respond, we kindly ask for you to send us another email or direct message.

24 hours after placing your order, your book goes into print. At this point, additional changes are no longer possible. After the order has been sent to the print house, cancellation is no longer possible as the book is unique and created according to a specific order.

If an order has not been delivered within 30 days of the receipt of payment, customers have the right to cancel the order. For Alaska and Hawaii: if an order has not been delivered within 40 days of the receipt of payment, customers have the right to cancel the order.

If the products delivered are defective, customers have the right to cancel the order, but no later than 14 days after receiving the product.

The date on which the original email was sent or phone call received is used to determine the timeliness of the revocation.

Customers have the right to a reclamation in the following cases:

• if the product delivered was defective or damaged either by the print house or the postal service. In that case, the customer has the right to request a refund or reprint of the order but no later than 14 days after the receipt of the product. Customers are entitled to provide satisfactory reasons for the reclamation and should send us photo evidence of said damaged or defective goods.

• if the reclamation is granted, customers are offered a reprint of the defective or damaged book free of charge. A reprint will be issued as soon as possible and shipped with the same shipping option that the customer used with their initial order.

Since Hooray Heroes strives towards delivering quality personalized books to every customer, refunds for defective and damaged books are issued only under special circumstances and are not subject to customers’ wishes but at the discretion of the Seller.

Partial refunds are not possible at any time. The seller can only refund the shipping costs or the full amount of the package.

Once the reclamation has been confirmed, credit will be issued to the credit card or PayPal account used in the original order. Refunds typically take 10-14 working days to process but may take longer during high seasons.

If the customer is granted a refund, the shipping costs will not be refunded. The shipping costs may be refunded only if the customer has not received the parcel within the indicated number of days, depending on the delivery option selected when the order was placed.

In the case that a customer finds an unintentional mistake was made (by the customer) when ordering a book following the delivery of said book, we do not offer free reprints or refunds. In such cases, a 50% discount coupon will be offered to clients and will only allow the customer to reorder the same product.

If there was an involuntary mistake made by Hooray Heroes in the process of creating the book, a reprint is issued for the customer free of charge. A refund cannot be issued in this case.

Discount Codes:

Discount codes are regularly published on our social media sites and on our website. Discount codes should be applied before the order is placed and cannot be used once the order has been placed. Hooray Heroes cannot retroactively apply discount codes to orders which have already been placed.

Hooray Heroes can neither issue any kind of refund if the discount codes are not applied prior to placing the order, nor can we apply the discount code retroactively.

Accuracy of Website Content

We make every effort to keep the website’s content up to date, but we cannot guarantee its accuracy and completeness. We reserve the right to make changes at any time without prior notice to the website’s content or to the listed products, prices, and/or fees. Site content may be outdated, and we assume no obligation to update it. This also applies, above all, to the presentation of the products offered, which may differ from the actual appearance of the products. This does not constitute a valid reason for a revocation of goods. Certain content on the website may be the product of third parties. We cannot provide any guarantee or responsibility for the accuracy, completeness, timeliness, or reliability of this content.

Payment Methods

When ordering our Hooray Heroes personalized children's books, there are various payment methods available. Choose the one that suits you best.

Credit Card

If you would like to settle the bill for your order right away or if you would like to send the parcel to the address of the child receiving the gift, you have the option to pay in advance by credit card (Visa, MasterCard, American Express).

As soon as our system has determined that there are sufficient funds in your account and the order has been successfully completed, our printing house gets the green light, and your personalized children's book will be completed and sent.

PayPal

You can also pay for your order via PayPal, so that Hooray Heroes can start working on your order right away. During the ordering process, please select the PayPal option and a separate window will open to enable this method of payment.

SHIPPING OPTIONS

Delivery During COVID-19

We recognize the trust you’re placing in us, and this is the reason we are doing everything we can to ensure that your personalized books arrive safely. We are continuing to deliver normally, so there is no reason not to order a personalized book for your kids, parents, husband or wife, relatives, or friends. Delivery times, however, depend on the type of delivery you select during the ordering process. It is there that you can find detailed information on how many working days delivery will take. Due to COVID-19, some of our delivery Heroes are experiencing delays. Please expect an extended delivery time of up to 21 working days in some cases.

We promise you, it’s well worth the wait! If you’re looking for a way to pass the time until your order arrives, please stay home, stay safe, and download a free coloring book for your kiddo or yourself: https://hoorayheroes.com/stories/freebies/

We, the Ladybugs at Hooray Heroes, live and make our books in a far, far, far, far away land. Nevertheless, we work hard every day to make sure that the stories featuring your favorite heroes find their way into your hands as quickly as possible. You have four different delivery options to choose from:

Delivery option Arrives Price Carrier
UPS Mail Innovations / USPS 21 Working Days $3.99 UPS Mail Innovations / USPS
FedEx Standard 9 Working Days $9.99 FedEx
FedEx Air 7 Working Days $14.99 FedEx
UPS Deluxe 5 Working Days $39.99 UPS

Please note that deliveries to Alaska and Hawaii may take longer than stated in the table above. Hooray Heroes does not currently ship to Canada. Our Australian customers are invited to place their orders at: https://hoorayheroes.com.au.

Please note that during certain peak sales periods (such as Father’s Day, Christmas, etc.), delivery times may take longer than usual. For more information, please refer to the delivery times displayed in your cart. Hooray Heroes does not ship to APOs nor FPOs at the current time.