Return policy

All products can be purchased if they are available and your order has been accepted by us. We reserve the right to refuse orders without giving reasons. Your order is valid only after receiving confirmation of the order without reservation.

Before submitting the order, the customer has the opportunity to view the product’s preview and is required to accept the preview before proceeding.

The order confirmation contains the details of your order and the price. It is your responsibility to notify us of any errors(s) in the order as soon as possible. Otherwise, you may receive a FAULTY order. All details for the delivery times are informative and serve as orientation. The Seller will do everything to ensure that your order is delivered on time but bears no responsibility if the order is not delivered 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 1-888-383-1993. We can also be reached via Facebook Messenger or via Instagram. In case you are unable to reach us or if we fail to respond to your message, we kindly ask for you to send us a second email or message, or to call us again a second time.

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

If the customer wants to change the order details, they are required to send us either the order number they received in the confirmation email or the email address which they used for ordering.

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

Within 24 hours after placing an order for whatever reason. Cancellations can be made via email at hello@hoorayheroes.com or via telephone by calling toll-free 1-888-383-1993. We can also be reached via Facebook Messenger. In case you are unable to reach us or if we fail to respond to your message, we kindly ask for you to send us a second email or message, or to call us again.

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

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

If the products delivered are defective, the customer has the right to cancel the order, but in no case later than 14 days after the receipt of the product.

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

The customer has 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 a reclamation of the order but in no case later than 14 days after the receipt of the product. A customer is entitled to provide good reasons for the reclamation and should send us photo material of damaged or defective goods.

If the reclamation is granted, the customer is 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 which 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 to the discretion of the Seller.

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

Once the reclamation is confirmed, a credit will be issued to the credit card or PayPal account used for payment of the original order. Refunds typically take 10-14 working days to process but may take longer during exceptionally busy times.

If the customer is granted a refund, shipping costs will not be refunded. The shipping costs may be refunded if the customer has not received the parcel in the indicated number of days, depending on the type of delivery option chosen upon placing the order.

If the customer realizes that an unintentional mistake was made when ordering the book and the package was already delivered, we do not offer free reprints or refunds. In such cases a 50% discount coupon will be offered to clients and will be available only for ordering the exact same product as before.

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 that case.

Discounts codes:

Discount codes are constantly 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 the orders which have already been placed.

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

Accuracy of the 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 of the website may come from 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 of paying 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 choose the payment via PayPal option and a separate window will open to enable this method of payment.

SHIPPING OPTIONS

We, the ladybugs at Hooray Heroes, live and make our books in a far, far, far, far away land. Nevertheless, we strive every day so the stories with your favorite heroes in them 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 14 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 Air Deluxe 5 Working Days $39.99 UPS

Please note that deliveries to Alaska and Hawaii may take longer than the arrival times stated in the table above. Hooray Heroes does not currently ship to Canada and Australia.