HAVE A QUESTION?
Due to the custom printing and personalized nature of our products, we may not be able to accommodate changes after your order is placed. If you have a request or question, please email firstname.lastname@example.org anytime or call 1-855-556-2688 during regular business hours which are: 8:00am-8:00pm CST.
Questions about customizing the Book of Us
Customizing the Book of Us
What if the adult's name has more letters than allowed in the book?
There is a maximum of 16 characters and spaces allowed for the adult’s first name.
How do I include the adult's middle or last name in the book?
At this time, only the first names of two adults can be included in the book.
Can I change the color choice in the pages of the book?
The color accent on the book pages will match the book cover color. If you select a green cover, every page will be illustrated with pops of green. The color must be the same throughout and cannot be altered.
Can I change out pages for different ones?
Yes, you can swap out single pages for other single pages or two pages side-by-side for a different set of two pages.
Make sure your book preview is on the page(s) you want to swap out.
Alternate page options will appear on the right-hand side of your computer screen.
Click on a new page to add it to your book.
Why can't I swap out this particular page for another?
If you are unable to swap out a page, that means you are trying to substitute a single page for a two page set (or vice versa).
Some single pages can only be substituted for another single page. Some double pages (two pages side-by-side) can only be substituted for other double pages.
Keep this in mind as you swap out pages with our drag-and-drop feature.
What if I want to recover a page I accidentally deleted or switched for another page?
Any time you delete or switch out a page, that page will re-appear in the selection box on the right-hand side of your computer screen. You can select that page again at any time and add it back into your book.
Can I rearrange the pages in my book?
Yes, you can re-order all the pages in your book. The rectangular box at the bottom of your screen shows all the book pages.
The page you are looking at in the book preview will be highlighted in this box. Drag and drop pages into different areas of this box to re-arrange the pages of your book.
Your changes will update in the book previewer, so you can preview the new page order before ordering.
- How long does it take to receive the book once it has been ordered?
For details on delivery times and shipping costs, please visit the Shipping Information page.
- How long does it take to produce a book and how will it affect the delivery date?
All shipping times listed on our Shipping Information page and in the shipping method table at checkout include your gift's production time.
- Can I use more than one promotion code in the same order?
No, only 1 discount/voucher/promotion code can be used per order. Select the code that has the highest value and use that one.
If your code starts with an @ sign, then it is a gift certificate code which is like cash. More than one gift certificate code can be used in a single order.
- Where do I enter my promotion code?
If you have a special discount or promotional code, you must enter that code while viewing your cart.
Please enter your code and click "Apply Coupon." If you click "Apply Coupon" and your code does not work, see the next question/answer for possible reasons why this is occurring.
- How do I ship books to different addresses within one order?
We are very sorry, but it is not possible to ship one order to multiple addresses. You may place your orders individually and email email@example.com and ask if a shipping adjustment would be allowed.
- Can I order with checks or money orders?
No, sorry, we are not able to accept checks or money orders. All orders for our books need to be ordered with a credit or debit card, or via PayPal.
- When will my credit card be charged?
Because each book is made especially to your order, we charge your credit card upon receiving your order.
- Is it safe for me to use my credit card on this site?
For security, we encrypt your credit card and order information using Secure Socket Layer technology.
This protects you from "prying eyes" that might otherwise attempt to steal personal information from you, such as your credit card or payment information. This technology is an Internet standard.
- Why does the shopping cart say it's empty when I try to put items into it?
If the shopping cart says it is empty after you have tried to put items into it, this may be occurring because you have set your security setting not to enable "cookies."
Your privacy or firewall software or your browser might be set to block cookies. To resolve this issue, you can change your settings using the below instructions. Or, you can call us at 1-855-556-2688 (customer service hours: 8:00am-8:00pm CST) and we will be happy to take your order over the phone.
- To resolve cookie problems in privacy or firewall software:
- Launch your privacy or firewall software.
- Navigate to the section with cookie controls.
- Choose to accept cookies.
- Instructions for enabling cookies for common browsers:
Microsoft Internet Explorer 6.x: 1. Open Internet Explorer. 2. From the Tools menu select "Internet options." 3. Select the Privacy tab. 4. Move the slider down to any setting other than "Block All Cookies."
Mozilla Firefox users: 1. Open Mozilla Firefox. 2. From the Tools menu, select "Options." 3. Click the Privacy icon. 4. Click the + sign to expand the Cookies section. 5. Select the "Allow sites to set cookies" option. 6. Click "OK."
- I am sending my gift directly to the recipient. Will an invoice or any information showing the dollar amount spent be included with the gift?
No, the dollar amount spent will not be included with the package. Many of our customers have their gifts sent directly to the recipient.
Invoice information is never included on the packing slip, only the items to be included with the order along with the printed "Gift Message," if one is entered.
Where and how is the gift message printed?
The gift message will be printed on the packing slip, which is sent in the package with the book to the recipient. This message should be no longer than 175 characters. The message will be "word wrapped" by the computer so do not type the “enter” key to separate lines. When the enter key is pressed, your message will include a / character.
Thus, please type a message such as: "Dear Mike, I hope you will always treasure this book and think of me when you read it. Love, Mary."
Instead of: “Dear Mike,/ I hope you will always treasure this book and think of me when you read it./ Love,/ Mary/”
If your book is damaged in shipping, or if we make an error when producing the item:
We will replace your book or product at no cost to you. Simply send us a photo of the issue at firstname.lastname@example.org. You do not need to return your order if we confirm that the error was ours or if your order was damaged in shipping. We will either send you a replacement, or we will refund your order.
If you need to change the personalization after you have placed the order:
When you receive your order, ship it back to us at your expense. Contact us at email@example.com to explain what needs to change in your order. We will charge 50% of the original price of the item plus shipping to re-make and re-ship the order.
How to process a return:
To request a refund contact customer service at 1-855-556-2688 during normal business hours (8am - 8pm CST) or email us at firstname.lastname@example.org. Refunds are processed within 24-48 hours.
American Express, Visa, MasterCard, Discover
- How can I request to manage my personal information?
Please click on this link to submit your request to our privacy team.