Each Family Hero book is custom-printed for you. Because every book is personalized, our policy works differently than a typical retail refund. We'll always work with you to make it right when something goes wrong on our end.
Production & shipping timeline
- Production: typically 3–5 business days after you approve and order your book.
- Shipping: standard mail takes 5–8 business days within the US after the book ships from the printer.
- Total time from order to delivery: usually 1–2 weeks. Expedited shipping options are available at checkout.
Tracking is sent by email and shown on your Orders page as soon as the printer hands the package to the carrier.
Damaged in shipping
If your book arrives damaged, email us a photo within 14 days of delivery at support@familyherobooks.com. We'll send you a free replacement, no return required.
Lost in shipping
If tracking shows the package as lost or it doesn't arrive within 21 days of shipping (US), contact us and we'll work with the carrier to locate it or send a replacement.
Printing or quality issues on our end
If the book has a defect that is our fault — wrong page order, severe color issues, illustration mismatch from your approved preview — we'll reprint it free of charge. Email support@familyherobooks.com with photos within 14 days of delivery.
Customer error (typos, wrong photo, dedication mistakes)
Because each book is personalized, we cannot offer refunds for issues caused by content you provided — for example, a typo in the dedication, the wrong photo uploaded, or a misspelled name in the story. You see a full digital preview before placing the order specifically so these issues can be caught.
That said, we want you to have a book you love. Email us and we'll work with you on a discounted reprint to fix the issue.
Order cancellations
Once a book is sent to the printer, it can't be cancelled — production starts immediately. If you need to cancel, do it before the print job is submitted (you'll see status “Awaiting Payment” or earlier on your Orders page).
International shipping
We currently ship to the US, Canada, UK, EU, and Australia. International transit times vary (usually 7–21 days). Customers outside the US are responsible for any import duties or VAT charged by their country.
Contact
Questions about an order: support@familyherobooks.com. Please include your order number — you can find it on your Orders page.