Shipping & Returns

Thank you for shopping with us. Because many of our products are made to order, please review the information below regarding processing times, shipping, and returns.

Order Processing

All products are made to order unless otherwise stated.

We use an external fulfillment partner to handle the production and shipment of the storybooks.

• Production Time: Orders are typically produced within 6-7 business days before shipment.

• Production time does not include shipping transit time.

• During peak seasons or promotions, production times may be slightly longer.

You will receive a confirmation email once your order is placed and a separate notification with tracking information once your order has shipped.

Shipping

Shipping Locations

We ship internationally, but if you are in one of the countries outside the list below, delivery may be delayed due to requiring customs clearance:

• United States

• Canada

• United Kingdom

• Ireland

• Australia

• New Zealand

Shipping Methods & Delivery Times

Shipping time depends on your selected shipping method and location.

Estimated transit times:

• Standard Shipping: 5-10 business days

• Expedited Shipping: 1-5 business days

Delivery estimates begin after production is complete.

Please note:

• Delivery times are estimates, not guarantees.

• We are not responsible for delays caused by carriers, customs, weather, or incorrect shipping information.

Shipping Costs

Shipping costs are calculated at checkout based on:

• Destination

• Package weight and size

• Selected shipping method

Promotional free shipping (if offered) applies only to qualifying orders and regions.

International Orders (If Applicable)

International customers (anyone not in the list of countries in the "Shipping Locations" list) are responsible for:

• Customs duties

• Import taxes

• Brokerage fees

These charges are not included in your order total and are determined by your local customs authority.

Order Changes & Cancellations

Because items are made to order:

• Orders may be modified or canceled within 12 hours of purchase.

• Once production begins, we cannot guarantee changes or cancellations.

Please contact us as soon as possible at support@onceuponamemorybooks.com if you need assistance.

Returns

Made-to-Order Items

Since our products are custom-produced, we generally do not accept returns for:

• Buyer’s remorse

• Incorrect size selection

• Minor color variations due to screen differences

However, we stand behind our quality.

Damaged or Defective Items

If your item arrives damaged or defective:

• Contact us within 7 days of delivery.

• Include your order number and photos of the issue.

• We will provide a replacement or refund at no additional cost.

Exchanges

We currently do not offer exchanges.

If exchanges are allowed:

• Customer is responsible for return shipping unless the item is defective.

• Replacement production time applies.

Lost or Stolen Packages

If tracking shows delivered but you have not received your package:

1. Check with neighbors or your local carrier.

2. Contact us within 7 days of the marked delivery date.

We will assist in filing a carrier claim when possible.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping details.

• If an order is returned due to incorrect address information, the customer is responsible for reshipping fees.

• We are not responsible for packages lost due to incorrect addresses provided at checkout.

Contact Us

For any shipping or return questions, please contact:

Email: support@onceuponamemorybooks.com
Response Time: Typically within 2 business days