Every Once Uponly book is personalized and printed to order, so our policy balances that with making sure you’re always taken care of if something goes wrong. If you’re ever unhappy with your order, email us at customersupport@onceuponly.com and we’ll make it right.
You can cancel an order for a full refund any time before it enters production(before printing begins). Once a personalized book has been sent to print, it can no longer be cancelled because it’s made uniquely for you. To cancel, email customersupport@onceuponly.com with your order number as soon as possible.
Because printed books are personalized, we can’t accept returns for buyer’s remorse. However, we’ll send a free replacement or a full refund if your book arrives damaged, has a printing or binding defect, or you received the wrong item. Just email us within 14 days of delivery at customersupport@onceuponly.com with your order number and a photo of the issue.
Digital books are personalized and delivered instantly, so they’re generally non-refundable once generated. If there’s a problem with your file or the personalization is wrong, contact us and we’ll fix it or issue a refund.
Approved refunds are returned to your original payment method, typically within 5–10 business days depending on your bank or card issuer.
Questions about a refund or cancellation? Email us at customersupport@onceuponly.com and we’ll be glad to help.