FAQs | Problems with an order

We are proud to enable the magical moment when a child sees their likeness in a book, and feel a responsibility to provide that moment from every book we ship. Our illustrations aim to provide an unmistakable resemblance to the reader, but are not meant to directly integrate or recreate the reference images themselves. Our favorite analogy is to think of the reader as being cast in a movie. While hairstyles or clothing may be different from what they wear to school, their classmates would be able to definitively identify them as the starring actor or actress.

Please see our guide to getting started for a step-by-step guide to customizing your book.

While customer feedback has been overwhelming positive about the level of resemblance in our illustrations, the Imaginaroo Guarantee offers a risk-free commitment to our customers’ satisfaction.

After we receive your order, we will immediately begin to create your one-of-a-kind Imaginaroo book using the reference image you provide. Once your book has been created, you will receive an email with an opportunity to review the complete digital proof copy of the book before it is printed. If you don’t love the book, a member of our team will get in touch to see if we can resolve the issues. If we can’t resolve your issue, you can cancel your order for a full refund.

Issues with resemblance may be due to the quality of customer-provided reference image. If our team believes this may be a contributing factor, we are happy to reproduce a new digital proof copy of the book for your review at no cost using an alternate image.

Don't worry! If you didn't receive a confirmation email, we suggest you first check your spam / junk folder. Because confirmation emails are automatically sent, it is possible some email services may route them to this folder.

If you still don't see the email, it is possible that you entered your email address incorrectly or that your order didn't actually process (perhaps due to a poor internet connection, for example). Please get in touch and we can help locate your order. Please provide the following in your message:

• Your first and last name
• The date you placed the order
• The recipient's name
• The delivery address

It's no fun to wait, but rest assured that it's very rare for an order to be lost completely. Most delayed orders will arrive within just a few days of our original estimates. If available, tracking details will be provided in your shipping notification email and are generally updated at each step of the way.

If it several days past your estimated delivery date, please get in touch and we'll be glad to investigate further. Please provide your order number in your message.

If your book is damaged in shipping, or if there is an error from production of the item, we will replace your product at no cost to you. Please email your order number and a photo of the issue to hello@imaginaroo.com and we will either send you a replacement or refund your order.

Imaginaroo is not responsible for customer-generated mistakes, errors, or defects including spelling, typographical, or grammatical errors, as well as order quantity or other ordering errors. Please be sure to review details of your order carefully before placing and approving your order. We do not proofread for, or correct, any customer-generated mistakes.

If your book is damaged in shipping, or if there is an error from production of the item, we will replace your product at no cost to you. Please email your order number and a photo of the issue to hello@imaginaroo.com and we will either send you a replacement or refund your order.

Imaginaroo is not responsible for customer-generated mistakes, errors, or defects including spelling, typographical, or grammatical errors, as well as order quantity or other ordering errors. Please be sure to review details of your order carefully before placing and approving your order. We do not proofread for, or correct, any customer-generated mistakes.

Uh oh! We're sorry to hear this and will do our best to resolve your issue quickly. Please get in touch and provide as much detail as possible.

Recipient first and last names are both limited to 12 characters. If you are having other issues, please get in touch and we'll do our best to help. Please provide as much detail as possible.

Dedications are limited to a 30 character greeting, a 110 character message, and a 30 character signature. If you are having other issues, please get in touch and we'll do our best to help. Please provide as much detail as possible.

The most common reason for not being able to continue to the next step or purchase is missing a required field on a given page. All required fields on a given page must be completed before you can advance to the next step.

If it's been more than a few days since adding items to your cart, try refreshing your browser. If that doesn't work, try removing the items and adding them again.

If you are still having trouble, please get in touch and we'll be happy to help you!