Our promise

Every Little Story Keepers™ Book is custom-made for your family. There is no shelf, no warehouse, and no two Books are alike. That changes how returns work compared to ordinary retail — but it does not change our commitment to standing behind every Book we ship.

If your Book arrives damaged, defective, or with a printing, binding, shipping, production, or AI-generation quality issue attributable to Little Story Keepers™, our print partner, or our fulfillment process, we may, subject to reasonable verification, make it right through a reprint, refund, carrier claim, print-partner claim, or other appropriate resolution. If you change your mind within one hour after placing your order and production has not begun, we will cancel the order and issue a refund. Beyond that, this Policy explains what we cover, what we cannot, and how to reach us if anything goes wrong.

At a glance

• Quality issue: subject to reasonable verification, a reprint, refund, carrier claim, print-partner claim, or other appropriate resolution within 30 days after delivery.
• Order cancellation: you may request cancellation within one hour after placing your order if production has not begun.
• Customer errors and preferences: approved typos, incorrect names, incorrect photo selections, low-quality uploaded images, shipping-address errors, layout choices, or dissatisfaction with approved AI-generated content are generally not refundable, though we may offer a discounted reprint, goodwill credit, or other accommodation at our discretion.
• Shipping lost in transit: subject to reasonable verification, we may replace it at no cost.
• How to start a claim: email support@littlestorykeepers.com with your order number.

If Your Book Arrives Damaged, Defective, or with a Quality Issue

We stand behind the quality of our Books. If your Book arrives damaged, defective, or with a printing, binding, shipping, production, or AI-generation quality issue attributable to Little Story Keepers™, our print partner, or our fulfillment process, we may, subject to reasonable verification, reprint and reship your Book at no charge, issue a refund, pursue a carrier or print-partner claim, or provide another appropriate resolution. Unless we request otherwise, you do not need to ship the original Book back to us.

What counts as a covered quality issue

• Pages torn, missing, or printed out of order.
• Cover damage, binding failure, or pages falling out.
• Materially smudged, blurry, misaligned, faded, off-color, or incorrectly cropped printing not present in the final version approved for printing.
• Water damage or other damage that occurred before delivery to you.
• Wrong Book sent, wrong personalization printed because of our system or fulfillment error, or a Book that materially differs from the final version approved for printing.
• AI-generation quality issues attributable to Little Story Keepers™ that materially affect the finished Book and were not apparent in the approved preview.

How to file a claim

Email support@littlestorykeepers.com within 30 days after delivery with:

• Your order number, if available.
• A few clear photos showing the issue.
• Whether you'd prefer a reprint or a refund.

We aim to respond within two business days, usually sooner. We may reasonably request additional information to verify the issue and determine whether a reprint, refund, carrier claim, print-partner claim, or other resolution is appropriate. Approved refunds typically post to your original payment method within five to ten business days, depending on your bank or payment provider.

If Your Shipment Is Lost or Doesn't Arrive

If tracking information indicates that your shipment has not moved for an extended period or the carrier confirms the package is lost, contact us at support@littlestorykeepers.com with your order number. Subject to reasonable verification, we may replace the lost shipment at no charge if it was addressed to an eligible U.S. shipping address.

If tracking shows delivery to the eligible U.S. shipping address you provided, we may not be able to replace the order at no charge, but we encourage you to contact us so we can review the issue.

Delivery estimates are provided for informational purposes only and are not guaranteed. We are not responsible for delays caused by fulfillment partners, shipping carriers, weather, or other circumstances outside our control, but we will work with you and provide updates when we have new information.

If You Change Your Mind: Cancellation Window

You may request cancellation within one hour after placing your order if production has not begun. If production has not begun when we process a timely cancellation request, we will cancel the order and issue a refund.

Because each Book is custom-made based on the content and design you approve, orders generally cannot be cancelled or modified once submitted for printing or once production has begun.

To cancel within the one-hour window, email support@littlestorykeepers.com with your order number and a clear cancellation request. Outside business hours, we will use the timestamp on your email to determine whether the request was submitted within the one-hour window. If production has not begun when we process the request, we will cancel and refund in full.

If You Made a Mistake: Typos, Wrong Photos, or Change of Design

Before your Book is submitted for printing, we present the Book content and shipping information for your review and approval. You are responsible for reviewing all pages, names, photographs, AI-generated illustrations, captions, narrative text, spelling, grammar, layout, order preview, and shipping information before final submission. By approving and submitting your order, you confirm that the Book and shipping information are approved as presented and authorize us to print and fulfill the Book as approved.

This means:

• If you spot a typo only after delivery, we cannot refund or reprint at our cost. We may offer a discounted reprint, goodwill credit, or other accommodation at our discretion if you'd like a corrected copy.
• If you uploaded the wrong photo and approved it in preview, we cannot refund or reprint at our cost. We may offer a discounted reprint, goodwill credit, or other accommodation at our discretion.
• If you decide after approval that you'd prefer a different illustration style, dedication message, or character details, we cannot refund or reprint at our cost. We may offer a discounted reprint, goodwill credit, or other accommodation at our discretion.

This can feel strict, but each Book is custom-made based on your approved design. We generally cannot offer refunds, cancellations, or reprints for customer errors or preferences after final submission unless required by applicable law. Reviewing carefully at preview is the single most important moment in your order.

What we will do to help

• Our preview shows every page in detail before approval. Zoom in. Read the text aloud. Check spelling, dates, names.
• If you're uncertain about a photo or detail, save your draft and come back to it. There's no time pressure on the preview.
• If you discover a true production error after delivery — something materially different from the final version you approved for printing — that's covered under our defects policy above.

If You're Not Happy with How the AI Illustrations Look

Our Books are illustrated with AI-assisted tools that transform the photographs and story context you provide into artwork. AI-generated illustrations are created based on your Customer Content, but the final output may differ from your original photographs and may not be error-free. Before final submission, you are responsible for reviewing and approving all AI-generated images and related content.

If your delivered Book matches the final version you approved for printing but you later decide you are dissatisfied with the AI-generated content, illustration style, likeness, design choice, or overall look, we generally cannot refund or reprint at our cost. We may, at our discretion, offer a discounted reprint, goodwill credit, or other accommodation.

If your delivered Book materially differs from the final version approved for printing, or if there is an AI-generation quality issue attributable to Little Story Keepers™ or our fulfillment process that was not apparent in the approved preview, that may be covered under the quality-issue section above. Send us photos and a description of the issue so we can review it.

Small differences in brush texture, lighting, background detail, screen color, or print appearance are not defects unless they materially differ from the final version approved for printing or otherwise qualify as a covered quality issue.

For more information about how we use, retain, and delete Uploaded Photos, AI Illustrations, and completed book files, please see our Photo Licensing & Usage Policy and Privacy Policy.

If You're Not Happy and We Missed Nothing

Sometimes a book arrives exactly as approved, exactly as printed, and you're still not happy with it. Maybe the recipient did not react the way you'd hoped. Maybe a particular page feels different in person than on screen. Maybe the moment passed.

Because production has already occurred, we generally cannot reverse the order or provide a required refund or reprint unless the issue qualifies under this Policy, our Terms of Service, or applicable law. But we still want to know. Please email support@littlestorykeepers.com and tell us honestly what did not work. We will:

• Listen carefully. We learn from these the most.
• May offer a one-time goodwill credit toward a future book — not as a refund, but as a thank-you for telling us.
• Use what you tell us to make our preview, our questions, and our defaults better for the next family.

We do not want to win arguments with our customers. If something feels off, write to us and we will review it.

What Is Generally Not Refundable

• Books damaged after delivery, including damage caused by spills, water exposure, pets, or other post-delivery events.
• Approved customer errors or preferences, including typos, incorrect names, incorrect photo selections, low-quality uploaded images, layout choices, shipping-address errors, or dissatisfaction with approved AI-generated content.
• Original shipping fees or actual shipping costs for customer-error reprints, unless required by applicable law.
• Final-sale promotional items if labeled as such at checkout.

Nothing in this Policy limits any refund, reprint, cancellation, warranty, consumer-protection right, or other remedy that cannot be limited or waived under applicable law.

Refund Timing and Method

Approved refunds are issued to the original payment method used at checkout unless we agree to another lawful method. Most refunds appear within 5 to 10 business days after approval, though some banks and payment providers take longer. If you do not see your refund after 10 business days, email us with your order number and we can provide available refund confirmation information.

We do not offer store credit unless you specifically request it as an alternative to a refund or we offer it as a discretionary accommodation. In some cases, store credit or a goodwill credit may be available sooner than a payment-card refund.

How to Reach Us

Email is the fastest way to reach us. We aim to respond to every customer message within two business days, usually sooner.

When you write us, please include your order number if available. It helps us respond more quickly and may allow us to provide a substantive answer in our first reply rather than requesting more information.

A final note from our family

We started Little Story Keepers™ because we wanted our own kids — and yours — to see themselves as the heroes of stories that look and feel like home. Every refund or reprint we issue is a sign that we did not fully deliver on that. We take that seriously. If something is wrong, please tell us. We will review it and, where covered by this Policy, make it right.

Donny and Esther Trieu · Founders, Little Story Keepers™