Please contact us first. Email help@promisepages.com with the purchase email and order details. We will review the order and the product status.
Duplicate or incorrect charges
If the same Promise Pages purchase was charged more than once, contact us with the purchase email and the charge details. Once the duplicate is confirmed, the duplicate charge will be refunded. Please do not email full card numbers or sensitive payment credentials.
Non-delivery
If your finished story or access email has not arrived, first check spam, promotions, and any other inbox connected to the purchase email. Our Support page also explains how to request a replacement access link.
If we cannot deliver the paid personalized book after a reasonable opportunity to investigate and correct the issue, you may request a refund for the undelivered product.
Technical defects
If the private reader, story pages, or an included print-ready download is missing, corrupted, unreadable, or materially different from the purchased configuration because of a technical error, send us a description and, if useful, a screenshot. We may first repair, regenerate, or replace the affected page or file. If we cannot provide a working product, you may request a refund.
Name, photo, or personalization errors
If we made an error that does not match the details submitted with the order, contact us and we will review it as a defect. If the submitted details were wrong, email us immediately. We will try to correct them before production reaches the point where they are fixed, but a correction may not be possible after that point.
Change of mind and personalized production
Because each storybook is created for a specific child, change-of-mind requests are generally not refundable after personalized production has begun. If you ask to cancel before production begins, we will review whether the order can still be stopped.
This does not limit any refund, cancellation, or consumer right that applies by law.
How to request help or a refund
- Email help@promisepages.com from the address used at checkout when possible.
- Include the purchaser name, purchase email, approximate purchase date, child’s first name, and a short description of the issue.
- For a charge issue, include the transaction or order reference shown on your receipt. Do not send full payment-card details.
Approved refunds are returned through the original payment method. The time for a credit to appear can depend on the payment provider or financial institution.
Contact
For questions about this policy, email help@promisepages.com or visit Contact Us.