Guarantee from Snowflake Stories, LLC
Order your personalized children's book with confidence!
We believe that ordering one of Snowflake Stories’ beautiful, heirloom-quality, hardcover personalized books for kids should be worry-free.
Therefore, we guarantee that your personalized book will arrive free of errors. Period.
Once in a blue moon, there is an issue with a personalized book – But we have a remedy!
Errors in Your Personalized Book
Please use the Contact Us form to tell us what about the errror. Our reply email will guide you through the process of getting a corrected book.
In the rare event that we have made an error in making your custom storybook, we will remake and ship your book at no cost to you.
If you made an error when customizing your book or when placing your order, we are happy to send a corrected book to you. Even if you discover your error after placing your order but before your book has shipped, we will remake your book and send the corrected book to replace the incorrect one. The only additional charges you will incur for the corrected book will be the cost of shipping it.
Replacement books ship to the address provided in the original order. However, if you prefer to have your book sent to a different address, please ask. We may be able to accommodate an address change within the United States’ 48 contiguous states.
Damaged or Defective Personalized Books
Please use the Contact Us form to describe the damage to or defective nature of your book. Our reply email will guide you through the process of obtaining a replacement book.
You may be asked to email photographs to demonstrate that your book arrived damaged or is defective.
If we determine that your custom storybook arrived damaged or is defective, we will replace it with a new copy of the book at no additional cost to you.
You may be asked to return the damaged or defective book to Snowflake Stories, LLC using a trackable shipping service. If so, you will be pay for the shipping costs associated with returning the item to us; however, the cost of shipping the item back to Snowflake Stories will be refunded to you.
Returns & Exchanges of Snowflake Stories Products
While we do offer replacement books as described above, please know that neither Snowflake Stories, LLC’s personalized books nor “Gift + Goodies” redeemable certificates are eligible for return or exchange; all sales of these Snowflake Stories, LLC products are final.
As regards copies of our non-personalized children’s book (Gabriela’s Dance Recital / El recital de danza de Gabriela), please contact the store from which the book was purchased to discuss returns, exchanges, and/or receipt of a damaged copy of the book. You will need to work directly with the store where the book was purchased and follow that store’s policies and guidelines.
If you have an issue with our Beautiful Ballerinas Ballet Dance Stickers for iMessage, please contact the App Store directly.
Snowflake Stories, LLC, has no jurisdiction over items not purchased directly from Snowflake Stories, LLC.
A Note on All Replacement Books
All replacement books become a new order and must be submitted to our printing partner’s general queue.
Just like a regular order for one of our personalized children’s books, a replacement book should arrive about two weeks after finalizing the details of your replacement book with us. However, turn-around times during the winter holiday season can take four weeks or more. Catastrophic weather, such as hurricanes and blizzards, or events requiring additional public and/or personal safety precautions, such as the Covid-19 pandemic, may also cause your replacement book to arrive outside of the normal two-week delivery window.
You will receive an email once your replacement book is ready to ship. All replacement books are sent via UPS ground shipping service.
A Note on Replies to Emails
Snowflake Stories, LLC is a small but growing family business. And we believe that providing superior customer service is key to growing our small business.
To that end, we strive to reply promptly to all emails received between the hours of 9:00 am and 5:00 pm EST, Monday – Friday. We do our best to reply to emails in the evenings and on weekends, too. But please know that if you contact us on the weekend or in the evening and we don’t reply immediately, it might be because we’re attending a family function or just sleeping.
By placing your order with Snowflake Stories, LLC, you agree to these terms and conditions.