Shipping policy

All orders are processed within 1 business days after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Processing can include the printing and binding of your book. This can take 3 to 5 days. Printing will be completed at a facility located closest to your location, including the United States, Canada, France, Poland, Australia, and the United Kingdom.

 Incorrect delivery addresses, customs delays, natural disasters, and delivery restrictions may delay your order. Orders affected by such delays may take as long as 6 weeks to arrive. Hear Your Story Books takes no responsibility for delivery delays outside of our control and will take no action on these orders during that time.

• Untraceable Mail and Priority Mail services may require extra transit times and may take up to 28 days to complete delivery.
• Untraceable Mail and Priority Mail orders that do not arrive within 28 days may be eligible for a reorder at the discretion of Hear Your Story Support Staff. Please note that we will not offer more than one reorder for customers choosing to use untraceable shipping methods.
• Packages shipped via Mail will be delivered using the postal service of the destination country.
• Local Customs and Immigration agencies determine duties or taxes levied against packages arriving from outside the destination country. Click here for more information regarding VAT. These additional fees are the responsibility of the recipient. Hear Your Story cannot be held responsible for any costs incurred by the purchaser or recipient of orders due to shipment failure or late delivery.
• Packages shipped military APO / FPO and diplomatic DPO addresses must use US Postal Service shipping. Ground, Expedited, and Express shipping cannot be used. To ensure your order is sent via USPS, make sure the country chosen at the shipping step is the United States of America.
• Please note that we do support shipments addressed to Armed Forces Europe, Armed Forces Pacific, and Armed Forces America. Select the option that best fits your Armed Forces shipping destination.
• Please allow for additional transit times when shipping outside of the continental United States (Hawaii, Alaska, Puerto Rico, APO addresses, and other US territories). If transit times exceed 14-21 days, please contact Hear Your Story Support Staff who at their discretion may place a reorder

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. 

Special addresses

Due to factors beyond our control, Hear Your Story cannot ship orders to Russia or Ukraine.

Before ordering for delivery to a prison facility, please take a moment to learn of any specific delivery restrictions. For example, prisons typically do not allow coil-bound books and require delivery via mail. If an order is returned from a prison, Hear Your Story will not refund or reorder.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at contact@hearyourstory.com with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. 

In the event that your order arrives damaged in any way, please email us as soon as possible at contact@hearyourstory.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at contact@hearyourstory.com or at +1 916-209-0859.