1. Personalized products
StoryStar books are custom-made from the names, photos, story choices, and dedication details you provide. Because each book is personalized for a specific family, personalized digital books, generated books, and printed books are final sale once generation or print fulfillment has started, except where required by law or as described below.
2. Digital books and subscriptions
Digital downloads, generated storybooks, and subscription fees are non-refundable after access, generation, or renewal has occurred. You can cancel a recurring subscription at any time from your account settings to stop future renewals.
3. Printed books
Printed books are produced on demand through our print partner after you approve or submit the order. We cannot accept returns or exchanges for buyer's remorse, duplicate orders, incorrect customer-provided information, or changes requested after print fulfillment has started.
4. Damaged, defective, or incorrect orders
If your printed book arrives damaged, has a manufacturing defect, or is materially different from the order you approved, contact us within 14 days of delivery. Include your order email, photos of the issue, and the shipping label or packaging if available. After we confirm the issue, we will provide a free replacement or corrected reprint. If a replacement is not possible or appropriate, we may instead provide store credit or a refund. StoryStar covers the replacement and replacement-shipping cost for an approved claim.
5. Shipping issues
Shipping estimates are not guaranteed. If tracking shows a package was lost in transit or delivered to the wrong location through no fault of the customer, contact us and we will work with our print partner to investigate and, when appropriate, arrange a replacement. We are not responsible for delays caused by customs, carrier disruptions, weather, incorrect addresses, refused delivery, or packages that are successfully delivered to the address supplied at checkout.
6. Cancellations
If you need to cancel a print order, contact us as soon as possible. We can only cancel or refund a print order before it enters production with our print partner. Once production starts, the order cannot usually be cancelled.
7. How to contact us
StoryStar is operated by Roar Positivity Inc. For our business contact address, see our Contact page. For return, replacement, or refund questions, email hello@storystar.io with your order email, order details, and a brief description of the issue. This policy does not limit any rights you may have under applicable law.