Customer Service & Contact
Need help? Please look through some of the information below to find answers to the most common questions. If you still need help, just fill out the contact form at the bottom of the list.
| Our password system has recently been upgraded. It is now CASE SENSITIVE. If you still cant login, please reset your password. If you click on the link it should take you to a page where you can reset your password. CLICK HERE TO RESET YOUR PASSWORD. You will then receive an email with a link to change your password. Note: If you do not receive the email, check your email address once more for accuracy and also check your junk/spam email to see if it is there. If you are still having trouble logging into our system please CONTACT US and we will assist you. |
| Each book allows you to have a minimum of 20 page and up to approximately 400 pages. There is no charge per page. The average book consists of roughly 35-55 pages. |
| When your book is created, it will not be deleted unless you delete. We save books in each account to allow people to work on them for as long as they like. Some people finish their books in an hour, some people take months. You get to choose! |
| Generally, your request will be fulfilled within 24 hours. Occasionally, it may be longer over a weekend or holiday. When your stamp is ready, you will be notified by email, using the email address provided at signup. Some requests will need clarification, if they are not specific enough. |
| The LoveBookOnline system is currently only setup to allow the purchase of one custom book at a time. If you do with to order multiple books, please CONTACT US and we can setup a multiple book shipping discount. You can order multiple versions of the same book by filling out the Quantity box at step 5 of checkout. |
| At step 5 of the purchase process there is a box that says "Referral Code". Just add your promo code to that box and click the Submit Referral Code button. |
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| The reason you may be getting declined is due to a security measure put in place by the credit card company. If the credit card company sees an internet purchase that is not typical for you, they will sometimes block the purchase. If this is your first time purchasing with us, your financial institution may have stopped the transaction. The way to resolve this is to call the number on your card and tell them that you are trying to make a purchase from us. |
| If your viewing the Preview and the pages are blank or not showing the updated changes, you can try clearing your browsers cache. Sometimes older images will get cached on your computer making it look like the pages have not updated or look like broken links. If you do not know how to clear your browser cache, just click on this link and follow these simple instructions. How To Clear The Browser Cache |
| The reason you may be getting this error is due to a corrupt Flash installation on your computer. Here are some steps you can take to fix this problem. Follow the steps below: Step 1 - Uninstall Flash via the Adobe uninstall tool - CLICK HERE to see the instructions, this tool is the only way to completely remove Macromedia Flash from your system. Choose the version that is appropriate for your operating system, download, and then run the program. Once the program has run it will have completely removed Flash from your computer. You can verify this by trying to visit any Flash-enabled website. Step 2 - Reinstall Flash - Once Flash has been completely uninstalled, reinstall Flash by CLICKING ON THIS LINK and visit the Adobe Flash website. Be sure to download the latest version (as of this writing it was version 10). This should resolve the problems. Alternatively, you may want to try logging in from a different computer, one that may have a clean version of flash installed and you will be able to purchase from there. If you have performed all the steps above and are still having issues, please feel free to CONTACT US and we will be happy to look further into the matter. |
Yes! We do ship to APO, FPO & DPO addresses. Please follow these guidelines to ensure that your APO/FPO delivery can be completed.
Also note that our shipping times only account for the time it takes to reach the FPO. It does not include the time it takes for the FPO to deliver it to whatever military base it is being shipped to. Once the package reaches the APO/FPO, it could take an additional 7-20 days for the APO/FPO to finalize the delivery. 2 weeks is typical. Any errors in filling out the form may result in lost or delayed shipments. Shipments that are not filled out properly may take up to 30 days to be returned from the APO, FPO or DPO address. |
| Please check out our SHIPPING CALCULATOR to see when you can expect your book to arrive. Just enter your country and then select the shipping method you prefer. |
| Yes! We ship books worldwide. Please check out our SHIPPING CALCULATOR to see our shipping options and time frames. |
| If your book has been shipped to non-valid address, refused or mis-addressed, it may be returned back to us. In the event of a returned book, we will contact you via email to find an alternate address or to make sure the original address is correct. We will then reship the book back to you at no extra cost. |
| The requirement for a signature is solely based on whether or not the delivery person believes that the package will be left in a safe place. If the delivery person cannot find a safe location to leave the package, they may leave a delivery attempt notice. At that point, you may need to contact the delivery service to arrange a new delivery or a pickup. |
| All LoveBooks are shipped in discreet packaging to keep it a surprise. The outside pacakging does not have the purchasers information, it is shipped with LB, LLC on the return address. We also do not include any pricing information with the order. Finally, for those who share bank accounts, we list your purchase on your credit card statement as "LB, LLC". |
| If you received your order and there is a printing error (Misprinted pages, cut off text, wrong book, damaged in shipping, missing pages, incorrect page order.) we will reprint and reship a new book to you at no extra cost. Please CONTACT US immediately and we will review your order. Please note: LoveBookOnline.com is not responsible for any user caused errors such as: spelling errors, wrongly selected covers, misplaced/incorrect artwork added by the user or incorrect gender selections. |
| After your order is placed, the file gets submitted directly to our printers for processing. Due to this automation, we are unable to make changes to books once they have been submitted so make sure it is exactly how you want it before you submit it. |
| If you have selected a method of shipping that includes tracking, your tracking number will be emailed to you AFTER your book has been printed and packaged for shipping. The processing time can take 2-4 days for soft cover and 4-6 business days for hard cover books. When you select a shipping method you will be given an Estimated Delivery Date. You should receive your order ON or BEFORE this date. |
If your tracking information says that the book was delivered, but you cannot locate it, we can file a lost/stolen claim. However, before we initiate the claim please make sure you do the following to see if you can locate your book:
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| The estimated delivery date is a conservative estimate for when you will receive your order. If your order has not arrived by the estimated delivery date, please CONTACT US and we'll look further into the order. Please note: Some international shipments may be delayed by customs security checks so if you do not receive your order by the estimated date, please allow a few extra days for delivery. |
| Due the our automated processes, once an order is placed it cannot be cancelled. If you're order has just been placed, we may or may not be able to make changes. Please CONTACT US and we will determine if your order has been sent to production. Once an order is in production we cannot make changes or cancellations. |
| Due to the custom nature of our product, we cannot accept returns. However, if you received your order and there is a printing error (Misprinted pages, cut off text, wrong book, damaged in shipping, missing pages, incorrect page order.) we will reprint and reship a new book to you at no extra cost. LoveBookOnline.com is not responsible for any user caused errors such as: spelling errors, wrongly selected covers, misplaced/incorrect artwork added by the user or incorrect gender selections. If you wish to make a claim for an exchange/return please CONTACT US and we will review your order to determine the error claim. |
| Due to our automated processes, your shipping address may be changed within 12 hours of your purchase. Once your order has been shipped we can no longer make changes to the address. If your address is incorrect, your delivery will be returned to us and you will be notified. If you receive instructions from UPS to provide more information about your shipping address please CONTACT US. |
| Once your order is placed, you should receive a receipt from sales [at] lovebookonline [dot] com. If you cannot locate your receipt, please check your spam/trash folder to see if it arrived there. Please remember also, that you will receive an "advanced shipping notice" email once your book is complete so be sure to add lovebookonline.com to your safe sender list. If you still cannot find your receipt please CONTACT US. |
| We're sorry. Due to the customized nature of our product, each book is printed and hand bound to provide the highest quality. Because of this, we do not have a "rush order" option. The estimated delivery date provided at the time of shipping selection are the only times we can rely on for when an order will arrive. Estimated delivery dates are conservative and represent the latest you should receive your order. Your order may come prior to the delivery date, we just cannot guarantee it. If you need to find out when your order will approximately arrive, you can visit our Shipping Calculator. Just select a country and shipping type to see the time difference between hard cover and soft cover books. |
| When shipping to an APO/FPO, the Estimated Delivery Date represents when the order will be received by the APO/FPO. It does not include the time it takes for the APO/FPO to deliver it to whatever military base it is being shipped to. Once the package reaches the APO/FPO, it could take an additional 7-20 days for the APO/FPO to finalize the delivery. 2 weeks is typical. |
| The "Advanced Shipping Notice is an email that we send when your order has been completed and put in the hands of our delivery services. The Advanced Shipping Notice will contain your tracking information if you selected a shipping method that features tracking. |
| If you are having trouble seeing the SAVE or Cancel button on the Page Editor your browser may be zoomed in. Hold CTRL and press 0 (zero). It will set your browser view to 100% and you should be able to see the buttons. |
| If your viewing the Preview and the pages are blank or not showing the updated changes, you can try clearing your browsers cache. Sometimes older images will get cached on your computer making it look like the pages have not updated or look like broken links. If you do not know how to clear your browser cache, just click on this link and follow these simple instructions. How To Clear The Browser Cache |
| Troubleshooting a website can be tricky. There are many factors that go into making sure everything runs smoothly. If you're experiencing problems with slow loading pages, broken links or other strange errors, please follow these steps below and it should clear up any problems you may be running into. • Make sure you are using a high-speed internet service. A slow connection will cause the pages to not show up in the browser. • Make sure you are using the latest version of Adobe Flash. You can get it here: Get Adobe Flash • Try closing and restarting your browser. Sometimes a fresh browser will clean up any lingering page errors. • Try clearing your browser cache. If you don't know how to do this, click this link: How to Clear Browser Cache • Try restarting your computer. If your computer has been on for a long time, a fresh reboot may clear system errors. • Try logging on from another computer. It will help narrow down the problem to see if the errors are just on your machine. If you have performed all the steps above and are still having issues, please feel free to CONTACT US and we will be happy to look further into the matter. |
