Save 15% Today | Code: SUMMER14 | Limited Time Offer

Customer Service and FAQ

 

You have questions. We have answers.

Sometimes a little help goes a long way. Below you will find our knowledge base of
our most frequently asked questions. If all else fails, contact us and we'll help you right away.

question
question
Please check to make sure that the user name you are trying to enter is the correct email. You can always refer to the email we sent at signup to see which email address you used. If you still cannot login, you may need to reset your password.

To 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 still do not see your password reset email, try adding info [at] lovebookonline.com to your contacts list. By doing so, you will indicated to your email service that we are a safe sender. Then try filling out the forgot password form once more.

Finally, If you are still having trouble logging into our system please CONTACT US and we will assist you.
question
question
We charge a single flat price for books and do not charge for extra pages. Each book must have at least 20 pages. There is a physical limit on how many pages can be added to a book to bind properly (approximately 300 pages). The average book consists of roughly 50-75 pages.

question
question
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!

question
question
LoveBooks are approximately 8.5 inches tall by 5.5 inches wide. For more information on the details, check out our Pricing and Shipping page.
question
question
Yes! You can add multiple books in your cart if you choose to order more than one. If you want to order more than one of the same book, just update the quantity in the cart and click the update button.

question
question
In the check out, below the Overview box you will find a Promo Code box. Just enter your code and hit Redeem. A message will appear to let you know if you were successful.
question
question
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.

Alternatively, you can try using the Paypal credit card payment system. The steps below will instruct you on how to do this. You will NOT need a Paypal account to continue with this method of purchase.

Note: Be sure to have all pop-up blockers deactivated as Paypal will open in a pop-up window.

1. During checkout, select Paypal as your payment option and click Next.
2. Paypal will open up a pop-up window. Look for the text "Pay with Debit or Credit Card or Bill Me Later"
3. You can then enter your credit card info and hit submit. It will take you back to our site to finalize the payment.

If you are still having difficulties, please CONTACT US and we can look further into the transaction details.
question
question
Yes! We do ship to APO, FPO & DPO addresses. Please follow these guidelines to ensure that your APO/FPO delivery can be completed.

  1. UPSP is the only shipping method that will deliver to a military post office. Do not use UPS.
  2. Make sure to use the FIRST and LAST name of the individual that is stationed at the military installation.
  3. For address use the the Unit or Outfit number.
  4. You MUST select United States for the country
  5. For the state select AE (Middle East/Africa), AA(America), or AP(Pacific)
  6. For the city, use FPO, APO or DPO

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.
question
question
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.
question
question
Yes! We ship books worldwide. Please check out our SHIPPING CALCULATOR to see our shipping options and time frames.
question
question
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.
question
question
Yes! We do provide a rush service called "SUPER RUSH" - which is priced at $39.85 ($11 Rush Processing + $28.85 Premium 1-Day Shipping)

Please note: Super Rush Processing and Shipping is only available for shipments within the United States. It is not available for international shipments or APO/FPO orders.

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.
question
question
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.

question
question
All LoveBooks are shipped in discreet packaging to keep it a surprise. The outside packaging 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".
question
question
Yes! LoveBook can ship to correctional facilities/prisons. There are a few items to keep in mind when shipping to correctional facilities.

1. Yes, our online receipt will have both your shipping and billing info on it.

2. If you are sending to a prison, please keep in mind that it MUST be sent via our Economy shipping (United States Postal Service).

3. You MUST include the inmate number in the Name Field of the recipient.

4. You MUST select a soft cover book only. Hard covers are generally not permitted in correctional facilities.

question
question
Our Super Rush shipping is FedEx NEXT-DAY AIR delivery. If your estimated delivery date is tomorrow, you can anticipate your shipping notice (with tracking) to arrive one day prior to your estimated delivery date. For example if your estimated delivery date is 5-10-2013, you should receive your shipping notice one day before, on 5-9-13 after 9pm ET.

Shipping notice emails are generated after 9pm ET. This gives our shippers time to scan the tracking number into their system for tracking.

If you do not receive your shipping notice after 9pm-10pm ET the day before your estimated delivery date, please log into the site and check the Order History tab to see if the order has changed status. If the status has not changed, please CONTACT US and we will review your order.
question
question
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.

question
question
Once the book has been approved for printing and purchased, the book file is sent directly to the printer. Because of the automated nature of this process, we are unable to make changes or cancel orders once they have been submitted.

Please be sure to review your book prior to submission. At checkout, you will be required to appove printing. We do not proof or spell check orders.
question
question
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 2-3 business days for soft cover (Super Rush for soft cover is 24 hours) and 4-5 business days for hard cover books (Super Rush for hard cover is 3-4).

When you select a shipping method you will be given an Estimated Delivery Date. You should receive your order ON or BEFORE this date.

You can also log into the system and click on the My Books page to see the order status and tracking info once the order has been shipped.
question
question
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:

  • See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
  • Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
  • Check your mailbox. Smaller items or items in soft packages are likely to be delivered there.
  • Check for a parcel locker key. If your mailbox is in a cluster box unit (i.e., several mail boxes clustered together) or your package is addressed to a P.O. Box, check your box for a key to a parcel locker where the package may have been delivered.
  • Check for a mail hold. If the U.S. Postal Service is holding your mail, your package won't be delivered.
  • Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or P.O. Box or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
  • Contact the carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.) If you package was shipped via UPS, they may be able to hold the package at their local hub for you to pick up. You can call UPS and see if this is possible.

If none of these options help you locate your package then we will flag it as a Lost/Stolen shipment. Please CONTACT US to begin the process.
question
question
If you're order has passed its estimated delivery date, please make sure you log into the system and check the My Books page to see if your order has shipped and if you received a tracking number (If a shipping method selected featured tracking).

Each order has a production time associated with the printing. Approximately 3-4 business days for soft cover (Super Rush shipping is 24hrs) and 4-5 business days (Super Rush Hard cover is 3-4 days) for hard cover not including the shipping time.

Some international shipments may be delayed by customs security checks. Unfortunately, these customs checks are outside of our control and may delay the transport of the book so if you do not receive your order by the estimated date, please allow a few extra days for delivery.

If your order has not arrived by the estimated delivery date, please CONTACT US and we can look further into the order.
question
question
Once the book has been approved for printing and purchased, the book file is sent directly to the printer. Because of the automated nature of this process, we are unable to make changes or cancel orders once they have been submitted.

Please be sure to review your book prior to submission. At checkout, you will be required to appove printing. We do not proof or spell check orders.
question
question
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.

Shipping Delays: Our shipping partners do their best to insure you receive your package on time, however occasional delays do occur. LoveBook, LLC cannot be held responsible for delays caused by unforeseen or uncontrollable events such as: adverse weather conditions, mechanical problems and/or driver error.

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.
question
question
Due to our automated processes, we may or may not be able to be change the address after it has been submitted. If your order has shipped, we can no longer make changes to the address. If your address is incorrect, your package will be returned to us and you will be notified upon its return.

Please note: Our contracts with our shippers do not allow us to make changes to the address AFTER it has already left our facility.

Please CONTACT US and we can help determine the best course of action.
question
question
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.

You can also click on the Order History tab located in the My Books section of the site (found at the top right-hand corner of the website). Click on View Receipt to view and/or print your receipt.

Please remember 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 .
question
question
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.
question
question
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.
question
question
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 you have multiple tool bars at the top of your browser, try going full screen by pressing F11. This may temporarily help open the browser up so you can save.

question
question
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
question
question
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 CONTACT US and we will be happy to look further into the matter.
question
question
To experience the full capabilities of the LoveBook website, we recommend using a Flash enabled PC or Mac. Some features, such as Page Editing, are not yet available for tablet (iPad/Android) and mobile users.
Still can't find what you're looking for? Use our CONTACT FORM and we'll be happy to help you.
LoveBook | 101 S. Main St. Ste. 100 | Rochester MI, 48307

Click Here!

Forgot Password?
reset Password
send to friend
Add Testimonial

Need a reason to send a smile? Check out our Occasions Page for great LoveBook® gift ideas for all the special people in your life.

Tell a Friend! You both get 15% off!

Get a Reminder!

Occasion not coming for a while?

Click the link below and we'll send you a reminder email.


People agree: LoveBook® is a hit!!

Help

Contact Us
FAQ
Forgot Password?
Get a Reminder
Affiliate

About Us

As Seen On...
Testimonials
Privacy Policy
Legal Mumbojumbo

© 2013 LoveBook ® LLC

www2

Connect



See LoveBook<sup>®</sup> Reviews at Bizrate.com
Love Book, LLC BBB Business Review
McAfee SECURE sites help keep you safe from identity theft, credit card fraud, spyware, spam, viruses and online scams
Upcoming Occasions:
Grandparents Day -  07 September, 2014
Veterans Day -  11 November, 2014
Hanukkah -  17 December, 2014
Fall Anniversaries - September to November
Fall Weddings - September to November