Shipping & returns

At MyTaleo, we want your personalized book to arrive safely and on time. This policy explains everything you need to know about shipping and returns.

1. Processing time

Every MyTaleo book is custom-made just for you. After you place your order:

• You receive a high-quality digital preview of your personalized book.
• Once approved, your book enters production.
• Production typically takes 2–3 business days.

2. Shipping times

Your book is delivered within 5–6 business days after production is complete.

Delivery times are estimates and may vary due to customs, holidays, or carrier delays.

3. Shipping locations

We ship to over 30 countries worldwide. Shipping destinations and costs are displayed at checkout based on your location.

4. Shipping costs

Shipping costs are calculated at checkout based on:

• Your delivery address
• Shipping method selected
• Number of items ordered

Free shipping promotions may be available from time to time.

5. Order tracking

Once your order ships, you receive:

• A confirmation email with tracking information
• A link to track your package in real time

If you haven't received tracking information within 5 business days of placing your order, contact us.

6. Customs and import duties

For international orders:

• Your package may be subject to customs fees, import duties, or taxes.
• These charges are the responsibility of the customer.
• MyTaleo has no control over these charges and cannot predict their amount.
• Check with your local customs office for more information.

7. Delivery issues

7.1 Lost packages

If your package appears lost:

• Contact us within 30 days of the estimated delivery date.
• We will investigate with the carrier.
• If the package cannot be located, we will resend your order or provide a full refund.

7.2 Stolen packages

If tracking shows your package was delivered but you did not receive it:

• Check with neighbors and household members.
• Contact your local carrier.
• Contact us within 7 days of the delivery date.

We handle these situations on a case-by-case basis and will work with you to find a solution.

7.3 Incorrect address

Please ensure your shipping address is correct at checkout. We are not responsible for packages delivered to incorrect addresses provided by the customer.

If you notice an error after placing your order, contact us immediately. We can only update addresses before your order ships.

8. Returns

8.1 Personalized products

Because each MyTaleo book is custom-made with your child's name and photo, we cannot accept returns for:

• Change of mind
• Incorrect information provided by the customer (misspelled names, wrong photos)
• Ordering the wrong book

Please review your preview carefully before confirming your order.

8.2 When we accept returns

We gladly accept returns and offer replacements or refunds for:

• Damaged items: book arrived damaged during shipping
• Defective items: printing errors, missing pages, quality issues
• Wrong item: you received a different book than ordered
• Our mistakes: errors in personalization caused by us

9. How to request a return

To request a return or report an issue:

1. Reach out via our contact page within 30 days of delivery.
2. Include your order number.
3. Describe the issue.
4. Attach photos of the damaged or defective product.

Our team will respond within 24–48 hours with a solution.

10. Return shipping

• For damaged, defective, or incorrect items: we cover return shipping costs (if a return is required).
• In most cases, we send a replacement without requiring a return of the damaged item.

11. Exchanges

We do not offer direct exchanges. If you need a different product:

• Request a refund for the original order.
• Place a new order for the correct item.

12. Contact us

Have questions about shipping or returns? We're here to help.

Email: support@mytaleo.com

We respond to all inquiries within 24 hours.