Question 1

My photo upload fails or the file is rejected

Accepted Answer

We accept JPG, PNG, HEIC and WebP up to 15 MB. If an upload stalls, try a smaller file, switch from mobile data to Wi-Fi, or use a different browser. Still stuck? You don't need a photo at all — choose "Describe them instead" and pick their features, and we'll illustrate their hero from your description.

Question 2

I haven't approved my character yet — is my order still okay?

Accepted Answer

Yes. There's no deadline: your order waits for you and we never approve artwork on your behalf. We'll send a gentle reminder now and then, and you can approve or ask for a redo from your story page at any time. If a photo was uploaded, it's permanently deleted 30 days after upload — the illustration we already created is unaffected and your approval stays open.

Question 3

I didn't receive my confirmation, approval or shipping email

Accepted Answer

Check your spam and promotions folders first, and search for our sender address. If it isn't there, the address may have a typo — email support from the address you'd like us to use and we'll correct it and resend everything.

Question 4

My payment was declined, or I was charged but see no order

Accepted Answer

Declines come from your bank, not from us — try another card or contact your bank. If a charge appears but no order does, don't pay again: email support with the last four digits and the time of the payment and we'll either finish the order or refund the charge.

Question 5

I can't sign in, or my reset link doesn't work

Accepted Answer

Password reset and magic links are single-use and expire after a short window, so always open the most recent email. Request a fresh link from the sign-in page, and make sure you're using the same email you used at checkout. Google sign-in needs pop-ups allowed for our site.

Question 6

The site looks broken, or the wizard won't move to the next step

Accepted Answer

Reload the page first — your progress is saved as a draft. If it persists, update to the latest Chrome, Safari, Edge or Firefox, disable ad or script blockers for our site, and clear the cache. Required fields are marked, so check for anything highlighted on the current step.

Question 7

My unfinished story disappeared — where did it go?

Accepted Answer

Unfinished stories are saved to your account, not to a link. Sign in and open Stories: drafts appear in the same grid with an "Unfinished story" label and pick up exactly where you left off.

Question 8

My digital PDF won't open or looks low quality

Accepted Answer

Download the file to your device and open it in a proper PDF reader rather than a preview pane — some in-app browsers can't render large print-quality files. Every PDF is 300 DPI; if it truly looks soft or a page is missing, email support and we'll re-render and resend it.

Question 9

My book arrived damaged, or delivery is late

Accepted Answer

Send us a photo of the damage and your order number and we'll reprint and reship free. Printing and delivery normally take about 5–8 business days after approval; if tracking hasn't moved for several days, email support and we'll chase the printer.

Question 10

I want a copy of my data, or my child's photo deleted now

Accepted Answer

Photos are always deleted within 30 days automatically, and are never used to train AI models. To export or delete your data sooner, use the tools on your Account page, or email support and we'll handle it and confirm when it's done.

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