Help Center
Find answers about personalization, ordering, production, delivery, gifts and everything else you may need to know about your Start Story Helper book.
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Most Asked Questions
Can I change my delivery address after placing an order?
Yes. We can usually update your delivery address as long as your order has not yet been shipped.
Please contact us as soon as you notice the mistake and provide your order details together with the correct address.
Once the order has already been shipped, we may no longer be able to change the destination.
Where is my order?
Once your personalized book has been shipped, you will receive shipping information and, in almost all cases, a tracking number.
If your estimated delivery date has passed, please contact us the following day. We will check the shipment, contact the appropriate partners if necessary and provide you with an update.
How do I track my order?
Almost all Start Story Helper orders include tracking.
Once your book has been shipped, the available tracking information will be provided with your shipping confirmation.
In rare cases, a particular shipping service may provide limited or no tracking.
Can I edit my book after placing an order?
Please contact us as soon as you notice a mistake or would like to request a change.
There is no fixed editing window because every order moves into production at a different time.
If your book has not progressed too far through production, we will always do our best to help.
The sooner you contact us, the better the chance that a change can still be made.
How can I contact Customer Support?
We are always happy to help with questions about personalization, your order, production or delivery.
You can reach our team at:
Please include your order number whenever possible so we can help you more quickly.
About Our Books
What can I personalize?
Personalization varies from book to book.
Depending on the story, you may be able to personalize:
- the child's name
- the child's appearance
- a personal dedication
- the child's pet
- additional characters or family details
- other story-specific elements
Some books even allow us to create the child's character based on a photograph.
Please check the individual product page to see exactly which personalization options are available for the book you choose.
Can you personalize the child from a photograph?
For selected books, yes.
Some of our books offer advanced personalization where the child's character can be created based on a photograph.
This option is available only for specific books, so please check the personalization information on the individual product page.
What if I can't find a character that looks like my child?
Please contact us.
In some cases, we may be able to create or adjust a character specifically for your child.
Availability depends on the particular book and the type of customization requested, but we are always happy to see what we can do.
Can I request additional personalization?
Possibly.
Every book has its own personalization system, and the available options can be very different from one story to another.
If you need something that is not shown on the product page, contact us before ordering. In some cases, we may be able to accommodate a special request.
Are your books available in different languages?
Yes.
Our books are currently available in:
- English
- German
- Spanish
- Portuguese
Language availability may differ between individual books, so please check the product page before ordering.
Are your books suitable for different types of families?
Our goal is to create stories that celebrate children and the people who are important in their lives.
Personalization options vary between books, so we recommend reviewing the particular story and its available characters before ordering.
If you are looking for a specific family combination, please contact us and we will be happy to help you find the best option.
What ages are your books designed for?
Our collection includes books for different stages of childhood, from books for very young children to stories for older little readers.
Please check the recommended age range on the individual product page.
Are your books written in rhyme?
Many of our books are.
Rhythm and rhyme are an important part of how we create stories. We want children to enjoy listening to the words, discovering new vocabulary and hearing their favorite phrases again and again.
Some books use a different storytelling format, so please check the individual product description for details.
Can I preview my personalized book before ordering?
For most of our books, yes.
Many Start Story Helper books include a full personalized preview that you can see while customizing your story.
For certain books or personalization formats, a complete live preview may not be available.
The product page will show you which preview options are available for the book you choose.
Creating Your Book
How do I create my personalized book?
Choose the story you love and follow the personalization steps shown on the product page.
Depending on the book, you may be asked to choose or provide details such as your child's name, appearance, dedication, pet or other special information.
Carefully review your personalization before completing your purchase.
Then we will begin turning it into a book made especially for your little reader.
Can I use a nickname?
Of course.
You can use the name your child knows and loves, whether that is their full name or a nickname.
For the best appearance throughout the book, we generally recommend names of up to 10 characters.
My child's name is longer than 10 characters. What should I do?
Please contact us.
We know that every name is special, and if your child's name is longer than the recommended length, we will be happy to see whether we can create a suitable version for your book.
Why isn't the name I'm entering being accepted?
Some books may have limits based on the space available in the illustrations or text.
If your name is not being accepted, check the character limit and make sure there are no unnecessary spaces or unsupported special characters.
If you are still having trouble, contact us and we will help.
How do I add a dedication?
During personalization, you will have the opportunity to create a special dedication for the child receiving the book.
You can:
- use our default dedication
- edit our suggested message
- create your own personal message
The available character limit will be shown while you are creating your dedication.
Is there a dedication character limit?
The available length depends on the design of the dedication page.
Instead of using one universal limit for every book, the customization tool will show you how much text is available while you are writing your message.
You can also choose our default dedication or adapt it to make it your own.
Can I leave the dedication unchanged?
Absolutely.
Every book includes a carefully prepared default dedication, so you do not have to write your own message if you prefer not to.
Can I order books for several different children?
Yes.
Simply personalize each book individually and add it to your order.
Each child can have their own name, character, dedication and other available personalization.
My Order
I didn't receive an order confirmation. What should I do?
First, check your spam, junk or promotions folder and make sure you are checking the same email address used during checkout.
If you still cannot find your confirmation, contact us at hello@startstoryhelper.com and include as much information about your order as possible.
Can I change my personalization after ordering?
Contact us as quickly as possible.
If production has not progressed too far, we will do everything we can to make the change.
Because every book is produced specifically for its recipient, we cannot guarantee changes once production is already underway.
Can I cancel my order?
Because Start Story Helper books are personalized and made to order, cancellation is generally only possible before production has progressed too far.
Please contact us immediately if you need to cancel your order.
We will check its current production status and let you know what is still possible.
Can I add another item after placing my order?
Once an order has been completed, additional books will generally need to be placed as a new order.
Can I change my shipping method after ordering?
Shipping methods generally cannot be changed after the order has been placed.
If you have an urgent situation, please contact us and we will check whether any options are still available.
Can I return or exchange a personalized book?
We offer a 30-day return policy. If you change your mind, you can return your book within 30 days of receiving it for a refund.
If your book arrives damaged, contains a production error or does not match the personalization submitted with your order, please contact us.
We will review the situation and help make it right.
Production & Delivery
How long does it take to produce my book?
Production time depends on the format.
Softcover books: usually approximately 2-4 days
Hardcover books: usually approximately 2-6 days
These are typical production times rather than guaranteed deadlines.
During major holiday periods or unusually busy seasons, production may take longer.
How long does delivery take?
For many of our main destinations, including the United States, Canada, United Kingdom, Australia and New Zealand, delivery typically takes approximately:
3-7 days after production
Please remember that production time and shipping time are separate.
Seasonal demand, carrier delays, weather, customs or other circumstances outside our control can occasionally affect delivery estimates.
What countries do you ship to?
We currently ship Start Story Helper books to customers in more than 60 countries around the world.
Available shipping destinations will be shown during checkout.
Where are your books produced?
To help us serve families around the world more efficiently, our books can be produced through our production network in several regions, including:
- United States
- Canada
- Germany
- United Kingdom
- Australia
- New Zealand
The production location used for an individual order may depend on the destination and book format.
Do you offer express shipping?
Express options may be available depending on your destination and order.
If you need your book quickly, please contact us at hello@startstoryhelper.com before or immediately after ordering so we can check the available options.
Can you rush my order?
In some cases, yes.
Depending on the book, production location and current workload, we may be able to help accelerate production.
If you have an important birthday or other special date approaching, please contact us as early as possible.
We will check what options are available for your order.
Do you offer free shipping?
Our priority is to keep improving the quality of our books, stories, formats and delivery experience.
At this time, free shipping is generally not offered, and shipping costs are calculated separately based on the destination and available delivery method.
The applicable shipping cost will be shown before you complete your purchase.
Can I send the book directly to someone as a gift?
Absolutely.
Simply enter the recipient's address as the shipping address during checkout.
We can send your personalized book directly to the child, family member or friend receiving the gift.
Will the recipient see the price?
No.
We do not include a receipt showing the purchase price inside the package, which makes it easy to send a Start Story Helper book directly as a gift.
Tracking & Delivery Problems
My tracking hasn't updated. What should I do?
Tracking information can sometimes take time to update after a shipping label is created or while a parcel is moving between delivery facilities.
If your estimated delivery date has passed, please contact us the following day and we will investigate the shipment for you.
My order is late. What should I do?
If your estimated delivery date has passed and your book has not arrived, please contact us the next day.
We will check the available tracking information, investigate the shipment and provide you with an update.
Tracking says delivered, but I can't find my package.
First, please check around your property, mailbox, safe delivery locations and with other members of your household.
Where appropriate, you may also want to check with neighbors or your local delivery carrier.
If the package still cannot be found, contact us and we will help investigate.
Something Went Wrong
I made a mistake in my personalization. What should I do?
Contact us as soon as you notice the mistake.
If your book has not progressed too far through production, we will do everything we can to correct it.
Once the book has already been produced or shipped, changes may no longer be possible.
My delivery address is wrong.
Contact us as quickly as possible with your order number and the correct address.
We can normally update an address until the order has been shipped.
Once shipping has begun, changing the destination may no longer be possible.
My book arrived damaged.
We want every Start Story Helper book to arrive in beautiful condition.
Please contact us with:
- your order number
- a short description of the issue
- clear photographs showing the damage
We will review the situation and help find the appropriate solution, including a replacement or refund where applicable.
There's a printing or production problem with my book.
Please contact us with your order number and photographs clearly showing the issue.
We will review the problem and help resolve it.
The personalization in my book is incorrect.
If the book you received does not match the personalization you submitted with your order, please contact us with your order number and photographs of the affected pages.
We will compare the received book with your original order and help correct the issue.
I received the wrong book.
Please contact us with your order number and a photograph of the book you received.
We will investigate what happened and help resolve the issue.
Pricing & Promotions
How much do your books cost?
Prices depend on the story, format and personalization options selected.
The current price will always be displayed on the product page, and your complete order total will be shown before payment.
Do you offer promotions and discounts?
Yes.
From time to time, we offer special promotions, seasonal offers and discount codes.
Any applicable terms will be displayed together with the promotion.
Where do I enter my discount code?
Enter your discount code in the designated discount field during checkout before completing your payment.
Why isn't my discount code working?
Please check:
- that the code has been entered correctly
- its expiration date
- any minimum purchase requirements
- eligible products
- other conditions attached to the promotion
If your code should be valid but still does not work, please contact us.
Can I use more than one discount code?
No.
Only one discount code can be used per order.
I forgot to use my discount code. Can you apply it afterwards?
Possibly.
If your order has not yet been shipped, contact us with your order number and the discount code you intended to use.
If the code was valid for that purchase, we can review the order and apply the appropriate discount.
However, if the discount code was issued as a result of the purchase you just made, it is intended for a future order and cannot be applied retroactively to the purchase that generated it.
Gifts
Can I send a personalized book directly as a gift?
Yes.
Simply use the recipient's address as the shipping address during checkout.
No pricing receipt will be included inside the package.
Can I include a personal message?
Yes.
Your dedication page is the perfect place to include a personal message for the child receiving the book.
You can write your own dedication, edit our suggested message or use the default dedication provided with the story.
Do you offer gift wrapping?
At the moment, we do not offer a separate gift-wrapping service.
However, our books and packaging are designed to present beautifully as gifts, and no receipt showing the price is included inside the package.
How early should I order for a birthday or special occasion?
Outside major holiday periods, please calculate both the production and delivery times for your selected book.
Typical production:
Softcover: approximately 2-4 days
Hardcover: approximately 2-6 days
Typical delivery to many of our main destinations:
approximately 3-7 days
For Christmas, Easter and other major holidays, production and carrier networks can become significantly busier.
For an important holiday gift, we recommend ordering approximately one month in advance whenever possible. This gives your personalized book plenty of time to be created and delivered without unnecessary worry.
Can you create a completely custom book?
Yes.
We can create a fully custom book based on your individual idea, including custom story concepts, personalization and other unique requirements.
Because every custom project is different, pricing is determined individually.
If you have an idea for a completely custom book, please contact us at hello@startstoryhelper.com and tell us what you have in mind. We'll be happy to discuss the possibilities with you.
Can I order multiple identical copies of the same personalized book?
Yes.
You do not need to personalize the same book again.
Simply create your personalized book once and select the number of identical copies you would like to order.
Can I send my book to a different address?
Absolutely.
You can send your personalized book to any delivery address you choose. Simply enter the correct recipient address during checkout.
Please make sure the delivery country is entered correctly before payment, as shipping costs can vary between countries.
For example, shipping to the United States may have a different price from shipping to a European destination.
Will I have to pay VAT or additional import taxes when my book arrives?
We produce and ship books from several locations around the world, and applicable VAT is included as part of your purchase where required.
Our goal is to make the delivery process as straightforward as possible and avoid customers being charged the same VAT again when receiving their order.
The final applicable taxes and charges are calculated as part of the purchasing process based on the destination of your order.
About Start Story Helper
Who creates Start Story Helper books?
Start Story Helper began with our family and has grown into a creative team of around 20 people.
Our storytellers, rhyme creators, designers, personalization specialists and other members of the team work together to transform an idea into a story created especially for one little reader.
Behind every book is one shared purpose:
to help children see that they can be the heroes of their own stories.
Do you have an affiliate or creator program?
We are happy to hear from creators and potential partners interested in working with Start Story Helper.
Please contact us at hello@startstoryhelper.com and tell us a little about yourself, your audience and the type of collaboration you have in mind.
Our team will review your message and provide more information about available opportunities.
Still Need a Little Help?
Can't find the answer you're looking for?
Our team will be happy to help with your book, personalization, production or delivery.
Please include your order number whenever your question relates to an existing order so we can assist you as quickly as possible.