Refund Policy
Last updated: April 2025
We offer a free 3-page preview before every purchase so you can see your child's book before committing. Please use it. Our refund policy below is designed to be fair to both parties given the nature of custom AI-generated and printed products.
🟢 Digital — not yet generated
Full RefundIf you purchased a digital book and it has not yet been generated (i.e., you ordered but the AI generation has not run yet), you may request a full refund within 24 hours of purchase. Contact us with your order number.
🔴 Digital — already generated
No RefundOnce a digital book has been generated by our AI system, we cannot offer a refund. The generation process incurs real compute and infrastructure costs. By accepting the generated preview and purchasing, you acknowledge this policy. This is stated at checkout.
🟢 Physical — not yet shipped
Full RefundIf your physical book (softcover or hardcover) has not yet been submitted to our print partner, you may cancel for a full refund. Please contact us as quickly as possible — once a print job is submitted, it cannot be cancelled.
🔵 Physical — shipped, arrived damaged
Free Reprint or Full RefundIf your book arrives with print defects, binding damage, or physical damage caused by shipping or production, we will issue a free replacement reprint at no charge, or a full refund if you prefer. Please send a photo of the damage with your order number.
🔵 Physical — shipped, lost in transit
Free Reprint or Full RefundIf your book is confirmed lost by the carrier (tracking shows no movement for 7+ business days after dispatch, or a carrier investigation confirms the package is lost), we will issue a free replacement reprint or a full refund. We initiate the carrier investigation on your behalf — you do not need to contact the carrier directly.
🟡 Physical — shipped, disliked
Store Credit OnlyIf your book was delivered in good condition but you are dissatisfied with the result (the story, the illustrations, or the appearance), we offer store credit equal to the purchase price, redeemable on a future order. We cannot offer cash refunds for delivered physical books that are not damaged or lost. Our free preview system is designed to let you evaluate the result before printing — we encourage you to use it.
How to request a refund
Email us at hello@storymint.com with your order number and a brief description of the issue. If you are reporting a damaged book, please include a photo. We respond to all refund requests within one business day.
Order numbers are included in your confirmation email and in your account order history.
Questions? Read our Terms of Service or contact us.