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Frequently Asked Questions

Sign Up

My username/password is not working.

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.

How many pages can I have in my book?

We charge a single flat price for all books, regardless of page count. Each book must have at least 20 pages, with a maximum of 100 pages. The average book has approximately 45 pages.

How long will my book stay in the system?

We know that some people finish a LoveBook in an hour and some take many months. Once you set up an account and begin creating your LoveBook® we will strive to preserve the data that makes up your book's content long enough to allow you to complete it to your satisfaction.

We do not promise to store the data indefinitely, however, and reserve the right to delete it if you have not logged into your account for over one year. We will also give you notice if at any time we make changes in our system that limit our ability to store your data.

If at any time and for any reason you want us to delete your data, please make that request via our Contact Form.

What are the dimensions of the LoveBooks?

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.

Purchasing Your Order

Can I order multiple books at the same time?

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.

Where does my coupon code go?

In the check out, near the bottom by the Subtotal and Grand Total you will see a teal Pencil where it says Gift Card/Promo Code. Click the pencil and enter your code. Be sure to click the Check Box to apply the code. You will see if the code has been submitted when the discount is applied in green.

My credit card will not work, but all my info is correct. What is wrong?

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.

Can I print my own LoveBook from screen shots of images I create on lovebookonline.com? Can I sell copies of any of my LoveBook content?

No to both. Our Terms of Service give LoveBook users specific rights to the content we help them create with our artwork and technology. Namely, the right to order high quality printed LoveBooks in which our global network of printers will faithfully reproduce your expressions of love for sharing with special people.

Shipping Your Order

If I order today when will I receive my book?

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.

Remember that our shipping calculator produces estimates, not promises. We take pride in getting LoveBooks out fast but do not warrant any arrival time.

Do you ship worldwide?

We ship books to most countries throughout the world. We also have printing partners in Canada, UK, Australia, Germany, and Prague. Packages destined to any of these countries will print and ship within these countries.

Please check out our SHIPPING CALCULATOR to see our shipping options and approximate time frames. On the shipping page, just enter your country and we will display the details.

Prices are currently in US dollars. You can do a conversion to your currency by going to Google by typing in "USD to [your currency]" - Example: "USD to Australian Dollar".

My shipment said it is being returned to you, what do I do?

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.

Do your packages require a signature?

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.

This is being sent as a gift. Do you send receipt info? What does the packaging look like?

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. Please note, for those who share bank accounts, we list your purchase on your credit card statement as "LoveBook, LLC".

Do you ship to correctional facilities?

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.

Do you ship to APO/FPO's?

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.

After Your Order Is Placed

There is an error with my book. What do I do?

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.

I just ordered, can I make changes?

We're sorry! 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.

Where is my tracking number?

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 and 4-5 business days for hard cover books. During December, our holiday turnaround times will increase by a day or two.

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.

My tracking number said my book was delivered but I can't find it.

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.

My Estimated Delivery Date has passed. Where is my shipment?

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 and 4-5 business days for hard cover not including the shipping time. During the holiday season (December) some of these processing days can increase by a few days.

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.

Can I cancel my order?

We're sorry! 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. Please note that we do not proof or spell check orders.

What is your refund policy?

Due to the customized nature of our product, we generally do not provide refunds for returned books unless your book arrived with printing errors, manufacturing defects or shipping related damage. If you provide evidence of these issues within 90 days of receiving your LoveBook, we will reprint and reship a new book to you at no extra cost. We are not otherwise responsible for user caused errors such as spelling mistakes or incorrect character selections.

Shipping Delays: Our shipping partners do their best to insure you receive your package on time, however occasional delays do occur. We cannot be held responsible for shipping delays caused by weather conditions, mechanical problems, shipper error or other unforeseen delays outside of our control.

Please check with local carriers if you do not locate an expected shipment. Unfortunately, we are unable to issue refunds for a claim of non delivery when tracking information confirms that a shipment was delivered to the destination specified in the submitted shipping address found on the purchase receipt.

If you wish to make a claim please CONTACT US within 90 days of receiving your LoveBook and we will review your request. LoveBook LLC may decline to process returns or exchanges requested over 90 days from your receipt of our products.

Can I change my address?

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.

Where is my receipt?

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 .

I'm shipping to an APO/FPO and it's past my Estimated Delivery Date. What now?

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.

I just received an "Advanced Shipping Notice" What is that?

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.

I selected Purolator shipping to Canada but my tracking number is not working.

Purolator shipping happens in two phases.

1. The package will leave our print facility and take about 3-4 days to reach the Canadian boarder.
2. The package will then be picked up by Purolator and scanned into their tracking system. Only then will the tracking number become active.

So, when you receive your shipping notice with the tracking number, please give the tracking info 3-4 days before Purolator scans it in.

Website Troubleshooting

I can't save my changes in the Page Editor.

This option is only available for Desktop books. This does not apply to mobile. 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.

My pages are not loading in the preview.

If you're 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

The website is acting funny (slow loading, broken links, etc). Is there a problem?

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.

Can I add photos to my book?

Our Book Builder system does not currently permit us to integrate photos into LoveBooks. However, we may offer selective photo integration in the future. Feel free to make requests for new features or additional services via our Contact form.

Upgrading To Color

How do I upgrade an old book to color?

All previously created books with less than 100 pages using our black and white stick characters can be upgraded to our new Color Lovemojis by clicking the My Account > My Books > Book Editing Tools > Upgrade to Color. For further information check out our Upgrade to Color Tutorial videos:

Upgrading to Color on Desktop

Upgrading to Color on Mobile

I've upgraded my book to color and my characters are positioned differently! What happened?

During the upgrade process, it is possible that some objects may have moved during the process. It is very important to check your upgraded book for any possible changes that may have been made to the positioning and expressions of your characters, especially if any pages were previously edited before the upgrade to color.

If you find any objects or characters out of place, you can fix any changes using the advanced editing tools available on a laptop or desktop computer. Please note: Advanced editing tools are NOT available on mobile.

Will I lose my Black & White book when I upgrade to color?

No! You will not lose your original book by upgrading to color. After clicking the Upgrade To Color button your book will be duplicated into our new color style while leaving a copy of the original black and white book.

Can I still order Black & White books?

All new books created will feature our updated LoveMoji characters. Any books previously created using our older system (stick figures) will still be available to edit and purchase!

Can I edit my book and pages on a mobile device?

Yes and no. Mobile devices will allow you the ability to add and remove pages, as well as edit any text in your book while using a mobile device.

However to use the advanced editing features, you will need to access your account using a laptop or desktop computer. For more information check out our Mobile Tutorial video.

How much do color books cost?

We currently offer 4 pricing options for LoveBooks. Please check our Pricing & Shipping Page for prices and shipping rates.

Still can't find what you're looking for? Use our CONTACT FORM and we'll be happy to help you.

LoveBook® | 321 East 2nd St. Penthouse Suite | Rochester MI, 48307