My Orders FAQ
Can I cancel or make changes to my order?
We allow a one hour cancellation period for each print-on-demand order (not Services or eBook purchases), but once an order has been sent to the printer we are unable to cancel it. Please also be aware that once an order has been placed, we will not be able to make any changes to the source files, shipping address or shipping method for the order. The best way to proceed if these changes are desired would be to cancel the order within the given time period and then place a new order.
To cancel an order:
- Log into your Lulu.com account.
- Click on your user name and select My Orders.
- If the cancellation period has not ended, you will see a Cancel Order link next to your order.
- Click Cancel Order.
Order Payment Failed
If you receive a Payment Failure email, we were unable to process your order. You will need to re-enter your details by following the link provided in the email. Please verify your billing details before you re-enter your payment information. Once you have entered the correct information click the 'Save and Continue' button to proceed with the order.
Most often, payment failures are due an improperly entered billing address. If your address includes an apartment or suite number, please use the Address 2 field to enter this information.
Note: If you do not re-enter your payment information, your order will not be processed.
Where is my order?
If your order has taken longer than our estimated shipping and printing times to arrive, please Contact Lulu Support > When will it arrive?.
Additional Shipping Information
Wrong or Missing Items
If you received the wrong item or an item you didn't order, please contact Lulu Support.
If items are missing from your order, check your packing slip. If you don’t find the item(s) on the packing slip, it is possible that part of your order was printed at a separate facility. Log into your Lulu account, go to your Order History, and click on the order number in question. Check to see which items have shipped and which haven’t. Items should be separated by shipment. If items do appear to be missing please contact Lulu Support > Incorrect Order.
Damaged or Defective Items
If you receive your item and it is damaged or defective, please take a photo and contact Lulu Support > Damaged Order for assistance. Don't forget to attach your photo(s).
I revised my book after placing an order. Will I receive the old version or the new version?
You will receive the version that was current at the time the order was placed. Any subsequent revisions will not be reflected in that order; to receive the new version, you must place a new order. If your order is still within the one-hour cancellation window, you can cancel it and place a new one (see above).