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Help With My Order

by Community Manager Community Manager on ‎01-18-2011 03:28 PM - edited on ‎10-12-2012 10:49 AM by Product Manager (24,991 Views)


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 won't 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 one.

If you need to cancel an order within this one-hour period you can do so from within your account under "My Account and Orders." If the cancellation period has not ended, you will see a "Cancel Order" link next to the order.

For more information, please see our Cancellation/Return Policy.


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.

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.

See: Shipping Times and Options and How long will it take my order to print?


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.


Damaged or Defective Items

If you receive your item and it is damaged or defective, please take a photo and contact Lulu Support for assistance.


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).