Customer care
Order help, reprints & refunds
Last updated September 2026
The short version
Every printed VELLUM book is made specifically for its recipient. We stand behind printing and fulfillment defects, and we will work quickly to replace or refund an eligible order.
Address changes and cancellations
Review the shipping address carefully before paying. Contact us immediately if it needs to change. We can only attempt an address change or cancellation before the printer begins production—usually during the first 60 minutes after purchase. Changes are not guaranteed.
Once production starts, personalized orders cannot normally be canceled or redirected.
Eligible reprints or refunds
Contact us within 14 days after delivery if a book arrives damaged, materially misprinted, incorrectly manufactured, or different from the files submitted to the printer. Please include the order number and clear photographs of the book and packaging.
If a carrier confirms that a shipment is lost, or tracking has not moved for an unreasonable period after the estimated window, contact us so we can investigate. For an eligible claim, VELLUM may provide a replacement or refund to the original payment method, as appropriate.
What is not normally refundable
Because every book is personalized and printed on demand, we cannot normally refund buyer’s remorse, customer-entered spelling or content errors, low-resolution customer images, or an address entered incorrectly after production has begun.
Estimated production and delivery dates are not guarantees. Carrier, weather, customs, and seasonal delays do not by themselves qualify an order for a refund.
Need help with an order?
Include the eight-character order number shown on your Orders page.
jtuna666@gmail.com