Frequently Asked Questions
Hi there!
Oh no! Did something go wrong while you were trying to order one of our Hooray Heroes books? Or maybe you’re not sure about how to choose the best or most suitable book for your loved one?
Well, we've got you covered! For more information on how it all works, all you have to do is click through the categories below. We're sure you’ll find what you’re looking for.
What can we help you with?
BACK TO 7 Most Frequently Asked Questions
Payment and Delivery
Can you send a book to the recipient's home directly?
Of course! Near the end of the ordering process, two address boxes will become available:
Payment options
We accept payment via PayPal and credit card. Please rest assured that your payment information is safe, and entirely secure thanks to end-to-end encryption.
Payment error messages – processor declined
If you received the ‘Processor_declined’ error code on our website, that means that something went wrong during the payment process. The most common reasons for this are:
Where will my book be shipped from and what will be written on the parcel’s label?
Your book will be printed at one of three print houses (Nebraska, NE, Dallas, TX and Lindon, UT), and then shipped from there. The label will contain your shipping address as well as the print house's address, order number, tracking number and package identification number along with our company's name. The label will not reveal the contents or the price, and no invoice will be included in the package.
When will I receive my order?
This depends on the shipping method that was selected during the ordering process. The processing of your order, printing process and delivery are all calculated into the delivery time annotated on our website. The printing process takes 3-5 days to be completed, after which you will receive a tracking number via email.
Can I pick up my book personally?
It is not possible for orders to be collected personally. All orders are delivered by our carriers to the address that is entered during the ordering process.
Do you ship to correctional facilities?
We do ship to correctional facilities, however, some have strict rules regarding the acceptance of packages, so please make sure that all of the following conditions are met:
Do you ship to APOs and/or FPOs?
Unfortunately, we do not have the option to ship to APOs and FPOs at this time.
Do you ship worldwide?
How will my book be wrapped?
Before the book ships, we shrink-wrap it, pack it in a special cardboard envelope and seal it with a silicone paper strip to protect the book from harm. If you order a gift box with your book, we'll first put the book into the gift box and then pack everything in a bigger, sturdier, protective box.
I received a book from your company, who sent it?
While we are unable to tell you who sent the book due to security reasons, we are able to contact the sender in your stead, so feel free to reach out to us.
Answer not found?
Send us a message and the Hooray Heroes team will be happy to help.