Hooray Heroes

Hi there, Thank you for your review. I am truly sorry to hear about this. Upon checking your tracking I noticed the package was sent back on November 13th due to an insufficient address. I've now sent you an email to try and resolve this for you as quickly as possible. I'll do everything in my power to get the book to you and your loved ones. I'll be on the lookout for your reply. Kind regards, Billie from Hooray Heroes

Hi there, Thank you for your review. I am truly sorry to hear that the book didn't reach you in time. Looking at our system, I can see it was shipped from our print house on the 19th and had more than enough time to reach you, but unfortunately the shippers were experiencing a backlog this holiday season and didn't manage to deliver by Christmas. I am truly sorry. As of now, I have already reached out to you via email with a solution and I hope it can help amend this situation as much as possible. According to the tracking, it appears your book arrived on the 26th and I sincerely hope Gigi enjoyed it despite a slight delay. Kind regards, Billie from Hooray Heroes

Hi John, Thank you for your review. I am terribly sorry to hear this. Looking at your order details I can see the package finished production and was waiting for pickup since the 16th. I don't know why FedEx only picked it up a week later, but will definitely get in contact with them to resolve this. By all means your book was supposed to arrive by Christmas: from our side, it was printed and shipped out on time!  I've now already responded to your email and did my best to offer solutions that could help improve this poor experience. If you need any further assistance or updates, please don’t hesitate to reach out. I'm committed to resolving this as quickly as possible and appreciate your patience. Again, our sincere apologies for the delay and the inconvenience. Kind regards, Billie from Hooray Heroes

Hi Sydney, Thank you for your feedback. I am genuinely sorry for this situation. We understand that the book needs to be absolutely perfect and it is not in our company's nature to send out damaged or defective products that do not fulfill your every wish. This is why I've already reached out to you via email and offered a solution. Please let me know if it works for you. I'll be on the lookout for your reply. Kind regards, Billie from Hooray Heroes

Hi Kim, Thank you for your feedback. I am so sorry to hear this. After reviewing our system, I can confirm that your book was shipped on the 19th via FedEx. Based on their standard delivery times, it should have arrived by Tuesday at the latest. Unfortunately, it appears there has been an unexpected delay during transit, which is outside of our control. We will be contacting FedEx directly to investigate what happened. By all means your book was supposed to arrive by Christmas: from our side, it was printed and shipped out on time! I understand how frustrating this must be and how important the gift is. We truly hate to disappoint our customers like this and we really wish there was more we could do. I can see, we've already issued a shipping refund and there is still a chance for the book to reach you today. I truly hope it does, so that little Cassius can have a very magical Christmas! We sincerely appreciate your patience and understanding. I hope you’ll consider giving us another opportunity to provide you with a better experience in the future. Kind regards, Billie from Hooray Heroes

Hi Haley, Thank you for reaching out. I’ve checked your order in our system, and I can confirm that it is scheduled for delivery on Tuesday, just in time for Christmas. Since the package is now with USPS, the most accurate tracking information will appear directly in their system. You can check your updated delivery status here by entering your tracking number: https://tools.usps.com/go/TrackConfirmAction_input I’m very sorry for the concern this caused, and I truly hope your mother loves her special book. Kind regards, Olivia from Hooray Heroes

Hi Dan, Thank you for your review and feedback. I am sorry to see the currently expected delivery is December 27th. Please note that the date displayed on the USPS website is not final and can change based on updates, especially on workdays. Your package was shipped on the 16th which gave it more than enough time to reach you and so far, it is still expected to arrive in time for Christmas. In case any delays occur, please don't hesitate to reach out to us via email ([email protected]) and we'll help you resolve the situation to the best of our ability! Kind regards, Billie from Hooray Heroes