How to request a replacement or refund
Steps to report a damaged book, printing defect, or non-delivery
This page explains how to request help. For the policy itself — what's refundable and under what conditions — see our Terms of Service.
When to contact us
Reach out within 30 days of delivery (or the expected delivery date) if your printed book:
- arrived damaged in transit (bent, torn, water damage)
- has a printing defect (smudges, missing pages, severe color issues)
- was never delivered (confirmed lost in transit)
Outside the 30-day window we may not be able to help.
What to send us
Open Support, pick "Orders & Shipping", and include:
- Your order number (in your confirmation email and on your Orders page)
- Clear photos of the damage or defect
- A short description of the problem
We respond within 1–2 business days and arrange a free replacement or refund.
App Store purchases
Credits or subscriptions bought inside the ToonyStory iOS app are processed by Apple. Apple handles those refunds — request them at Apple's refund page. We can't issue refunds for App Store transactions.
Before disputing with your bank
If you're considering a chargeback, please contact us first — most issues are faster to resolve directly, and chargebacks on non-refundable items may result in account suspension.