Effective 7/28/26

You can buy our books two ways: directly from this website, or through Amazon. Delivery and returns work differently depending on which you chose.

Ordered from this website? We pack and ship it ourselves, and we handle the return. Everything below applies.

Ordered on Amazon? Amazon handles delivery, tracking, returns and refunds for that order. Skip to the Amazon section.

Shipping

Orders from this website

Processing time. Orders are packed and dispatched within [1–3] business days. Orders placed at a weekend or on a public holiday are processed the next business day.

Delivery time. Once dispatched, standard delivery within the United States usually takes [3–7] business days. Expedited options are shown at checkout where available.

Shipping cost. Calculated at checkout based on your address and the weight of your order. You will see the exact cost before you pay — nothing is added afterwards.

Tracking. You will get a dispatch email with a tracking number as soon as your order leaves us.

Where we deliver. We currently ship within the United States. If you are outside the US, our books are available on Amazon in most countries — often faster and cheaper than we could post them.

Signed copies. Add [2–3] extra business days. They are signed by hand, not in advance.

If something goes wrong

Late parcel. If your tracking has not updated for several days, email us and we will chase the carrier. You do not need to wait a set period before contacting us.

Damaged in transit. Send us a photo and we will replace it. Do not worry about returning the damaged copy unless we ask.

Wrong address. Tell us immediately. If it has not shipped we can correct it. If it has, we will help you recover it, though we cannot guarantee it.

Lost parcel. If a tracked parcel is confirmed lost, we will replace it or refund you.

Bulk, school and library orders

Larger orders for schools, libraries, nonprofits and organizations are arranged directly with us and follow their own timeline, including purchase orders and invoicing. Tell us your delivery date when you enquire and we will confirm whether it is achievable.

Events

Books bought in person at an event or from the Embrace booth go home with you on the day. Nothing to ship.

Returns and refunds

Returns for orders from this website

The window. You have [30] days from delivery to return an item.

Condition. Books should be unused and in resaleable condition, with any packaging. We are reasonable about this — a book that has been opened and looked at is fine. A book that has been coloured in is not.

How to start a return. Email info@hopewings-media.com with your order number and what you would like to return. We will send return instructions and an address. Please do not send anything back before contacting us, or we may not be able to match it to your order.

Return shipping. If the return is because we made a mistake or the item arrived damaged, we cover the cost. If you have changed your mind, return shipping is yours to pay.

Refunds. Once your return arrives we inspect it and issue the refund within [5] business days, to your original payment method. Your bank may take a few days more to show it. We refund the original delivery charge only if the return was our error.

Exchanges. Easiest handled as a return plus a new order, so you are not waiting on stock. If you would rather we swap it directly, ask.

Damaged, faulty or wrong items

You do not need the returns process for these. Email us with your order number and a photo, and we will put it right — replacement or refund, whichever you prefer. Do not pay to send anything back unless we ask you to.

If a printing fault reaches you, we would like to know regardless, because that is something we take up with the printer.

Digital products

eBooks and downloadable files cannot be returned once downloaded. If a file will not open, download or print properly, tell us and we will fix it or refund you.

Signed and personalised copies

Signed copies can be returned like any other item. Copies personalised with a specific name cannot be resold, so they are non-returnable unless faulty.

Free printables

Everything on the Play & Learn page is free, so there is nothing to refund. If something will not download or print, tell us and we will fix it.

Orders from Amazon

When you buy through a “Buy on Amazon” link you complete your purchase on Amazon’s site. Amazon takes payment, packs the parcel, delivers it and handles any return.

• Delivery times, costs and options are set by Amazon and shown before you pay
• Track your order through “Your Orders” in your Amazon account
• eBooks are delivered instantly to your device
• Amazon ships to most countries
• To return an item, use Amazon’s returns process — their window and conditions apply
• Kindle purchases follow Amazon’s separate policy for digital content, which has a shorter window

We have no visibility of Amazon orders and cannot look one up or refund one for you — not because we would not like to help, but because we genuinely have no access to it. Amazon customer service can resolve it quickly.

If the book itself was faulty, we would still like to hear about it, even though Amazon handles the refund.

Contact

Order from this site: info@hopewings-media.com

Order from Amazon: start with Amazon customer service.

If a child has ended up with a damaged book, tell us. We will sort it out.