Last updated: 21 September 2026
We want you to be happy with your book. This page explains what happens if something is wrong with your order, and where the limits are. It forms part of our Terms of Sale.
This policy covers books bought from jubixstudios.com. If you bought one of our books from Amazon, Amazon handles returns and refunds for that order under its own policy, so please contact Amazon directly.
Printed to order
Every Jubix Studios book is printed after you order it. We hold no stock, and your copy is made for you. A returned book cannot be resold or given to another customer.
For that reason we do not accept returns because you changed your mind, or because the book was not what you expected. Please read the description, the age range and the sample images on the product page before you order, and write to us if you have a question.
This does not affect your rights when a book arrives damaged or faulty. Those rights are set out below and we honour them in full.
If tracking shows the parcel could not be delivered because the address was wrong or incomplete, the book will need to be printed again. See section 7 of our Terms of Sale.
If your book is damaged, misprinted or wrong
We will replace it free of charge, or refund you, whichever you prefer. This covers:
- Damage in transit, including crushed corners, bent covers and water damage
- Printing faults, such as missing or duplicated pages, pages bound in the wrong order, smudged or badly aligned printing, or colours that are clearly wrong
- Binding faults, such as pages coming loose
- Receiving a different book from the one you ordered
How to tell us?
Email support@jubixstudios.com within 30 days of delivery with:
- Your order number
- A short description of what is wrong
- Photographs showing the problem, and a photograph of the outer packaging if the parcel was damaged
Photographs let us tell our printer what went wrong so that it does not happen to the next reader. They also mean you usually do not have to send anything back.
What happens next?
We reply within two business days. If we agree there is a fault, you choose a replacement or a refund. A replacement is printed and dispatched at no cost to you, and you keep or recycle the faulty copy unless we ask you to return it. If we do ask for it back, we pay the return postage.
If your parcel does not arrive?
Write to us if your parcel has not arrived within a week of the latest estimated delivery date. We will check the tracking with the carrier. If the parcel is lost, we will reprint and resend your order, or refund you in full if you prefer.
If tracking shows the parcel was delivered but you cannot find it, please check with everyone at the address and with your neighbours first, as carriers sometimes leave parcels in an unexpected place. If it still does not turn up, tell us and we will work it out with you.
Refunds
- Refunds are issued in United States dollars to the card or payment method you used. We cannot refund to a different card or account.
- We process refunds within two business days of agreeing one. Your bank usually takes a further 5-10 business days to show it.
- Where the fault is ours, we refund the delivery cost too.
- If your card was issued in another currency, the amount your bank returns may differ slightly from the amount you paid, because the exchange rate will have moved. That difference is set by your bank and is outside our control.
Cancelling before printing
If you ordered by mistake, email us immediately. If the book has not yet gone to print, we will cancel it and refund you in full. Printing starts very soon after an order is placed, so we cannot promise the window will still be open. See section 6 of our Terms of Sale.
What is not a fault?
The following are normal and are not grounds for a replacement:
- Small differences in colour between your screen and the printed page. Screens emit light and printing does not, so printed colours look slightly different, particularly in dark areas.
- Minor variation in how a cover is trimmed or where the printing sits on the page, within normal commercial printing tolerances.
- A faint smell of ink or paper on a newly printed book, which fades within a few days.
If you are not sure whether what you are seeing is a fault, send us a photograph and ask. We would rather look than have you keep a book you are unhappy with.
Contact
Jubix Studios Inc.
Edmonton, Alberta, Canada