FAQ

Can I change my delivery address?

If you need to send your order to a different address, please email us as hello@raya-house.com with the new delivery address including the postal code. If we received your email, we will reply within 12hrs or less to confirm the new address. Email Subject: Change of address - Order No Email Body: New address House no: Street: Town/city: State: Postal: If your order has already shipped, we're unfortunately not able to make any changes to the delivery address.
Where is my order?

For each of these milestones, an email will be sent to you: 1) Confirmation of your order (Confirmation of both payment and details of your order) 2) Ready for shipment (Done printing, waiting for courier to pick up your order) 3) Picked up by courier (On the way to your address) 4) Delivered If you have questions, feel free to email us as hello@raya-house.com and we will be happy to assist you within 12hrs or less!
How can I contact customer service?

You may fill up this form: https://www.raya-house.com/contact-us or you may email us directly at please email us as hello@raya-house.com and we will be happy to assist you!
Can I edit my order?

After paying for your order, we will allot 5 hours for you to change your mind on the details you want us to use in personalizing your book. If we received your email, we will reply within 12hrs or less to confirm the revisions. After 5 hours and no revisions were sent to hello@raya-house.com, we will immediately begin to make your order, printing it special just for you! Email Subject: Book revision - Order No Email Body: Revisions:
How long before I get my order?

Each of our books is made to order, which means it takes around 1-2 days for template characters and 2-3 days for custom characters before shipping. Shipping within the US takes around 5-8 business days.
Can you add more personalization options like make a character for my child?

Yes, we can definitely help you create a unique character for your child to make the book more unique and heartfelt. Just select "Custom character" under the "Skin tone & hair" options. We charge $199.00 for books with a unique character and the following details need to be sent to us. Free shipping within the US! Once you've placed your order, please send us an email at hello@raya-house.com with the ff details: Email Subject: Request for character - Order No Email body: 1) Child's name: 2) Attributes: You may either send a photo of your child or you may send us the ff details to help us create the character. You may just place N/A if you just prefer our default features in a particular attribute: Hair color: Hair length: Skin color: Face shape: Eyebrow shape: Eye color: Nose shape: Lip shape: Unique facial feature: (ex. mole on right side of the eye, freckles on the nose area, etc) Once an email has been sent to us, we will review and confirm the details with you within 12hrs. After we align on the attributes, you will receive your book in 7-11 business days.
My order arrived damaged

We are sorry to hear about this! Please take photos and videos so we can help investigate the situation. You may send the details to hello@raya-house.com Email Subject: Damaged book - Order No Email Body: Brief description of the damage Attach images and/or videos Thank you!
There are printing/quality issues

It’s quire rare that quality issues sneak through the high standards and quality checks, but on occasion when they get through, we are here to assist you. Please send us an email at hello@raya-house.com Email subject: Quality issue - Order No Email body: Overview of the quality issue Details such as images/videos to help us investigate the root cause