Overview

When you purchase a book from a website that uses Lulu Direct, your order is printed specifically for you after your purchase is complete. This process is known as print-on-demand (POD).


Unlike traditional retailers that keep books in inventory, print-on-demand products are printed and manufactured only when an order is placed. This helps reduce waste, eliminates the need for warehouses, and allows authors and businesses to offer a wider selection of books.


This article explains who to contact if you need assistance with your order, how Lulu Direct orders are processed, and what to expect during production and shipping.


Need Help With Your Order?

If you have questions about:

  • Your order status
  • Shipping updates
  • Address changes
  • Cancellations
  • Refunds
  • Replacements
  • Product questions
  • Order issues such as damage or print defects

Please contact the merchant or website where you purchased your book. The merchant is your point of contact for all customer service inquiries.


Because Lulu Direct is a business-to-business fulfillment service, Lulu Support cannot modify or provide information about orders placed through a merchant's website.

Order Lookup

If the merchant has directed you to look up your order, you can use Lulu's Order Tool.

Enter the email address used to place your order along with your order number to view available order and tracking information.


Order Lookup Tool


About Lulu's Order Processing

Lulu operates as a printer for businesses and creators worldwide. Merchants can connect to Lulu Direct, and offer their products from their website. Orders are sent from their store to us for fulfillment.

When you place an order through a merchant's website, the following steps take place:

  1. Lulu prints your book at one of our global print facilities.
  2. Your order is packaged and shipped to the shipping address provided during checkout.
  3. Once the order ships, tracking information is generated and shared by the merchant.

Because every book is printed after it is ordered, there is a production period before shipping begins.


Production and Shipping



Lulu Direct orders have two separate stages:

  • Production – Your book is printed, bound, inspected, and prepared for shipment.
  • Shipping – Your package is transported to your delivery address.


Production timeline

When orders are submitted to Lulu, orders do not enter production immediately to allow for things such as payment processing and other preparation on the printer's part. Therefore, orders enter production the business day after submission, unless the order was submitted on a Friday or major holiday. Weekends and holidays are not considered business days and may affect production timelines.


Examples:


1. If an order is submitted on a Tuesday, the order will enter production on Wednesday of the same week.

2. If an order is submitted on a Friday, the order will enter production on the Monday of the following week.


Production generally takes 3–5 business days, although production times are estimates and may vary depending on:

  • Seasonal demand 
  • Product specifications
  • Print facility capacity
  • Large order quantities

After production is complete, your order ships using the shipping method selected during checkout. Delivery time depends on the shipping option chosen and the destination country.


Note: Production and delivery dates provided by Lulu are estimates and are not guaranteed.


Order Status and Tracking

Tracking information is created after your order ships, which is provided via shipping notification email.


If you have not received tracking information and your estimated shipping window has passed, please contact the merchant from whom you purchased the book.


Frequently Asked Questions

Why wasn't my book shipped immediately?

Production occurs before shipping and typically takes several business days, before shipping.


Can Lulu change my shipping address?

No. If you need to change your shipping address, please contact the merchant as soon as possible. Address changes are only possible before the order ships and cannot be guaranteed.


Can I cancel my order?

Cancellation requests must be made through the merchant. Once an order has entered production, it generally cannot be canceled.


What if my book arrives damaged or has a printing defect?

Please contact the merchant where you purchased your book. They will work with Lulu to review the issue. If the problem is due to a manufacturing defect and is reported within our 60 day replacement period, the book will be replaced.


I changed my mind. Can I return my book?

Lulu's policy is that print-on-demand products are generally not eligible for returns or refunds for buyer's remorse, incorrect selections, or other non-print-defect-related reasons. However, merchants selling through Lulu Direct may establish their own return and refund policies. If you purchased your book from a merchant, please contact them directly regarding any return or refund requests.

Additional Information

If you have questions about your purchase, the fastest way to receive assistance is to contact the merchant or website where you placed your order. They have access to your purchase information and can assist you directly or work with Lulu on your behalf if necessary.