Lulu strives to deliver high-quality, print-on-demand products with a very low overall defect rate. While rare, mistakes may happen. When you report that your book arrived in less-than-perfect condition, we request that you provide digital images of any shipping damage or print defects.

TABLE OF CONTENTS

Why Must I Submit a Digital Image?

Every print-on-demand order creates a unique product. While we have access to your order information and the uploaded files used to manufacture your books, we do not have access to the physical copies you received. Therefore, we need visual documentation in the form of digital images to effectively investigate problems and determine what went wrong.

How Do I Submit Digital Images?

You may submit your images along with your support request. 

 

To submit a support request:

  1. Go to our online Customer Support form.
  2. Complete the form by providing your email address, name, and preferred language.
  3. In the I Need Help With field, select The Printed Product(s) I received. 
  4. In the Contact Reason field, select an option that matches your issue. 
  5. Enter the order number. 
  6. Write a description of the problem.  

  7. Upload images that clearly show the issue you are reporting. 

  8. Click Submit. 

Digital Image Guidelines

Clear photos depicting the reported problem are necessary for a speedy resolution of your support case. To provide the best digital images, follow these guidelines:

  • Please use your smartphone or digital camera to capture the images instead of a scanner. The light and patterns in a scanned image can obstruct or distort the content being scanned.
  • Ensure the book or shipping package is well-lit when taking photos.
  • The image must be clear and large enough to show the problem. It is a good idea to review an image before uploading it. If you cannot clearly see the problem in the image, we probably can't either.
  • If more than one item is affected, please provide a group shot of the items showing the defect. 
  • If you received an item you did not order, please provide a photo of the book(s) received, as well as an image of the packing slip included with the order.
  • If you have other copies of a previously printed project showing different print results, take comparison photos with side-by-side copies of the projects. Please specify from which order each copy in the photo(s) originated. Remember, though, that we compare your printed books with the original PDF used to print them rather than with one another.
  • If you need to show a book’s cover and interior in the same image, partially open the cover to reveal the interior content, as shown in the example at the bottom of this article. You can also use a mirror to show the cover and interior at the same time.

What if I Have a Large Order?

Group photos are necessary to authorize the replacement of large numbers of books. Our printers require an image of most or all of a large order that was affected by damage or defects. We can’t replace an order of 50 books with a photo of just a few copies. If you’re having trouble figuring out how to photograph your books, take a look at some of these examples.


Photographing Larger Orders

It’s OK to stack books as long as the important area you are trying to show is visible. If you send an image with only one book and you have 15 defective books, we can only replace one book because we see the yellow ink spot on only one book. With this image, we can replace all 15 books because we can see the ink blotches on the covers of all of them. If you have more than 25 or 30 defective books in your order, you may submit a video which demonstrates the defect in at least half the books.


A grid of 15 defective "Asheville" books, each showing a visible yellow ink streak on the cover.


If a defect is present in a small area of a page, you can stack multiple books to show the error across books:

A row of open books layered horizontally to show the same defective color test section on every copy simultaneously.


Shipping Damage

Stack and show all books with damaged corners or edges

Several books stacked together with their dented corners and damaged edges clearly visible.


White Edges on My Pages

A stack of open children's books showing unprinted white edges along the outer margins of the green pages.


Incorrect Cover or Interior

For multiple books, place a weight on each cover to keep it open while you shoot the photo.

A "Safari Animals" children's book cover peeled back to reveal an incorrect interior page containing a technical vehicle repair manual.


Binding Upside Down

An upright book cover titled "Well Watered" turned back to reveal an inverted, upside-down interior page.


Missing Pages

Include a page spread where the page numbers are not consecutive

An open book showing non-consecutive page numbers 26 and 31 across a single spread, indicating missing pages.


Failed Binding 

If pages are coming out of your book, you can photograph them inside of the book

Five copies of "Mothers in Art" arranged in a row, each with loose, unattached interior pages extending out from under their orange covers due to failed binding.


Spine Problems

A close-up view of a thin book spine held in hand, showing spine text printed at decreasing font sizes from 18 pt down to 8 pt.


Trim or Measurement Problem in a Multiple-Item Order

A stack of identical books titled "TEST BOOK" with a wooden ruler placed flat across the top cover to measure the trim size.


Banding

Vertical stripes of lighter ink through photos

An open book spread featuring full-page photography on the left with prominent vertical white banding streaks cutting through the printed image.


Color Variance

We will compare your images to your PDF to see which one matches more closely. A screenshot of your PDF is helpful as well.

Four copies of "TEST BOOK" laid out in a grid, showing color tone and contrast variations across the printed cover photos.


Stained Pages

An open book spread with dark ink smudges and stains scattered across the text on both pages.


Inking Defect 

Turning your book sideways will help demonstrate bands of lighter ink.

A book page rotated sideways, displaying faint vertical bands of faded text caused by an inking defect.