FAQ
Frequently Asked Questions
Last Updated: July 22, 2026
Company and Submissions
What is Polly Parker Press?
Polly Parker Press, LLC is an independent publishing, education and creative company. We publish books and offer selected merchandise, original artwork, commissioned pet portraits, and related products through our website.
Do you accept manuscripts, illustrations, or other creative submissions?
No. We are not currently accepting unsolicited manuscripts, queries, illustrations, art samples, product ideas, or other creative submissions.
Please do not send original materials. Any unsolicited material is subject to the “Unsolicited Submissions” provisions in our Terms of Use.
Ordering and Payment
What forms of payment do you accept?
The payment methods currently available will be displayed during checkout. These may include major credit cards and PayPal, depending on your location and the checkout options available at the time of purchase.
Is it safe to provide payment information through the website?
Our online store uses third-party payment processors to process transactions. Polly Parker Press does not directly receive or retain your complete payment-card number.
Payment information is collected and processed by the applicable payment processor according to its own privacy policy and security practices. Please review our Privacy Policy for additional information about how personal information is handled.
Although we and our service providers use reasonable safeguards, no method of transmitting information over the Internet can be guaranteed to be completely secure.
When will I be charged?
Unless otherwise indicated during checkout, your payment method will be charged when you place your order. This includes purchases of in-stock products, preorders, and commissioned artwork.
Will I receive an order confirmation?
Yes. After completing your purchase, you should receive an order-confirmation email at the address provided during checkout. You may also receive a separate email when your order ships.
Please review your confirmation promptly and contact us if any information is incorrect. Check your spam or junk folder if you do not see the confirmation.
Can I change or cancel an order?
Contact us as soon as possible at info@pollyparkerpress.com. We cannot guarantee that an order can be changed or cancelled after it has entered processing or has been shipped.
Commissioned or personalized orders may be cancelled only as permitted by the conditions stated on the applicable product page and in our Terms of Use.
Shipping and Delivery
Where do you ship?
Available shipping destinations depend on the product.
Some products, including certain plush toys, may be shipped only within the United States because of international shipping or product-import restrictions. If you are outside the United States and would like to place an order, please contact us before purchasing so that we can determine whether the product can be shipped to your country and calculate the applicable shipping cost.
We reserve the right to decline or cancel an order if we cannot lawfully or reasonably ship the product to the requested destination. If we cancel an order that has already been paid, we will issue the appropriate refund.
How are shipping charges calculated?
When online shipping is available, shipping charges generally are calculated using the contents of the order, package weight, shipping method, and destination. The applicable charge will be displayed during checkout or communicated to you before an individually arranged international order is completed.
How long will my order take to ship?
Processing and delivery times vary by product, destination, carrier, product availability, and whether the item is made to order. Any delivery date is an estimate unless we expressly state otherwise.
If we cannot ship within the time stated when you placed your order—or within the time otherwise required by law—we will notify you and provide the options required by applicable law, which may include accepting the delay or cancelling the affected order for a refund.
Are international customers responsible for customs charges?
Yes. Unless otherwise expressly stated, international customers are responsible for customs duties, import taxes, brokerage charges, VAT, and other fees imposed by the destination country.
These charges are not controlled by Polly Parker Press and ordinarily are not included in the product or shipping price. Customers are also responsible for determining whether a product may lawfully be imported into their destination country.
What if I provide an incorrect shipping address?
Customers are responsible for providing a complete and accurate delivery address. Please contact us immediately if you discover an error.
We cannot guarantee that an address can be changed after an order enters processing. Additional shipping charges resulting from an incorrect or incomplete address may be the customer’s responsibility, except where prohibited by law.
What happens if an order is delayed or lost?
Carrier delays sometimes occur after an order has been shipped. Contact us if your order has not arrived within a reasonable time after the estimated delivery date, and we will assist you in reviewing the available tracking information and determining the appropriate next step.
Returns, Refunds, and Damaged Orders
Do you accept returns?
Because we are a small independent company, we generally do not accept returns or exchanges for correctly fulfilled, undamaged merchandise unless the applicable product page states otherwise or a return is required by law.
This policy does not limit any non-waivable rights you may have under applicable consumer-protection law.
What should I do if my order arrives damaged, defective, or incorrect?
Please contact us at info@pollyparkerpress.com as soon as reasonably possible and preferably within seven days after delivery. Include:
Your name and order number;
A description of the problem;
Photographs of the product and packaging; and
Whether the package appeared damaged when delivered.
Please retain the product and its original packaging while we review the matter. Depending on the circumstances and product availability, we may provide a replacement, repair, refund, or another appropriate remedy.
Nothing in this section limits any rights or remedies required by applicable law.
Are shipping charges refundable?
Original and return shipping charges ordinarily are not refundable unless the product was damaged, defective, incorrectly supplied, the order was cancelled because it could not be shipped as required, or a refund of shipping charges is otherwise required by law.
What is the policy for commissioned pet portraits or personalized products?
Commissioned artwork and personalized products are created specifically for the customer and ordinarily cannot be returned or exchanged merely because the customer changes their mind.
The payment, cancellation, approval, production, and refund conditions stated on the applicable product page apply to the commission. If reference photographs are unsuitable for creating the commissioned portrait, we will follow the refund provisions stated in the product description.
Your purchase of physical artwork does not transfer the artist’s copyright or reproduction rights unless Polly Parker Press expressly agrees otherwise in writing. Please review the applicable product description and our Terms of Use before ordering.
Do international customers have additional return or cancellation rights?
Customers in some countries may have mandatory consumer rights that cannot be waived by our policies. We will honor those rights when they apply.
Certain statutory cancellation rights may not apply to commissioned artwork, personalized products, or other goods made to a customer’s specifications. Contact us before returning any international order so that we can provide appropriate instructions.
Preorders and Product Availability
How do preorders work?
A preorder reserves a product expected to become available in the future. Unless otherwise stated, payment is collected when the preorder is placed.
Anticipated publication, production, and shipping dates are estimates and may change. If a significant delay occurs, we will provide notice and any cancellation or refund options required by applicable law.
What happens if a product becomes unavailable?
Product availability is not guaranteed. If we cannot fulfill all or part of an order, we may cancel the unavailable portion and issue a refund to the original payment method.
Gift Orders and Certificates
Do you offer gift certificates?
Gift certificates may be available upon request. Please contact us for current availability and applicable conditions.
Can an order be sent as a gift?
If gift options are available, follow the instructions provided during checkout or contact us before ordering. Prices, packing slips, gift messages, and delivery options may vary by product.
Copyright and Trademarks
May I copy or use photographs, illustrations, writing, videos, or other material from the website?
No, unless the use is expressly authorized by law or you first receive written permission from Polly Parker Press.
The website and its contents—including artwork, photographs, illustrations, writing, characters, videos, graphics, logos, product designs, and other creative material—are protected by copyright, trademark, and other intellectual-property laws. Purchasing a product does not grant permission to reproduce, publish, distribute, sell, modify, or commercially use its content or design.
Please consult our Terms of Use or contact us to request permission.
Is Norbert protected as a trademark?
Yes. Norbert® is a registered trademark of Polly Parker Press, LLC. The Norbert name, likeness, artwork, branding, and related materials may not be used in a manner that suggests sponsorship, endorsement, affiliation, or authorization without our prior written permission.
Privacy
How does Polly Parker Press use my personal information?
Please review our Privacy Policy for information about the personal information we collect, why we collect it, how it is disclosed, the service providers involved, cookies and analytics, retention practices, and any privacy rights that may apply to you.
Contact Us
How can I contact Polly Parker Press?
For order questions, media inquiries, author or illustrator appearance inquiries, permissions requests, or other questions, please contact:
Polly Parker Press, LLC
P.O. Box 661443
Los Angeles, California 90066
United States
Email: info@pollyparkerpress.com
Contact page: www.pollyparkerpress.com/contact
We try to respond within two business days, although response times may vary.
Relationship to Our Legal Policies
This FAQ provides general information for customer convenience. It does not replace or modify our Terms of Use or Privacy Policy. If this FAQ conflicts with our Terms of Use, the Terms of Use will control, except where applicable law provides otherwise.