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Shipping errors: Lulu should be applying the lowest available shipping rate, per their documentation, but this doesn't work in practice, it's not "set and forget", and the head-scratching caveats essentially mean you can't manage shipping effectively unless you're on the Shopify Advanced or Plus plans.
Phone number required by Lulu: There's no way to collect phone numbers for one product in Shopify, so if you're not *only* selling books then you'd be forced to collect phone numbers for every product, which is a total disaster for digital product sell-through. It's not Lulu's fault per se, because the global phone number setting is Shopify's decision, but I'm sure Lulu could find some way to collect phone numbers via their app instead.
So... I mean, technically it is an app that works, so yay. The caveats are critical though.
UPDATED: To the response: This is a good note to read because it's not clearly documented in the support docs that the phone number is the key to the automatic shipping assignation.
We understand how this requirement can be frustrating, especially for stores that sell both physical and digital products.
Carriers require a recipient phone number for all shipments so they can contact the customer directly if there are delivery issues or to help manage delivery. Because of this, it is important that the phone number belongs to the recipient, not the merchant. This information must be collected during checkout, and Shopify currently only allows phone number collection at the store level rather than per product. This limitation is part of the Shopify platform, not the Lulu Direct app.
As long as you collect the customer's phone number and the shipping address is valid, we will automatically assign a shipping method to each order and you won't need to manage shipping.
We appreciate you sharing this feedback, as it helps clarify these carrier and platform requirements for other merchants considering Lulu Direct.
I highly recommend the Lulu Direct app. The setup took just a few minutes, and now every order flows straight to Lulu for printing and fulfillment with zero manual work on my end. Print quality is consistently excellent, shipping is quick, and customers get tracking updates automatically.
I’ve tried other POD services, but Lulu Direct is the only one that delivers the same high quality every time and ships reliably worldwide. If you’re a small publisher looking for a dependable fulfillment partner, Lulu is hands-down the best choice.
Lulu is a disaster. Their service and support is atrocious. I am trying to create a Book for publishing, have printed samples with other providers to Shopify so I can assess all quality, service and delivery times etc.
The minute I requested help - You are sent on an AI loop, that keeps asking you to send the error message or to re-read their guides.
You eventually raise a ticket and the support person asks the same thing. Attach a copy of the error message. (even after you begged in the ticket for them to access your account and assist)
I am trying to build my store - and the amount of time I have wasted with Lulu is ridiculous.
We're sorry to hear about your experience and appreciate you sharing your feedback. We found your support ticket, and it sounds like the issue you experienced was related to publishing for global distribution, which is a different workflow from setting up to sell through Shopify with Lulu Direct.
If you're setting up your Shopify store with Lulu Direct, our team would be happy to help you get everything running smoothly.
i wish i could speak to a live person quicker an more direct
We’re sorry to hear you’ve had trouble getting in touch with us. We weren’t able to locate a recent support request associated with your account, but we definitely want to help. A member of our team is reaching out to you directly now so we can better understand what’s going on and get you the support you need.
You can also contact a live support representative anytime through the support link within the app or by visiting our help center. Our support team is available Monday-Friday from 8am-5pm EST. We look forward to connecting with you and getting the issue you are experiencing resolved.
Lulu has been incredibly helpful!! We thank them so much for their responsiveness with their support staff, ability to fix the issues, their patience and understanding were great. We received our first printed, full color books and they were outstanding quality! Thank you
They have fundamentally broken this App after the recent "update", by removing mapped shipping and not implementing an equal alternative.
Essentially useless as a hands off print on demand service, where you now have to baby every single order to make sure the shipping method is correct, otherwise it defaults to a more expensive method and you lose money on the sale.
Pre update this was a very useful service that ran perfect for many years.
We apologize for the inconvenience caused by the removal of shipment mapping. Unfortunately, this feature created issues with order fulfillment, which is why we had to retire it. Instead, orders are now automatically mapped to the lowest tracked shipping option. This simplifies setup, since you only need to manage a single rate.
We do recognize that removing a feature can be disappointing, but this change has improved the overall experience for most users.
That said, you can still display all of our available shipping options at checkout by using the Live Rates feature. Please note that this requires your Shopify account to support third-party carrier-calculated rates at checkout.
L'app funziona bene e non abbiamo avuto reclami sulla qualità di stampa dei libri. Per ora ha solo cambiato nome rispetto alla versione precedente. Rimane il problema che non memorizza, nelle impostazioni, la regione di provenienza del mittente e ha tempi di produzione e spedizione un po lenti per gli standart attuali. Non ci pare che siano disponibili 3.000 formati! Sarebbe utile fossero più complementari a quelli richiesti da Amazon, ci tocca produrre i libri in due formati alla volta.
I am having the hardest time getting my products properly linked / set up through Lulu Direct. All of the instructional videos are out of date, so all the information and instructions that they are giving doesn't apply to this new format, making it a huge pain to set up. If you update your entire structure, you need to update your videos too. Otherwise, you are just leaving people in the dark, which doesn't make for very happy customers / users of your platform.
I sincerely apologize for the difficulty you had with our app shortly after it was updated. We have fully updated our videos and knowledge base articles to reflect the most recent version of our app. If you have any questions or need any support, please contact us.
Lulu Direct is not feasible with their current setup, so I've switched to ordering in bulk and shipping out myself.
First, Lulu takes almost a week to mark orders as fulfilled with the tracking info, so I've had to inform every customer of this fact.
Second, if a customer does not enter their phone number, then Lulu Direct throws a fit and you have to add the phone number plus additional steps of updating the address and shipping info. If you require phone numbers for all orders, then maybe this won't be an issue.
Third, sometimes there's an extra payment flow in Lulu Direct which I don't understand. Orders have been delayed because this was not obvious.
I'm also switching back to shipping myself because I can bundle the books with other products and include promo material.
Thank you for taking the time to share your feedback. We understand your concerns and want to clarify a few points that may help.
Because Lulu Direct is print-on-demand, every book is made to order. While this does take a little longer than bulk ordering and shipping books yourself, it also means no wasted inventory and a more sustainable process. Many sellers find that adding a short note to their checkout helps set the right expectations with their customers.
For the phone number requirement, Shopify offers a simple setting to collect phone numbers at checkout automatically, which prevents the extra steps you mentioned.
With payments, all transactions happen in two parts: your customer pays you, then you pay Lulu Direct. This second step can be automated, and we offer step-by-step guidance to make sure orders flow smoothly.
Our support team is always here to help with setup questions like these. Please feel free to reach out to us anytime if you have questions or need assistance – we’ll be glad to help!
Lulu has been great to work with! We print and ship around 100+ books per month. Very few issues with that volume of orders and when there have been any issues Kristen with customer support has very quickly fixed the issue (even when the error was due to customer issues and not Lulu). Highly recommend!
