Refund & Cancellation Policy
We want every LettersLetter experience to end as warmly as it began. Here's exactly how cancellations and refunds work
The Short Version
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You can cancel anytime. Future charges stop as soon as you cancel.
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Refund deadline: letters for each month are printed between the 10th and 15th, so refund or cancel requests must reach us before the 10th of that month.
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Already printed? That month can't be refunded or canceled — but the letter will still be mailed to your child as planned.
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Damaged, lost, or misprinted letters are always covered. We'll replace them free of charge, no matter the date.
How Our Monthly Cycle Works
Every letter is personalized, printed, and hand-packed before it can be mailed, and that happens on a set schedule each month:
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Before the 10th — your refund or cancel window is open.
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The 10th–15th — we print, prepare, and mail that month's letters.
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After packing — letters are mailed. Exact mailing days can shift slightly around weekends and holidays.
An example: your renewal payment goes through on February 19. You have until March 9 to request a refund or cancel for March. On March 10, we begin printing, and from that point, March's letter is officially on its way to your mailbox — it can no longer be refunded or canceled.
Refund eligibility is always based on the date we process your order, not the date it's mailed or delivered.
Just subscribed? Your first letter moves faster: subscribe by the 15th, and it's mailed on the 15th of that month; subscribe after the 15th, and it's mailed within 2–3 business days. You can cancel for a full refund at any time before your first letter is processed for printing.
Letters are mailed using traditional USPS stamps. USPS delivery times are 3 days - 2 weeks (US) or 4-6 weeks (International). If you have not received your letter within these time frames, we will send a replacement. Refund eligibility is always based on the date we process your order, not the date it's mailed or delivered.
How to Cancel
All LettersLetter plans renew automatically (except our non-renewing gift plans), and your card is charged at each renewal. You can cancel in whichever way is easier for you:
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From your account: log in and cancel anytime. You'll receive a confirmation email verifying that your account has been canceled.
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Reach out to us here, and we'll cancel for you and send your confirmation as soon as it's processed.
Canceling stops all future renewals — you won't be charged again. It doesn't undo the current month: if that month's payment has already been processed and the letter has already been printed, it will still arrive as your final letter.
You can check your subscription status anytime by logging into your account. If you ever see a charge after canceling, the cancellation didn't go through — please contact us, and we'll sort it out right away.
Refunds or Cancel on the Monthly Plan
Request a refund or cancel before the 10th of the month, while your letter hasn't yet entered production, and we'll refund or cancel that month in full. Once the monthly payment has been processed and printing has begun on the 10th, that month can no longer be refunded or canceled — and your letter will be mailed as planned.
Refunds on 6-Month and 12-Month Plans
These rules apply to every 6- or 12-month payment — your first purchase and each renewal alike. If you'd like a refund, contact us within 30 days of the charge. We'll refund every month whose letter hasn't been printed yet.
After those 30 days, refunds are no longer available on these plans. We can still turn off your next renewal so you won't be charged again — and every letter you've already paid for will continue to arrive monthly until your plan ends.
If a Renewal Payment Fails
If a renewal charge can't be processed after automatic retries, your subscription will be canceled and letters will stop. No letters are mailed for unpaid months — but you're always welcome to re-subscribe once your payment method is updated.
Damaged, Lost, or Misprinted Letters
These are always on us — the refund deadlines above don't apply here.
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Arrived damaged? Send us a photo within [14 days] of delivery to choose a free replacement for that letter.
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Never arrived? If your letter hasn't shown up within [21 days] of its mailing date ([30 days] for international deliveries), let us know, and we'll send a free replacement.
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Name or personalization printed wrong? If the mistake was ours, choose a free corrected reprint or a refund for that letter. If the details were mistyped at checkout, we'll still send a corrected reprint as a courtesy — though we aren't able to refund it.
Gift Subscriptions
Our non-renewing gift plans simply end after the final letter — there's nothing to cancel and no surprise charges. Where a refund is eligible under the rules above, it goes back to the purchaser's original payment method.
Moving? Address Changes & Mistakes
Please double-check your shipping address at checkout — we mail to the exact address you provide, and we can't take responsibility for an incorrect or undeliverable one.
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Need to update your address? Change it anytime in your account dashboard, or send us an email.
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Did the letter go to your old address? If it was mailed within the last 30 days, we'll happily resend it to your new address free of charge. Letters mailed more than 30 days ago can't be refunded or resent.
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Typo at checkout? If letters were already sent to the address entered, we can't issue a refund — but as a courtesy, we'll resend them to the corrected address.
How Refunds Are Issued
Approved refunds go back to your original payment method, typically within [5–10 business days]. To request one, contact us with your name and the email on your account, and we'll take care of the rest.
