Cancellation & Refund Policy

Cancel any time before your letters ship

You may cancel your order, or any single letter in it, for a full refund at any time before that delivery has been labeled for shipping. Signed-in customers can do this themselves from the order page in their account: each letter shows a cancel option, and the refund amount is shown before you confirm. Refunds go back to your original payment method and usually appear within 5 to 10 business days.

If you cancel part of an order, we recalculate the whole order, including shipping, and refund the difference. You will never pay more because you cancelled a letter.

Changing your shipping speed

Before a delivery is labeled, you can also change its shipping speed from your order page. Choosing a slower speed refunds the difference automatically; choosing a faster one collects the difference by card. Arrival estimates are shown with every option.

After your letters are labeled

Once a delivery has been labeled for shipping, it can no longer be changed online. Contact us through the message center in your account (or the “Need help?” link on any page) and a real person at the workshop will do everything we can to make it right.

Our satisfaction guarantee

Every letter is personalized, printed, signed, and sealed for one child, so there is nothing to send back. If anything about your order is less than magical when it arrives, tell us and we will make it right, including a full refund if we cannot. That has been the promise for 19 years.