Frequently Asked Questions
Can I manage my own subscription?
YES, you have full control over your account. When you sign up, you'll create an online account with your email address and a password. To log into your account, click the log-in icon in the top right corner of our website. Here you can make changes to your mailing address, adjust how many stickers you order, update credit card info, cancel or pause your account, etc. (Please note: when you cancel your subscription, it will no longer show up under your account.)
Will my subscription auto-renew?
YES, all subscriptions, whether monthly, bi-annual, or annual, automatically renew at the end of their term. If you order a bi-annual or annual and do not want it to renew at the end of it's term, then you will need to go into your account and cancel it before it renews again. By doing so, you will still get all the monthly letters you paid for, only your subscription will not renew again. (Please see our refund policy below.)
Can I Get a Refund for my 6-month or Annual Subscription?
We do not offer refunds on any of our subscriptions. If you cancel your 6-month or annual subscription, you will still receive the monthly letters you paid for, only it won't renew at the end of its term. This is why we offer a free downloadable letter for you to read to your child as a trial run to gauge their interest. If you are still not sure, we suggest you order a monthly subscription to start out. Thank you for your understanding of this policy.
Can I pause or cancel my subscription?
Yes, you can! Simply log-in to your account where you can manage your subscription. Once inside your account, click on manage and follow from there. You have the option to skip for a specified number of months, or you can cancel.
Remember, if you cancel your 6-month or annual plan after it has already started, this only prevents the subscription from renewing at the end of its term, and you will not be billed again. But, you will still continue to receive the remaining letters you paid for, and you will not be refunded.
Example #1:
Mary purchases a 6-month subscription for her son in January. In March, she decides to cancel because she feels her son is not interested. She emails us to cancel and refund her subscription.
We kindly tell Mary that she purchased a non-refundable, 6-month, renewable subscription which she read about when she ordered, not to mention, she received a welcome email after subscribing that explains this policy, as well. We gladly cancel Mary's subscription for her, and she will no longer be billed, but she will continue to receive her remaining 4 letters, and she will not be refunded.
When will my letter mail each month?
All letters are mailed after the 15th of every month. If it falls on a weekend, then mailing will begin on the Monday following. If you subscribe before the 15th, your letter will not mail until after the 15th. If you subscribe after the 15th, for example the 29th, your letter will ship immediately, and the following month's letter will ship just after the 15th.
What happens if I don't receive my letter?
Our letters are sent all over the world via USPS. We cannot guarantee a delivery date and unfortunately, sometimes letters do get lost in transport. Please allow up to 14 days from your mailing date (US residents) to receive your letter (21 days for international). If it hasn't arrived by then, just drop us a note via our CONTACT FORM, and we'll be more than happy to send you another one.
When can I expect my credit card to be charged?
When you first subscribe, you are immediately charged for that month. Thereafter, your renewal will take place around (+/-) the 15th of each month.
What age group are the letters designed for?
The sweet spot for our letters is approximately ages 4-9. We've had some 4 year olds that weren't quite ready, and we've had some 9 year olds that felt they were too old. On the other hand, we've had some 3 year olds that do really well with them, and some 9 year olds and older that still enjoy them...SO, your child, your call! We recommend signing up for a month, then if you don't feel it's right for your child, you can cancel at anytime.
Should I order one for each child?
We recommend one subscription per family. We do offer extra stickers for siblings, so you can receive one letter to read as a family, then each child can have their own sticker.
Do you mail letters internationally?
Absolutely! We mail our letters all over the world! The only difference is a slightly higher postage price - $1.30 for an international stamp.