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Shipping and Refund Policy

Shipping

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Letters from the Countryside offers free shipping on all of our letters.  Standard delivery is a flat rate of $8.99 for all other products.

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Please note that shipping carriers are a third party service and we cannot guarantee delivery times for domestic shipments.  We ship Monday - Friday. During holidays, the fulfillment times may vary.​ Please note that once your order leaves our hands, we are not responsible for any unforeseen delays.

 

Please also note that it is the customer's responsibility to ensure the accuracy and safety of the shipping address provided. We are not responsible for incorrectly entered shipping information or packages left, stolen, or missing from an unreliable shipping address. The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to delivery issues. If postal fees need to be paid upon reception of a parcel that is returned to the sender, Letters from the Countryside will not accept these fees and, therefore, will refuse to get the package back.

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Processing Time

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Once an order is placed, it may take up to 1-3 business days to be fully processed. 

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Missing or Damaged Letter 

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Please note that letters can take up to 2 weeks to receive.  If you feel your letter is missing, and it has not reached you by the 15th day of our mailing schedule, please reach out to us, using the "Contact Us" tab, and we will happily replace your letter, free of charge. Please use the subject line: "PLEASE HELP! MISSING LETTER" 

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If your letter is damaged, please reach out to us within 48 hours of your receiving the letter, using the "Contact Us" tab, and we will gladly send you another letter, free of charge.  Please use the subject line: "PLEASE HELP! DAMAGED LETTER"

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Price Adjustments

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We're sorry, but we cannot make price adjustments. 

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Change of Address 

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To change your address, please reach out to us as soon as possibly by visiting the "Contact Us" tab and use the subject line: "PLEASE HELP CHANGE OF ADDRESS", and send us your new address and we will take care of the rest! 

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Please note: it is the responsibility of the customer to keep their address updated. As a courtesy, we will resend any letters that have been sent to an old address, to the new address up to one month back, (two letters).

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Wrong Address

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Please note that we are not responsible for an incorrect or undeliverable address provided to us. Please double check your shipping address carefully before placing an order. We do not accept refunds and a refund will not be available if the customer has written an incorrect address. ​

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If you happened to mistype the receiving address and we send letters to that address, you may reach out to us regarding the mistake. However, you must reach out within 30 days of the start of your subscription otherwise, we will not be able to help. As long as it is within the first 30 days, we will resend your letter(s) to the new address up to one month back, (two letters). Please use the "Contact Us" tab and use the subject line:  “PLEASE HELP MISTYPED ADDRESS". 

 

Please note: If it has been over 30 days, then we cannot send out new letters, as multiple letters would have already been sent out to that address. ​​​​​

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Returns

 

We do not accept refunds or returns on any of our products or letters. Shipping costs are non-refundable and all sales are final. 

 

You may cancel your monthly subscription, but please again note that there are no refunds. When paying monthly, you will still be charged for that month but your subscription will end the following month and your card will not be charged again.  

 

You also have the option to cancel your 6-month subscription, however, again please be aware that refunds are not available. If you choose the bi-monthly payment option, you will still be charged for the entire 6-month subscription, but your subscription will terminate once the 6 months are up, and your card will not incur any further charges.

 

For example: If you bought your bi-annual subscription in January and chose to cancel it in April, you won't receive a refund for the months of April, May, and June. Your subscription will remain active, and you will continue to receive your letters during those last months, completing the total of 12 letters in the 6-month subscription. However, your subscription will not be renewed for the subsequent 6 months (July to December).

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You may log into your account to cancel your monthly and bi-annual subscription at any time. You will receive an email stating that your account has been cancelled. You may also log in to see if your account is active or cancelled.​

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Yearly subscriptions cannot be canceled. At sign up, your card will be charged for the whole year and your subscription will continue through those 12 months. Please also note that annual subscriptions do not renew so you must manually subscribe to a new character's letter, if you wish to do so.

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Damages and issues caused in transit 

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If the delivered product was damaged, or the wrong item was sent to you, please contact us within the next 48 hours after the order’s arrival. You will need to provide us with the description of the damage and photographic evidence and send it to 

hello@lettersfromthecountryside.com​

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​​​​​​​​​​​Lost or Stolen Packages

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For lost or missing packages, we will provide you with the information of the carrier and tracking number associated with your order so that you may contact them directly to track your package. Please note that we are not responsible for lost packages sent to mail forwarding providers. 


Once your order is shipped and the tracking number is provided, we are not responsible for any lost or stolen parcel. Please note that the liability is between you and USPS. We do not make any exceptions to this policy. We are always happy to replace items that aren't marked as delivered but once the package has been scanned as delivered we are not responsible for lost or stolen packages. We do have a few recommendations to help track down your package. 

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  • Confirm that the shipping address you entered in is correct.

  • Visit your local USPS office with tracking handy to see where the mail carrier dropped off your package

  • Check with neighbors to see if your package got dropped off next door. 

  • Sometimes USPS updates tracking information as "delivered" a few hours or even days earlier than the actual delivery. Please wait at least 48 hours to see if the package turns up. 

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