Before drafting begins
If you request cancellation before we begin preparing the first letter, we can usually issue a full refund.
Refund and Cancellation Policy
Simple launch rules for orders, gifts, and subscriptions.
Last updated: July 9, 2026
After drafting begins
If drafting has started but the letter has not mailed, we may offer one revision, a partial refund, or cancellation of future unprepared letters depending on the situation.
After mailing
Once a letter has been mailed, that letter is generally not refundable. If we made a clear fulfillment error, such as the wrong name or an address mistake caused by us, we will replace it or make it right.
USPS issues
For stamped, untracked mail, delivery timing is not guaranteed. If a letter appears lost, we may replace it once as a goodwill courtesy.
Monthly subscriptions
You can cancel future monthly renewals anytime by contacting support. To avoid the next charge, request cancellation before the next billing date.
$1 introductory offer
You may cancel before the next renewal at any time. Because each letter is personalized, the $1 introductory charge is refundable before production begins. Damaged, missing, or incorrect orders caused by us will be replaced or refunded.
First-Letter Delight Promise
If the first letter does not feel personal or age-appropriate, contact us within 14 days after delivery. We will rewrite and replace the first letter once at no additional charge. This promise applies to the first letter of a new paid membership and does not require canceling the membership.
Prepaid gifts
For 6-month and yearly prepaid plans, unprepared future guaranteed monthly letters may be cancellable or refundable. Letters already prepared or mailed are generally not refundable.
Wrong or incomplete address
The adult purchaser is responsible for accurate mailing details. If an order is returned or lost because the address was incorrect or incomplete, we may charge for replacement postage and materials.
How to request help
Email hello@penpalsmail.com with the purchaser email, order date, child first name or nickname, and what happened.