If it’s not right, we’ll make it right.

If we haven’t submitted your letter for writing yet, you get a full refund. Letters without a chosen date usually go to the pen within an hour of payment, so email us as soon as you can. Letters scheduled to arrive on a later date wait with us until a few days before they’re mailed: until then you can change the date or the address, or cancel for a full refund yourself, from the order link in your receipt (or My account → Orders).

If your card arrives damaged, or isn’t what you ordered (the wrong words, the wrong design, a mistake in the address you gave us that we introduced), we’ll reprint it or refund you, whichever you prefer. A photo helps us fix the cause.

• Letters already written and mailed to the address you entered, if the address itself was wrong.
• Mail delays: arrival dates are estimates, and USPS sometimes takes a little longer, especially around the holidays.
• Gift cards that have already been sent with a card.

AutoPilot cards: charged when they’re submitted for writing, a few days before they’re mailed, after your heads-up email, unless you skip. You get the heads-up email first and can skip any single letter, or pause or cancel the whole plan, from your account at any time. Skipped or canceled letters cost nothing. Once a letter is charged and submitted for writing, the same rules as above apply.

Unused credit can be refunded to the card that bought it within 30 days of purchase; just email us. A letter paid with credit that we can’t send is refunded as credit. Credit has no cash value otherwise.

Email hello@sohandled.com with your order number. Refunds go back to the card you paid with, usually within 5–10 business days depending on your bank.