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Refund and Return Policy

Every refund our systems issue is for the full amount. There is no restocking fee and nothing withheld — a letter is either mailed or it is not.

Effective 6 September 2026.

When you get your money back, automatically

Three situations, and none of them requires you to ask:

  • Your letter is cancelled in time. A letter cancelled before we print it refunds the whole amount.
  • We suspend the account first. Any letter already paid for but not yet printed is cancelled and refunded.
  • A payment arrives after you cancelled. If your cancellation and your payment cross in flight, the letter stays cancelled and the money goes straight back.

If a letter is refused at the moment you send it — because of what it says — no payment is ever taken, so there is nothing to refund.

When we stop a letter after you have paid

A few letters are held for a person to read before they print. If we then decide against mailing one, it is never printed — and whether you are refunded depends on why we stopped it.

  • If the letter broke the rules in our terms, we do not refund it. The work of reading it and stopping it is work we did, and a refund here would make a free attempt out of a letter we told you we would not send.
  • Otherwise we refund it. If we stopped your letter for a reason you could not reasonably have known about, you get your money back.

A person decides this, not a rule, and we would rather explain it than have a machine get it wrong in either direction. If you think we got it wrong, write to us at [email protected].

The deadline for cancelling

A letter can be cancelled until we print it. Write to us at [email protected] and we will pull it. Your assistant cannot cancel a letter — once one is paid for it is in our system, and a person here takes it out again. If cancelling still works it works, and if it does not you will be told so rather than left guessing.

Once the run is closed, the letter is printed and goes to USPS. Mail that has been handed to the postal service cannot be recalled by anyone, including us.

After it is printed

A printed letter is not refundable. Once it is printed the letter is a physical thing on its way to someone, and there is nothing left to undo. Our systems will not issue a refund for a letter that has been printed.

That is the rule, not a brush-off. If something went genuinely wrong — we printed the wrong thing, or we did not mail a letter you paid for — write to [email protected] and a person will look at it and put it right. What we will not pretend is that there is an automatic process for it.

Returns

There is nothing to return to us. We do not sell goods that can be sent back — we perform a service, and it is complete once your letter is with USPS. No return window applies, because there is no returnable item.

Mail USPS cannot deliver

The return address on your envelope is your own — the one on your account, or the verified return address you chose. So if USPS cannot deliver a letter, it goes back to you, not to us.

That has three consequences worth stating plainly:

  • We do not know it happened. Undeliverable mail never comes to us, and USPS does not tell us about it. We do not monitor returns, and we will not notify you — the envelope arriving back at your address is the notification.
  • It is not refunded. The letter was printed, stamped and mailed, which is the service you bought. A letter coming back is not a failure to perform it.
  • Sending it again is a new letter. We cannot re-mail a piece we do not have. Correct the address and send again at the price then in force.

The address is yours to get right. We check every destination against the USPS address database before you pay, and we refuse one that does not exist — but a real address can still be one the recipient has moved away from, and no check can tell us that.

In the unlikely event a piece does reach us anyway, we will not open it, we are under no obligation to forward it, and we may securely destroy it.

Once it is with USPS

We are not the postal service and we do not insure the mail. A letter that arrives late, arrives damaged, is lost in the post, or is refused by the person you sent it to is not refunded — none of those is something we control or promise against, and we say so in our terms. An estimated delivery window is an estimate, not a commitment.

How a refund reaches you

Refunds go back to the card or payment method you used — we cannot send one anywhere else. We start the refund immediately. How long it then takes to appear is decided by your bank or card issuer, not by us, and it is usually several business days.

The current prices are $7.00 for a Standard letter and $19.00 for a Certified Mail letter, plus New York sales tax where it applies. A refund returns all of it, tax included.

If you dispute a charge

Please write to us first — [email protected] — because we can usually resolve it the same day, and a dispute takes weeks. If you do raise one with your bank, we will often simply refund the letter in full rather than contest it.

Questions

Anything about a specific letter goes to [email protected]; anything else about PaperAgent to [email protected]. If we change this policy we will change the effective date at the top of this page.