Refund policy

Last updated: October 23, 2026

Every letter package is personalized and made to order, so our refund policy works a little differently from a typical store. Here's how it works.

Changes and cancellations

Before printing: You can change any detail (spelling, address, story, version) or cancel for a full refund until your letter is printed. Contact us as soon as possible; we usually print within a few days of your order, and postmark letters are printed in batches before being sent to the North Pole postmark program.
After printing: Because each letter is personalized, we can't refund or cancel it once it has been printed. If we can still stop it before mailing, we'll reprint it with your correction for free.

Our mistakes

If we make a mistake, such as a misspelled name that you entered correctly, the wrong story, or a missing Nice List or route map, tell us within 30 days of delivery and we'll send a corrected replacement free of charge. If it's too late for the replacement to arrive before Christmas, you can choose a full refund instead.

Typos in your order

The order form shows your child's name, town and friend exactly as we'll print them, so please check spelling carefully before checking out. If you spot a mistake you made after the letter has been mailed, we can send a corrected letter at a reduced reprint price; contact us for details.

Delivery before Christmas

Orders placed by December 1 are sent through the U.S. Postal Service's North Pole postmark program. Orders placed from December 2 through December 12 are mailed directly from us. If an order placed by the deadline for its delivery option hasn't arrived by December 24, contact us. We'll check what happened and, at your choice, resend it or refund the letter package. Because the Postal Service handles delivery, we can't control mail delays, but we'll always work with you to make it right.

Orders placed after December 12

We'll still make and mail letters ordered after December 12, but they may arrive after Christmas. These orders aren't eligible for a refund because of late arrival.

Birthday Cards and New Year Postcards

These can be changed or cancelled for a full refund until they are printed. Birthday Cards are printed about three weeks before the birthday; New Year Postcards are printed in late December.