Refund Policy
How refunds, replacements, and credits are handled
Last updated July 8, 2026
Our refund approach
Refunds are reviewed based on the type of purchase and the status of the order, letter, or membership. Because Kindness By Mail provides a reviewed letter service, refunds are generally not issued once an order, membership charge, or letter credit has been processed. If there is a mistake with your order or membership, please email hello@kindnessbymail.com within 14 days of the issue. Depending on the situation, we may offer a correction, replacement, store credit, or refund.
Memberships
You may cancel your membership at any time from your customer account portal.
Cancellations take effect at the end of your current billing period. You will not be charged for the following month.
Membership charges are generally non-refundable once processed. Refunds are not issued for partial billing periods.
Letter credits expire at the end of each billing period, do not roll over, and are not redeemable for cash.
If Kindness By Mail needs to cancel your membership or is unable to provide the membership service, we may issue a refund or credit depending on the situation.
Letter review and resubmission
Letters, replies, drawings, or other submitted mail may be held, declined, or returned for correction if they do not follow our safety, privacy, or program guidelines.
When possible, we will provide guidance so the family can correct the issue and resubmit the letter.
Letter credits apply to approved outgoing letters. If a letter needs changes before it can be forwarded, you may correct and resend it using the same credit.
Request a refund
Email hello@kindnessbymail.com from the email address on your account. Include your order number and a short description of the issue.
We’ll review your request and let you know whether a correction, replacement, credit, or refund is available. Approved refunds are usually returned to the original payment method.