Our Guarantee

As the creators of The Max Letters and its original stories and art, we stand behind our work and want you to have an enjoyable experience with The Max Letters. 

If you are not happy with your story letter experience within 30 days (or your first subscription month), we will issue you a full refund for your letter subscription. This policy is extended to 45 days for international customers.

This guarantee applies to letter subscriptions, both physical and digital, and does not include items other than letters.

How the 30-Day Guarantee Works

Because each month’s letters must be printed, prepared, and packed in advance in order to be mailed on time, refunds must be requested before the next month of letters enters production.

Your guarantee end date depends on the mailing option you selected for your first set of letters at checkout:

• If you selected the earlier monthly mailing date (14th) for your first letter:
  Your subscription months are processed on the 1st of each month. Your 30-day guarantee ends once processing occurs on the 1st.
• If you selected the later monthly mailing date (28th) for your first letter:
  Your subscription months are processed on the 15th of each month. Your 30-day guarantee ends once processing occurs on the 15th.

Once your second month of letters has entered production on the 1st or the 15th, the 30-day guarantee period has ended.

Refund eligibility is based on the processing date, not on the mailing or delivery date. Mailing dates may vary due to weekends, holidays, or operational needs.

Address Responsibility

We are not responsible for an incorrect or undeliverable address provided to us. Please review your address carefully at checkout.

If an order is returned to us or is not delivered due to an incorrect or incomplete address, we’re happy to offer a Reship Service.

The reship fee covers either:

• resending the original returned package (if it is easily available), or

• sending a new replacement package, depending on what is fastest at the time.

We are unable to guarantee which method will be used, as returned mail is not tracked or stored separately.

For this reason, reship fees apply to address errors.

Mailing address changes must be emailed to hello@themaxletters.com so that we can make the update across our relevant platforms. Address changes must be submitted more than two weeks prior to a scheduled mailing date in order to apply to that mailing.

Missing Mail Reporting Policy

If your letter does not arrive, please contact us within 30 days after the latest estimated delivery date. 

Estimated delivery times:

• U.S. letter delivery window: up to 10 business days after mailing
• International letter delivery window: up to 6 weeks after mailing

Missing mail reported after this timeframe may not be eligible for complimentary replacement.

Returns and Refunds

We do not accept returns for any of our items. We do not accept refunds for items other than our letters. For products that include items in addition to letters, we will honor the refund of the letters in accordance with this policy, minus the cost of the added product.

For example, in the case of a gift bundle (letters + collection tin), the refund will exclude the cost of the collection tin.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We will replace items if they are received defective or damaged. To request an exchange for the same item, please email hello@themaxletters.com for instructions.

If you are shipping an item over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee receipt of returned items.