Shipping, Returns, & Refunds
At White Horse Letter Co., we want every subscriber to feel confident about their purchase and excited about the stories arriving in their mailbox. This page explains how our subscriptions work, when mailings are sent, and what happens if you need to make changes to your order.
How Our Story Subscriptions Work
White Horse Letter Co. delivers serialized stories through physical mail. Each story unfolds over a series of letters and carefully crafted inserts delivered throughout the year. Subscriptions may be purchased as either:
- A recurring monthly subscription
- Prepaid in full
Details for each story and subscription option are listed on the individual product pages.
Mailing Schedule
Mailings are sent the 1st and 3rd friday of each month. While we make every effort to ship on time, occasional delays may occur due to production schedules, weather, holidays, postal service disruptions, or circumstances beyond our control. If a delay occurs, we will do our best to keep subscribers informed.
Shipping Locations
At this time, White Horse Letter Co. ships only within the United States. We hope to expand international shipping in the future.
Address Changes
Moving during your subscription? No problem. Simply contact us before your next scheduled mailing and we will update your shipping address for future deliveries. Customers are responsible for providing accurate shipping information. White Horse Letter Co. cannot guarantee delivery to incorrect or outdated addresses.
Lost or Damaged Mailings
If a mailing is lost in transit or arrives significantly damaged, please contact us as soon as possible. Whenever possible, we will send a replacement mailing at no additional cost. Our goal is for every subscriber to enjoy the complete story experience.
Refund Guarantee
We stand behind the quality of our stories and the experience we create. If you're not satisfied with your subscription, you may request a full refund within thirty (30) days of the start of your subscription. Refund requests submitted after this period are subject to the policies below.
Monthly Subscription Refunds
Monthly subscriptions are billed on a recurring basis until canceled. After the thirty-day refund period expires:
- Payments that have already been processed are non-refundable.
- You may cancel at any time to prevent future charges.
- Any story installments already paid for will still be mailed to you.
Canceling a monthly subscription stops future billing but does not affect mailings that have already been purchased.
Prepaid Subscription Refunds
Prepaid subscriptions are paid in advance for an entire story or subscription period. After the thirty-day refund period expires:
- A prorated refund may be requested for up to sixty (60) days from the start of the subscription.
- Refunds will be calculated based on the unfulfilled portion of the subscription.
After sixty (60) days from the subscription start date:
- Prepaid subscriptions become non-refundable.
- Remaining story installments included in the subscription will continue to be mailed according to the normal schedule.
Gift Subscriptions
Gift subscriptions are treated the same as prepaid subscriptions. The recipient will continue receiving all remaining installments included in the purchased subscription period. Refund requests for gift subscriptions must be made by the original purchaser.
Returns
Because our products consist primarily of printed story materials, personalized shipments, and subscription mailings, physical returns are generally not required. If there is a problem with your order, please contact us and we will do our best to make it right.
Questions?
If you have questions about your subscription, shipment, or refund request, we'd love to help.
White Horse Letter Co.
Email: info@whitehorseletters.com
Website: www.whitehorseletters.com