Refund & Cancellation Policy
1. Why We Can’t Cancel Orders
Unlike a typical product, handwriting-style print-and-mail is a service that begins the moment payment clears:
- A USPS shipping label is purchased immediately at checkout
- Your letter enters the writing queue within seconds
- Materials are committed and cannot be un-allocated
This is by design — it’s how we guarantee fast, same-day processing. The tradeoff is that cancellations aren’t possible post-payment.
2. When Refunds Are Available
- We decline your order (e.g., content violates our Terms) — full refund, automatically.
- Our error — if we wrote the wrong content or mailed to the wrong address due to our mistake, we re-do it free or issue a full refund, your choice.
- Technical error — a verified platform error that prevented processing is fully refunded.
3. Non-Refundable Situations
- Change of mind after payment
- Errors in the content or address that you provided
- USPS delays, lost mail, or undeliverable addresses outside our control
- Duplicate orders placed in error
- Orders already accepted by USPS
Always double-check your recipient’s address before paying. If USPS returns a letter due to an incorrect address you provided, a re-send is charged at the standard rate.
4. Requesting a Refund
If your situation falls within the eligible criteria, email hello@sentinstantly.com with your order number and a description. We respond to all refund requests within 2 business days.
5. Chargebacks
Please contact us before initiating a chargeback — we’re quick to make things right. Chargebacks filed without contacting us first will be disputed with full documentation of fulfillment.