Refund policy

REFUND AND REPLACEMENT POLICY

Effective date: September 16, 2026

We hope every Us, Actually order feels thoughtful from the moment it arrives. If something goes wrong, please contact us at hello@usactually.com so we can help.

ALL SALES ARE FINAL

Because our letters and their accompanying pieces are assembled in advance for scheduled monthly mailings, purchases are final and are not eligible for return, exchange, or refund due to a change of mind.

ORDER CHANGES AND CANCELLATIONS

If you need to change or cancel an order, contact us as soon as possible at hello@usactually.com. If fulfillment has not begun, we may be able to accommodate your request. Changes and cancellations are not guaranteed once an order has entered processing or been mailed.

DAMAGED OR INCORRECT ORDERS

If your order arrives damaged or you receive the wrong item, contact us within 14 days of delivery. Please include:

  • Your order number
  • A description of the issue
  • A photograph of the damaged or incorrect item, when applicable

After reviewing the request, we may provide a replacement or another appropriate resolution at no additional cost.

MISSING MAILINGS

If a mailing has not arrived within 21 days of its scheduled mailing date, please contact us at hello@usactually.com with your order number and current mailing address.

For prepaid three- or six-month orders, a missing or damaged mailing does not automatically cancel or refund the entire order. We will address the affected mailing individually through a replacement or other appropriate resolution.

If a replacement is unavailable, we may issue a refund for the affected mailing to the original payment method.

SHIPPING DELAYS AND UNFULFILLED ORDERS

If we cannot mail an order within the timeframe promised at purchase, we will notify the purchaser and provide the option to accept the revised mailing date or cancel the affected, unshipped portion of the order for a refund.

APPROVED REFUNDS

Approved refunds are issued to the original payment method. Although we process approved refunds promptly, your bank or payment provider may require additional time to post the funds to your account.

GIFT ORDERS

Refund and order inquiries must generally be submitted by the purchaser. We are happy to assist gift recipients with damaged, incorrect, or missing mail when sufficient order information is available.

CONTACT US

For questions or assistance, contact:

Us, Actually.
hello@usactually.com