Shipping Policy

Shipping Rates and Free Shipping

Shipping charges will apply to all orders. Before the final checkout, you will be presented with your shipping rate.

When are letters mailed?

The first letter will be mailed within 1 – 3 business days. The first letter will be tracked via Canada Post tracking. If a folder and letter subscription are purchased together, the first letter will be inside the folder. The remaining 23 letters will be mailed via regular Canada Post mail. Letters are typically mailed in the second and fourth weeks of every month.

When are other products mailed?

Other products are typically mailed within 3 – 5 business days from the day of the order and can take up to 10 business days to ship during higher volume periods.

International Shipping

We mail to any country on the Canada Post current index of countries and localities.

Carrier

All letters are mailed using the Canada Post.

Resending Letters

Given the nature of mail, resending letters from time to time may be required. We rely on timely information provided by our customers to ensure the mailing address is correct and letters are deliverable to the intended recipient. We expect and count on our customers to (1) provide an accurate and deliverable address when checking out and (2) promptly update their mailing addresses with us when required. 

When a letter is not delivered due to an incorrect mailing address provided, mistyped by the customer, or the customer has moved, we can resend one letter at no cost to you. Additional letters may be resent for $5/letter within the Canada and $7/letter internationally.

If you are moving, please notify Once Upon A Letter at support@onceuponaletter.ca with your updated address as early as possible. Failure to do so may result in delayed letters. 

Notifying your post office will only change your mailing address with the office but will not forward to Once Upon A Letter. 

We encourage you to change your information on your online account but you must still notify support@onceuponaletter.ca so that we may update your address across our platforms. 

If letters are missing due to not notifying us in a timely manner, we can resend one letter at no cost.

For prepaid customers, additional letters may be resent for $5/letter within the Canada and $7/letter internationally. 

For monthly customers, you’ll be charged monthly for the remaining duration until 12 payments are made. If additional letters need to be sent beyond those payments, they may be resent for $5/letter within the Canada and $7/letter internationally.

If the letter is damaged, lost, or thrown away based on a customer’s error, we will require a $5/letter within the Canada and $7/letter internationally to be resent to you.

If the letter is incorrect, damaged, missing pieces, or undeliverable based on an internal Once up A  Letter error, we will resend the letter(s) at no cost to you. 

Exchanging for a Different Story

You may change stories within 60 days for the cost of $5/letter ($7/letter internationally) already sent or processed. After 60 days, changing stories is not available.  

Refunds for Story Redemption Codes 

Refunds for unused story redemption codes are available for up to 60 days after purchase. Once a redemption code has been redeemed, refunds are not available. Refunds will be offered at the cost of the subscription less the price of a leather folder if it was part of the product and not returned (Example: Bundles which include a leather folder + redemption code). The full intact code and tin must be returned in order to receive the refund.