Order terms & refunds.
The fine print, written plainly. By placing an order with Customized Letters, you agree to these terms.
Last updated September 30, 2026The short version.
Pay, then we write
Payment is due in full when you order. Your order joins the queue once it's paid.
You approve a proof
Nothing is written until you've seen a proof and said yes.
Our mistake, our fix
If we make a production error, we correct or replace those pieces for free.
No refunds once we start
Every order is written just for you, so sales are final once production begins.
About these terms
Customized Letters writes cards and envelopes with a real pen, then mails them or ships them to you. In these terms, "we" and "us" means Customized Letters, and "you" means the person or business placing the order.
These terms apply to every order you place through our website or directly with us. Placing an order means you agree to them.
Pricing
Our prices are listed on our Pricing page. The price per set depends on how many card-and-envelope sets you order, and extras such as handwriting recreation, stuffing, sealing and rush service are priced there too.
- Production setup: a one-time $50 fee on your first order. Returning customers get a personal code that waives it.
- Shipping to you: $20 flat per order, free on orders of 1,000+ sets.
- Custom quotes: if we send you a written quote, that quote is your price.
We may change our prices from time to time, but the price you paid is locked in for that order.
Payment
Payment is due in full when you place your order. Your order joins our queue once payment is received.
Payments are processed securely at checkout by our payment provider. We never see or store your full card number.
What you send us
You're responsible for accurate, complete and properly formatted names, addresses and message text. We write exactly what you send, spelling included, so please check your list carefully.
Our handwriting covers letters, numbers and everyday punctuation. If your text includes a character we can't write by hand, like an emoji or certain symbols, we'll point it out on your proof.
Proofs & approval
Before anything is written, we email or text you a proof. Production begins only after you approve it.
- Changes are free until you approve your proof.
- Once you approve, we write your order exactly as proofed.
- Paying for your order confirms you've read these terms.
Turnaround & delivery
We'll confirm your ship date when you approve your proof. A rush order moves your order to the front of our queue.
Once your cards are handed to the postal service or a shipping carrier, delivery times are up to them. We can't control postal delays, and mail that's lost or delayed after it leaves us isn't covered by our guarantee.
Your handwriting
With handwriting recreation, we turn a sample of your handwriting into one we can write your cards in.
- Send only samples of a handwriting you have permission to use. We won't recreate someone's handwriting without their consent, or sign someone else's name.
- Your handwriting is kept on file for your future orders and is never used for anyone else's.
- Ask us anytime and we'll delete it.
Orders we can't take
We may decline any order. We don't write anything that's unlawful, threatening, harassing or hateful, that infringes someone else's rights, or that pretends to come from another person or organization.
If we decline an order after you've paid, we'll refund you in full.
Refunds & cancellations
All sales are final once production begins. Every card is written to your specifications, so we can't refund finished work.
Cancelling before production
If you cancel before you approve your proof, we'll refund your payment, minus the production setup fee and any handwriting recreation work we've already started.
If we make a mistake
If we make a production error, such as a misspelling that wasn't in your approved proof, a skipped recipient or a damaged piece, we'll correct or replace the affected pieces at no charge. Let us know within 14 days of receiving your order, with a photo if you can.
What isn't covered
- Typos, wrong or outdated addresses, and other errors in the information you sent us or approved on your proof.
- Postal delays, or mail lost after it leaves us.
- Changing your mind after production has begun.
We're always happy to rewrite pieces for you as a new order.
Our responsibility
If something goes wrong with an order, our total responsibility is limited to the amount you paid for that order. We aren't responsible for indirect losses, such as a missed event or lost business.
Changes & questions
We may update these terms from time to time. The version posted when you place your order is the one that applies to it. See our Privacy Policy for how we handle your information.
Questions about an order or these terms? We're glad to help.