My installment has not arrived

1. Check your shipping confirmation email for a tracking number and look up its current status on usps.com.
2. Confirm the mailing address on your account is correct by logging into your account.
3. Check with neighbors or building management in case it was misdelivered locally.
4. If it has been more than 14 days since the expected delivery date, contact us below and we will open a USPS inquiry.

I was charged unexpectedly

1. Check your account dashboard to confirm your billing date and subscription status.
2. Check that your cancellation was confirmed by us via email. A cancellation request is not complete until you receive a confirmation from us.
3. If you believe the charge is a genuine billing error, contact us below within 30 days of the charge with your name and the date of the charge.
4. Please contact us before initiating a chargeback with your bank. See our Refund Policy.

My installment arrived damaged

1. Document the damage with clear photos of the contents and the outer envelope or packaging.
2. Contact us within 7 days of delivery using the form below. Include your name, address, and photos.
3. We will review your claim and respond within two business days with next steps.
4. Minor cosmetic wear such as light envelope scuffing does not qualify for replacement. See our Refund Policy for details.

I need to change my address

1. Log into your account and update your shipping address under Account Settings.
2. Also email us at info@mystorymailer.com to confirm the change in our mailing system before the first week of the month.
3. Changes received after your installment has been prepared cannot be applied to that month’s shipment.
4. We cannot redirect packages already in transit.

I cannot access a password-protected page

1. Make sure you are logged into your account at mystorymailer.com/my-account.
2. Check the physical installment for the password — it will be included on a card or insert within the envelope.
3. Check your account dashboard under Subscriber Content for a list of current passwords.
4. If you are still locked out, contact us below with your name and the page you are trying to access.

My payment failed

1. Log into your account and go to Billing Settings to update your payment method.
2. Check with your bank to confirm the card is active and has no holds or flags on it.
3. Once you update your payment method, your next billing attempt will retry automatically.
4. If the issue persists, contact us below and we will help resolve it before your next mailing date.