1. Where We Ship

mySTORY Mailer ships to the contiguous United States, Alaska, and Hawaii only. We do not currently offer international shipping, including to Canada, the United Kingdom, Australia, or any other country outside the United States.

We do not ship to P.O. Boxes. A valid residential or commercial street address is required for all subscriptions. If you provide a P.O. Box as your shipping address, your installment may be undeliverable and we will contact you to obtain a valid street address. We are not responsible for delays caused by an invalid address.

Military addresses (APO/FPO/DPO) may be accepted on a case-by-case basis. Please contact us at info@mystorymailer.com before subscribing to confirm whether we can ship to your military address.

2. Shipping Carrier

We ship all mySTORY Mailer installments via the United States Postal Service (USPS). We typically use USPS First-Class Mail or USPS Marketing Mail depending on the size and weight of your installment.

We reserve the right to use an alternative carrier (such as UPS or FedEx) at our discretion when necessary to ensure reliable delivery. If we use an alternative carrier for your shipment, your estimated delivery window remains the same.

3. Ship Dates

Installments are prepared and mailed during the first week of each calendar month. Because our story letters are printed and assembled on a production schedule, the exact ship date within that window may vary slightly from month to month.

We will send you a shipping confirmation email once your installment has been handed to the carrier. That email will include tracking information where available.

Factors that may affect ship dates include:

• Production delays due to printing or assembly
• Federal holidays observed by USPS
• Severe weather or natural disasters
• High-volume mailing periods

If a significant delay is expected, we will notify subscribers via email in advance.

4. Estimated Delivery Timeframes

After your installment is handed to USPS, estimated delivery times are as follows:

• Contiguous United States: 3–7 business days
• Alaska and Hawaii: 5–10 business days

These are estimates only and are not guaranteed. Delivery times may be longer during peak mailing seasons (such as November and December), periods of high USPS volume, or due to circumstances outside our control.

mySTORY Mailer is not responsible for delivery delays caused by USPS, weather events, carrier errors, or other factors beyond our control once a package has been accepted by the carrier.

5. Tracking

Where USPS tracking is available for your shipment, we will include a tracking number in your shipping confirmation email. Not all USPS mail classes include individual package tracking. If your shipment does not include tracking and you have not received your installment within the estimated delivery window, please contact us at info@mystorymailer.com.

Tracking information may take up to 24 hours to update after a package is scanned by USPS.

6. Your Responsibility for Address Accuracy

It is your sole responsibility to ensure that the mailing address on your account is accurate, complete, and current at all times. This includes apartment or unit numbers, correct zip codes, and any other details required for delivery.

To update your mailing address, email info@mystorymailer.com with your name, current address on file, and the new address. Address changes must be received before the first week of the month in order to take effect for that month’s installment. We cannot guarantee address updates received after production has begun for that month’s mailing.

If an installment is returned to us as undeliverable due to an incorrect or outdated address you provided:

• We will contact you at the email address on file to request a corrected address
• Reshipping will be available upon request and may be subject to a reshipping fee to cover postage and handling
• We are not obligated to reship at no charge due to subscriber address errors
• We do not issue refunds for installments that are undeliverable due to incorrect addresses

7. Lost or Missing Packages

If your installment has not arrived within 14 days of the expected delivery date, please contact us at info@mystorymailer.com with the following information:

• Your full name
• Your complete mailing address
• The installment number or month you are missing
• Your tracking number if one was provided

We will contact USPS on your behalf to initiate a mail trace or inquiry. If the package is confirmed lost by the carrier and is not recovered, we will, at our discretion, offer a replacement installment (subject to availability) or a store credit. Please see our Refund Policy for full details on lost mail remedies.

We are not responsible for packages that are marked as delivered by USPS but reported as not received. In those cases, we recommend checking with neighbors, building management, or your local post office before contacting us, as misdeliveries are often resolved locally.

8. Damaged Packages

If your installment arrives visibly damaged due to carrier mishandling, please contact us at info@mystorymailer.com within 7 days of delivery. Include your name, mailing address, a description of the damage, and one or more clear photos of the damaged item(s) and packaging.

We will review your claim and may offer a replacement or store credit at our discretion. Minor cosmetic wear from transit such as light envelope scuffing or slight bending does not qualify for replacement. Please see our Refund Policy for full details on damaged item claims.

9. Packaging

Each mySTORY Mailer installment is packaged to protect its contents during transit. We use envelopes and mailer materials appropriate for the size and contents of each installment. We take care to ensure that story letters and inserts are protected, but we cannot guarantee that USPS handling will not result in minor cosmetic wear during transit.

Our packaging is designed to be minimal and intentional, consistent with the aesthetic of the story experience. Packaging materials may vary between seasons.

10. Subscription Changes and Address Holds

We do not currently offer the ability to pause or hold a subscription while keeping it active. If you need to temporarily stop receiving installments, you may cancel your subscription and re-enroll at the next available enrollment window.

If you are moving, please update your address with us as soon as possible by emailing info@mystorymailer.com. If your move coincides with a mailing date, contact us immediately so we can attempt to update your address before your installment ships. We cannot redirect packages already in transit.

11. Seasonal and Holiday Shipping Delays

USPS experiences increased volume during the November and December holiday season, which may result in longer delivery times for installments mailed during those months. We will communicate any expected delays via email and will make every effort to ship on our regular schedule.

USPS does not deliver on federal holidays. If your estimated delivery date falls on a federal holiday, please expect delivery the following business day.