# Shipping, Delivery & Replacement Policy

**Teacup Letters**

*Last updated: October 29, 2026*

There's something special about finding a letter in your mailbox, especially one containing a good mystery.

We want every envelope to arrive safely and in the right order. But occasionally, the postal system has other ideas.

Here's what to expect and what we'll do if something goes wrong.

### 1. Where we deliver

Teacup Letters currently delivers within Canada only.

Your purchase includes postage for all 13 weekly letters. There are no additional postage charges for your original story order.

### 2. When your letters are mailed

Each mystery unfolds through **13 weekly mailings**, beginning on the start date you select when placing your order.

We mail letters on Mondays and Thursdays. Your remaining letters will normally be mailed on the same weekday each week.

Postal holidays, service interruptions or other unexpected circumstances may sometimes affect our mailing schedule. If there's a significant change, we'll let the purchaser know.

**Please note:** The date you select is when your first letter is scheduled to be mailed, not when it will arrive.

### 3. Delivery times and tracking

We use Canada Post's regular Lettermail service.

Regular Lettermail doesn't include tracking, and Canada Post doesn't guarantee delivery dates.

Sometimes letters may arrive later than expected or even out of order.

We recommend reading your letters in numerical order so you don't stumble upon a clue before you're meant to!

### 4. If a letter doesn't arrive

If a letter hasn't arrived within **10 business days of its mailing date**, please contact us with your order number and the number of the missing letter.

We'll check the mailing information, confirm the delivery address, and arrange a free replacement when appropriate.

You won't be charged if a correctly addressed letter appears to have been lost or damaged by Canada Post.

**For example:** If letter four arrives before letter three, please let us know right away. We'll help sort out the missing letter while continuing to mail the remaining letters on schedule.

In the meantime, tuck letter four somewhere safe until you've read letter three. Nobody likes discovering a clue before they're supposed to!

### 5. Damaged letters or missing contents

If a letter arrives damaged, can't be read, or is missing something that should have been included, please contact us.

We'll replace the affected letter or missing contents **free of charge** if the problem happened while we were preparing it or during delivery.

You won't normally need to return the damaged materials.

### 6. If the delivery address is incorrect

Please double-check the recipient's mailing address when placing your order, including the street number, apartment or unit number, city, province, and postal code.

We'll make reasonable efforts to check addresses before mailing, but it's the purchaser's responsibility to provide the correct information.

If a letter can't be delivered because an incorrect or incomplete address was provided:

- We'll replace **one letter free of charge** once you've confirmed the correct address.
- Additional replacement letters will cost **$10 CAD each**, plus applicable taxes.
- The $10 fee includes standard postage and handling.
- We'll always confirm any charges with you before sending paid replacements.

**For example:** If three letters have already been mailed to the wrong address, we'll replace the first one for free. The other two replacements would cost $20, plus applicable taxes.

We'll also correct the address for all future mailings at no additional charge.

And, of course, if **we** made the addressing mistake, we'll fix it and replace the affected letters free of charge.

### 7. If the recipient moves

If the recipient moves while their mystery is unfolding, please let us know as soon as possible.

We'll update the address for all future letters that haven't yet been prepared for mailing, free of charge.

**For example:** If the recipient is moving before letter seven is mailed, contact us beforehand so we can update the address for the remaining letters.

We can't redirect or recall letters that have already been mailed.

If letters need replacing because we weren't told about an address change in time, our usual replacement fees may apply.

### 8. If you lose or accidentally damage a letter

Accidents happen!

If you lose, throw away or accidentally damage a letter after receiving it, we can send you another copy.

Replacement letters cost **$10 CAD each**, plus applicable taxes. This includes standard postage and handling.

We'll send you a secure payment link and mail the replacement once payment has been received.

### 9. If several letters go missing

If several letters aren't arriving at the same address, we'll work with you to find out what's happening.

We may ask you to double-check the address or provide another Canadian address where the remaining letters can be sent.

We'll look at repeated delivery problems individually and work with you to find a reasonable solution.

### 10. Postal strikes and delivery interruptions

Sometimes Canada Post experiences strikes or other interruptions that are outside our control.

If this happens, we'll let the purchaser know how it affects their mystery.

We may need to pause mailings until suitable postal service is available again. Once service resumes, we'll continue sending the remaining letters and let you know about any changes to the schedule.

We'll do our best to keep the letters in the right order.

**If a postal interruption delays your seventh scheduled mailing, we'll also extend your 60% refund deadline.** The new deadline will be 11:59 p.m. Eastern Time on the day before the seventh letter is rescheduled to be mailed.

We'll let the purchaser know the new date.

If a major interruption prevents us from completing your order as promised, please contact us. We'll review the situation and work toward a fair solution, including any refunds required by law.

### 11. How to report a problem

Please let us know about missing or damaged letters as soon as possible, preferably within 30 days of the scheduled mailing date.

When contacting us, please include:

- Your order number, if you have it.
- The recipient's name and postal code.
- The number of the missing or damaged letter.
- A short explanation of what happened.

You can reach us through the email address on our Contact page.

We'll do our best to get your mystery back on track.

### 12. Your rights as a customer

This policy explains how we normally handle shipping problems and replacement letters.

Canadian consumer-protection laws may give you additional rights if your order isn't delivered as promised or something goes wrong.

Nothing in this policy takes away those rights.

Thank you for letting Teacup Letters bring a little mystery to your mailbox.