Envelope Press Refund & Service Policy

Overview

Envelope Press sells two different things, and they work differently when something goes wrong. Search credits are prepaid access to an online tool. Fulfillment orders are physical mail that we print and hand to the United States Postal Service on your behalf. This policy sets out what we refund, what we put right at our own cost, and what direct mail cannot guarantee. It supplements our Terms of Service.

Search Credits

Credits are prepaid access to the address finder, delivered to your balance the moment your payment succeeds:

• Credits are non-refundable once purchased. Because they are delivered immediately and can be spent immediately, we do not refund a credit purchase, in whole or in part
• Credits never expire. There is no expiry date, no monthly reset, and no inactivity forfeiture — a balance you bought today is still there whenever you come back
• Credits have no cash value, cannot be transferred between accounts, and cannot be exchanged for money
• Unused credits stay on your account for as long as the account exists. If you ask us to delete your account, any remaining balance goes with it
• If a search fails because of a fault on our side — an outage or an error in our tool — and a credit was taken, write to us and we will restore it
• If you are charged twice for the same purchase, or charged for a purchase that did not deliver credits, that is a billing error rather than a refund request: tell us and we will correct it

Your free monthly search is a courtesy rather than a purchase; it resets each calendar month and is not refundable or transferable.

Fulfillment Orders: What You Are Paying For

A fulfillment order covers the physical production and mailing of your campaign:

• The envelope or postcard stock, the paper, and the printing of your logo and insert
• Stuffing and addressing each piece to the recipients you selected or supplied
• The postage, and handing the finished mail to the United States Postal Service

What you are buying is the correct production and mailing of your pieces. You are not buying a delivery outcome or a response rate — see "What We Cannot Guarantee" below.

When the Mistake Is Ours

If we get your order wrong, we fix it at our cost. That includes, for example, printing the wrong file, using the wrong address, printing your materials incorrectly, or taking payment for an order we never actually mailed:

• We reprint the affected pieces and remail them to the correct address, at no charge to you — new stock, new printing and new postage included
• You are not asked to pay again, and you do not lose the postage on the pieces we got wrong
• Where a reprint is no longer useful — for example a dated invitation or a deadline that has passed — we refund what you paid for the affected pieces instead, and you can tell us which you would prefer
• If only part of a run was affected, the remedy applies to that part
• Please tell us within 30 days of the mail date so we can still trace the run. Beyond that we will always try to help, but records and stock may no longer be available

The reprint-and-remail remedy, or a refund of the affected pieces where a reprint cannot help, is the full extent of our responsibility for a production error. We are not responsible for business losses arising from a mailing that went wrong — see the limitation of liability in our Terms of Service.

What We Cannot Guarantee

Once correctly printed and handed to the United States Postal Service, the mail is in the postal system and out of our hands. Consistent with standard direct mail practice, we do not guarantee and cannot refund for:

• Delivery itself, or the time a piece takes to arrive
• Addresses that turn out to be undeliverable, vacant, or no longer in use
• Recipients who have moved, businesses that have closed, or mail refused or discarded by the recipient
• Response rates, reply rates, conversions, or any commercial result from the campaign
• The accuracy or currency of addresses returned by the address finder, which come from open map data and are provided as-is
• Mail lost, delayed or damaged by the postal service

A mailing that is correctly produced and mailed has been delivered as a service, even where individual pieces do not reach a recipient. If a substantial portion of a run appears to have failed in a way that suggests a fault on our side rather than ordinary postal attrition, contact us and we will investigate it as an error.

Your Part

Some things only you can get right, and we cannot check them for you:

• The files you upload — make sure the logo and insert are the ones you intend to mail, and that they are legible at print size
• The recipients you select or supply, and your basis for mailing them
• The return address on your envelopes, which is what the postal service uses for anything undeliverable
• The lawfulness of the content you mail

Where an order is produced exactly as submitted, a mistake in the submitted material is not a production error. We will still quote you for a corrected reprint, and we will always tell you if we spot something obviously wrong before we print.

Changes and Cancellation

Fulfillment work starts quickly, and once stock is printed it cannot be recovered:

• Write to us as soon as possible if you need to change or cancel a paid order
• If we have not begun production, we cancel it and refund you in full
• Once production has begun we cannot cancel, but we will refund any part of the order not yet produced
• Quoted prices for custom runs are valid for 30 days unless we say otherwise

How Refunds Are Issued

Refunds we do make go back to the original payment method through Stripe. Sales tax charged on a refunded amount is refunded with it. Card refunds usually appear within a few business days of us issuing them, though the exact timing is set by your bank rather than by us.