Cancellations & refunds
Every order is printed and mailed on demand, so what you can cancel, and what you're billed, depends on how far along the order is. You always know where it is: we post each status change to your webhook, and you can query any order through the API for its current status.
Canceling an order
Cancel through the API or from the Orders page in your dashboard.
| Order status | Can you cancel? | What you're billed |
|---|---|---|
| Sent to lab Ready to print |
Yes | Nothing. There are usually several hours between when you submit an order and when it goes into production. |
| In production | Yes | The order total, less $0.50. The $0.50 credit is the same whatever the size of the order. The printed order is destroyed and recycled, never mailed. |
| Shipped Delivered |
No | The order total. Once an order has been handed to USPS it can't be stopped. |
For the first few seconds after you submit, an order shows as Processing while we prepare it. Cancel it once that's done.
After an order ships
Lost or not delivered: not refundable
We don't refund orders USPS loses or fails to deliver once they're in the mail stream. Absorbing those losses ourselves would mean raising prices for everyone. Instead, we recommend you plan for them in your pricing: most developers give their own customer a full refund or a free replacement, and pay for the replacement order. Some also put a customer service step in front of replacements, or cap how many one customer can claim, so the policy can't be abused.
Returned mail
Undeliverable mail comes back to the return address in your organization settings. If an order is returned for a postage-related reason, email us and we'll refund it. Nearly all returns, though, are caused by an incorrect or incomplete address, and those aren't refundable, so check addresses before you submit them.
Requesting a refund
Email [email protected] with the order IDs and the reason. You don't need to request anything for cancellations; those are applied automatically.