We want every campaign to go out right. This policy explains when you can cancel an order, what we refund or credit, and how to ask. Delivery details are in our Shipping & Delivery Policy.
1. Before you approve your proof
You can cancel any order before you approve its proof for a full refund. Nothing has been printed yet.
2. After you approve your proof
Approving your proof sends your letters to print, so letters that have been printed or mailed can’t be cancelled or refunded. Please check your proof carefully before you approve it, including names, phone number, return address and spelling. We can’t offer refunds for errors that appear in a proof you approved.
3. If we make a mistake
If something goes wrong on our side (for example, your letters don’t match your approved proof, they’re damaged in production, or we mail them to the wrong list), we’ll reprint and remail the affected letters at no cost or refund them, whichever you prefer. Please tell us within 30 days of the mail date.
4. Multi-touch campaigns
You can cancel follow-up touches that haven’t gone to print yet. We’ll add a credit to your account for each letter in those touches, to use on a future mailing, and refund any shipping you paid for them. Contact us, or reply to the email we send when a touch is released, before that touch prints. Touches that have already been printed or mailed can’t be cancelled.
5. Undeliverable mail
Lists from USLeadList: if your mailing list was purchased from USLeadList, our sister company, we’ll add a credit to your account for each letter USPS returns as undeliverable. Send us the returned envelopes, or photos of them, within 60 days of the mail date.
Your own lists: when you upload your own mailing list, you’re responsible for the accuracy of its addresses. Letters that can’t be delivered because an address is wrong, incomplete or out of date aren’t eligible for a refund or credit.
6. Delivery delays and lost shipments
Delivery times are estimates, and we can’t offer refunds for USPS or carrier delays once your letters are mailed or shipped. If a Ship to me shipment is lost or damaged in transit, contact us within 14 days of its expected delivery and we’ll reprint and reship it at no cost.
7. Subscriptions
Subscription letters are billed at the subscription rate with a monthly minimum. If you mail fewer letters than your minimum in a month, you’re billed for the minimum and the unused letters are added to your account as credits.
You can cancel a subscription at any time. Cancellation takes effect at the end of your current billing month, and charges for months already billed aren’t refundable. Your unused credits stay in your account after you cancel.
8. How refunds are issued
Refunds go back to your original payment method and usually appear within 5–10 business days, depending on your bank. If you used a coupon, refunds are based on the amount you actually paid.
Each credit covers one letter on a future mailing. Credits stay in your Yellow Letter account until you use them, they’re applied to your orders automatically, and they can’t be exchanged for cash.
9. Mailings set up through USLeadList
Yellow Letter handles refunds and credits for mailings set up through a USLeadList account too. Contact us as described below.
10. How to request a refund or cancellation
Contact us with your order number and we’ll reply within two business days:
Yellow Letter
4035 Ryan Rd, Blue Mounds, WI 53517
Phone: (866) 990-8695
Email: sales@yellowletter.com
If you see a charge you don’t recognize or think is wrong, please contact us before disputing it with your bank. We can usually fix it faster.