MyTailMail ("we," "our," "us") is committed to transparency around payments and refunds. This policy explains our refund and cancellation terms for all paid programs available through the platform.
This Refunds & Cancellations Policy governs payments made through MyTailMail. It covers every paid program on the platform: enrolling in an exchange, sending a postcard, and buying a sticker pack.
Prices vary by program and by exchange, and the amount you will be charged is always shown at checkout before you pay. By making a payment, you agree to these terms.
An exchange is a one-time enrollment program. MyTailMail runs different exchanges at different times, each with its own price and enrollment window, and the fee for the exchange you are joining is shown at checkout before payment. It covers the matching service, fulfillment of your pet's mail, and platform operations.
Your payment is processed securely through Stripe. By completing checkout, you authorize MyTailMail to charge the amount shown and enroll your pet in that exchange.
If you cancel your enrollment before your pet has been matched with a pen pal, you are eligible for a full refund. To request a refund, email hello@mytailmail.com with your account email and a brief explanation.
Matching typically occurs shortly after enrollment closes. Once your pet has been matched, the cancellation window closes.
All sales are final once your pet has been matched with a pen pal, or once their mail has been committed to fulfillment. Because each item is personalized for a specific recipient and mailed directly to them, we cannot process refunds after that point.
This includes situations where you change your mind, no longer wish to participate, or are unable to complete your pet's profile after matching.
Postcards and sticker packs are one-off purchases, priced at checkout. Because a postcard is personalized and printed for a named recipient, an order can be cancelled for a full refund only until it has been committed to production. After that, the same terms apply as above.
If you are unsure whether an order has entered production, email hello@mytailmail.com and we will check before you are charged further.
Charitable Gifting — including Shelter and Foster Pal gifts — is not yet available. When it launches, donations made through it will be non-refundable: they support animal welfare partners and are treated as charitable contributions at the time of payment.
If you receive a defective, damaged, or incorrect item, please contact us at hello@mytailmail.com within 14 days of delivery. We will arrange a replacement or refund at our discretion.
If your pet's mail has not arrived within the expected delivery window, please reach out and we will investigate with our fulfillment partners.
To request a refund, email hello@mytailmail.com with:
We will review your request and respond within 5 business days. Eligible refunds will be processed back to your original payment method.
We may update this Refunds & Cancellations Policy from time to time. We will notify you of significant changes by email or by posting a notice on our website. Continued use of MyTailMail after changes constitutes acceptance of the updated policy.
Questions about this policy? Contact us at:
hello@mytailmail.com
MyTailMail mytailmail.com