Refund Policy

The rule

You get a full refund if you cancel within 1 hour after your card is charged, or if we cannot mail your letter. A letter that has gone to print cannot be cancelled.

You can cancel within 1 hour after your card is charged. After that your letter goes to print.

The rest of this page explains each part of that rule: when your card is charged, how the cancel window works, what we do when something goes wrong after mailing, how to cancel and how the money comes back.

First, when your card is charged

We check the letter before charging your card. Your card is charged only after your letter passes our check. If it does not pass, the hold on your card is released and you pay nothing.

So a letter that does not pass our check needs no refund: no charge was made. Your bank may show the hold as a pending line for a while. How soon a released hold disappears from your statement depends on your bank.

When you get a full refund

You get back everything you paid for the letter, including any options and extra pages, in two cases:

• You cancel inside the cancel window. The window opens when your card is charged and lasts 1 hour. It does not matter why you cancel. See "How to cancel" below.
• We cannot mail your letter. For example, the file cannot be printed, or the letter was charged and then could not be handed to USPS.

When there is no refund

When the cancel window closes, your letter goes to print. From then on it cannot be recalled, changed or cancelled, and it is not refunded. Once USPS has the letter, these things are outside our control:

• how long USPS takes to deliver it, and the date of any postmark or scan;
• whether the recipient accepts it, signs for it, picks it up or reads it;
• a letter that is refused, unclaimed or returned to the sender;
• a letter that goes to the wrong place because the address you gave us was wrong;
• a return receipt that USPS provides late, without a signature image, or not at all.

If we get it wrong: we resend it

If something goes wrong on our side after mailing (wrong address printed, missing pages, a print error), we resend it at no cost.

Write to support@certisent.com, or reply to any email we sent about the letter, with your order number. We check our print record and, if the mistake is ours, we print and mail the letter again as a new Certified Mail letter.

A delay or a loss while USPS has the letter is not covered by this. In that case we help you: if your letter shows no USPS scan for 10 business days, we email you everything a USPS missing mail search asks for.

How to cancel

There are no accounts on Certisent, so there is nothing to sign in to. You cancel in one of two ways:

1. Use the cancel link in your confirmation email. It is in the email we send to the address you gave when you sent the letter.
2. Write to support@certisent.com from that same email address and include your order number.

You can cancel within 1 hour after your card is charged. After that your letter goes to print. The email we send when your card is charged shows the exact time the window closes, and so does your tracking page. A request that reaches us after the window has closed cannot stop the letter.

How the refund is paid

A refund goes back to the payment method you used, through our payment provider. We do not refund to a different card or by check.

We start the refund when the cancellation is confirmed. We cannot promise the day it appears on your statement: that depends on our payment provider and on your bank.

Questions

Write to support@certisent.com. Email support at support@certisent.com. We reply within one business day. You can reply to any email we send about your letter. Your reply comes to our support mailbox.

This policy is part of the Terms of Service.