Refund & Return Policy

At Ribbon & Roots, every letter is custom-written and personalized for you and your recipient — which shapes how refunds and cancellations work. This policy explains what to expect if you need to cancel an order, adjust a subscription, or reach out about an issue with your letter or delivery.

The Nature of Our Products

Because every letter is written specifically for you — based on the stories, details, and voice memos you provide — our Services are custom, personalized goods. Once writing has begun on a letter, it cannot be resold or reused for anyone else. For this reason, our refund policy differs from a typical physical product return.

One-Time Letter Orders

If you purchase a single, one-time letter, you may cancel and receive a full refund only if writing on your letter has not yet begun. Once our writers have started working on your letter, the order is considered in progress and is generally non-refundable, since the work is personalized and cannot be repurposed.

If your letter arrives with an error on our part — such as a misprint, an incorrect recipient name or address caused by our team, or damage that occurred before mailing — contact us within 14 days of the expected delivery date and we will rewrite, reprint, and resend your letter at no additional cost, or issue a refund at our discretion.

We are not able to offer refunds for dissatisfaction with tone or wording where the letter reasonably reflects the information, stories, or voice memo you provided. If something doesn’t sound quite right, contact us first — we’re always happy to make reasonable edits before your letter ships.

Subscription Plans (Loyalty, Legacy, Heirloom, Ribbon Reserve)

Subscriptions are billed on a recurring basis and can be cancelled at any time.

Cancelling a subscription stops future billing but does not refund charges for the current billing period already paid. Your subscription will remain active, and any scheduled letters within that period will still be prepared and sent, through the end of the cycle you’ve already paid for.
Letters already written or shipped within a billing period are not eligible for a refund.
Upcoming, unwritten letters in a cancelled subscription will not be produced or charged going forward.

To cancel, contact us at the number below or manage your subscription through your account. We recommend cancelling at least a few days before your next billing date to avoid being charged for the following cycle.

Add-Ons (Premium Stationery, Wax Seal, Keepsake Box)

Add-ons purchased with a letter or subscription (such as premium stationery, a wax seal, or a keepsake box) are only refundable if the order is cancelled before writing or production has begun. Once a letter with add-ons has entered production, the full order — including add-ons — is treated as in-progress and non-refundable, except in cases of an error on our part as described above.

Shipping and Delivery Issues

Once a letter leaves our facility, delivery is handled by postal carriers outside of our control. If your letter is significantly delayed, lost, or never arrives, contact us and we will work with you — this may include resending the letter or issuing a partial refund, evaluated on a case-by-case basis. We are not able to guarantee exact delivery dates, as these depend on postal service performance.

Roots of Connection Contributions

The portion of your subscription that supports the Roots of Connection give-back program is a non-separable part of your plan cost and is not refundable on its own, even if you later cancel your subscription.

How to Request a Cancellation or Refund

To cancel an order or subscription, or to request a refund under this policy, please contact us as soon as possible with your name, order or subscription details, and a description of the issue:

Phone: (858) 868-0661
Email: contact@ribbonandroots.com
Website: ribbonandroots.com

We review every request individually and aim to respond within a few business days.

Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in our Services or business practices. We will post the revised policy on this page with an updated “Last Updated” date.