Detective Tiger Mug

GENERAL

What are Letters by Lanternlight?

Letters by Lanternlight is a snail-mail story subscription that unfolds over the course of 24 letters mailed to you over the course of 12 months (2 letters per year). Our stories are cozy mystery and PG-rated. There is no on-page violence or romance. There is a posted mailing schedule, but in general, letters are mailed on the second and fourth Wednesday of each month (some exceptions due to holidays, etc.).

 

How can I reach customer service?

You can reach us via e-mail at hello@lanternlightletters.com, via chat at www.lanternlightletters.com, and via snail mail PO Box 900862, Sandy, UT 84090

 

What do I receive with my subscription?

Each story consists of 24 letters mailed over the course of 12 months (2 letters per month). Each envelope contains a letter in the form of a diary entry or letter to another character plus 2-6 interactive elements ranging from recipe cards, newspaper clippings, maps, etc.

 

What is the difference between monthly and annual pre-paid subscriptions?

An annual pre-paid subscription is $124 or $5.17 per letter. If you opt for a monthly subscription, your billing method will be charged the first of each month which will entitle you to two letters per month until the story is completed. The monthly subscription is $14 per month or $7.00 per letter.

 

Does my subscription automatically renew at the end of my story?

Monthly subscriptions will automatically renew through the entirety of a 12-month story. Once a story is complete, there is not an auto-renew. You will need to purchase another story either by annual pre-paid or monthly subscription.

ORDER

How do I order for myself?

Visit www.lanternlightletters and select the story you wish to receive. You will be asked to select annual prepaid or monthly. Add this to your cart.

Enter your own shipping address.

Enter your billing information.

Submit your order and look for the confirmation e-mail. Your first letter will be mailed according to the posted mailing dates.

If you are ordering merchandise, add the item to your cart and check out as you would for the story above.

 

How do I order as a gift?

There are two ways to order as a gift.

1.        Monetary Gift Card: you may purchase a gift card at any monetary value and send to a recipient. They can use the gift card to place an order for their own story or merchandise. Please note that when they place their order, they will be charged sales tax for the state where they will have their story shipped. You may wish to increase the value of your gift card to cover the sales tax. You can print and mail or download and e-mail a Gift Just for You! Notice to get them excited about their special gift.

2.        Gift Voucher: you may purchase a voucher for a story and send the code to a recipient. When they are ready to redeem their story, they simply enter their voucher code and select their story. In this case, you will pay the sales tax where you are ordering from and a voucher code will be issued. You can print and mail or download and e-mail a Gift Just for You! Notice to get them excited about their special gift.

 

Can I order as a gift and let the recipient choose when to start their story?

Yes. You can use this using the Gift Voucher option:

Gift Voucher: you may purchase a voucher for a story and send the code to a recipient. When they are ready to redeem their story, they simply enter their voucher code and select their story. In this case, you will pay the sales tax where you are ordering from and a voucher code will be issued. You can print and mail or download and e-mail a Gift Just for You! Notice to get them excited about their special gift.

 

When will I receive my letters?

Please refer to the Mailing Dates calendar to see when an order must be placed in order to receive a letter by a specific mailing date. If this is a gift, plan your purchase around the mailing dates OR use the Gift Voucher Option.

 

When will I receive my non-letter merchandise?

Once an order for merchandise other than stories is received, we mail your products within 3-5 business days. You will receive a confirmation e-mail of your order.

 

My letter or product never arrived. What do I do?

We use USPS for mailing letters and products. Please allow 2 weeks from shipping date (refer to Mailing Dates for letters) within the US and 4-6 weeks for international delivery.

If you have not received your product by those dates we will resend at no charge to you due to damage or loss because of Letters by Lanternlight or USPS.

If a letter is lost or returned to us due to an inaccurate address provided, these letters can be resent at a surcharge of $7 US or $9 international.

We rely on timely information provided by our guests to ensure the correct mailing addresses so that letters are deliverable to the intended person. Please provide an accurate and deliverable address when checking out, and promptly update your mailing address with us if it changes during the mailing period by sending an e-mail to hello@lanternlightletters.com. 

Notifying the post office changes your mailing address with the post office but not with us. After a period of time, they will not forward your mail. If letters are missing due to not notifying us in a timely manner, we can resend one letter at no cost. 

If you need help with a missing letter or product, please e-mail us at hello@lanternlightletters.com with the following information:

1.        Order # or e-mail address that you ordered from

2.        Recipient Name

3.        Story name and letter number that is missing or product name that is missing

4.        Address to send the replacement letter

Please allow us up to 3 business days to look into the matter with USPS and respond.

 

SHIPPING

Where do you ship?

We ship via USPS and ship anywhere the USPS ships. Shipping within the United States is included in story subscriptions. Additional shipping will be calculated at check-out for international story subscriptions and any merchandise US and/or international.

 

What if I move? How do I change my address?

Please promptly update your mailing address with us if it changes during the mailing period by sending an e-mail to hello@lanternlightletters.com. 

Notifying the post office changes your mailing address with the post office but not with us. After a period of time, they will not forward your mail. If letters are missing due to not notifying us in a timely manner, we can resend one letter at no cost. 

 

Do you send orders internationally?

We ship via USPS and ship anywhere the USPS ships. International shipping will be calculated at check-out for story subscriptions and any merchandise.

 

How do I return an order and receive a refund?

Please note our Refund Policy and reach out to hello@lanternlightletters.com with any questions.

 

PRODUCTS

Murder at Sugar & Spice Bakery: A Small Town Cozy Mystery

Tiger the sidekick coffee mugs – 16oz.

Gift a Story – Story Voucher

Gift Cards

 

RETURNS/REFUNDS

What is the return/refund policy?

Our Guarantee

Our guest’s satisfaction is our top priority. If you are dissatisfied, please notify us immediately so we can help you. 

Under certain circumstances, we may issue refunds. If you’ve been approved for a refund by Letters by Lanternlight, the approved amount will be returned to the original payment method within 7 - 10 business days via Shopify. 

Return and refund policies are as follows: 

30-Day Full Refund Guarantee - Letters

If you are dissatisfied with your story, please let us know within 30 days for a full refund at hello@lanternlightletters.com. Refunds are available upon request. You are welcome to keep the letters that have been delivered to you. 

Refunds after 30 days - Letters

Monthly Subscriptions

After the full refund guarantee expires (30 days), refunds are unavailable for monthly payments already collected. We will send you any remaining letters that have been paid for.

Prepaid Subscriptions

After the full refund guarantee expires (30 days), refunds are unavailable for prepaid subscriptions. The remainder of the subscription will be mailed to the address provided. Thank you for your understanding.

Refunds for Products Other than Letters

Products may be returned within 30 days if you are not completely satisfied. Please return the in-tact product with a copy of your order receipt, your name, e-mail address, and reason for the return to:

9265 S Highland Drive

PO Box 900862

Sandy, UT 84090

Customers are responsible for shipping charges unless the box is unopened and you refuse it. Shipping fees from the original order are not refundable unless you have refused the order. This means you must refuse the order and return the box unopened. Refunds will be processed to the original payment form via Shopify.

 

 

BILLING AND PAYMENTS

What if I need to change my payment information or billing address?

If you have a prepaid annual story purchase, your order was successfully processed, and no updates are needed, nor are they possible, as Shopify does not store your information. For any new order, you can enter your correct billing information.

 

If you have a monthly subscription, you can cancel or update your billing information by clicking Manage My Subscription. You must use the e-mail address that you ordered from. If you have any issues, please reach out to us at hello@lanternlightletters.com  with your e-mail address or order number, recipient name, and story you are receiving.