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Customer Help

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General Questions

What is the purpose of this service?

The purpose of this service is to ensure your letters reach their intended recipients at a future point in time or under specific circumstances, even when you're not able to send them out personally at that moment.

How does this service work?

Our service is designed to deliver your words to your chosen recipients at the right moment. Here's how it works:

  1. Select Your Stationery & Method: Choose your preferred method and stationery.
  2. Welcome Package: Once you've selected your stationery, we'll send you a welcome package. This package includes your chosen stationery, a prepaid mailer with postage applied, a welcome folder, instructions on how to use the service, security tape, and other necessary materials.
  3. Write Your Letter: Now, you can write your letter or card. This could be a heartfelt note to a loved one, a future message to yourself, or any other correspondence you wish to send in the future.
  4. Send Your Letter Back To Us: Once you've written your letter, place it in the provided prepaid mailer, and send it back to us.
  5. Secure Storage: We'll store your letter securely until the designated time for it to be sent.
  6. Delivery: Depending on the delivery method you've chosen, your letter will be sent out either on a specific date you've chosen or when you stop checking in.

Remember, you have full control over this process. You can request to have your letter sent back to you at any time. Your words are precious to us, and we treat them with the utmost care and respect. With Words From You, you can ensure your message reaches its destination exactly when you want it to.

Can I write multiple letters?

Absolutely, you can write multiple letters. However, please note that each purchase corresponds to a single letter. If you intend to send letters to multiple recipients, you would need to make multiple purchases. Don't worry, we offer discounts for orders of more than one letter to make it more affordable for you.

How secure is my letter once it's in your possession?

We take the utmost care in storing your letters. Your letter will be kept secure in a tamper-proof envelope until it is time to send.

What if I want to change the content of my letter after I've sent it?

It is suggested you put great thought into your letter when you first write it. Once we receive your letter the service allows for us to send the letter to a single destination. If you wish to have your letter sent back to you, that would end the service.

Can I retrieve my letter if I decide not to send it?

Absolutely! You may request to have your letter sent back to you at anytime. Please contact us if you would like us to send back your letter.

What happens if the recipient of my letter changes their address?

If your letter's recipient changes their address, don't worry! You can easily update this information by logging into your account and editing the recipient's address under the 'My Letters' section. We want to ensure your letters reach their intended destination, so keeping address details up-to-date is essential.

Can I send a letter to multiple recipients?

Our service is designed to send each letter to a single address. If you'd like to share the same letter with multiple recipients at different addresses, you would need to purchase additional letters for each recipient. This ensures every individual gets their own personal copy of your message.

Can I use this service to send gifts or is it just for letters?

Our service is specifically designed for sending written or printed letters. As such, we're unable to accommodate gifts or any other objects within the envelopes. This ensures we can efficiently and securely manage, store, and deliver your heartfelt messages.

Check-In Method Questions

The Check-In Method utilizes an email reminder system, sending your letters only when you stop responding.

What happens if I miss a check-in?

If you miss a check-in, it's counted against your pre-configured allowance for missed check-ins. For instance, if you have set your account to dispatch your letters after 10 missed check-ins, the letters will be sent once you've missed 10 check-ins. Remember, the number of allowable misses is fully customizable in your account settings to suit your individual needs and comfort.

How often will I receive check-in reminders?

The frequency of check-in reminders is entirely up to you and can be customized in your account settings. This depends on the balance you prefer between the allowance for checking in and the promptness of your letter delivery after stoppage of check-ins. For instance, if you set monthly check-ins with a tolerance of 12 missed notifications, your letter will be dispatched after a year of no check-ins. Conversely, if you set it to weekly with a tolerance of 6 missed reminders, the letter will be sent in 6 weeks. Remember to consider potential circumstances where you might not have access to email for a significant period when setting up your preferences.

How should I configure my check-in settings?

When configuring your check-in settings, we recommend allowing yourself a generous buffer of time to account for life's unexpected events. It's preferable to avoid a situation where your letter gets sent out simply because you couldn't access your email/computer. Therefore, we advise setting a higher number of 'missed notifications' before your letters are dispatched. This ensures you have ample time to check in before any actions are taken.

What is the pause setting for?

The pause setting is designed to give you control over your account during times of unavailability or uncertainty. If you anticipate being unable to respond to check-in reminders or wish to temporarily halt the dispatch of your letters, activating the pause setting will freeze all operations. It's important to note that while your account is paused, your letters will remain securely stored and won't be sent out.

What if I don't receive my check-in reminders?

On occasion, your email provider may mistakenly send our check-in reminders to your spam or junk folder. To prevent this, we recommend adding our email address, to your contact list and adjusting your email settings to never send emails from this address to spam. If you continue to experience issues receiving our reminders, please get in touch with our customer support for further assistance.

What happens if I am sick for a long time or go on vacation?

Our service is engineered to dispatch your letters once a certain number of reminders have been missed. If you foresee being unable to respond due to a lengthy illness or an extended vacation, you could utilize our pause feature. This puts a hold on the check-in process, ensuring your letters aren't sent out during your absence. Remember to unpause when you're able to resume the check-in process. Alternatively, consider informing a trusted individual about your account with us, or sharing your login credentials, so they can manage check-ins on your behalf if needed.

Why does my account say it is disabled?

Your account will be marked as 'disabled' until we receive your letter. This is because our service officially commences only when we have your letter in our possession. Upon receiving your letter, we will change your account status to 'enabled' and it will initially be in a 'paused' state. At this point, we encourage you to log in and unpause your account. This action kick-starts the service and you will then begin to receive check-in reminder emails.

Can I demo the check-in system?

Absolutely. If you're interested in experiencing the check-in system prior to making a purchase, simply reach out to us via email. We'll enable your account for demo purposes, allowing you to receive reminder emails and get a feel for how the system works.

Future Method Questions

The Future Method allows you to select a specific date in the future for your letter or card to be sent.

What is the Future Method?

The Future Method offers you the convenience of scheduling a letter or card to be sent out on a specific future date. Once you've selected this method and set your preferred date, your job is done! This feature doesn't require any check-ins or follow-ups on your part. Simply specify when you want your letter delivered, and we'll ensure it gets sent out within 7 days of your selected date.

Can I choose any future date for my letter to be delivered?

Absolutely! You have the freedom to choose any future date for your letter to be dispatched. We will ensure that your letter is mailed within 7 days leading up to your selected date. Rest assured, we will also send you a confirmation notice once your letter is officially on its way.

Can I update my future date after I've set it?

Absolutely, you have full flexibility to update your chosen future date even after setting it. You can manage each letter individually and adjust the send-out date as required. In addition, you can modify the recipient's address should they relocate. This ensures your letters reach the right place at the right time.

How do I know my letter was sent?

You can keep track of your letter's status via the 'My Letters' section within your account settings. Once your letter has been sent, this status will be updated to reflect the dispatch date. Additionally, a confirmation email will be sent to your email address notifying you as soon as your letter has been mailed out. This ensures you're kept in the loop regarding your letter's dispatch status.


What method should I buy?

The method you choose depends on your specific needs.

  • If you wish to send a letter to be delivered at a specific future date, regardless of any other circumstances, our "Future Method" is perfect for you.
  • If you prefer a more flexible approach where letters are sent out based on your activity, or lack thereof, the "Check-In Method" is ideal. This method sends out your letters only after you have missed a certain number of check-ins, determined by your personal settings.

Consider what suits your unique situation and requirements the best. You can always reach out to our customer service if you need more guidance.

Can I use my own stationery for my letter?

Absolutely, you are welcome to use your own stationery for your letters. However, we do require you to use the envelope we provide, due to the unique serial number assigned to each letter. This ensures that your letter is correctly linked to your account and reaches the intended recipient accurately.

Is this service available worldwide?

At this time, this service only operates within the USA.

Shipping, Returns & Exchanges

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

What if I want to cancel the service?

You have the flexibility to cancel our service at any time. To do so, just send us an email request. Upon receipt of your request, we will promptly return your letters to you.

Which shipping method will my recipient receive their letter?

All letters are dispatched to recipients using First Class Mail with tracking included. We also offer alternative shipping methods for an additional fee, providing options to suit your specific needs.

Can't find the answers you were looking for...?

Head over to our contact page and drop our delightful support team an email. They'll be more than happy to help with all your enquiries.