We have four chances to reach the recipient when it’s time to deliver the letter: the purchaser, the recipient, and two additional contacts provided at the time of purchase. While it’s the purchaser’s responsibility to keep contact information up to date, Timely Hello will attempt to reach all four individuals to ensure successful delivery.

If you decide you no longer want the letter delivered, you can email us at info@timelyhello.com. While we cannot access or intercept the letter until the scheduled delivery date, we can prevent it from being sent.

Please note: all sales are final—no refunds will be issued.

Keeping your letter safe is our top priority. Each letter is sealed in an archival-quality storage bag and kept in controlled room conditions designed to preserve paper for decades.

No, once your letter is submitted, it is sealed and archived. Please review it carefully before finalizing your purchase.

We rely on the purchaser to keep contact information up to date. We'll make reasonable efforts to locate recipients at the time of delivery by trying to contact everyone listed on the contact page.  If the recipient cannot be found at the time of delivery, we will keep the letter stored for six months after the deliver date to see if the recipient, purchaser or contacts respond to our attempted correspondence.  After six months, the letter will be shredded and will no longer be able to be delivered. 

No. All letters remain sealed and private. We do not read, scan, or open letters, unless you purchased the scribe service where you have hired us to put your letter together from a PDF.

Yes, we will periodically reach out to the purchaser via email to confirm or update contact information for themselves and the recipient.

We have long-term contingency plans in place to ensure all letters are delivered regardless of business changes. This includes third-party custodial arrangements and legacy funding models.

You may include one photo with your letter. If you choose to do so, please use the provided photo archive slip to help ensure the photo is preserved properly over time. Other personal items or objects cannot be accepted.

Yes, the purchaser will receive an email confirmation once the letter has been successfully delivered to the recipient.

We will make all reasonable efforts using the last known contact details. If delivery is not possible, we will retain the letter for an extra 6 months in case new information becomes available.

Yes, you may gift a Timely Hello letter experience to someone else. You’ll just need their information and can list them as the purchaser.

While we take every precaution to ensure successful delivery, once a letter is handed off to USPS, it is subject to their delivery process. If a letter is lost in transit, we will work with USPS to attempt recovery. However, because each letter is unique and sealed, we cannot replace or recreate a lost letter.