Refund policy

Refund policy

Every Memory Roots letter is written and made specifically for you. Because of that, our policy is a little different from a typical store, and a lot simpler.

Changed your mind before we've started?
If you've paid but haven't yet submitted your letter questionnaire, you can cancel for a full refund. Just email support@memoryroots.ca.

Once your letter has been written
Each letter is personalized to the answers you give us, so once it has been written we're no longer able to offer a refund or accept a return. There is nothing to send back: a printed letter is made just for you, and a digital letter is delivered straight to your inbox.

If something isn't right
We want your letter to be exactly what you hoped for. If it arrives damaged, misprinted, or isn't what you ordered, email us at support@memoryroots.ca within 14 days of delivery with a photo, and we'll reprint and resend it at no cost. If something about the letter itself doesn't feel right, tell us. We'll work with you to make it right.

Refunds
When a refund applies, it's returned to your original payment method within 10 business days. Your bank or card provider may take a few extra days to post it.

Questions? We're always available at support@memoryroots.ca.