Help center
Answers to common questions. Can't find what you need? Contact us.
Getting started
How do I sign up?
Choose a plan, complete the intake with a few details about your loved one, and sign the consent form. The first letter is typically mailed within 5-7 business days.
Who can subscribe?
A family member, caregiver, or legally authorized representative can subscribe on behalf of an older adult.
Can I include a personal message in the first letter?
Yes. The intake includes space for a short opening message from the family, which our editors weave into the first letter.
Letters & delivery
How long until the first letter arrives?
After intake is complete, the first letter is typically mailed within 5-7 business days and arrives via USPS First Class mail shortly after.
Do you ship internationally?
We currently mail letters within the United States. International delivery is on our roadmap.
What if a letter is lost in the mail?
We track every letter through the postal network. If a letter is lost, we re-send it at no cost.
Are letters available in large print?
Large print formatting is available on request. Contact us after signing up and we will update the recipient profile.
The writer experience
Can the writer reply?
Yes. Families can upload a reply through the family portal, and our characters respond to what the writer shares.
Is this appropriate for someone with dementia or Alzheimer's?
Many families use Postal Pen Pal for loved ones with early to mid-stage cognitive changes. We match tone and content to the intake profile, and families can pause or adjust at any time.
What happens if the writer passes away?
We immediately pause the subscription and send a compassionate final note to the family. No further letters or charges are processed.
Billing & subscriptions
Can I pause the subscription?
Yes. Families can pause letters for vacations, hospital stays, or any reason directly from the family portal.
How do I cancel?
Families can cancel at any time through the portal or by emailing us. We stop letters and charges immediately.
What is your refund policy?
You can cancel anytime. If you are not satisfied after your first month, contact us within 30 days for a full refund.
Privacy & safety
How do you protect privacy?
We use encryption, strict access controls, and Row Level Security in our database. We sanitize personal details before they reach writing tools, and we never sell data.
Is this really written by a person?
Every letter is drafted with the help of writing tools and then reviewed, edited, and approved by a real human editor before it is printed and mailed.
What role does AI play?
AI helps us keep the character voice consistent, remember details from past letters, and draft each weekly letter. A human editor always reviews the final draft.
For facilities
Do you integrate with EHR or care management systems?
We do not require an integration to start. For larger communities, we can export a simple CSV roster. Native integrations are on our roadmap.
Is this appropriate for memory care residents?
Yes. We adjust tone, length, and content based on the resident profile. Families and staff can pause or change settings at any time.
Can families subscribe independently?
Yes. Family subscriptions are always available. If a facility later partners with us, we can transfer billing without disrupting the resident’s letters.