Terms

Terms of Service

Last updated: July 6, 2026

Agreement to These Terms

These Terms of Service apply to the website, products, subscriptions, checkout pages, email signups, and related services offered by Moments by Mail Co LLC ("Moments by Mail Co.", "we", "our", or "us"). By visiting our website, joining our product update list, placing an order, purchasing a subscription, or using any part of our services, you agree to these Terms and our Privacy Policy.

If you do not agree to these Terms, please do not use the website, place an order, or purchase a subscription.

Eligibility

Our products and services are intended for adults who are at least 18 years old. By placing an order or creating a subscription, you confirm that you are at least 18 and have the legal authority to make the purchase.

Our products are designed for family memory keeping, but purchases and account management must be handled by an adult.

United States Sales Only

At this time, Moments by Mail Co. sells and ships within the United States only. We may update shipping locations in the future.

Products and Availability

Moments by Mail Co. offers monthly subscriptions, one-time Keepsake Kits, giftable products, accessories, and future product updates. Product descriptions, photos, pricing, availability, and launch dates may change as we continue developing and improving our collections.

We make reasonable efforts to display product details accurately. Because many items are prepared in small batches and may include printed materials, packaging, or keepsake pieces, exact colors, paper textures, packaging, and minor design details may vary slightly from photos or samples shown online.

We may limit quantities, discontinue products, refuse orders, or cancel orders when needed because of inventory limits, suspected fraud, incorrect pricing, payment issues, shipping restrictions, or other business reasons.

If a price, discount, product description, or availability listing is clearly incorrect because of a typographical error, technical error, outdated page, payment processor issue, or other mistake, we may refuse or cancel the affected order even after checkout. If we cancel an order after payment because of a pricing or listing error, we will refund the amount paid for the canceled item.

Product Update List and Email Communications

Joining the product update list does not create a purchase, subscription, reservation, or guarantee of product availability. Product names, launch dates, pricing, and details may change.

By joining our product update list, you agree to receive product news, launch updates, and related messages from Moments by Mail Co. You can unsubscribe from marketing emails at any time by using the unsubscribe link in a marketing email or by contacting us at hello@momentsbymailco.com. We may still send transactional or service-related messages about orders, billing, shipping, or account matters.

Subscriptions

Our subscription collections are designed to send thoughtfully prepared memory keeping materials over time. Unless a product page clearly says otherwise, subscriptions are billed monthly and continue until canceled.

Little Moments, Becoming You, and Legacy, Kept are monthly subscriptions that continue until canceled. Little Paws is designed as a 12-month subscription series celebrating the first year together, and billing for Little Paws is intended to end after 12 paid monthly shipments unless we clearly offer a renewal, extension, or additional option.

Subscription pricing is the price displayed on the product page and at checkout at the time of purchase, plus applicable taxes. Standard shipping is included in the subscription price unless the product page or checkout page clearly says otherwise. Taxes are calculated at checkout where applicable.

Recurring Billing Authorization

By purchasing a subscription, you authorize Moments by Mail Co. and our payment processor, Stripe, to charge your selected payment method on a recurring basis for the subscription amount, applicable taxes, and any other charges clearly disclosed at checkout.

Your billing date may be based on the date you first subscribed or the schedule shown in Stripe. If a payment fails, Stripe may retry the payment, and we may pause or cancel fulfillment until payment is resolved.

Payment Disputes and Chargebacks

If a payment fails, is reversed, is disputed, or is subject to a chargeback, we may pause fulfillment, delay shipment, withhold future subscription mailings, cancel unpaid orders, suspend account-related benefits, or require payment resolution before additional fulfillment continues. This does not limit any rights you may have under applicable law or card-network rules.

Stripe Checkout and Billing Portal

Checkout and billing are processed securely through Stripe. We do not store full payment card numbers on our website. Customers can use the Manage Billing page to access Stripe's billing portal, where available, to update payment details, view billing information, manage invoices, or cancel a subscription.

Stripe may have its own terms, privacy practices, identity verification, and payment processing requirements. Your use of Stripe's checkout or billing portal is also subject to Stripe's applicable terms.

Monthly Cutoff, Fulfillment, and Shipping

Subscription mailings are prepared in monthly batches. The monthly order cutoff is the 18th. Subscriptions started on or before the 18th are generally included in that month's mailing batch. Subscriptions started after the 18th generally roll into the next month's mailing batch.

We prepare subscription batches around the 20th and begin shipping around the 24th. If a cutoff, preparation date, or shipping date falls on a weekend, holiday, carrier delay, supply delay, or other unusual circumstance, fulfillment may move to the next reasonable business day.

Delivery timing after shipment depends on the mail carrier and destination. Carrier delays are outside our direct control, but we will help review delivery concerns when possible.

Subscription Month Tracking

Each subscription is intended to follow the appropriate monthly sequence for that collection. If a customer cancels, pauses, restarts, or resubscribes, we may use our records to determine the next appropriate month in the sequence so the customer does not receive duplicate monthly materials when avoidable.

If subscription records are incomplete, if a customer uses a different email address, or if an account cannot be matched, the subscription sequence may restart or require manual review. Customers can contact us if they believe their subscription month is incorrect.

Cancellations

You may cancel an ongoing subscription through the Manage Billing page when available, or by contacting us at hello@momentsbymailco.com. Cancellation stops future renewals and takes effect at the end of the current paid billing period.

If you cancel after the 18th cutoff, the current month's mailing may already be scheduled, prepared, or shipped and may still be completed. Canceling does not automatically refund charges that have already been processed.

Pauses and Subscription Changes

If pause, skip, or subscription-change options are offered through Stripe or by contacting us, those changes must be completed before the monthly cutoff to apply to that month's mailing. Requests made after the cutoff may apply to the following month instead.

Keepsake Kits

Keepsake Kits are one-time purchases and are separate from monthly subscriptions. Keepsake Kit pricing is the price displayed on the product page and at checkout at the time of purchase, plus applicable taxes. Standard shipping is included in the kit price unless the product page or checkout page clearly says otherwise, and taxes are calculated at checkout where applicable.

Keepsake Kits generally have a 1-3 business day processing time before shipping. They do not follow the monthly subscription cutoff and batch schedule unless a product page or checkout page clearly says otherwise.

Giftable Products and Add-Ons

Giftable products, accessories, and add-ons may be available as separate purchases or may be offered during checkout. Prices, availability, and shipping details will be shown on the relevant product page or checkout page.

If you purchase an item as a gift, you are responsible for entering the correct recipient name and shipping address. Gift recipients may receive shipment-related communications when needed to complete delivery or resolve an order issue.

Promotions and Promo Codes

We may offer promotion codes or discounts for subscriptions, Keepsake Kits, giftable products, or other purchases. Some codes may apply only to subscriptions, some may apply only to Keepsake Kits or one-time purchases, and some may apply to both. Additional terms may be shown with the offer or at checkout.

Unless we clearly state otherwise, promotion codes have no cash value, are limited to one per order, cannot be combined with other offers, cannot be applied retroactively to past purchases, may not be transferred or sold, and may be modified, suspended, or ended at any time, subject to applicable law.

Taxes

Applicable taxes may be added at checkout and are calculated based on the order, shipping destination, tax settings, and payment processor calculations. Tax amounts may vary by location and may change over time.

Shipping Addresses and Address Changes

You are responsible for providing a complete and accurate shipping address at checkout. Updating a billing address in Stripe may not update the mailing address for an order or subscription shipment.

For subscription address changes, email hello@momentsbymailco.com by the 18th to request the change for that month's mailing. Changes received after the cutoff are not guaranteed to apply to that month's shipment.

For Keepsake Kits and giftable products, contact us as soon as possible if an address needs to be changed. Once an order has entered fulfillment or shipped, we may not be able to change the address.

Refunds, Returns, and Replacements

Because subscription mailings are prepared in scheduled batches, subscription charges are generally nonrefundable once fulfillment begins, except where required by law. Contact us as soon as possible if you believe you were charged in error or need help before fulfillment begins.

Keepsake Kits and giftable products are generally nonrefundable once shipped, except where required by law or when an item arrives damaged, is missing, or is incorrect. Opened, used, written-on, or customer-damaged items are not eligible for return unless required by law.

If we approve a replacement, store credit, refund, or other resolution, the specific remedy will depend on the item, availability, timing, shipping status, and circumstances of the issue.

Damaged, Missing, or Incorrect Orders

If an order arrives damaged or incorrect, contact us within 14 days and include your order email, delivery details, and photos when possible. If a mailing or package appears missing, contact us within 14 days of the expected delivery window or the date tracking shows a delivery issue.

Depending on availability and the circumstances, we may provide a replacement, store credit, refund, or another appropriate resolution. We may be unable to replace items when the issue is caused by an incorrect address, failure to update an address before the cutoff, carrier issues outside our control, theft after delivery, or other circumstances not caused by Moments by Mail Co.

Customer Content and Personal Memories

Our products are designed to help you preserve personal memories, stories, photographs, notes, and keepsakes. You keep ownership of the personal content you create or place inside your own products.

Please do not send us private family stories, photographs, children's information, or sensitive personal content unless it is necessary for customer support. If you voluntarily send us a testimonial, review, photo, social media tag, or similar content for public sharing, you represent that you have the right to share it and you give us permission to use it for customer support, business records, marketing, social media, website, and promotional purposes unless you tell us otherwise in writing.

Children's Privacy

Our website and checkout are intended for adult purchasers. We do not knowingly collect personal information directly from children under 13 through the website. If you believe a child has provided personal information to us without appropriate adult involvement, contact us so we can review and delete it when appropriate.

Website Content and Intellectual Property

Website content, branding, logos, images, copy, product names, product designs, layouts, prompts, downloads, and other materials are owned by Moments by Mail Co LLC or used with permission. You may not copy, reproduce, distribute, sell, modify, scrape, or reuse our content or designs without written permission.

You may view and use the website for personal, noncommercial shopping and information purposes. Purchasing a product does not transfer ownership of our intellectual property, product designs, prompts, branding, or website content.

Prohibited Uses

You agree not to misuse the website, interfere with site security, attempt unauthorized access, submit false information, use the website for fraud, copy or scrape our content, reverse engineer our systems, upload malicious code, or use our products or website in a way that violates any law or the rights of others.

Third-Party Links and Services

Our website may link to third-party websites or services, including Stripe, social media platforms, shipping carriers, and other tools. We are not responsible for the content, policies, availability, security, or practices of third-party websites or services.

No Professional Advice

Moments by Mail Co. products are created for personal memory keeping, reflection, and keepsake purposes. They are not legal, financial, medical, mental health, grief counseling, therapy, archival preservation, or other professional advice.

Some products may touch on meaningful, emotional, family, pet, grief, pregnancy, moving, marriage, or legacy-related themes. Please use your own judgment and seek support from qualified professionals when needed.

Disclaimer of Warranties

The website, products, and services are provided on an "as available" and "as is" basis to the fullest extent permitted by law. We work hard to provide thoughtful, high-quality products, but we do not guarantee that the website will be uninterrupted, error-free, perfectly secure, or that every product will meet every individual expectation.

Limitation of Liability

To the fullest extent permitted by law, Moments by Mail Co LLC will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost data, emotional distress, loss of goodwill, carrier delays, or issues outside our reasonable control.

To the fullest extent permitted by law, our total liability for any claim related to a product, subscription, order, website use, or these Terms will not exceed the amount you paid to Moments by Mail Co. for the product or service giving rise to the claim.

Indemnification

You agree to hold harmless Moments by Mail Co LLC from claims, losses, damages, liabilities, costs, and expenses that arise from your misuse of the website, your violation of these Terms, your violation of the rights of another person, or content you submit or share with us.

Events Outside Our Control

We are not responsible for delays or failures caused by events outside our reasonable control, including postal delays, carrier disruptions, weather, natural disasters, supply shortages, payment processor issues, technology outages, labor disruptions, illness, legal restrictions, or other unexpected events.

Changes to Products or Terms

We may update product offerings, prices, fulfillment timelines, policies, and these Terms as our business develops. The updated Terms will be posted on this page with a new last-updated date. Your continued use of the website, product update list, subscriptions, or services after changes are posted means you accept the updated Terms.

Dispute Resolution: Please Talk to Us First

Most concerns can be resolved quickly and personally. Before starting any formal dispute, you agree to first email us at hello@momentsbymailco.com with your name, the email address used at checkout, a description of the issue, and the outcome you are looking for. We will do the same before starting any formal dispute with you. Both sides agree to work in good faith to resolve the issue informally for at least 60 days from the date the notice is received. Formal dispute steps may begin only after that 60-day period ends.

Binding Individual Arbitration

If a dispute is not resolved informally, you and Moments by Mail Co LLC agree that any dispute, claim, or controversy arising out of or relating to these Terms, the website, a product, an order, a subscription, billing, or our services will be resolved by binding individual arbitration, rather than by a lawsuit in court, except as described in the "Small Claims Option" and "Exceptions" sections below.

Arbitration will be administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules, available at www.adr.org. The arbitrator's decision will be final and binding, and judgment on the award may be entered in any court with jurisdiction. The Federal Arbitration Act governs the interpretation and enforcement of this arbitration agreement.

The arbitration will take place in the county where you live, by phone or video conference, or by written submissions, whichever you prefer. For claims of $10,000 or less, you may choose whether the arbitration is conducted solely on written submissions.

Arbitration Costs

Your filing fee will be capped at the amount of the AAA consumer filing fee then in effect. Moments by Mail Co LLC will pay all other AAA administrative fees and arbitrator fees for claims brought in good faith. Each side pays its own attorneys' fees unless the arbitrator awards them under applicable law, or unless applicable law requires otherwise.

Small Claims Option

Either you or Moments by Mail Co LLC may choose to bring an individual claim in small claims court instead of arbitration, as long as the claim qualifies for small claims court and proceeds only on an individual basis.

Class Action and Jury Trial Waiver

You and Moments by Mail Co LLC each agree that any dispute will be brought only in an individual capacity, and not as a plaintiff or class member in any class action, collective action, consolidated action, or representative proceeding. The arbitrator may not consolidate more than one person's claims and may not preside over any form of class or representative proceeding.

To the fullest extent permitted by law, you and Moments by Mail Co LLC each waive the right to a trial by jury for any matter that proceeds in court instead of arbitration.

If a court decides that the class action waiver in this section cannot be enforced for a particular claim, then that claim (and only that claim) must proceed in court rather than in arbitration, and the rest of this Dispute Resolution section will continue to apply to all other claims.

Exceptions

This arbitration agreement does not prevent either you or Moments by Mail Co LLC from (1) bringing an individual claim in small claims court as described above, or (2) seeking injunctive or other equitable relief in a court of competent jurisdiction to protect intellectual property rights or to stop unauthorized use, copying, or scraping of our website, content, designs, or systems, or (3) reporting concerns to a federal, state, or local government agency.

Your Right to Opt Out of Arbitration

You may opt out of this arbitration agreement and the class action waiver by emailing hello@momentsbymailco.com or mailing written notice to Moments by Mail Co LLC, 644 Holly Springs Rd Ste. 305, Holly Springs, NC 27540 within 30 days of the date you first accept these Terms (for example, the date of your first purchase). Your opt-out notice must include your name, the email address used at checkout, and a clear statement that you want to opt out of arbitration. Opting out of arbitration will not affect any other part of these Terms, and will not affect your ability to use the website or our products.

Severability of This Section

Except as described in the Class Action and Jury Trial Waiver section above, if any part of this Dispute Resolution section is found to be unenforceable, the remaining parts will remain in full force and effect.

Governing Law

These Terms are governed by the laws of the State of North Carolina, without regard to conflict-of-law rules. Any dispute that is not subject to arbitration under the Dispute Resolution section above, and that does not qualify for small claims court, will be handled in the appropriate state or federal courts located in Wake County, North Carolina, unless applicable law requires another location.

General Terms

If any part of these Terms is found to be invalid or unenforceable, the remaining parts will remain in effect. These Terms, together with our Privacy Policy and any product, checkout, or subscription terms shown at purchase, are the entire agreement between you and Moments by Mail Co LLC about the website, products, orders, subscriptions, and services. Our failure to enforce any part of these Terms is not a waiver of our right to enforce it later.

You may not assign or transfer your rights or obligations under these Terms without our written permission. We may assign or transfer our rights and obligations under these Terms as part of a merger, acquisition, sale of assets, financing, restructuring, or other business transaction. Any sections that by their nature should survive termination will survive, including payment obligations, intellectual property rights, disclaimers, limitations of liability, indemnification, dispute resolution, governing law, and this General Terms section.

Contact and Legal Notices

For questions about these Terms, subscriptions, billing, shipping, returns, replacements, or legal notices, contact Moments by Mail Co LLC at hello@momentsbymailco.com.

You may also write to us at Moments by Mail Co LLC, 644 Holly Springs Rd Ste. 305, Holly Springs, NC 27540.