DOCUMENT
Help center
Quick answers first; a human is one email away at help@sendpaperplane.com.
Sending a letter
How long does delivery take?
Letters are handed to USPS the next business day after payment clears screening. First-Class typically arrives in 3–5 business days, Priority in 1–3.
What documents can I send?
Typed letters and text-based PDFs, up to 12 pages. Scanned-image PDFs are not supported at launch — export a text PDF from the original app instead.
Can it look handwritten?
Yes — choose the Handwritten or Neat print style when composing. Same price as typed.
Do I need an account?
No. Pay per letter as a guest; your receipt and tracking link arrive by email.
Pricing & payment
What does it cost?
First-Class $1.99 · Certified $12.99 · Certified + electronic Return Receipt $14.99 · Priority $24.99. Extra pages $0.25, color $0.50/page. One all-in price, postage included.
When is my card charged?
Your card is authorized at checkout but only captured after your letter passes screening AND the print facility accepts it. If either fails, the hold is released automatically.
How do credits work?
Buy a pack on the credits page and get bonus balance on top (that is the bulk discount). You receive a code by email; enter it at checkout to pay without a card. Purchased balance stays good for 5 years; bonus balance for 12 months.
What is your refund policy?
If we fail to mail your letter you are refunded automatically and in full. Unused purchased credit balance is refundable on request within 30 days.
Tracking & delivery
How do I track my letter?
Every order has a live status page (linked in your receipt email) that moves through screening → printing → in the mail → delivered. Certified and Priority include USPS tracking numbers; First-Class can add tracking for $0.99.
My letter shows “in review” — what does that mean?
Automated screening flagged it for a quick human look (usually a few hours). Your card is not charged unless it is approved and printed.
The recipient address was flagged as undeliverable.
We verify every address against USPS data before accepting payment. Double-check the street number, spelling, and ZIP; apartment/suite numbers matter.
Content & privacy
Do you read my letters?
Automated screening checks for threats, fraud, and impersonation — lawful demand letters are explicitly allowed. Humans only see letters flagged for review. Documents are deleted 30 days after delivery.
What content is not allowed?
Threats, harassment, fraud, impersonating an organization you are not, and anything illegal to mail. See the full content policy for details.