Frequently Asked Questions

• If you have any questions or need help, please send us an email at hey@letterfolk.com. We’ll get back to you as quickly as we can within the hours of 9am-6pm ET, Monday-Friday. 

Where do you ship?

• We ship to the 48 contiguous U.S. states and internationally to Canada. We’re not currently able to ship to Alaska and Hawaii.

How does international shipping work?

• We currently only ship internationally to Canada. All international orders are shipped via UPS, DHL or USPS to your destination country's postal service. Carriers are selected based on the most efficient delivery. Shipping cost is generally determined by actual weight of goods and packaging, however, occasionally, the cost may be determined by the dimensional weight of the package (depending on size of the order).

• Customs Duties, Taxes and Brokerage Fees: International shipments require additional duties and taxes to be paid by the customer at the time of delivery, which are not covered in our shipping rates. Make sure to check with your local postal service or customs office to find out what these fees will be before you place your order.

• Letterfolk is not responsible for packages held in customs or for any customs duties or brokerage fees owed. If you decide to refuse a shipment, Letterfolk will not grant refunds of any kind. 

Do you ship to APO, FPO, or P.O. Boxes?

• We are not currently able to ship to APO, FPO, or P.O. Box addresses. 

Do you offer free shipping?

• We offer free standard shipping on orders over $95 shipping within the contiguous U.S..

How long will my order take to arrive?

• Orders usually take 1-2 business days to process in our warehouse, and shipping time will vary depending on shipping address and speed, but in general should take 2-7 business days. 
• *During the holiday season, orders can take up to 5 business days to process in our warehouse and 2-10 business days in transit.

Do you offer expedited shipping?

• We do offer expedited shipping on eligible orders for an additional fee. 

What shipping carrier do you use?

• All USA orders are shipped via FedEx, UPS, or USPS. Carriers are selected based on the most efficient delivery. 

What is my tracking number?

• Your tracking number is emailed to you once your order ships out from our warehouse. Tracking numbers can take up to 24 hours to update once your order is with the carrier. If you’re having any trouble locating your tracking number, please send us an email at  hey@letterfolk.com and we’ll gladly help you! 

I can’t find my order?

• We’re so sorry to hear this! Please send us an email at hey@letterfolk.com and we’ll gladly help!

My order arrived damaged. What should I do?

• Oh no! We’re so sorry to hear this. Please send us an email at hey@letterfolk.com  with a photo of the issue and we’ll take it from there.
  

I just placed my order. Can I change it?

• We have a very short window to make any changes to orders. Email us as quickly as you can at hey@letterfolk.com with what you would like to change and we’ll do our best!

Can I change my shipping address?

• We have a very short window to make any changes to orders. Email us as quickly as you can at hey@letterfolk.com with the updated shipping address and we’ll do our best!

Do you offer free returns?

• We do offer free returns within our 30 day return window. To start a return or exchange, click {here}. If you’re a Canadian customer and would like to return, please send us an email at hey@letterfolk.com.

How do I return?

• We offer a 30 day return/exchange policy! To start a return or exchange, click {here}. If you’re a Canadian customer and would like to return, please send us an email at hey@letterfolk.com.

Can I exchange instead of return?

• Of course! Just click {here} to start your exchange. If you’re a Canadian customer and would like to exchange, please send us an email at hey@letterfolk.com.

What is the status of my return & refund?

• Returns can take up to 10 business days to process, and then once processed, your refund can take another 2-7 business days. We do our best to process returns and refunds quickly! If you have any questions, please send us an email at hey@letterfolk.com.

Can I return Final Sale Items?

• Items marked as “Final Sale” on our website are non-refundable and non-exchangeable. By purchasing these items, you acknowledge and accept that they cannot be returned for a refund or exchanged for another product, unless there is a manufacturing defect or an error on our part. We strongly encourage you to review the product details, sizing, and any available information before making a final sale purchase. Please contact our customer support team if you have any questions or concerns about a “Final Sale” item prior to making your purchase. Your satisfaction is important to us, and we are here to assist you in any way we can.

What forms of payment do you accept?

• We accept all major credit cards, PayPal, Shop Pay, Google Pay and Apple Pay.
  

I just placed my order. Can I change my payment method?

• We’re unfortunately not able to make changes to payments once an order has been placed.

Where are your products made?

• Letterfolk products are designed in New York and manufactured in the USA, Germany, Peru and China. 

Modern Cuckoo Clock Instructions

• For reference, the instructions on setting up the clock are as follows, and please note that set-up is easiest if the pendulum is not attached:

- Insert new batteries

- Remove the batteries from the compartment

- With the battery compartment empty, set the hands of the clock to 12:50

- Reinsert the batteries

- Set hands to the current time, clockwise, try pausing after each hour to allow the "cuckoo" mechanism to run its chime.

- Once the time is set, gently attach the pendulum if desired. Slide arm into the channel of the attachment until it feels 'clicked' into place.

- Once the time is set and the pendulum is gently inserted, go ahead and test out the different sounds on the back. The dial and buttons are as follows (from left to right - volume, original "cuckoo" sound setting, bird songs setting, button to open the birdbox).

Need more help getting your clock to work?

• We've tested many of our clocks to work out any potential defects/errors. We performed the following remedy on our Cuckoo Clock and found that it is successful in fixing several issues.
• Our first try: We followed the instructions to set the time. The time was working and the pendulum was swinging, but the bird didn't come out.
• Our second try: We removed the batteries, then followed the instructions again. This time the pendulum wasn't working, and the bird wouldn't come out, but it was still telling time.
• Our third try: We removed the batteries, then followed the instructions again. This time, the time was working and the pendulum was swinging, but the bird wouldn't come out. We left it like this on the wall for a day, and to our surprise, the bird began working!

What we found, is that after each attempt to fix the issue, we needed to allow the mechanism roughly a day (give or take) to register the fix. After about a day, it should begin working, though it may take a couple of tries. If your bird isn't coming out/pendulum isn't working/chimes are off, etc, we recommend following the steps outlined above. After each try, give it a day or so to see if the mechanism begins working as ours did.

How do I clean my Tile Mat?

• Our Tile Mats can be cleaned by using a little bit of dish soap, water, and a scrub brush. We've also discovered that Dawn Powerwash Dish Spray works great, and some customers have shared other solutions that have worked well for them such as stain-fighting laundry soap, Mr. Clean Magic Eraser, Barkeepers Friend Cleanser, or a diluted bleach soak.

How do I clean my Tile Sets?

• Tile Sets can be cleaned using the same products used for the Tile Mat.  Tiles can also be cleaned by using the mesh bag the tiles are packaged in, putting the bag, cinched tight, in the top rack of the dishwasher.

Does the Tile Mat stain?

• Anything that can stain fabric, can stain the Tile Mat, especially tomato based sauces.  We recommend using the methods mentioned above to lighten any stains. We also like to keep our Tile Mats out of continuous direct sunlight to avoid fading. 

I’m having a hard time placing the tiles on my Tile Mat. Can you help?

• Here are the steps we suggest to help with easier placement:

- Lay the Tile Mat on a hard surface, not on carpet, when placing the tiles

- When placing your design, install the tiles row by row, rather than grouping

- Press around the perimeter of each tile, until you feel it ‘click’ into place

- If you are having trouble getting a tile to fully fit in place, lift one side of the tile, press the other sides down, then lay the last side down

I purchased a bundle. Can I return or exchange just one of the items?

• Unfortunately, not. Our bundles are sold as a whole unit and can’t be split for returns or exchanges.
  

Do you offer a warranty?

• We don’t offer a warranty, but we take pride in the products we create and sell and want you to be happy. If any issues arise, please reach out to us at hey@letterfolk.com and we’ll do our best to make it right. 

Do you offer a discount on first orders?

• Yes! We offer 15% off first orders for newsletter subscribers. The discount is valid only on full priced items, cannot be combined with other discounts and must be redeemed within 30 days.  

I forgot to apply my discount. Can you retroactively apply it?

• We’d be happy to! Just send an email to hey@letterfolk.com with the discount you intended to use and we’ll go from there.

I had a discount that expired before I could use it. Can you honor the code still?

• Send an email to hey@letterfolk.com with the discount you intended to use and we’ll do our best to make it happen! 

Where can I follow you?

• We’re so glad you asked! You can follow us on Instagram {here}.

Will you feature my post?

• For a chance to be featured on our page, be sure to tag us @letterfolk.

How can we collaborate on social?

• If you’d like to collaborate with us on social, please send us a DM at @letterfolk. Someone from our social team will get back to you! 

Do you offer gift cards?

• We do offer digital gift cards in amounts of $25-$200. You can purchase a gift card {here}.

• Please visit our Wholesale page