The Tangible Promise
If we get the craft wrong, we make it right
Effective: September 1, 2026
You’re trusting us with something personal — your customer’s name, your brand, and a piece of mail that lands on a real kitchen table. We take that seriously.
If we get the craft wrong, we make it right.
What we promise
Every piece we send for you will be:
Properly made
Printed on the stock you chose, at the quality you paid for, with your artwork reproduced faithfully.
Written with a real pen
Your note is drawn in ink by a pen-plotting machine — a real pen moving on real paper, not a printed font pretending to be one — and it will be legible.
Correctly assembled
The right card, in the right envelope, addressed to the right person, with your message and offer exactly as you approved them.
Mailed on time
In the post by your scheduled send date.
If we fall short
Tell us within 30 days of your send date — a photo helps — and we will reprint and re-mail the affected pieces at our cost, or credit your account for them, whichever you’d prefer.
No arguing about whose fault it is. If it’s the craft, it’s on us. Email handson@tangiblepost.co and we’ll sort it.
What this covers — and what it honestly can’t
We’d rather be clear now than disappoint you later. This promise covers what we control: production. It doesn’t cover things we genuinely can’t.
Not covered:
- What the mail does. We promise a beautifully made piece — not a response rate, a conversion, or a return. Results depend on your offer, your list, your timing, and your market.
- What happens after the post office. Once we hand your mail to the USPS, it’s in their hands. Standard mail isn’t tracked, and we can’t be responsible for pieces that are lost, delayed, damaged, or misdelivered by the carrier.
- Addresses that were wrong when they reached us. We format and standardize every address, but we can’t know that someone moved. Undeliverable mail from an out-of-date list isn’t a production defect.
- Content you approved. You see exactly what will print before you pay. Typos, wrong personalization fields, or an offer you’d word differently on reflection aren’t things we can catch for you — your approval is final.
How this fits with our Terms
This promise is part of our Terms of Service and is incorporated into them — so it’s a real commitment, not marketing language. Section 8 of the Terms sets out the same quality standard and remedy in more formal terms, along with the limits that apply. Where this page and the Terms say the same thing differently, the Terms control.
One more thing
If something’s gone sideways and you’re not sure whether it’s covered — just ask. We’d rather hear about it and figure it out with you than have you quietly decide handwritten mail isn’t worth the trouble.
handson@tangiblepost.co