Shipping, Returns & Refunds Policy

Effective date: October 31, 2026

This policy applies to all physical products purchased from the Story of You online store at storyofyoumain.org (the "Store"), which is operated by Story of You LLC, a Virginia limited liability company ("Story of You," "we," "us"). By placing an order, you agree to this policy. Nothing in this policy limits any rights you may have under applicable consumer protection law.

Tutoring, test preparation, counseling and other SOY Academy services, event registrations, and digital products are governed by the terms provided at the time of booking or purchase and are not covered by this policy.

1. Orders

All orders are subject to acceptance and product availability. We may decline or cancel an order (with a full refund) if an item is unavailable, a pricing or listing error has occurred, or we suspect fraud. Prices are shown in U.S. dollars. Applicable sales tax is calculated at checkout.

Order changes and cancellations. Many items are made to order and enter production shortly after purchase. To change or cancel an order, email us within 12 hours of placing it. After production begins, an order can no longer be canceled, but it remains eligible for return under Section 4 where applicable.

2. Shipping

  • Where we ship: all 50 U.S. states, Washington, D.C., U.S. territories, and APO/FPO/DPO addresses. We do not currently ship internationally.

  • Shipping cost: a flat rate of $4.99 per order, shown at checkout before you pay.

  • Processing time: 2–5 business days (Monday–Friday, excluding U.S. federal holidays) for production and handling.

  • Transit time: typically 3–5 business days after shipment. Most orders arrive within 5–10 business days of purchase.

  • Tracking: you will receive a shipping confirmation email with tracking information when your order ships. Items in one order may ship separately at no extra charge.

Delivery dates are estimates and are not guaranteed. If we cannot ship your order within the time stated, we will notify you and give you the option to cancel for a full refund, as required by the FTC Mail, Internet, or Telephone Order Merchandise Rule.

Addresses. Please check your shipping address carefully. We are not responsible for orders delivered to an incorrect address entered at checkout. Packages returned to us as undeliverable may be reshipped at the customer's expense or refunded less shipping costs.

Lost, stolen, or delayed packages. If tracking shows your package as delivered but you have not received it, please check with neighbors and your local carrier, then contact us within 14 days of the delivery date. If a package is lost in transit, contact us and we will work with the carrier to send a replacement or issue a refund.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, contact us within 30 days of delivery with your order number and a photo of the item and packaging. Once confirmed, we will send a replacement or issue a full refund, including original shipping, at no cost to you. We may ask you to return the item using a prepaid label we provide.

4. Returns

Return window. Eligible items may be returned within 30 days of delivery.

Eligible items. Non-personalized, non-apparel products (such as 24 Game card decks and journals) that are new, unused, and in their original packaging.

Made-to-order and personalized items. Apparel, drinkware, blankets, and personalized or custom items are printed specifically for each order. These items are final sale and may be returned or exchanged only if they are damaged, defective, or incorrect (see Section 3). Please review the size chart before ordering.

Not returnable: gift cards, volunteer replacement items, items marked "final sale," and items that are used, washed, worn, or damaged after delivery.

How to return.

  1. Email admin@storyofyoumain.org with your order number, the item(s), and the reason for the return.

  2. We will reply within 2 business days with return authorization and the return address. Returns sent without authorization may not be accepted.

  3. Ship the item back by mail using a trackable method. Unless the return is due to our error, the customer is responsible for return shipping costs. We are not responsible for returns lost in transit.

Exchanges. To exchange an eligible item, return it under this section and place a new order for the item you want.

5. Refunds

Once we receive and inspect your return, we will email you to confirm approval. Approved refunds are issued to your original payment method within 7 days of approval. Your bank or card issuer may take additional time to post the credit. We do not charge restocking fees. Original shipping charges are refundable only when the return is due to our error. If a return is received in a condition that does not meet this policy, we may decline the refund and send the item back to you.

6. Payment Disputes

If there is a problem with your order, please contact us first so we can resolve it quickly. We respond to all inquiries within 2 business days.

7. Changes to This Policy

We may update this policy from time to time. The version posted on this page at the time of your purchase applies to that order.

8. Contact Us

Story of You LLC
440 Monticello Ave #276705, Ste 1802
Norfolk, VA 23510
Email: admin@storyofyoumain.org
Customer support hours: Monday–Friday, 9 a.m.–5 p.m. Eastern Time