How do I get help with a Proof order or ask for a refund?
Find the published cancellation and reprint routes, and write a clear support request for a printed Proof order.
Sathian Srikrishnan, dad and founder · Updated
Use the order page or email info@toothfairy.network. Say which order and step need help. The Terms say you can cancel before the Proof goes to print. At that point, you can get a full refund. The Terms say the order cannot be refunded once printing starts. If the print is damaged or wrong, there is a separate route for a free new copy.
Start here
Keep the order note and any reply in one place. That makes the next message easier to write if you need more help.
Start with the problem you need solved
Is the name or picture wrong? Has the parcel not arrived? Is the parent code not opening the gift you expected? Are you asking to cancel before printing?
Choose one clear subject for your message. Give the order number and a short note of what happened. You do not need to send every family detail at once.
Keep private keys and full card details out of the message. If you send a screenshot, hide codes and details that are not needed for the problem.
If you need to cancel
The current Terms direct you to use “Cancel and refund” on the order page or email before the Proof goes to print. If timing matters, state that the first request is to stop printing.
A sample message is: “Please cancel order __ if it has not gone to print. I am asking for a refund under the current cancellation terms. Please confirm the order status.”
The request is not the same as a confirmed cancellation. Keep the reply that says what happened to the order and payment.
If the printed Proof is damaged or wrong
The Terms say to email within 30 days with a photo if it arrives damaged or misprinted. The stated fix is a free new printed copy.
Show the print problem clearly. You can cover private codes or names that are not needed to see it. Include when it arrived and which part is wrong.
For example: “Order __ arrived on __. The printed message is cut off. Here is a photo of that area with the private code hidden. Please tell me the reprint steps.”
If delivery is taking longer
Check which address and delivery choice were used. The current site gives estimates of about one week in the US and two weeks in Canada. They are not guaranteed arrival dates.
Ask for the current delivery status rather than starting a second order. A clear note is: “Could you check delivery for order __? It was placed on __ and is going to __.” Use only the address details support needs.
If the digital step is unclear
Say whether the issue is acceptance, deposit timing or key access. Those are separate steps. The printed Proof arriving does not show that every digital step is complete.
Tell support which screen you reached and what you expected to see. Do not send the key. Ask what the next verified step should be.
If you want private data removed
Use the Privacy page for that request. Removing a private photo, closing an account and changing a public blockchain record are different matters. Do not assume a support request has finished all three.
Keep the live Terms as the policy source. This guide helps you write a clear request. It does not add to the refund rules.
A short message you can copy
My order number is __. I placed it on __. I need help with __. I expected __, but I saw __. Please tell me the next step and whether you need any more details.
Keep a copy of what you sent. If you follow up, reply to the same thread where you can. Say what has changed since the first note. A second short message with the order number is more useful than starting again with a long new story.
