Will I get a notification for my order?
Yes, you will receive an email to the address you provided on checkout when your order is fulfilled with a tracking number (if available on your shipping method).
How can I track my order?
If you selected a trackable shipping method at checkout, your shipping notification email will provide a link to track your order.
What should I do if I receive the wrong item?
Send us an email at info@theescapemail.com with your order ID and a summary of the problem.
What should I do if I receive a damaged item?
Send us an email at info@theescapemail.com with your order ID, a summary of the problem and at least 1 image of the damage to confirm the state of the product. We will then assess and issue either a refund or a replacement product – whichever you prefer.
I think I may have been charged incorrectly.
If you think you have been charged incorrectly after placing an order, send us an email at info@theescapemail.com with your order ID and the problem, and we will sort it out.
Do you have any discounts or special offers?
What is the cost of shipping?
UNITED STATES
SUBSCRIPTIONS AND SINGLE EPISODES (Less than 10 Episodes/order)
BUNDLES (More than 10 Episodes/order)
CANADA
SUBSCRIPTIONS AND SINGLE EPISODES (Less than 10 Episodes/order)
BUNDLES (More than 10 Episodes/order)
INTERNATIONAL
1-8 Episodes
9-14 Episodes
More than 10 Episodes
When will my order ship?
All orders are processed and shipped on the following business day. Some delays may occur during peak shipping times; if your payment method required approval; or if there is an unforeseen issue at the warehouse.
Where is my order?
Orders are processed and shipped on the following business day, and will arrive within the specified window. If the estimated shipping time has been exceeded, please contact info@theescapemail.com to enquire.
Why did my order ship late?
There are several reasons why an order may be delayed in shipping, including: delays during peak shipping times (Christmas, Father’s Day, etc); if your payment method required approval prior to clearing; or if there are unforeseen issues at the warehouse.
Why does my tracking information show "package waiting to be scanned"?
Sometimes tracking information shows as "not scanned" or "not left warehouse" if the shipping label is not scanned properly during fulfilment. If it has been more than 30 business days since the purchase date, contact us. We will track it down for you, refund the purchase or send you a replacement product at no charge.
I need my order by a certain date, can I get priority shipping?
All our shipping options are displayed on the checkout page. If you need alternate arrangements, contact us first and we will do our best to help.
I provided an incorrect or incomplete address at checkout, can I modify it?
AS SOON as you realize you have given us the wrong shipping information, contact us at info@theescapemail.com.
If you contact us and we receive your message before the order has been fulfilled, we can cancel / modify the order.
However, if we receive your message after the order has been fulfilled there is no way for us to retract or modify the shipment.
Please double-check your shipping address before completing your order.
Do you offer refunds?
YES - you'll love your ESCAPE MAIL products or your money back!
We stand behind our products. If for any reason you are not completely satisfied with your purchase, we offer a full refund less shipping.
Send us an email to info@theescapemail.com first to let us know why you are requesting a refund, and we will give you additional information from there.
We take all the risk out of ordering by offering an unmatched satisfaction guarantee.
We'll always do our best to take care of you.
100% SATISFACTION GUARANTEE!
What if my product arrives damaged?
If your product arrives damaged, send us an email at info@theescapemail.com
with your order ID, a summary of the problem and at least 1 image of the damage to confirm the state of the product. We will then assess and issue either a refund or a replacement product – whichever you prefer.
How are refunds processed?
If approved, your refund will be credited to the payment method used to make the original order. Alternate arrangements can be made if you contact us first.
Can I exchange one product for another one after purchasing?
No, we cannot switch one product for another after purchasing.
★ ★ ★ ★ ★
When I first opened this newspaper, I was a little overwhelmed with the information and confused about what to do with it that I almost looked up some hints. But when I got that "ah-ha" moment where I understood what I was supposed to do I realized just how brilliant this episode really is. This envelope was so well written and conceptually thought out, I felt like it was just speaking my language. Seriously, these just keep getting better and better. Whatever the electronic version of a standing ovation is- that's what I'm sending to you guys!
- Colin, Escape Mail Customer
★ ★ ★ ★ ★
Chapter 9 was by far the most challenging episode for me.... It's worth it, though, because the story is pretty awesome! What a cliffhanger! Please mail the next episode ASAP! I'm on the edge of my seat!
- Donna, Escape Mail Customer
★ ★ ★ ★ ★
We LOVED this experience! A perfect variety of puzzles for a fun afternoon - it's amazing how much content is put into a regular envelope :) These escapes are so well done. I'm blown away every time.
- Noemi, Escape Mail Customer
★ ★ ★ ★ ★
This was awesome! Such a great thing to do with the roommates while we are all stuck at home. Challenging yet very satisfying when we figured something out.
- Gregory, Escape Mail Customer
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