Have questions?

We've got you covered

Click on some of the most frequently asked questions below to see if we have your answer.

Questions about your 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).

If you selected a trackable shipping method at checkout, your shipping notification email will provide a link to track your order.

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.

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.

We often run promotions on different products, but as these change frequently you need to check the home page of the website to see what public discounts are currently live.

We offer bundle deals on related products where you can save money on the total order by purchasing multiple products; these bundles can be found on the product page below the main description.

We also offer free shipping over certain limits, you can see that on the home page or by going to the Shipping Information.

Finally, we often send our subscribers special exclusive offers by email, so make sure you are part of that club by signing up for free at the bottom of any page.

Questions about shipping

Your shipping cost will display at checkout after you add your address but here is a breakdown:



Letter Mail: No tracking - FREE withing Canada and USA

Other shipping options will be shown at checkout

BUNDLES (More than 10 Episodes/order)

Free Standard tracked shipping within Canada and USA.

Faster options will be shown at checkout.



Letter Mail: No tracking - FREE (3-10 days)

Faster tracked options will be shown for single episodes at checkout.

BUNDLES (More than 10 Episodes/order)

Letter Mail: No tracking - FREE (2-8 days)Express: With tracking - $5-$17 depending on province (1-3 days)


1-8 Episodes

Letter Mail: No tracking - $1.70-$4.40 (5-21 days)Standard: No tracking - $11.40 (6-10 days)

9-14 Episodes

Letter Mail: No tracking - $1.70 (5-21 days)Standard: No tracking - $11.40 (6-10 days)

More than 10 Episodes

Letter Mail: No tracking - FREE (5-21 days)Express: No tracking - $6 (6-10 days)

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.

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 contactinfo@theescapemail.comto enquire.

Please note: If you selected a shipping method without tracking, we cannot provide you with a tracking number, but here are some estimated shipping times:

- Within Alberta: 2-5 business days

- Within Canada: 4-6 business days

- Within USA: 5-14 business days

- International: 7-15 business days

These are the advertised delivery times by Canada Post, however they are not guaranteed, please only contact us if it has been at least 2 weeks since your order has shipped.

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.

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.

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.

Questions about returns and 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.

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.

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.

If your order hasn't shipped yet please contact us at info@theescapemail.com, and let us know what you want to exchange it for.

If it has already shipped, we cannot switch one product for another.

questions about Subscriptions

Yes! If you are buying escape mail as a gift and want to change the address half way through the season, no problem. At checkout, simply set your shipping address to the first location, then when you want it to change, give us a call or email us with the new address and order number.

If you bought escape mail for yourself and you DID create an account, you can just log in and edit your address in your profile.

A Subscription is a monthly payment for a monthly / bi-weekly delivery, which you can cancel at any time. A Binge Bundle is a 1-time payment for 12 episodes delivred all at once inside the box you see in pictures.

Questions about ESCAPE MAIL

Each episode is a little different but generally speaking there are two main differences between Beginner, Standard, and Expert:

1. The flow card is not included in the Expert version (with the exception of one Episode)

2. Some puzzles are more obvious (for example, more explainer text, or red circled items etc) in the easier variations.

If you've never played an escape room before, we recommend starting with the Beginner version. If you've played a few before, then the standard version is a safe bet. If you're a puzzle junkie, then you'll definitely want the Expert version.

And remember, each puzzle we make comes with helpful clues on our /hints page. Therefore, anyone is able to complete any level of difficulty, making #EscapeMail a great team activity.

Each episode in Season 1 can be completed by itself without using any of the materials from any other episode, however the overall story after episode 1, may be less clear if you aren’t playing each episode in order. If you’re curious, start with episode 1 as it can be best enjoyed on its own. We will be releasing standalone adventures in the future!

Depending on the amount of hints you choose to look at, it can range widely, but expect anywhere from 1-2 hours on average, with episodes 10 and 12 taking 3 hours each.

Like any escape room, our puzzles are best solved in small groups. 2-4 people can gather around the items in the package and solve together. If you have more people in your group, you might want to consider buying more than 1 copy, so each person has an asset in hand.

Yes! You will see the 4th piece in another episode but you only need 3 to solve this one ;)

For the most part, yes! All our videos are hosted on YouTube which supports subtitles. However, in 1 or 2 episodes there are audio files without subtitles.