Policies & Terms

Shipping Information

Physical cases are mailed to the shipping address provided at checkout. Customers are responsible for providing a complete, accurate, and deliverable mailing address, including any apartment or unit number. Velvet Hollow Archives is not responsible for delays, loss, or misdelivery caused by an incomplete or incorrect address supplied by the customer.

Shipping schedules and estimated mail dates may vary by case and will be shown on the website or in order communications when available. Estimates are not guaranteed delivery dates. Carrier delays, weather, holidays, and other circumstances outside our reasonable control may affect delivery.

Lost or incorrect orders

If tracking marks an order delivered but it cannot be located, or if the wrong order arrives, contact velvethollowarchives@yahoo.com promptly with the order name, order email, and relevant details. Customers should first check the delivery area, household members, neighbors, and the carrier when appropriate. We will review verified fulfillment errors and available delivery information to determine an appropriate resolution. Replacement of limited-edition materials is subject to availability.

Subscription & Cancellation Policy

The Velvet Hollow Archives membership costs $16.99 per month and automatically renews each month until canceled. By purchasing a membership, the customer authorizes the recurring charge shown at checkout using the selected payment method.

A membership may be canceled before the next renewal to stop future charges. Cancellation does not automatically refund an order that has already been charged, entered fulfillment, or been processed for mailing. Access to subscriber pricing or benefits may end when the membership ends. A $19.99 one-time Case 002 purchase is separate and does not enroll the customer in the recurring membership.

To cancel, open Stripe’s secure customer portal and sign in using the email address associated with the membership. Complete the cancellation before the next renewal date to stop future charges.

Manage or Cancel Membership

Refund & Replacement Policy

Because Velvet Hollow Archives products are limited-edition physical products, all sales are generally final. Refunds or exchanges are not offered for change of mind, accidental purchases, or dissatisfaction with the story, mystery, artwork, or other creative content.

Damaged items

If an order arrives damaged due to shipping or fulfillment, contact velvethollowarchives@yahoo.com within 7 days of delivery. Include the order name and email address, a description of the damage, and reasonable proof, including clear photographs of the damaged item and its packaging when applicable.

Once damage is verified, the damaged item will be replaced at no additional cost when inventory is available. If a limited-edition item is no longer available, an appropriate refund or other reasonable resolution may be provided. Minor printing differences, handmade assembly variations, paper texture, coloring variations, and other normal production characteristics are not considered damage.

Lost, incomplete, or incorrect orders

Contact us promptly if an order is lost in transit, arrives incomplete, or contains the wrong item. We may request tracking information, photographs, or other reasonable documentation before providing a replacement or other resolution. Customers are responsible for providing an accurate mailing address at checkout. Orders lost or returned because of an inaccurate address supplied by the customer may require additional shipping charges and may not be eligible for replacement if inventory is unavailable.

Subscriptions

Canceling a subscription stops future renewals but does not automatically refund an order that has already been charged or processed.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.

Privacy Policy

This Privacy Policy explains how Velvet Hollow Archives may collect, use, disclose, and retain information when customers visit the website, make a purchase, join a membership, contact us, submit a form, or join the Archives List.

Information we collect

We may collect a customer's name, email address, mailing or shipping address, order and subscription information, communications with us, information voluntarily submitted through forms, and information submitted when joining the Archives List. The website and service providers may also collect basic device, browser, cookie, usage, referral, and website interaction data.

How information is used

Information may be used to fulfill orders, mail monthly cases, manage subscriptions, provide customer support, send transactional order or shipping communications, maintain the website, prevent fraud or misuse, meet legal obligations, and send newsletters, case announcements, release reminders, and other marketing communications when the customer has opted in.

Payments and service providers

Payment information is processed by third-party payment processors such as Stripe. Velvet Hollow Archives does not directly store customers' full credit or debit card numbers. Information may be shared with service providers that help operate the website, process payments, manage email lists, fulfill and ship orders, prevent fraud, or provide other necessary business services. These providers may process information according to their own terms and privacy practices.

Velvet Hollow Archives does not sell your personal information to advertisers.

Cookies and website data

The website or its providers may use cookies and similar technologies needed for website operation, security, checkout, preferences, and basic performance or usage measurement. Browser settings may allow customers to limit cookies, though some features may not work properly without them.

Data security and retention

Reasonable administrative and technical measures are used to protect information, but no online transmission or storage system can be guaranteed completely secure. Information is retained only as reasonably needed for the purposes described here, including order fulfillment, customer support, recordkeeping, fraud prevention, legal compliance, and dispute resolution.

Children's privacy

The website and products are not directed to children under 13, and Velvet Hollow Archives does not knowingly collect personal information from children under 13. If such information is believed to have been submitted, contact us so it can be reviewed and deleted where appropriate.

Your privacy choices

Archives List members can unsubscribe from marketing emails at any time by using the unsubscribe link in an email. Transactional messages concerning orders or subscriptions may still be sent. Customers may contact us to ask about, correct, or request deletion of personal information, subject to identity verification and any information that must be retained for legitimate business or legal reasons.

Changes to this policy

This Privacy Policy may be updated as the business, website, or legal requirements change. The updated version will be posted here with a revised effective date. Questions or privacy requests may be sent to velvethollowarchives@yahoo.com.

Terms & Conditions

These Terms & Conditions govern use of the Velvet Hollow Archives website and purchases from Velvet Hollow Archives. By using the website or completing a purchase, the customer agrees to these Terms.

The experience

Velvet Hollow Archives is an immersive monthly fiction and mystery mail experience featuring original stories and themed physical materials. Stories may include fictional murder, mystery, gothic, suspense, supernatural, death, danger, and similar themes. Customers are responsible for deciding whether this creative content is appropriate for them or an intended recipient.

Membership and one-time purchases

The recurring membership is $16.99 per month and renews automatically each month until canceled. Customers authorize the applicable recurring payment when subscribing. Cancellation stops future renewals but does not automatically refund an order already charged or processed.

The $19.99 one-time Case 002 purchase is a separate, single purchase. A one-time purchase does not enroll the customer in the monthly membership and does not authorize future recurring membership charges.

Payments

Prices, shipping charges, taxes when applicable, billing frequency, and other checkout details are shown before purchase. Payments are handled through third-party processors such as Stripe and are also subject to the processor's applicable terms and policies. Orders may be declined or canceled when payment cannot be completed or fraud is reasonably suspected.

Shipping, availability, refunds, and replacements

Customers must provide a correct and complete shipping address. Shipping dates are estimates and may be affected by circumstances outside our reasonable control. Cases and individual materials are limited-edition and may sell out or become unavailable. Purchases are subject to the Shipping Information and Refund & Replacement Policy, which are incorporated into these Terms.

Intellectual property and personal use

Velvet Hollow Archives stories, characters, worldbuilding, artwork, case materials, clues, correspondence, branding, logos, designs, layouts, and other original content are protected by copyright, trademark, and other applicable intellectual-property laws. Purchase grants the customer a limited right to possess and enjoy the purchased materials for personal, noncommercial use only. No ownership of intellectual property is transferred.

Unauthorized reproduction, adaptation, resale of reproduced materials, scanning or digital distribution, public posting of substantial copyrighted materials, commercial copying, or other exploitation of Velvet Hollow Archives content is prohibited without prior written permission. This does not prohibit lawful resale of an original, lawfully purchased physical item where applicable law permits it.

Website use

Customers may use the website only for lawful personal purposes. Users may not interfere with website operation or security, attempt unauthorized access, misuse forms or checkout, introduce malicious code, scrape or copy protected content at scale, impersonate another person, or use the website to violate another person's rights or applicable law.

Third-party services

The website may link to or rely on third-party services for payment, email, hosting, shipping, or other functions. Velvet Hollow Archives does not control those services and is not responsible for their independent content, availability, terms, privacy practices, or acts, except to the extent responsibility cannot legally be excluded.

Disclaimers and limitation of liability

The website and creative experience are provided on an “as available” basis. To the maximum extent permitted by law, Velvet Hollow Archives disclaims implied warranties not expressly required by law and is not liable for indirect, incidental, special, consequential, or punitive damages arising from website use or purchased creative content. To the maximum extent permitted by law, any aggregate liability relating to a purchase will not exceed the amount paid for the order giving rise to the claim. Nothing in these Terms excludes or limits liability or consumer rights that cannot legally be excluded or limited.

Changes to these Terms

These Terms may be updated to reflect changes in the website, products, business practices, or applicable requirements. Updated Terms will be posted on this page with a revised effective date. Changes apply prospectively unless applicable law requires otherwise.

Questions may be sent to velvethollowarchives@yahoo.com.