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.

Shipping costs vary depending on your location, the items in your order, and the shipping method you select. The exact shipping cost will be calculated and displayed at checkout after you enter your shipping address. Please note that shipping rates are subject to change.

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.

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.

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 delivery, which you can cancel at any time. A Bundle (or box set) is a 1-time payment for all episodes delivered all at once inside a box. A pre-paid subscription is a blend of the two; it features a single payment up front for monthly instalments of the episodes mailed individually.

Each game we make is a little different but generally speaking there is one key factor to help modify the difficulty of the game: The Flow Card.

With the exception of Shinobi, all our games come with a Flow Card (legacy editions of Family Secrets "Expert" do not either).

If you've never played an escape room before, we recommend starting with the Flow Card. Even if you have, the Flow Card can be a nice way to orient yourself to the puzzle. It tells you what to look at and in what order. This way you don't get completely off track.

If you've played a few of these games before, then you may want to flip the Flow Card face down.

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

We recommend starting with 1 of 3 options: either the first episode of Family Secrets, the first episode of Shackleton, or Shinobi. It really depends on which theme interests you most!

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.