FAQ
Users

1. If I choose the Special Moment options, will my letters still be mailed to the recipient?
Yes! If you type up your letters, we will print them off and mail your recipient a physical copy.
2. I want to add another letter or remove a letter from my current bundle. Is that possible?
You can add additional letters at any time. Simply add a new bundle to your basket and start writing. If you need to remove a letter from your bundle, please contact us directly at companion@heavenly-messenger.com.
3. I have no idea what to write! Where do I start?
Starting a heart-felt letter can be difficult. If you need some inspiration, take a look at our sample letters on the Buy Moments page.
1. Who should my account guardian be?
Your account guardian should be someone you trust and who has a relationship with your letter recipients because it is their role to keep us informed on your recipient’s address and event dates, as applicable.
2. Do you contact my account guardian or should I?
We will send your appointed account guardian a welcome email prompting them to create an account with Heavenly Messenger. However, we strongly recommend talking with your account guardian before adding them to your account. It means a lot more coming from you than it does from us, and if they have a heads-up, it makes the sign-up process much easier for them.
3. What happens if my account guardian is unavailable?
We will send your account guardian reminder emails every 6 months to help them remember to keep the recipient’s information up to date. If it comes time to mail your letter and we cannot get ahold of your account guardian, we will also attempt to contact your recipient in order to get their current address. If we cannot contact either your account guardian or the recipient, we will mail your letter to the latest address recorded on our website.
1. How do you know where to send the letter?
The role of your account guardian is to keep tabs on your recipient and provide us with an updated address every 6 months so your letter will be sent to the right place. In most cases, we recommended letting the recipient know that a letter is coming. This helps ensures that the letter makes it to them without delay because they can notify us of any change of address.
2. How can I be certain that my recipient will receive the letter?
We store a physical copy of your letter(s) until your chosen date arrives. We touch base with both your account guardian and the recipient to ensure we still have the best mailing address and then mail your letter(s) a couple of days before your chosen date.
1. I created an account but forgot my password - how do I reset my password?
Go to the login page of the Heavenly Messenger website and click on the “lost your password” button. Then, follow the prompts to reset your password to something you will easily remember without it being easily guessed.
2. I’m a new user. Do I have to register for an account?
Before you can finalize your Heavenly Messenger purchase, you will be required to create an account with us. If you are concerned about what information we collect and store, please read our Privacy Policy here.
3. Something has gone wrong and my account isn’t working. Can you help?
If you need help with your Heavenly Messenger account, please send us a message through the Contact Us page of our website.
1. How do you send out my letters?
We mail all our stationary bundles and client letters through Canada Post’s regular post. If you require a tracking number on your letter, please send us an email at companion@heavenly-messenger.com.
2. I requested a written bundle but haven’t received my paper yet. What do I do?
Packages will arrive based on the shipping method you chose at checkout. Please allow extra time for deliveries to non-major urban centers (locations without a Canada Post processing facility) as well as northern regions and remote areas. Shipping times may also be impacted by weather conditions. If you only placed your order a couple of days ago, please be patient with us! Most stationary orders take 3 to 5 business days to ship, and then an additional 2 to 5 days to ship. If you still have issues, please give us a call at 1-403-307-8401.
3. What happens if my letter gets returned when you mail it to the recipient?
We make every effort to get your recipient’s updated mailing address. If your letter gets returned due to an incorrect address we will contact your account guardians to get an updated/correct mailing address. If we cannot get an updated/correct mailing address, we will attempt to contact the recipient ourselves.
4. How do I find my tracking number?
When your order ships, you will receive one or more emails with the tracking number(s) for your package(s). You can also find tracking numbers in your order history when you login to your accounts.
Account Guardian

1. I’ve been asked to be an Account Guardian. What does this mean?
An Account Guardian is tasked with helping keep our records up to date with a letter recipient’s address so we can make sure they receive their letter on time.
2. What happens if I don’t want to be an Account Guardian anymore?
If you need to remove yourself as an Account Guardian, please contact us at 1-403-307-8401.
3. The date of an event has been changed. How do I let you know?
You can update all of the event information on our website by logging into your Account Guardian account.
1. What happens if I lose touch with the recipient?
We will email you reminders every 6 months to help you remember to touch base with the recipient. If you have completely lost touch with the recipient for some reason, please let us know so we can attempt to contact them directly.
2. What happens if I forget who the recipient is supposed to be?
You can review the recipient’s and letter’s information at any time by logging in to your Account Guardian profile on the Heavenly Messenger website.
3. The recipient moved. How can I change their information?
You can update this information at any time by logging into your Account Guardian profile on our website.
1. Can I unsubscribe from reminder emails?
If you would like to unsubscribe from reminder emails, please contact us by email at companion@heavenly-messenger.com
2. What happens if I forget who the recipient is supposed to be?
If you forget who the recipient is supposed to be, all you have to do is login to your account guardian profile. Here you will see who the recipient(s) are.
You can update your personal information by logging into your profile on our website and going to the settings.
3. My username or password doesn’t seem to be working. What do I do now?
You can reset your password through the login page on the Heavenly Messenger website by entering your email.
Recipients

1. Can I track the status of a letter?
When your order ships, you will receive one or more emails with the tracking number(s) for your package(s). You can also find tracking numbers in your order history when you login to your accounts.
2. How long does it take to receive a letter?
Letters will arrive based on the shipping method you chose at checkout. Please allow extra time for deliveries to non-major urban centers (locations without a Canada Post processing facility) as well as northern regions and remote areas. Shipping times may also be impacted by weather conditions.
3. Can I cancel my order?
Unfortunately, once an order has been placed, it cannot be cancelled or changed because we begin processing it immediately.
4. The date of my event has changed. How do I let you know?
You can update all of the event information on our website by logging into your Account Guardian account.
1. I am moving. How do I update my information?
You can update your information on our website by logging into your account.
2. I was just told I am receiving a letter and need to create an account. How do I start?
Click the “person” icon at the top right of the page or click here to be redirected to the account creation page. You can login or create an account here.
3. I am already registered as a recipient but can’t seem to access my account. Can you help?
Try resetting your password through the login page on the Heavenly Messenger website by entering your email. If the problem persists, please email us or call us at 1-403-307-8401.