Shipping & Refund Policy
The Business of Hope — hopeassessment.org
Effective date: July 13, 2026
Last updated: July 13, 2026
1. Overview
This Shipping & Refund Policy explains how we ship the physical products we sell (stickers, signed books, and team packs), how long it takes, what to do if something goes wrong, and how refunds work — including for our coaching and cohort services.
This Policy is part of our Terms and Conditions. If anything in a specific written order or organizational-pilot agreement conflicts with this Policy, that written agreement controls for that order.
We're a two-person partnership. We ship from home in Covington, Indiana. We answer every email personally. If anything ever goes wrong with your order, please email us first — we can almost always resolve it in a day or two.
2. Where we ship
- United States — all 50 states, including Alaska, Hawaii, and U.S. territories (P.O. boxes, APO/FPO, and military addresses welcome).
- Canada — yes. Note that additional customs, duties, or taxes may be charged by Canadian authorities on delivery; those are your responsibility, not included in our shipping charge.
- Other countries — not available through our shop at this time. If you're outside the U.S. or Canada and want to order, email matt@hopeassessment.org and we'll try to arrange something.
3. Handling and shipping time
3.1 Handling time (how long before we ship)
We ship orders within 3 business days of purchase. Business days are Monday through Friday, excluding U.S. federal holidays.
Larger orders may take longer:
- 50-pack sticker Unit Packs, Founders Sets, and Case Packs — allow 3 to 5 business days to prepare.
- Co-branded or custom-artwork orders — turnaround is typically 10–14 business days after we receive your approved artwork.
- Signed and personalized books — the same 3-business-day handling time applies; if you request a specific long inscription, we may need an extra day.
3.2 Transit time (how long the carrier takes)
Once shipped, standard delivery is:
- U.S. Mainland — typically 3 to 7 business days
- Alaska, Hawaii, U.S. territories, APO/FPO — typically 7 to 14 business days
- Canada — typically 7 to 14 business days plus any customs processing time
These are USPS estimates. Actual times may vary because of weather, holidays, carrier delays, and customs. We can't guarantee a specific delivery date.
3.3 Total time to expect
For a typical U.S. mainland order: 6 to 10 business days from purchase to delivery. Bulk and custom orders take longer. We'll email you a tracking number when your package leaves.
4. Shipping cost
- Standard U.S. shipping — included in the price of every product we sell (free shipping).
- Canada shipping — a small international shipping surcharge is added at checkout.
- Duties, taxes, and customs fees (Canada only) — not included; charged by the destination country and payable by you on delivery.
If a product page mentions "free shipping," that means free standard shipping to the U.S. Canadian orders always show the surcharge before checkout.
5. Order confirmation and tracking
- Right after you order, you'll receive an order confirmation email from our shop (via GoDaddy Online Store).
- When your package ships, you'll receive a shipping confirmation email with a tracking number and a link to track it.
- If you don't see either email, check your spam folder first. If it's still missing, email matt@hopeassessment.org with the name and email you used to order.
6. Damaged, lost, or missing shipments
We stand behind every order. If any of the following happens, we'll make it right — no shipping the item back required unless we ask.
6.1 Package arrived damaged
Email matt@hopeassessment.org within 7 days of delivery with:
- Your order number
- A photo of the damaged item and the packaging
- Whether you'd prefer a replacement or a full refund
We ship a replacement or refund within 5 business days after we confirm the damage.
6.2 Package hasn't arrived (lost in transit)
If tracking shows your package hasn't arrived 14 business days after it shipped (28 business days for Canada or APO/FPO), email us with your order number. We'll open a claim with USPS and either reship or refund at your choice.
6.3 Wrong item or missing item
If we sent you the wrong product or your order is missing an item you paid for, email us with your order number and a photo of what you received. We'll ship the correct item or missing item at our cost — no need to return the wrong one unless we ask.
7. Returns and refunds — physical products
You have 30 days from delivery to request a return or refund on physical products, under the terms below.
7.1 Stickers
- Defective or damaged on arrival — full refund or free replacement (see Section 6.1). No need to ship back.
- Changed your mind — because stickers are low-cost and typically applied right away, we don't accept returns for buyer's-remorse reasons on stickers. If you truly can't use them, email us and we'll try to work something out (usually we ask you to gift them to a colleague and we'll offer a store credit toward a future order).
7.2 Books (signed and personalized)
- Damaged on arrival — full refund or free replacement (see Section 6.1). No need to ship back.
- Changed your mind — signed books are non-returnable because they're personalized and can't be resold. If a signed book arrives without a signature or is missing a requested personalization, we'll fix it.
- Books (unsigned, if we ever offer them) — returnable within 30 days of delivery if returned in unused condition. Return shipping is your responsibility. Refund is issued within 5 business days after we receive the returned book.
7.3 Bundles and team packs (Founders Set, Team 10-Pack, Unit Starter Kit, Case Pack)
- Damaged or defective — full refund or replacement of the damaged component. No need to ship back.
- Changed your mind, unopened — return within 30 days of delivery in original condition. Return shipping is your responsibility. We refund the full purchase price within 5 business days after we receive the return.
- Changed your mind, partially used — we'll refund the value of any unused, unopened components at our discretion.
- Unit Starter Kit specifically — if you haven't scheduled the 20-minute kickoff call yet, we refund the full $199 minus the retail value of any items already shipped. If you've scheduled or completed the call, see Section 8.
7.4 Co-branded and custom-artwork orders
Custom co-branded packs are made-to-order and non-returnable and non-refundable once artwork is approved and production begins, except for defects or damage on arrival. We'll always send you an artwork proof for approval before we start.
7.5 Bulk / organizational orders
Bulk orders (100+ stickers, multi-unit programs, organizational pilots) are governed by the written agreement or order confirmation for that engagement. If that document is silent on returns, this Policy applies.
8. Refunds and cancellations — coaching, cohorts, and services
For Hope Debrief 1:1 sessions, Hope Lab cohorts, Unit Starter Kit kickoff calls, and other coaching or consulting services:
8.1 Before the session — cancellation and refund window
- Cancel or reschedule more than 24 hours before your scheduled session — full refund or free reschedule to any available slot.
- Cancel or reschedule within 24 hours of your scheduled session — no refund, but we'll offer one free reschedule. After that, additional reschedules or cancellations are non-refundable.
8.2 No-shows
If you don't show up to a scheduled session and haven't given us notice, we count the session as delivered. No refund is due.
8.3 Cohort programs (Hope Lab and similar)
Multi-week cohort programs have their own refund window, spelled out at enrollment. Typically:
- Full refund if you withdraw before the cohort's first session.
- 50% refund if you withdraw before the second session.
- No refund after the second session.
If the specific cohort's terms differ from this default, the enrollment agreement controls for that cohort.
8.4 Organizational pilots
Refund terms for organizational pilots are set in the written pilot agreement. In general, once a pilot is signed and kickoff is scheduled, deposits are non-refundable, but unused portions can be applied to a future engagement within 12 months.
8.5 If we cancel
If we ever have to cancel a session, cohort, or pilot on our end (illness, emergency, or otherwise), you'll receive a full refund or a reschedule at your choice.
9. How to request a refund or return
Email matt@hopeassessment.org with the subject line "Refund Request" and include:
- Your order number (in your order confirmation email)
- What you ordered and what's wrong (damaged, wrong item, changed my mind, etc.)
- A photo, if the item is damaged or wrong
- Whether you'd prefer a refund or a replacement
Our response time:
- We reply within 2 business days.
- Once we've approved the refund, it's processed within 5 business days.
- Your bank or card issuer may take an additional 3 to 10 business days to post the refund to your account.
Refunds go back to the original payment method used for the purchase. We don't issue cash refunds or refunds to a different card.
10. Cancellations before shipping
If you need to cancel an order that hasn't shipped yet, email us within 24 hours of ordering with your order number. If we haven't already prepared or shipped it, we'll cancel and refund in full.
If the order has already shipped, follow the return process above.
11. Address changes
If you entered the wrong shipping address, email us as soon as you notice — ideally within 24 hours of ordering. If we haven't shipped yet, we'll update it at no charge. Once the package has shipped, we can't reroute it, and any reshipping costs from a wrong address are your responsibility.
12. Chargebacks
Please contact us first if there's a problem — we resolve almost every issue within a few days. If you file a chargeback with your card issuer without giving us a chance to resolve it, we may:
- Suspend your account,
- Refuse future orders, and
- Provide the card issuer with the order records, shipping confirmation, and this Policy as evidence the transaction was legitimate.
13. Changes to this Policy
We may update this Policy from time to time. When we make material changes, we'll update the "Last updated" date at the top and, where required, notify you by email or a notice on the website. The Policy in effect at the time of your order applies to that order.
14. How to contact us
Matthew Harless, Partner
The Business of Hope (a general partnership of Matthew Harless and Ashley Chancellor)
909 Marion Ave
Covington, IN 47932
matt@hopeassessment.org
Please put one of the following in the subject line so we can route your request quickly:
- Order Question — before you order, or a general question about shipping
- Refund Request — return or refund on a physical product
- Damaged Order — package arrived damaged or wrong
- Missing Order — package hasn't arrived
- Session Cancellation — coaching, cohort, or Unit Starter Kit call
Copyright © 2026 The Business of Hope - All Rights Reserved.
Powered by GoDaddy
This website uses cookies.
We use cookies to analyze website traffic and optimize your website experience. By accepting our use of cookies, your data will be aggregated with all other user data.