Support / FAQ
Frequently asked questions
All questions
How do I contact you?
Email Support@dearholmes.com or send us a message. We reply to almost every weekday message within one business day.
How do Dear Holmes mysteries work?
Each mystery arrives as 3–4 clue letters, one at a time, followed by a letter from Holmes explaining the solution. Read each letter, keep notes, write down your own solution, then compare. See the how-to-play guide.
How do I get the podcast?
Active members get a private podcast with narrated recordings of each clue letter, plus episodes from past mysteries. Your feed is tied to the email you used at checkout. Get your podcast link.
How many letters are in a mystery, and how often do they come?
Most mysteries take about four weekly letters, so a two-mystery pack is roughly eight weeks of mail. We take letters to USPS every week, and First-Class Mail usually takes 4–6 business days, and a day or two more to the West Coast.
I missed a letter. Can I still solve it?
Each letter has clues you need. Go to Where is my letter?: it shows what we can see about your letters and, once a letter is overdue and the quick checks are done, lets you request a replacement of that exact letter.
A letter arrived damaged. What now?
Sorry about that. Go to Where is my letter?, choose “It arrived damaged or misprinted”, and add a photo. We’ll send a fresh copy right away.
When will my first letter arrive?
Your start date is when we begin preparing the first letter, not the day it arrives. It usually reaches the mailbox a week or two after the start date. See your start date or change your start month.
If I pause or cancel, will any more letters arrive?
Possibly. Any letters already in production will still go out, so one may arrive after you pause or cancel. Nothing new is started after that.
Can I get a refund?
A person reviews every refund request and we confirm by email. Use Request a refund, or I Accidentally Renewed and Cancel My Order for those specific cases. We’ll confirm by email, usually within one business day.
Who is it for? Do I need to know Sherlock Holmes?
It’s made for readers and puzzle fans aged 14 to 104. You don’t need to know any Sherlock Holmes stories. Many people solve together as a family or with a friend.
How does gifting work?
Choose a bundle and a start month, then enter the recipient’s address. Letters arrive addressed to them, and receipts come to you. The first mailing includes a welcome letter that introduces the gift.
Can the first letter arrive on a specific date?
No. Mail delivery times vary, and we take letters to USPS once a week. For a birthday or holiday, download our welcome letter to give in person.
Can I track my order?
Stamped First-Class Mail has no tracking number, but Where is my letter? shows what we can see: your start date and when letters were sent.
Do you mail internationally?
Yes. International First-Class Mail takes 7–21 days to arrive, and a modest international postage surcharge applies. You can switch to an international address yourself in Update my address.
Can you send letters to an APO/FPO/DPO or U.S. territory address?
Yes. Choose United States, then pick the territory or Armed Forces (AA, AE or AP) from the State list. These ship as domestic mail.
How fast does support reply?
Most things on this page finish instantly. Anything that needs a person usually gets a reply within one business day. If you don’t see it, check your spam folder.
I have an idea for a story
We’d love to hear it. Use Suggest a Mystery and we’ll pass it to our writers.