Please check our FAQ for more info about your particular questions.
GENERAL
• Most of our products are made to order for each customer and may differ slightly from shop displays. All items are created in a smoke-free, animal-free environment.
• Samples are sold as shown and may not be customized.
• Please make sure your address list is accurate. We are not responsible for lost or returned invitations due to inaccurate information.
• Editable templates and print ready PDFs of our designs are not available.
• Custom work is the property of Paper Truly and may be subject to resale.
• We are not responsible for orders that take longer than the proposed timeline due to lack of communication from the customer. Our deadlines are strict in order to serve all of our customers during their scheduled time in the best possible way.
PAYMENT
A 50% deposit or payment in full will book your order. Any outstanding balance will be invoiced after final approval of the design, and is due before shipment. A 9.25% sales tax will apply to Tennessee residents. All payments are run securely through Stripe.
PRODUCTION TIME
One full week for design plus one full week for production is required to complete most customized orders. Orders including a printed proof, foil stamping/letterpressing, or completely new custom designs may require an additional week or so for production. We schedule shipping dates so we can provide the highest quality of individual attention, however the shipping date may be an estimate depending on scheduling with the print shop we outsource to, on any given week. It’s important to plan your order with enough lead time to accommodate minor delays. Non customizable orders ship within 1-2 weeks as some products require scheduling time on our laser cutter among other scheduled orders.
RUSH ORDERS
We are not available for rush ordering. All orders require at least 2 weeks to prepare. We want to make sure you get all the attention your project needs! Cancelations or re-scheduled orders happen sometimes, so you may inquire about an earlier shipping date that may not be listed as Available.
ASSEMBLY
We offer full assembly on any design! With full assembly we will apply all postage (U.S. orders only) and stuff and seal everything but one as a keepsake so you can see your beautiful design. You may also opt for partial assembly if you’d like to do the finishing touches or seal them yourself. PLEASE NOTE: Designs using SATIN or JUTE TWINE embellishments around invites with printed envelopes will not be stuffed or sealed. The bulk of these tied ribbons may rub the outer envelopes when packed and shipped, and may affect the quality of the printed envelopes. We no longer offer final sealing and stuffing for these particular cases, noted in the description of products affected.
SHIPPING
We ship worldwide with USPS Priority Mail, (arrives in 2-3 business days for U.S. or 6-10 business days International) and USPS Express Mail (1-2 business days U.S. or 3-5 business days International). Some countries’ postal infrastructure is not reliable with USPS. In this case FedEx shipping rates will be invoiced separately. (So far we have found this to be the case with Mexico, United Arab Emirates, and South Africa.)
CUSTOMS FEES FOR INTERNATIONAL ORDERS
International orders may expect to pay import fees. These fees vary by country, and not every package may require a fee, as it is based on value and the receiving country’s import policies. Your local post office should be able to give you information about how much to expect to pay. Countries vary on this quite a bit, so if you are concerned, we encourage you to investigate prior to moving forward with your order.
PROOFING
All proofing is done via digital PDF. A printed proof is available upon request only for additional cost, and will add 1 week to your project timeline to allow for printing, shipping, and time for you to review in person. Your written approval (by email) of the final proof means you have carefully reviewed ALL details represented there, and authorize us to move forward with production of the order as shown. You will be responsible for any charges incurred by changes requested after the proof is approved.
REVISIONS
3 proofs are included with most customizable orders. Proof versions will be noted in file names. Please make sure Proof 1 is reviewed CAREFULLY with all interested parties.
ADDITIONAL PROOFING CHARGES
Please note that our deadlines are strict in order to serve all of our customers during their scheduled time, with the utmost individual care. Additional charges apply if:
• Revisions are required after “Proof 3”, at $20 for each additional proof.
• Approval to print is not received by the final approval date provided in the quote : $20 Late Approval Fee.
• The quantity for the order changes or other edits are requested AFTER the order has been approved and sent to printing : $20 Post-Approval Edit Fee.
Balances due in these cases will be updated to your order and invoiced via Stripe.
MAILING YOUR INVITATIONS
Your invites are special! With the enclosures, ribbon, and/or wax, these are not your average pieces of mail. We highly recommend taking your invitations inside the Post Office for hand canceling. It’s all about giving your invites the best chance of making it through the mail unscathed. In our experience, the postal service (in the US) does a fine job of delivering your invites with minimal marks and damage to the envelope. We use durable, flexible sealing wax and a special high-tack adhesive for our wax seals, along with commercial-quality tapes for any exterior ribbon embellishments.
Sometimes, though, things happen. Whether it’s a trip through a machine or rough handling, seals can get knocked off, ribbon can be frayed, and envelopes sometimes get marked up. We have sold tens of thousands of invitations that have been sent all over the world, and we will make your invitations to the same high standards. However, we are not responsible for how the postal service in your area decides to handle your invitations. If you are concerned about the condition of the invitation when it meets your guest, we recommend using outer envelopes to protect embellishments.
RETURNS OR REFUNDS
If you are not satisfied with your order, please let us know as soon as possible. Your satisfaction is of the highest importance to us! We are happy to do everything in our power to make your order right, as quickly as possible. Refunds are not permitted for customized orders that are completed and printed. If edits are needed for an approved and printed design, the customer is responsible for the necessary reprinting and shipping costs which will be invoiced separately. If a refund is available on your product, it will be issued via Stripe.
CANCELLATIONS
If you wish to cancel a paid order in which design or production HAS NOT begun, your payment will be returned in full via Stripe, minus a $50 cancellation fee ($75 for custom orders). If you wish to cancel a paid order in which design or production HAS begun, your balance will be returned via Stripe, minus the cost of time and materials already spent on your project.
THIRD PARTY CONVERSION TRACKING & PRIVACY POLICY
If you sign up for our mailing list, we’ll email you when we post new products and blogs. We like clean inboxes, and we will not spam you. All of our mailing lists require double opt-in, and you can update your preferences at any time.
We use conversion pixels for Facebook, Pinterest, and Google on the website, so you may see our products advertised in your feeds. However, we only see metrics and numbers, never people or their personal information.
We only collect personal information through our contact and order forms, and any personal information you do send us stays with us. We don’t sell information to third parties. Ever. Nor do we automatically add you to a mailing list when you submit a contact or order form.
You may request to have your information deleted from our records at any time.
QUESTIONS?
Please contact us at papertruly@gmail.com or we’re here on live chat M-F 9am-5pm EST!