Frequently Asked Questions
SHOPPING
- How do I purchase a product online?
- What forms of payment may I use?
- Is it safe to use my credit card online?
- How do you calculate U.S. sales tax?
- Can I receive a price adjustment for store-bought items online?
SHIPPING
- Do you ship to P. O. Box addresses?
- How soon will my purchase arrive?
- Do you ship outside of the U.S.?
- How do you calculate shipping?
- How soon will my order arrive at a military address?
How do I purchase a product online? Back to top Λ
On our home page is a list of product categories (such as Greeting Cards and Gifts). Pick one and you'll see a selection of specific product types (like Birthday Cards, Anniversary Cards, and the like). Click on one of these to find an array of product images.
To learn more about a product, click on its image. You’ll find a complete description as well as a list of other products that complement it. Want to purchase the product? Select the quantity of the product you desire and then click on “Add to Cart.” We’ll guide you from there.
Once you’ve completed our simple online order form, providing shipping and billing information and a credit card number, we’ll provide you with an order number and send you a confirmation email. Please jot down your order number or print out the email and keep it in a safe place. You can use the number to track your order through our online system or over the phone with Customer Service.
What forms of payment may I use? Back to top Λ
We accept American Express, Discover, MasterCard, and VISA. Your credit card will not be charged until the item has shipped.
Is it safe to use my credit card online? Back to top Λ
Yes. Our security system prevents unauthorized access to confidential information whether you are online or off-line.
We use state-of-the-art software to encrypt your credit card numbers and personal information automatically while they are in transit over the Internet, preventing a third party from viewing this information. The instant you reach our checkout page, your browser should indicate that you have entered our secure shopping zone. Each web browser offers a different security indicator—please refer to your browser’s help section to learn more.
An internal security system, known as a firewall, protects information about you stored in our computer from being viewed by a third party. Information access is restricted within our offices as well. It is viewable only by employees who need the information to perform a specific job (such as a billing clerk or customer service representative), and protected by random password.
Do you ship to P. O. Box addresses? Back to top Λ
We are able to ship to post office boxes within the contiguous United States, but unfortunately we are unable to ship to post office boxes outside of the contiguous United States, including Alaska, Hawaii, the U.S. territories and Canada.
How soon will my purchase arrive? Back to top Λ
For regular delivery to U.S. addresses, please allow 7 to 10 business days for items to arrive. For delivery to Canadian addresses, please allow 10 to 14 business days for items to arrive. All deliveries are made Monday through Friday, between 9:00 a.m. and 5:00 p.m. Orders placed by 12:00 p.m. Central Time, Monday through Friday, can be shipped by express delivery in 2 to 3 business days within the U.S. for an additional cost. For some items, it may be possible to ship the next business day for an additional cost.
Custom printed items may take longer to ship due to the increased processing and production time. We do not currently deliver on weekends or holidays.
Orders selecting the Standard shipping option will be sent via UPS Ground or UPS SurePost depending on the weight of the package. When shipping via UPS SurePost, UPS will deliver the shipment to the post office nearest to the final destination and the order will ultimately be delivered by the USPS. All orders selecting Express and Overnight shipping options will ship via UPS.
Do you ship outside of the United States? Back to top Λ
Yes, we are currently shipping to Canada. Unfortunately, we do not ship to any addresses outside of Canada and the United States.
How do you calculate shipping? Back to top Λ
To simplify shipping and handling charges, we organize costs by the dollar amount of your order before discounts are applied. Note that these charges apply per individual address.
Orders placed by 12:00 p.m. Central Time, Monday through Friday, can be shipped by express delivery in 2 to 3 business days within the U.S. for an additional cost. For some items, it may be possible to ship the next business day for an additional cost if placed by 12:00 p.m. Central Time. We do not deliver on weekends or holidays.
Shipping Rates for U.S. Addresses
| ORDER SUBTOTAL |
STANDARD | EXPRESS | OVERNIGHT |
|---|---|---|---|
| $0.00 - $15.99 | $3.50 | $11.50 | $19.50 |
| $16.00 - $29.99 | $4.50 | $12.50 | $20.50 |
| $30.00 - $49.99 | $5.50 | $13.50 | $21.50 |
| $50.00 - $74.99 | $7.50 | $14.50 | $23.50 |
| $75.00 - $99.99 | $8.50 | $16.50 | $24.50 |
| $100.00 - $159.99 | $12.50 | $19.50 | $27.50 |
| $160.00 - $199.99 | $13.50 | $21.50 | $32.50 |
| $200.00 - $249.99 | $15.50 | $23.50 | $33.50 |
| $250.00 - $299.99 | $18.50 | $25.50 | $36.50 |
| $300.00 - $349.99 | $21.50 | $28.50 | $39.50 |
| $350.00 - $399.99 | $24.50 | $31.50 | $42.50 |
| $400.00 - $449.99 | $27.50 | $34.50 | $45.50 |
| $450.00 - $500.00 | $30.50 | $39.50 | $48.50 |
| $500.01 - and Up | 10% of subtotal |
11% of subtotal |
12% of subtotal |
Shipping Rates for Canadian Addresses
| ORDER SUBTOTAL |
STANDARD |
|---|---|
| $0.00 - $24.99 | $10.00 |
| $25.00 - $49.99 | $12.00 |
| $50.00 - $99.99 | $18.00 |
| $100.00 - $149.99 | $23.50 |
| $150.00 - $199.99 | $30.50 |
| $200.00 - $249.99 | $33.50 |
| $250.00 - $299.99 | $37.50 |
| $300.00 - $349.99 | $41.50 |
| $350.00 - $399.99 | $46.50 |
| $400.00 - $449.99 | $50.50 |
| $450.00 - $499.99 | $55.50 |
| $500.01 - and Up | 11% of subtotal |
How soon will my order arrive at a military address? Back to top Λ
Due to the unique transportation and handling requirements necessary for shipping to a military APO/FPO/DPO address, the delivery time for standard shipments can vary between 15-30 business days. Please note as well that once a parcel is handed off to the military postal service, the parcel can no longer be tracked. If your order has not been delivered within this time frame, please contact Customer Service for assistance.
How do you calculate U.S. sales tax? Back to top Λ
The amount of sales tax charged depends upon many factors, including the type of item purchased, and the destination of the shipment.
If an item is subject to sales tax in a state or province to which it is shipped, tax is generally calculated on its total selling price. In accordance with state & provincial tax laws, the total selling price of an item generally includes item-level shipping & handling charges and discounts.
The tax rate applied to your order will generally be the combined state and local or provincial rate for the address where your order was shipped. Therefore, the sales tax rate applied to your order may be different for an order shipped to your home address than it is for an order for the very same items shipped to your work address.
Estimated Tax
Many factors can change between the time you place an order and the time your order is shipped. Therefore, the amount appearing on your order may differ from the sales taxes ultimately charged. For example, tax law changes may occur between order placement and credit card charge authorization that could result in an increase or decrease in taxes charged.
Can I receive a price adjustment for store-bought items online? Back to top Λ
No, we do not match pricing between items sold at brick & mortar stores and items sold online. Just as well, in-store sales and promotions do not apply online, and vice a versa.
What is your guarantee & return policy? Back to top Λ
We will accept returns for merchandise within 60 days of purchase. With a receipt, we offer a refund in the same manner in which the original sale was made for items returned. Credit will be issued on charge sales. All items must be returned in new condition with original packaging and contents. Items cannot be returned without a receipt. Sale merchandise is not returnable for exchange or refund. Price adjustments will not be honored.
How would I return an item? May I return it to a store? Back to top Λ
Merchandise cannot be returned to retail stores for a refund. To return an item by mail, please repackage it, enclose the packing slip and send it back to us. We recommend using an insured, trackable shipping method. If you do not have the packing slip, please enclose a note with your name, billing address, order # and order date. You will be responsible for any return shipping charges. If your order was shipped to a Canadian address, please see our Return Policy for Canadian Orders.
Our return address is:
Papyrus Customer Returns Department
300 Oak Bluff Lane
Goodlettsville, TN 37072
We will refund or credit the value of the item, including taxes. Shipping charges are not refundable.
How can I contact Papyrus? Back to top Λ
Papyrus is dedicated to providing our customers with a superior level of service. If you have a question, comment, or suggestion, we’d love to hear from you. Please see below for the ways in which we can assist you. Be sure to include your email address if you’d like a reply. Please allow 24 to 48 hours for a response. We are unable to respond to media inquiries or soliciting.
Customer Service
By email:
customerservice@papyrusonline.com
By phone:
1-800-789-1649
By mail:
Attn: Papyrus Customer Service
300 Oak Bluff Lane
Goodlettsville, TN 37072
U.S.A.
Hours:
9am to 6pm Eastern Time (6am to 3pm Pacific Time)
Monday through Friday
How do I submit artwork for portfolio review? Back to top Λ
Thank you so much for your interest in PAPYRUS. We would be happy to review your creative designs/ideas if you would kindly follow our Artist/Writer Submission Guidelines as outlined below.
To submit artwork, photography or text ideas for review, please send color copies or printed materials only. Please make sure to mark each submission with your name and contact information. Also please indicate the product category of your creative submission such as Cards, Wrap, Gifts etc.
Please do only submit samples of your designs, and not portfolios. If we are interested in your designs, you will be contacted and asked to submit a portfolio for additional review.
Do not send original works of any kind since unsolicited samples will not be returned.
Please send your artist submissions to:
Schurman Retail Group
Attn: Product Development
500 Chadbourne Road
Fairfield, CA 94533
Is my privacy protected online? Back to top Λ
We are committed to protecting your privacy. Although we collect standard data about our customers online, we will not sell or trade your personal information. For more information see our Privacy Policy.
What information do you collect and how do you use it? Back to top Λ
When you purchase a product online, we ask for your name, mailing address and phone number, and your credit card number and its expiration date in order to complete your order (and to contact you should anything go awry). In some cases, we may use this information to personalize your future experience with PAPYRUS. If your zip code tells us you live near one of our stores, for instance, we may notify you about an upcoming event that you may want to attend. Of course, we will remove you from our email list immediately if you do not wish to be contacted.
Our security system prevents unauthorized access to confidential information whether you are online or off-line.
We use state-of-the-art software to encrypt your credit card numbers and personal information automatically while they are in transit over the Internet, preventing a third party from viewing this information. The instant you reach our checkout page, your browser should indicate that you have entered our secure shopping zone. Each web browser offers a different security indicator—please refer to your browser’s help section to learn more.
An internal security system, known as a firewall, protects information about you stored in our computer from being viewed by a third party. Information access is restricted within our offices as well. It is viewable only by employees who need the information to perform a specific job (such as a billing clerk or customer service representative), and protected by random password.
Does your site use “cookies?” Back to top Λ
Cookies are text files stored by your web browser on your computer. Our cookies contain no personal information, just a number which identifies you. Using this code number, we can recall, for instance, your user name, or the selections you’ve made in your shopping cart but have not yet purchased. You’ll need to allow first-party cookies from Papyrus in order to complete transactions on our site.
Do you gather other information on customers in general? Back to top Λ
Yes. We use Internet Protocol addresses and cookies to analyze trends, track the movement of anonymous customers from one part of our site to another (in an effort to improve the way we present information and discover any problems people may have in using our site), and gather broad demographic information for aggregate use. This way, we can ensure that the products we are presenting to our customers are items they are interested in learning about and purchasing. In all cases, the information is gathered and tracked using code numbers, not your name, and it remains our property, not to be shared with any other party.
CANADIAN ORDERING
What exchange rate is applied to my order? Back to top Λ
The total amount due on your order will be shown and processed in US Dollars, and your credit card company will apply the currency conversion to Canadian Dollars at their exchange rate when your credit card is charged.
How will my order ship and how can I track my order? Back to top Λ
Your order will be shipped via UPS Standard/Canada, and the estimated transit time is 10-14 business days. Once your order has been processed and shipped, you will receive a shipping confirmation email that will include a UPS tracking number for your shipment. Your order can be tracked once it has cleared our International Facility. Please allow 4-6 days for the tracking information to become available. Unfortunately, express shipping to Canadian addresses is not available at this time.
How do you calculate shipping & handling costs? Back to top Λ
To simplify shipping and handling charges, we organize costs by the dollar amount of your order subtotal before discounts are applied.
Shipping Rates for Canadian Addresses
| ORDER SUBTOTAL |
STANDARD |
|---|---|
| $0.00 - $24.99 | $10.00 |
| $25.00 - $49.99 | $12.00 |
| $50.00 - $99.99 | $18.00 |
| $100.00 - $149.99 | $23.50 |
| $150.00 - $199.99 | $30.50 |
| $200.00 - $249.99 | $33.50 |
| $250.00 - $299.99 | $37.50 |
| $300.00 - $349.99 | $41.50 |
| $350.00 - $399.99 | $46.50 |
| $400.00 - $449.99 | $50.50 |
| $450.00 - $499.99 | $55.50 |
| $500.01 - and Up | 11% of subtotal |
How is tax & duty calculated for Canadian orders? Back to top Λ
Duty is included in the cost of shipping & handling. The tax rate applied depends on the shipping address of the order. We will collect and remit the Harmonized Sales Tax for orders shipped to residents of the following provinces: British Columbia, Ontario, Newfoundland and Labrador, New Brunswick and Nova Scotia. We will collect and remit Provincial Sales Tax for orders shipped to residents of the Province of Import only (Ontario), therefore residents of the provinces of Manitoba, Prince Edward Island, Quebec and Saskatchewan will have to self-assess with their respective Provincial Government for direct payment of PST owing.
