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Frequently Asked Questions

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How do I purchase a product online?

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?

We accept VISA, MasterCard, American Express, Discover and PayPal. Unfortunately, we do not have the ability to accept gift cards as a form of payment at this time.

Your mode of payment will not be charged until your order has shipped, with the exception of custom printed orders. Since production begins immediately upon receiving your custom printed order, such items will be charged immediately after placement of the order.

How do you calculate sales tax?

The amount of sales tax charged depends upon many factors, such as the type of item purchased and the destination of the order 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 a different address.

Estimated Tax

Please note that certain factors can change between the time you place an order and the when the payment for the order is actually charged. Therefore, the tax appearing on your order may differ from the sales taxes ultimately charged. For example, changes to applicable taxes at the location of the shipping address may be implemented between the time of order placement and payment capture that could result in an increase or decrease in taxes charged.

Can I receive a price adjustment for store-bought items online?

We do not match pricing between items sold at brick & mortar stores and items sold online. In-store sales and promotions do not always apply online, and online sales and promotions do not always apply at our brick & mortar stores.


Do you ship to P. O. Box addresses?

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?

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?

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?

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

$0.00 - $15.99 $4.95
flat rate
$11.50 $19.50
$16.00 - $29.99 $12.50 $20.50
$30.00 - $49.99 $13.50 $21.50
$50.00 - $74.99 $14.50 $23.50
$75.00 - $99.99 $16.50 $24.50
$100.00 - $159.99 $19.50 $27.50
$160.00 - $199.99 $21.50 $32.50
$200.00 - $249.99 $23.50 $33.50
$250.00 - $299.99 $25.50 $36.50
$300.00 - $349.99 $28.50 $39.50
$350.00 - $399.99 $31.50 $42.50
$400.00 - $449.99 $34.50 $45.50
$450.00 - $500.00 $39.50 $48.50
$500.01 - and Up 11% of
12% of

Shipping Rates for Canadian Addresses

$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?

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, and Express & Overnight shipping methods are not available. 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 I ship an order as a gift?

Unfortunately, we cannot offer gift packaging or automated gift messaging at this time. However, we can provide the service of leaving the packing slip with order details out of the package as well as a gift message written inside an enclosure if you contact us immediately after placing your order, all at no extra charge. Please contact customer service at either (800) 789-1649 or customerservice@papyrusonline.com and let the customer service representative know your name and order # for assistance. We can only offer 1 gift message per order at this time.


How can I contact Papyrus?

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:

By phone:

By mail:
Attn: Papyrus Customer Service
300 Oak Bluff Lane
Goodlettsville, TN 37072

9am to 6pm Eastern Time (6am to 3pm Pacific Time)
Monday through Friday

How do I submit artwork for portfolio review?

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


What is your order cancellation policy for custom printed items?

If you decide to cancel your custom printed order after it has been submitted, you may incur a cancellation fee depending on the vendor and the progress of the order. If the order has gone to print, the order is no longer able to be canceled. However, if the order has been printed and there is an error in your wording or customization, we will absolutely work with you to fix and reprint the order at a 50% discount.

How long will it take to receive my custom order?

Due to the addition of production time, custom printed items will always take longer to ship than orders with non-customized items regardless of the shipping method selected. The addition of the proof approval process will further extend the number of days before a custom printed item is shipped. Please contact Custom Printing Customer Service for further details, as production times will differ depending on the manufacturer.

How big does my photo need to be in order to be printable?

It's hard to say because although a photo may be suitable for printing when printed as it is, it may not be suitable if any zooming is required—for example, to fit a face in a portrait area. For this reason, we recommend in general that the original photo files created by the digital camera or smartphone camera should be supplied, while images downloaded from websites should be avoided since they may have been reduced in size in order to fit your screen. This is often the case with Facebook photos, for example.

As a rule of thumb, a photo image is probably suitable for printing if it is much too large to view on your computer screen at actual size (100%) and must be zoomed out to view all at once.

If all else fails, you can look at the file size to make a very rough assessment: if the image is smaller than 300kb in file size, then it is probably too small in most scenarios.


What exchange rate is applied to my order?

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?

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?

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

$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?

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.


What is the California Proposition 65 warning?

California’s Proposition 65 increases public awareness of the possibility of exposure to over 800 naturally occurring and synthetic chemicals, including additives or ingredients in common household products, food, drugs, or dyes. Proposition 65 provides that a business must provide a warning to California residents if it believes its product contains one of the 800+ chemicals in excess of a certain threshold limit. A warning does not mean that the business has made any evaluation whether the levels of exposure from its product is actually dangerous.

The Proposition 65 Warning states:
WARNING: This product contains chemicals known to the State of California to cause cancer and birth defects or other reproductive harm.

We are committed to upholding the highest in product safety and quality standards. To that end, we use third-party testing laboratories accredited by the United States Consumer Product Safety Commission to evaluate the products we sell, and we insist those products meet or exceed all federal and state regulations. We will continue to keep your health and safety at the top of our priorities.

For more information on Proposition 65, please visit http://oehha.ca.gov.

© 2016 Schurman Retail Group