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Frequently Asked Questions

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 my online or in-store order?

No, we do not match pricing between items sold at bricks & 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 bricks & mortar stores. Additionally, there will be no price adjustments made to online orders and prices & promotions are subject to change.

Can I make changes to my order?

As soon as we receive your order, it is immediately routed to our warehouse for processing and shipping. Your order cannot be modified once it is released for fulfillment. However, if we are notified of a request to modify an order and are able to confirm your request before it enters fulfillment, we may be able to address your request. Please contact our customer service team to determine if we are still able to do so.

Do you ship to P. O. Box addresses?

We are not able to ship to post office box addresses.

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.

Do you ship to Hawaii, Alaska, or U.S. territories?

Yes, we currently ship to Hawaii, Alaska, Guam, Puerto Rico, the U.S. Virgin Islands, the Northern Mariana Islands, or American Samoa. Standard and Overnight shipping methods are not available for U.S. territories & commonwealths. Standard shipping is not available for Hawaii & Alaska.

How soon will my purchase arrive?

For standard delivery to the 48 contiguous United States, please allow 5 to 10 business days for items to arrive. For delivery to Canada, Alaska, Hawaii and all other U.S. addresses outside of the contiguous United States, please allow 10 to 15 business days for items to arrive. Please note that these delivery times are not guaranteed. Orders placed by 1:00 PM Eastern Time, Monday through Friday, can be shipped by express & overnight delivery within 1 to 3 business days within the U.S. 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 shipped via UPS Ground, UPS SurePost or UPS Mail Innovations depending on the characteristics of the package. When we ship via UPS SurePost or UPS Mail Innovations, the final delivery will be completed via USPS. All orders selecting Express and Overnight shipping options will ship and deliver via UPS.

Do you ship outside of the United States?

Yes, most items are available for shipping to Canada. Unfortunately, we do not ship to any addresses outside of Canada and the United States, and some items such as custom printing items are not available for sale in Canada at this time.

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.

Non-customized orders placed before 1:00 PM Eastern Time, Monday through Friday, can be shipped and delivered within the United States in 2 to 3 business days with Express shipping or in 1 business day with Overnight shipping for an additional cost. We do not ship or deliver on weekends or holidays.

Shipping Rates for U.S. Addresses in the 48 Contiguous States
$0.00 - $15.99 $8.95
$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 - $499.99 $39.50 $48.50
$500.00 - and Up 9% of Subtotal 11% of Subtotal
Shipping Rates for Addresses in Hawaii & Alaska
$0.00 - $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 - $499.99 $39.50 $48.50
$500.00 - and Up 11% of Subtotal 13% of Subtotal
Shipping Rates for Addresses in Guam, Puerto Rico, the U.S. Virgin Islands, the Northern Mariana Islands, and American Samoa
$0.00 - $74.99 $14.50
$75.00 - $99.99 $16.50
$100.00 - $159.99 $19.50
$160.00 - $199.99 $21.50
$200.00 - $249.99 $23.50
$250.00 - $299.99 $25.50
$300.00 - $349.99 $28.50
$350.00 - $399.99 $31.50
$400.00 - $449.99 $34.50
$450.00 - $499.99 $39.50
$500.00 - and Up 11% of Subtotal
Shipping Rates for U.S. Military Addresses
$0.00 - $74.99 $7.50
$75.00 - $99.99 $8.50
$100.00 - $159.99 $12.50
$160.00 - $199.99 $13.50
$200.00 - $249.99 $15.50
$250.00 - $299.99 $18.50
$300.00 - $349.99 $21.50
$350.00 - $399.99 $24.50
$400.00 - $449.99 $27.50
$450.00 - $499.99 $30.50
$500.00 - and Up 6% of Subtotal
Shipping Rates for Canadian Addresses

Shipping and handling charges are determined by the dollar amount of your order before discounts are applied. Note that these charges apply per individual address.

$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
$500.00 - and Up 11% of Subtotal
How do I ship an order as a gift?

Unfortunately, we cannot offer gift packaging or gift messaging services at this time.

Where can I find my Rewards coupons?

In the "My Offers" tab found at the bottom of the homepage.

Where can I view my points total?

This feature is not available at this time.

Can the Rewards coupons be combined with other coupon codes?


I was a Perks member. Am I a Rewards member now?

If you are a Perks member, and made a purchase with your account after September 2018, then you are a Rewards member.

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: [email protected]

By phone: (707) 399-3775

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

Hours: 9:00am to 6:00pm 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 submit samples of your designs only, 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, as unsolicited samples will not be returned.

Please send your artist submissions to:
Schurman Retail Group
Attn: Product Development
300 Oak Bluff Lane
Goodlettsville, TN 37072

Custom Printing
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 into production, the order cannot be canceled. However, if the order has been printed and there is an error in your wording or customization, we will 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 added duration of production time, custom printed items will 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 duration of time before a custom printed item is shipped. If you have any further questions, please contact Custom Printing Customer Service for more 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 zooming is required—for example, to fit a face in a portrait area. For this reason, we always recommend supplying the photo image in its original format and resolution as created by the digital camera or smartphone camera. Images downloaded from Facebook or other websites should be avoided since they may have been reduced in size and quality.

As a rule of thumb, an image is probably unsuitable for printing if it can be viewed on your computer screen at actual size (100%) in its entirety. Photos that are suitable for printing almost always require zooming out to view in their entirety.

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

Can I request a typesetter's proof?

Yes. During the review step during customization you may request a typesetter's proof. We offer two complimentary proofs per item ordered. Each subsequent proof requires a $15 charge.

Canadian Ordering
Do you ship to Quebec?

Unfortunately, we do not ship to the province of Quebec, Canada.

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.

How are 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