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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.

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.

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