FAQ

Track your order status with your Order # or Tracking number HERE!

(Based on current processing times, please allow up to 2 business days for your tracking information to be updated and available. You will receive an email with tracking information as soon as your order ships from our warehouse. Thank you for your patience.)

We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Easy Returns Policy once your order has been delivered to you.

We accept Visa, MasterCard, Discover, American Express, PayPal, and Papertrey Ink E-Gift Cards.

There are three (3) ways to check the tracking information available for your package:

In your Shipping Confirmation email, you'll receive your tracking number, depending on the shipping method selected you may visit USPS.com, UPS.com, or OnTrac.com and enter the tracking number that was emailed to you directly on the carrier’s website.

There are three (3) ways to check the tracking information available for your package:

In your Shipping Confirmation email, you'll receive your tracking number, depending on the shipping method selected you may visit USPS.com, UPS.com, or OnTrac.com and enter the tracking number that was emailed to you directly on the carrier’s website.

One or more of your items may have sold out since your order was processed. But don’t worry, busy crafter! The rest of your order is on its way and you have been refunded for the cost of the out of stock item(s) minus any applicable discount codes used on the order.

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If you used an E-Gift Card to purchase, please reuse the E-Gift Card on your next purchase.

Regrettably, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has

Free shipping for orders over $80 (subtotal) applies to U.S. Domestic shipments (when using standard delivery) when the total of the order less any discount applied is equal to or greater than $80.

International Orders $100 - $199 (subtotal) qualifies for a $10 shipping discount. Orders $200 and over qualifies for a $20 shipping discount.

Helpful Hint: Take your rewards points into consideration when calculating your total.

If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

If you do not receive an email from Papertrey Ink within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.

To check your orders, log into your Papertrey Ink account and select the “My Orders” option to review your order history.

If you are still unable to locate the confirmation email for your order, please contact our Customer Care team by emailing support@papertreyink.zendesk.com.

Depending on the shipping method selected, most orders leave our warehouse within 48 business hours after the order is placed (excluding Saturdays, Sundays, and holidays).

Please refer to our full Shipping Policy for current processing times and available shipping methods. Note: In-transit times are separate from processing times and are subject to change during the holiday season.

In some cases, we may run out of popular items while processing your order. When this happens, our hottest items typically restock within 5 business days. Rather than canceling your order, it will be held until the item is back in stock and your order is fulfilled! If this happens to you, our Customer Care Team will send you an email notifying you of the delay.

There are several reasons why your order may have been cancelled:

The item(s) sold out.

There is a delay in replenishment for your item(s).

We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order.

If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.

Note: If your order is cancelled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If your order is cancelled and you used an E-Gift Card to purchase, please reuse the E-Gift Card on your next purchase.

I'M IN LOVE WITH AN ITEM, BUT IT'S OUT OF STOCK. WHAT CAN I DO AND HOW OFTEN DO YOU RESTOCK?Did you know? If you love an item, you can add it to your favorites by clicking the ♥ icon on the product page! Note: Create or log in to your Papertrey Ink account to add to your Favorites.

Good news! We get new items weekly and often restock our most popular items. 

Helpful Hint: Act quickly when you find a product you like! Due to the fast creative nature of our business, we never guarantee that an item will be restocked.

I DO NOT KNOW HOW TO USE A PRODUCT, WHAT SHOULD I DO?
Check the product page for a video demonstration.

Helpful Hint: Visit our blog for inspiration, helpful tips, and more!

Domestic Shipping

Method	Cost	In-Transit Time
Standard Domestic Shipping	$7.00	2 - 10 Business Days**
FREE Domestic Shipping (Orders Over $80.00)	FREE***	2 - 10 Business Days**

International Shipping

Method	Cost	In-Transit Time
Standard International	Based on package	5 - 10 Business Days**
USPS First Class International	Based on Package	10 - 60 Business Days**

** In-Transit Time - Does not include standard processing time of 2 business days. Business days do not include Saturdays, Sundays, or US Holidays. For information on anticipated delivery (inclusive of processing and transit times), please refer to the "Shipping Table" on our Shipping Policy Page. 
*** Free Shipping Promotion - Orders must equal or exceed the amount shown after all discounts and coupons have been applied to qualify for the promotion.

HOW DO I KNOW IF MY PACKAGE HAS SHIPPED AND IS ON ITS WAY?
When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our Distribution Center you will receive a second email with tracking information for your shipment. Please refer to our full Shipping Policy for current processing times and available shipping methods.
Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.
Have your tracking number? Check the status of your shipment here.

DO YOU SHIP INTERNATIONALLY?
Papertrey Ink is proud to service our customers from all over the world! The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. The site will default US Dollars on the checkout page.
In some instances, delivery may be delayed depending on your country's customs. Papertrey Ink and the carrier do not have control over how long customs deem fit to hold a package. In addition, certain countries may apply tariffs after the package is accepted. We suggest checking with your local post office to find out if that applies to you as Papertrey Ink does not cover additional customs fee charges. Papertrey Ink is not responsible for applicable customs fees, import duties, taxes, or any other charges.

Shipping Type	Processing Time	In-Transit	Expected Delivery
Canada	2 Business Days	5-20 Business Days	8-25 Business Days
UK	2 Business Days	5-10 Business Days	13-35 Business Days
International	2 Business Days	5-10 Business Days	13-25 Business Days

DO YOU REFUND SHIPPING FEES?
Shipping fees are non-refundable unless you have received a damaged item and would like to return it. To report a damaged item, please use the following process before returning.
Once we receive your message and assess the damage, we will be in contact with you to determine the needed outcome.

I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
Should you receive a damaged item, please take a photo of the item which clearly displays the damage and send the photo to our Customer Care team to support@papertreyink.zendesk.com along with a description of the damaged item and your Order Number.
Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.

If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center in accordance with our Online Return Policy.EASY RETURNS

To process a return, please follow these simple steps: 
Mail a returns request here

Mail your return to:
Papertrey Ink 
5514 Fair Lane, 
Cincinnati, OH 45227 USA

• Papertrey Ink does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
• Depending on the shipping method and carrier selected, your return package may take several days to reach us.
• Please allow 5-7 business days to process your return once it is received by our Distribution Center.

Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

WHAT IS YOUR RETURNS POLICY? Find it HERE.

Additional notes: Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Papertrey Ink will not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of an Papertrey Ink E-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!

Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping for convenience (you can find information on flat rate shipping via USPS.com). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.
For a full copy of our Online Return Policy, please click here.

HOW LONG DOES THE RETURNS PROCESS TAKE?
Returns are processed within 5-10 business days after your item(s) are received at our Distribution Center. Depending on the shipping method and carrier selected, your return package may take several days to reach us. Please keep the return tracking number for your records.
Once your return has been processed, you will receive a credit to the original method of payment.

Note: If you are still waiting to receive a credit for your return(s), please email support@papertreyink.zendesk.com with your Order Number and proof of postage or return tracking number.

CAN I EXCHANGE AN ITEM? 
Presently, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) by mail in accordance with our Easy Returns policy and repurchase the items you prefer.
DO YOU PROVIDE RETURN SHIPPING LABELS?
We currently do not provide pre-paid return shipping labels.

I RECEIVED MY ORDER BUT MY ITEM IS DEFECTIVE, INCORRECT, OR MISSING. WHAT DO I DO?
We know how frustrating this can be. Rest assured, we want to make every order perfect for our customers!

Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email support@papertreyink.zendesk.com within 2 business days of delivery. Depending on the circumstance, we may be able to extend this timeframe up to 5 business days; please report your item as soon as possible for assessment.

Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible so that you can show off your #PapertreyInkPride!

I AM AN INTERNATIONAL CUSTOMER AND I WANT TO RETURN AN ITEM.
We appreciate all of our customers around the globe for purchasing with us!

Should you choose to return, Papertrey Ink does not provide pre-paid return labels and you will be responsible for covering the shipping costs. Please follow the return instructions found on our Easy Returns page.

Note: Papertrey Ink is not responsible for returns until they reach our Distribution Center in Cincinnati, OH. Depending on the shipping method and carrier selected, your return package may take several weeks to reach us if returning from an international location. Please allow 5-7 business days to process your return once it is received by our Distribution Center.
Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

MY PACKAGE IS BEING RETURNED TO PAPERTREY INK, WHAT DO I DO NOW?
If your package does not successfully deliver and is sent back to Papertrey Ink, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if:

• The shipping address does not exist
• The shipping address is misspelled
• The shipping address is missing information (i.e. apt/bldg/suite number)
• The carrier is unable to safely deliver the package
• The addressee has moved
• The addressee has refused the package

Returned to sender packages will be restocked and you will be issued a credit to the method of payment used at checkout minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use a credit card or other payment methods offered on our website to place a new order using the corrected address. However, please note that we do not guarantee your items will be in-stock at the time of your reorder.

Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Papertrey Ink does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

DOES PAPERTREY INK ISSUE REFUNDS?
Refunds are issued to the original form of payment used on an order in the event that it is canceled.
For Out of Stock items: we issue refunds to the original form of payment used if any items on the order sell out and we are unable to replenish in a timely manner.

For Returns: we issue refunds to the original form of payment used on an order.
Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If you used an E-Gift Card to purchase your item(s), please reuse the E-Gift Card on your next purchase.

If you have any questions or concerns regarding refunds, please email 
support@papertreyink.zendesk.com and we will be more than happy to assist!

CAN I GET A REFUND OR STORE CREDIT IF THE PRICE OF AN ITEM HAS CHANGED SINCE I ORDERED IT?
As a craft retailer and eCommerce business, our prices may fluctuate and change in response to trends, current stock on-hand, demand from our customers, and various sales or promotions. This being the case, we will not issue a refund or store credit for the difference between your purchase price and the current price advertised on our website.

IT’S BEEN OVER 60 DAYS SINCE I RECEIVED MY ORDER. CAN I STILL RETURN?
Papertrey Ink requires items to be returned within 60 days of the delivery date, as stated in our Returns Policy. Returns received in our Distribution Center will not be refunded.

If you love an item, you can add it to your Favorites by clicking the ♥ icon on the product page.I'M HAVING TROUBLE VIEWING MY FAVORITES. HOW CAN I FIX THIS?

Note: Create or log in to your Papertrey Ink account to add to your Favorites. If you are having trouble viewing your Favorites, please try deleting your cookies, clearing your cache, and refreshing your browser. Some devices such as mobile phones may have trouble pulling up the page. You may also try using a different browser, or viewing our website using a different device if the problem persists.

To report an issue with any page on our website, please email support@papertreyink.zendesk.com ASAP!

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Papertrey Ink E-Gift Cards can be purchased for online purchases. A gift card can be purchased in any denomination from $1.00 to $100.00. E-Gift Cards can only be redeemed online through www.papertreyink.com

Purchases will be deducted from the card value until the balance reaches zero. Gift cards may not be returned, applied to previously purchased merchandise, or used to purchase additional E-Gift Cards.

E-Gift Cards are final sale items and thus cannot be returned for refund or exchanged unless required by law. E-Gift Card funds are not transferable to an unauthorized third party or vendor. E-Gift Cards have no expiration date.

Gift Card Cash Redemption
There are a number of states that allow a Gift Card holder to redeem Gift Cards for cash when the value of the gift card falls below a certain amount. As of March 15, 2017, these states/U.S territories include: California, Colorado, Connecticut, Maine, Massachusetts, Montana, New Jersey, Oregon, Rhode Island, Texas, Vermont, Washington and Puerto Rico. The laws of every state are subject to change, and Papertrey Ink does not guarantee the accuracy of information regarding the individual laws of each state. Please consult the law of your own state for more information regarding gift card redemption laws.

If you believe your E-Gift Card is eligible for a cash redemption, please contact the Papertrey Ink Customer Care Team mailing support@papertreyink.zendesk.com, and be sure to mention the state in which you live, the gift card code, and value remaining.

E-Gift Card Fraud
If fraud is suspected, Papertrey Ink reserves the right to deactivate, cancel, suspend or refuse replacement of any E-Gift Card. Consequently, Papertrey Ink has no liability to you for any third-party fraud or unlawful activity associated with any gift card balance. Fraudulent activity includes but is not limited to unauthorized use, unlawful use, theft, or false representation e-gift cards.

Similarly, Papertrey Ink reserves the right to refuse, cancel, or hold for additional review E-Gift Cards mistakenly issued in an incorrect denomination, that appear to have been altered, or that are used in a manner inconsistent with our policies and terms of use.

HOW MANY E-GIFT CARDS CAN I USE ON A PURCHASE?
Please note that we are unable to combine E-Gift Card codes that are issued. You are able to use up to 10 different E-Gift Card codes.

HOW DO I CHECK THE BALANCE OF MY E-GIFT CARD?
For E-Gift Cards, you can see them in your account or contact us by mail support@papertreyink.zendesk.com.

DOES PAPERTREY INK REPLACE DAMAGED, LOST OR STOLEN GIFT CARDS?
You must safeguard your E-Gift Card for your own protection. It is within Papertrey Ink’s discretion that we may replace an E-Gift Card for the remaining balance at the time that a card is reported as damaged, lost or stolen -- so long as we are provided with the original proof of purchase.

WHAT IF I WANT TO RETURN AN ITEM I PURCHASED WITH AN E-GIFT CARD?
Keep your E-Gift Card until you receive your order and are sure you are satisfied with your purchase.
You can return items purchased with E-Gift Cards in accordance with Papertrey Ink’s full Online Returns Policy.
The E-Gift Card used will be credited for the total amount paid for the returned items, minus the original shipping charges.

ARE THERE ANY FEES ASSOCIATED WITH PAPERTREY INK E-GIFT CARDS?
You will only be charged the face value of the E-Gift Card. Papertrey Ink will not impose maintenance or processing fees.

CAN I CHANGE THE VALUE OF AN E-GIFT CARD AFTER I HAVE PURCHASED IT?
Regrettably, we are unable to change the value amount of an E-Gift Card once it has been purchased.

WHAT IF SOMEONE MAKES A COPY OF MY E-GIFT CARD?
You must safeguard your E-Gift card for your own protection.

If someone makes a copy of your E-Gift Card and redeems it for the full amount, your card will have no value. Similarly, if someone redeems your E-Gift Card for a partial amount, Papertrey Ink will not replace the amount that was used.

No matter how many copies are made, the value of the E-Gift Card is tied to that E-Gift Card’s number. When that number is used, the value of the purchase is deducted from the E-Gift Card.

If you suspect that someone has copied or stolen your E-Gift Card, please contact our Customer Care team by mailing to support@papertreyink.zendesk.com. Any value that has not already been used can be re-issued to you on a new E-Gift Card, and the initial E-Gift Card will be disabled.