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Frequently Asked Questions | The Paper + Craft Pantry

ONLINE SHOP FAQ

Where does my order ship from?

We are a small business based in Austin, Texas. Your order is processed, packaged and shipped with love directly from our brick + mortar shop and studio that's located at 1023 Springdale Road!

When will my order ship? How long will it take to receive my order?

*Due to COVID-19, you may experience shipping delays! We appreciate your patience as we work as fast as we can to get your packages out. Note that the USPS is also experiencing delays during this time.

All orders will be processed and shipped 5-7 days after the order has been placed, although we usually try to ship out as soon as possible!

Continental U.S. orders should arrive 3-5 business days after items have been shipped. Please make sure your shipping information is correct during check out. We will not be able to refund or replace items because they are sent to the wrong address.

How much is shipping for my order?

Shipping is calculated based on weight, including packaging materials that are up to USPS shipping standards.

What is your store's exchange, refund, or return policy?

Due to the small scale of our business and limited stock, all sales are final. We can not accept returns or exchanges for any reason. If your order is damaged, contact us and we'll make it right!

We are not responsible for loss due to the postal service.

Do you guys ship internationally?

Yes, we do! Shipping rates are calculated based on weight :)

What if my order was lost/never delivered/etc?

Unfortunately, we do not have any control over packages once we drop them off at the post office.

We suggest waiting a few days after a delivery notification is received to see if the package turns up. If you still haven't received it or have any questions about your order after it has shipped, please contact your local post office and reference your tracking number.

SUBSCRIPTION INFORMATION

How to I set up my subscription account?
Upon subscribing, you will receive instructions via email on how to set up and manage your account. It should arrive in your inbox following your confirmation email. If you do not receive your subscription details email within 24 hours of subscription purchase, please email us.

How often will I be billed?

First month's subscription will be billed on the day of purchase and you will receive the next available month's box. Cut off date for the current month is on the 7th of each month by 11:59pm EST.

When do subscription boxes ship?

Subscription boxes will ship on or before the 20th of the current month.

How do I skip a month? 

Skip a month's subscription before 11:59pm EST on the 7th day by emailing hello@thepapercraftpantry.com to avoid being billed. Once past this cut of date, you will be billed and we will be unable to let you skip.

How do I cancel my subscription?

Cancel your subscription before 11:59pm EST on the 7th day by emailing hello@thepapercraftpantry.com to avoid being billed. Once past this cut of date, you will be billed and we will be unable to let you skip.

If you cancel after 11:59pm EST on the 7th day, you will be billed on the 16th and receive this month's subscription box as your last box.

Example scenarios:

You subscribe on the 6th of November, you will be billed on the 6th November and be scheduled to receive November's subscription box.

You subscribe on the 8th of November, you will be billed on the 8th of November and will receive December's subscription box as you missed the cut off date. You will not be billed again on the 16th of December for this month's subscription box. 

You've been a subscriber but want to take a break by skipping a month in November, you email us before 11:59pm EST on November 7th to not be billed on the 16th and will not receive November's subscription box.

EXISTING SUBSCRIBER INFORMATION

Log in to customer account

You can access your Customer Portal through your Shopify account login. If you have not registered an account, you will need to create an account using the same email address used at checkout. Once your account is registered, you can login and access your Customer Portal by clicking on the Manage Subscriptions link.

Unable to log in to customer account

If you have an existing account, you will not receive an account invite. You should try logging into your account on our website. In the event you are having trouble, you should use the Forget password link to reset your password or use the Having issues managing your subscription? link. 

If the customer does not have a registered customer account, you can manually action the email to be resent by clicking Send account invite in their customer profile in Shopify.

Update billing information

In the Billing Information tab you'll find the current method of payment along with the current billing address. However, this is not the same as the shipping address. You would edit the address in this section if your billing address has changed or if you need to update your email address.

Update shipping address

Once logged in, click on Subscriptions and click Edit to the right of the address. This only affects the shipping/delivery address, this does not update billing information related to the method of payment.

Skip a delivery

Skip a subscription month by emailing hello@thepapercraftpantry.com before 11:59pm EST on the 7th of the current month to avoid being billed. Once billed we are unable to let you skip! 

Cancel a subscription

Cancel your subscription before 11:59pm EST on the 7th day by emailing hello@thepapercraftpantry.com to avoid being billed. Once past this cut of date, you will be billed and we will be unable to let you skip.

If you cancel after 11:59pm EST on the 7th day, you will be billed on the 16th and receive this month's subscription box as your last box.