Frequently Asked Questions | The Paper + Craft Pantry

RETAIL SHOP FAQ

Where are you located?

We are located at 1023 Springdale Road in the Springdale General development. We are currently in building 6A.

Where can I park?

You are welcome to park in any open parking spot in the development. There is parking throughout. Please do not leave any valuables in your vehicles.

Is your shop accessible?

Our shop is located in a development with designated parking spots, ramps as well as wide 36" doorways with no step to enter. We keep our shop's walkways wide and open. And our team is happy + ready to assist all guests.

What are your shop hours?

Our most updated shop hours can be found on our home page as well as on our Instagram account.

What is your in-store purchase return policy?

We have a 14 day return policy with receipt. Our final sale items include single greeting cards, pens, pencils, washi tape rolls, single sheet wrapping paper, ribbon by the yard, essential oil diffuser and anything deemed seasonal.

Proof of purchase is required and all items must be in its original and unopened packaging and be 100% unused or damaged. Store credit will be issued on returns that qualify.

Interested in having The Paper + Craft Pantry stationery + product line in your shop?

Submit a wholesale application here

Interested in having your product or small business in The Paper + Craft Pantry?

Submit a product submission form here

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 in East Austin by our 4 person team.

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

*Note that USPS is still experiencing delays during this time.

All orders will be processed within 48 hours (usually same day!) and shipped out 2-3 business days after the order has been placed, although we usually try to ship out as soon as possible!

Continental U.S. orders should arrive 3-10 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.

Please order early if you need an order by a certain date.

How much is shipping for my order?

Shipping is calculated based on weight, including packaging materials that are up to USPS shipping standards. We promise we do not make a profit off of shipping fees.

I selected local pick up. When will my order be ready?

Local pick up orders placed Mondays-Wednesdays (when we are closed) will be ready by Thursdays. Orders placed Thursdays-Sundays (when we are open) will be ready same day. We do our best to process and pack local pick up orders as quickly as we can :)

Please wait until you receive a pick up notification so you know your order is ready for you. You will have 2 weeks from the date your order is ready to pick up!

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

Due to the small scale of our business and limited stock, all online sales are final. We can not accept returns or exchanges for any reason. A restocking fee of 15% will apply to all cancellations.

If your order is damaged, contact us within 7 business days of receiving it + provide a photo of the damaged item(s) as well as the packaging it arrived in and we can guide you through filing a claim or coming up with a solution!

We are not responsible for loss due to the postal service. Please reach out and we can guide you through the process for filing a claim.

Do you ship internationally?

Yes, we do! Shipping rates are calculated based on weight. We always try to select the most affordable shipping rates when possible and will refund any shipping fee overages if it's appropriate.

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 highly suggest waiting a few business 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. We would also be happy to help guide you through the process of filing a claim.

What if my order is damaged?

Please send us a photo of both the box/package your order was shipped in as well as photos of the damaged items. We will guide you through the process of filing a claim with USPS. Once your claim is filed, we will be able to work with you through the next steps to making things right!

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 6th of each month by 11:59pm EST.

When do subscription boxes ship?

Subscription boxes will ship on or before the 10th of the current month.

Do you ship internationally?

Yes we do! We offer shipping all around the world. The subscriber is responsible for any custom charges that may incur for the package to be delivered.

How do I cancel my subscription?

Cancel your subscription before 11:59pm EST on the 6th 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.

Not that if you cancel after 11:59pm EST on the 6th day, you will be billed and receive this month's subscription box as your last box. Once a subscription order has been placed, it cannot be cancelled.

What is you return policy for subscriptions?

All sales are final for all subscriptions.

We understand that there might be occasions where you don't absolutely love what comes in your box. While we put a ton of thought and effort to make each month special, we know that this can happen! You can join our exclusive subscription Facebook group to swap product with another subscriber or simply pay it forward and share with a friend and loved one!

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.

Cancel a subscription

If you cancel after 11:59pm EST on the 6th day, you will be billed for the month and receive this month's subscription box as your last box.