Online Shop FAQ | The Paper + Craft Pantry
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 2-5 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 e are open) will be ready same day.
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?
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 guys 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!