Frequently Asked Questions
payment + ordering
WHAT TYPES OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards – Visa, MasterCard, American Express, and Discover.
HOW WILL I KNOW MY ORDER HAS SHIPPED?
Once your order is carefully packaged and on it's way, you will receive a shipment confirmation email containing all the tracking information.
HOW SOON WILL MY ORDER SHIP?
For non-custom orders, orders are typically shipped within 2-7 business days of the order date. For custom orders, orders are typically shipped within 1-2 weeks of the order date.
TRACKING SAYS MY ORDER IS DELIVERED, BUT I HAVEN’T RECEIVE IT?
If you have a package that was marked as delivered but you have not yet received it, we ask you take the following steps:
Check with other members of your household to see if they received the package.
Check with your neighbors or front office (if applicable) to see if the package was left there.
Reach out to your local post office. They will have the exact GPS coordinates of the delivery location.
Contact us at email@example.com and include your order number.
We kindly ask you to report your lost or stolen package within 3 business days of the marked delivery date. If an order is lost after being shipped to a third party mail forwarding facility, we are unable to assume responsibility of the package once it is marked as delivered.
Please note Evergreen Papery is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.
MY ORDER WAS DAMAGED IN TRANSIT?
If you have a package that was damaged in transit, we ask you take the following steps:
Take photos of all the damage including the item and packaging.
Contact us at firstname.lastname@example.org and include the photos and your order number.
We kindly ask that you report your damaged shipment within 3 business days of the marked delivery date.
HOW DO I PLACE AN ORDER?
To place an order, simply choose your preferred design in our shop. Then choose your preferred print size from the drop down menu and click “order.” From there, you will be guided to a form that will request the information needed to create your personalized design. Then simply follow the traditional checkout process. Once we receive your order, we will get in touch with you soon to confirm your details, if necessary.
Please note any additional information you may want included on your custom item(s) is subject to Evergreen Papery’s approval and may ultimately not be included on the item due to the design and integrity of the product.
WILL I RECEIVE A PROOF BEFORE MY ORDER GOES TO PRINT?
Absolutely! Every custom order includes a proofing process allowing for any changes or corrections to be made, if necessary. Your order will only move to production once we have received your print approval.
HOW LONG WILL IT TAKE TO RECEIVE MY CUSTOM ORDER?
As much as we wish we could guarantee a certain delivery date, it’s not feasible to do so. We do our best to get your orders shipped as quickly as possible. In most cases, custom orders are shipped within the 1-2 week turnaround time plus shipping time.
I FOUND AN ERROR ON MY ORDER?
Upon final approval of your custom order, we are not responsible any missed errors (such as misspelled words or incorrect information etc.). By approving your final proof(s), you accept responsibility for the information and layout as shown. If errors are discovered after proof approval and you wish to reprint, we are required to charge you for services rendered.
If there is an issue with your order that is not reflected on your proof, we will get a replacement out to you at no cost.
We kindly ask that you report any issues with your order within 3 business days of the marked delivery date.
DO YOU ACCEPT CUSTOM REQUESTS?
We take on a limited amount of custom requests per month. If you would like a custom design, please contact us at email@example.com with your ideas.
Please note Evergreen Papery reserve the right to decline a request should we feel we are not the best match for your design needs.