FAQs

How can I contact Vanilla Paper Co.?

Please email support@vanillapaperco.com for assistance. Customer service hours are Monday-Friday 9AM - 4PM EST. Customer service is not available on weekends and major holidays. Although I try to get through messages as quickly as possible, please allow up to 2-3 business days for a response.

When will my order ship?

The current processing time can be found on product page. Items marked "pre-sale" may have a longer processing time. If this is the case, it will be noted in the product title/description. 

Do you take custom orders?

We do not currently accept custom orders.

Can I cancel my order?

You may cancel your order within 24 hours. After that, the order is "in process" and cannot be cancelled. Every cancelled order is subject to a 5% restocking fee, as Shopify does not reimburse us for the fees taken out for a transaction. For example, if your order is $10 your restocking fee will be 5% of $10 which is $0.50 cents. Therefore, you will receive a refund of $9.50.

My package was is marked delivered, but I don't have it. What do I do?

This happens once in a while with the USPS. Most of the time, the package is delivered within a day or two. Please contact your local USPS office for assistance. Unfortunately, we cannot refund/reship any orders marked "delivered" by the USPS.

Can you ship untracked to save on shipping?

Unfortunately, no. We only offer tracked shipping on both domestic and international orders.

My order was shipped but hasn't arrived, where is it?

DOMESTIC: Orders are shipped through tracked First Class Mail. Transit time may vary by delivery location. Orders will not be re-shipped unless a minimum of 30 business days has passed without movement.

INTERNATIONAL: Orders are shipped through International First Class Mail. Transit time may vary by delivery location.