- Where is the store based?
- Do you accept orders placed outside of the US and Canada?
- What is the store's return and exchange policy?
- Do you have local pickup?
- What are your shipping policies? How long will it take to receive my order?
- What if I need my order here faster?
- How do you ship your items so they don't get bent/crushed/broken?
- Can you make a custom order?
- The paper I want for my custom order is listed as on Backorder. What does that mean?
Where is the store based?
Ottawa, Canada.Do you accept orders placed outside of the US and Canada?
We ship worldwide.What is the store's return and exchange policy?
If you are unhappy with your order, please contact us within 5 working days of receiving your parcel in order to resolve the problem. Refunds and exchanges are considered on a case-by-case basis.Do you have local pickup?
We do! If you are local to the Ottawa valley you can schedule a pickup time at our studio - either in the cart or by sending us an email to arrange a time. Our studio is a residential address. Please DO NOT arrive outside of your arranged pick-up window. Available pickup times will be based on the items you are purchasing. Made to Order items will only allow pickup after 12 days to ensure enough time to make your items. If you need your items sooner, please email us to see availability.What are your shipping policies? How long will it take to receive my order?
Our items are a mixture of premade and made to order. Your whole order will be shipped at the same time, once all the items are completed, and will be dependent on the item with the longest production time. The average production time is seven to twelve days, but you will be contacted if the production time is longer. Please note we currently make two postal runs a week, on Tuesday and Friday mornings. Your order will be sent as soon as possible on this schedule.
You will receive a confirmation email once your order ships.
Cards, Magnets, Paper Garlands, and other flat items will be sent Lettermail by Canada Post with the estimated delivery of 4 to 7 business days in North America. This does not cover tracking confirmation and loss or damage. Please contact us if you would like your item(s) sent through Registered Mail.
Notebooks, Boxes, and other bulky items or large orders will be sent Regular Parcel by Canada Post, with the estimated delivery of 7 business days inside Canada. Please contact me if you would like your item(s) sent by Xpresspost.
International (outside of North America) delivery times may vary between 2 and 10 weeks depending on your distance, customs, and postal service.
Very rarely, packages suffer delays going through customs. Unfortunately, delays of this sort are out of our hands. You will be responsible for all duties, taxes and fees imposed by your country, but these are also very rare.
We can't always provide a faster shipping options, but we will do our best to accommodate your needs. If you require a shipping upgrade to Registered Mail or Xpresspost, or any other additions, please mention this in the notes section on checkout and we will email you with additional options.
We do not guarantee shipping times and do not issue refunds on items that don't arrive by a certain date.How do you ship your items so they don't get bent/crushed/broken?
It's very important to us that you not only receive your order in perfect condition, but that it lasts. This means taking care during both production and packaging.
Items sent Lettermail are placed in protective biodegradable plastic sleeves or wrapped in tissue paper and shipped in reinforced cardboard mailers to their final address. The mailers are designed to send photos and documents, so they protect against bending.
Items sent Regular Parcel are packed carefully into recycled cardboard shipping boxes, padded with reused newspaper and packing materials and packing taped shut. We do our best to seal the box to prevent water damage in case of rain while being delivered.Can you make a custom order?
We love making custom orders! We work hard to provide the perfect item to meet your request. With enough advance notice, we can obtain most colors or designs of paper. Please contact us with your ideas and we will be happy to create a special piece just for you.
Custom orders can take varying lengths of time to complete. When we give a quote for a custom order, we'll also give you an estimated time for completion of the item and an estimated shipping date.The paper I want for my custom order is listed as on Backorder. What does that mean?
Papers that are listed as Backorder mean they aren't currently in stock at our bindery, but are usually available from our suppliers. We are more than willing to place an order from our supplier for you and the paper usually arrives to us in about a week. Simply order your custom stationery with papers listed as backorder and we'll do the rest. Please just add 1 week to the stated production time. Papers that are no longer available are removed completely from our paper catalogue.