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Order Cancellations and Shipping Changes


    Processing & Shipping Times

      Your selected shipping speed at checkout is in addition to product Processing Times. Exact processing time depends on the customization of the product. Please click the link below for more info.

      Further details on specific processing times & shipping options.

    Order Changes

    • Since the launch of our new website, we will no longer be able to process Order Changes as we did previously.
    • To change ITEMS ORDERED, you will need to request a cancellation in the Cancellations and Shipping Change Form and place a new order (our standard Cancellation Policies will apply). Reordering can be done very easily from the order history of your user account.
    • A change of SHIPPING SPEED or DELIVERY ADDRESS can be made to your existing order with the Cancellations and Shipping Change Form.
    • *A change/cancellation request may not be able to be accommodated if the order is already in processing or shipped.
      **Please ensure you are making all the appropriate changes within this request. Each submitted order change request can delay your order shipment.

    Cancellations

    • Because most orders are processed on the day they are placed, cancellation requests are only allowed within 2 hours of placing an order and cancellation is not guaranteed. Custom items and services can not be canceled if assembly has already begun.
    • If you need to inquire about a cancellation within 2 hours of placement, please reach out to our Customer Service team by clicking the "support" link in the top right corner of this page also make sure to fill out our Cancellations and Shipping Change Form. Submitting this form will place a hold on your order to ensure it does not ship.
    • Cancellations are subject to a 5% cancellation fee.

    Returns/Exchanges

    • Returns are accepted within 45 days of order purchase.
    • Please see "NON-RETURNABLE items:" below.
    • We do not accept exchanges.
    • Any returns are subject to a 20% restock fee.
    • Please order a Sample before your bulk order to ensure you’re getting exactly what you need.
    • View Full Return Policy

    NON-RETURNABLE items:

    • Custom Printed Items
    • Laser Cut Items
    • Die-cut products (Pockets, Petals & Folded Cards)
    • Clearance/discontinued items
    • Samples/Singles
    • Customized/personalized items
    • Special orders / Custom Quoted Products
    • Custom Cut Paper & Envelope Liners

    “Special Orders” by default include large volume orders that are outside of our average order quantities and vary by product line.

    • Envelopes - 2000+ when we have communicated & manufactured specially for you
    • Cut Paper - 300+ pieces of any cut paper size (other than 8.5x11)

    Taxes & International Customs Fees

    • USA - Massachusetts deliveries will incur the current state sales tax rate for ‘general goods’ at online checkout.
    • Canada - Discounted Import taxes are paid at time of checkout. No customs fees will be due at the time of delivery. View details on Canada tax rates & customs fees.
    • All other Countries - You, the receiver, are responsible for paying any customs fees at the time of delivery. These rates are set by your home country for imported goods.

    Warranty/Replacements

    • All products are guaranteed to arrive in tact. - Product(s) received damaged, upon arrival, will be replaced. Please Contact us within 48 hours of receiving any damaged/incorrect items.
    • Replacements will be shipped with the same service they were originally sent.

    Custom Printed Items

    • A sample proof is optional but must be purchased in order to guarantee any expected results.
    • Print file must be set up to our specifications. (Review Print File Specs).
    • A sample proof is necessary to know whether or not your file is set up correctly for accurate printing. Which if not, could result in missing text, cut off graphics, poor resolution, etc… Cards & Pockets cannot take responsibility if the file is not set up correctly for final print.
    • Ink Colors are non-metallic. We do name our ink colors to coordinate with our papers. We cannot guarantee the ink and paper will match exactly.
    • Ink will print differently on each paper color. We strongly recommend that you order a sample with your color choices before proceeding to place a full order, to be sure that you are happy with the results.
    • Printed Items are considered a custom product, and therefore are non-returnable.

    Abandoned Orders

    • We strive to have clear communication with our customers as well as being open about the status of their order. Occasionally we need to reach out to customers with questions regarding their order that prevents the order from being processed.
    • On rare occasions we have trouble reaching customers with these questions. We email two times and then we call the billing number on the order. If we do not get a response 30 days after the last day contact was attempted, we consider the order “Abandoned”.
    • After an order is abandoned, the order is cancelled, and a refund is issued. All stock items on the order will be refunded, less a 20% cancellation fee. Custom items are non-refundable.

    Assemble At Your Own Risk.

    Paper is delicate. We’ll get it to you safely. The rest is up to you. We leave the creativity in your capable hands...

    Cards & Pockets is not responsible for user error.

    Here are some tips to assure your invites turn out flawless:

    • Ask the post office to “hand-cancel” your invites instead of machine processing.
    • A tissue layer is recommended especially when using dark colors. Although most papers and inks are not prone to bleeding, certain conditions can sometimes cause this to happen. (High heat, humidity, and pressurized post office machinery are not friendly to any fine papers).
    • Remember to ask your post office to "hand-cancel" your invitations when sending them through the mail.
    • Seal your envelopes well before putting them in the mail.
    • Get a Sample Before ordering in bulk.
    • Printing at home: Test out printing with a sample first. Not all printers produce the same great results.
    • Printing with Cards & Pockets: Order a sample print.
    • When printing at home we highly suggest purchasing a sample first. Not all printers can handle our heavy weight cardstock and unique finishes.
    • Please Use Envelopes
      We do not recommend mailing our Pocket Invitations or Petalfold cards without a mailing envelope. You run the risk of losing all your carefully prepared enclosures, and severely damaging the invitation. We carry envelopes to fit our standard line of Pocket Invitations.
    • Check the dimensions if using other companies products.
      Other print and paper companies use different standards for their cut dimensions. We cannot guarantee that our products will match with outside companies products. We try to be as specific as possible with our dimensions to help. Please check the true dimensions of the 3rd party products to ensure the best fit. We strongly encourage ordering samples and checking the fitting of all our products before placing your full order.

    Envelope Sealing Tips
    You now have in your possession some of the highest quality envelopes on the planet. These envelopes are made with specialty art paper that is very different from that of the envelopes you would find at a typical office supply store. Because our papers are thicker and often have unique textures, we recommend taking care when sealing.

    Here are some tips for successful sealing:
    • We highly recommend using an “envelope moistener.” This provides a consistent application of moisture. Other tools that can help achieve even moisture are a brush dipped in water or a Qtip. Clear glue sticks and double-sided tape work well. Zip Dry Glue is also a great option. (Be sure to use just enough to seal the envelope. Any more could cause wrinkling or seep through the paper.)
    • After the glue has been moistened, seal the envelope by pressing firmly, moving fingers with consistent pressure across all adhesive areas for 5-10 seconds. This step is critical to assure a secure adhesion.
    • After envelopes are sealed, place them under something heavy while they dry. This will reduce any flap wrinkling and help to ensure a good seal.
    • We recommend asking your local post office to “hand-cancel” your invites instead of machine processing. This will allow greater care to be taken when processing.

    Large Order Policy

    We LOVE large orders. And we are grateful for them. However; we are trying our absolute best to work within industry-wide supply-chain gaps in order to serve as many customers worldwide as possible. Some large orders may need special handling and/or require additional processing times. For this reason, and for this season, we are ordering smaller quantities at a time more frequently to make sure our paper is allocated to the most customers & orders possible.

    What is considered a Large Order?
    A large order is a single order of one specific product/color (or cumulative orders within a 2-week time span) that are equal or greater than 1000 pieces total.

    Examples:

    1 order of 1000 (A7 MID GREEN ENVELOPES)
    2 orders of 500 (VERTICO SCARLET POCKETFOLDS)
    4 orders of 250 (A2 DUSTY BLUE ENVELOPES)

    Make sense?

    What will be the processing time of “Large Orders”?

    Most Large Orders will still fall under our normal processing times, but as a standard, Large Orders will be flagged and reviewed by our Inventory & Purchasing Department. Depending on availability, orders will be released for processing or you will be contacted shortly after placing your order if there will be any additional processing time or special handling required.