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Frequently Asked Questions

General Questions  |  Payment Info  |  Returns  |  Order Questions  |  Shipping Questions  |  Hallmark

General Questions
How do I stop receiving mailings from the Paper Store such as catalogs, coupons, etc.?
How do I unsubscribe from your email list?
What are The Paper Store’s standard coupon exclusions?
Does The Paper Store sell Gift Cards online?
Does The Paper Store accept donation requests?
Does The Paper Store have any career opportunities?
Does The Paper Store have a Senior Citizen’s Discount?

Payment Information
What forms of payment do you accept online?
May I redeem my merchandise credit online?
Does The Paper Store accept gift cards for payment online?

Returns
What is The Paper Store Return Policy?
May I return an item in my web order at a store location of The Paper Store?
May I exchange an item in my web order?

Order Questions
Why haven’t I received my entire order?
How do I cancel my web order?
May I place an order over the phone?

Shipping Questions
How long will it be before I receive my order?
How do I track my order?
Do you ship to PO Boxes or Military APO/FPO addresses?
Do you ship internationally?
Can I expedite my shipping?
What is the cost of shipping?

Hallmark
May I use my Hallmark Gold Crown Card online?
How do I replace my lost Hallmark Gold Crown Card?

Returns


Q: What is The Paper Store Return Policy?

A: To further view our return policies please visit our Store Return Policy and Website Return Policy.


Q: May I return an item in my web order at a store location of The Paper Store?

A: Yes, web orders may be returned at any of The Paper Store locations. Please see The Paper Store Return Policy. for more details.


Q: May I exchange an item in my web order?

A: The Paper Store does not accept or process exchanges online at this time. However, you may return your order for a refund, and you may order a replacement item by placing a new order. Online purchases may be exchanged at a retail location of The Paper Store.

General


Q: Does The Paper Store sell Gift Cards online?

A: At this time The Paper Store does not sell or redeem Paper Store gift cards online, however The Paper Store does sell gift cards at any of our Store Locations. Gift cards may be purchased in any amount of your choosing. To check the balance of your gift card contact customer service at (844)480-7100 or contact your local The Paper Store location.


What are The Paper Store’s standard coupon exclusions?

A: Coupons are limited to inventory on hand. No substitutions or rain checks. The Paper Store excludes the following from all coupon offers and promotions: Alex and Ani®, Vera Bradley, Chamilia®, Lego®, Nora Fleming, Under Armour, Lokai, The Elf on the Shelf® – A Christmas Tradition, Kate Spade New York, Columbia Sportswear, stamps, gift cards, products of the month, concierge orders, previous purchases and custom printing services. May not be used on or combined with any other promotion, coupon, offer or sale; or on items where any of the proceeds go to charity. Discount will be applied to the qualifying item(s), as shown on the receipt. Refund(s) from returned coupon item(s) will be made in the discounted amount. Tax is not included. Coupon terms, conditions and exclusions are subject to change at any time. Coupons have no cash value. No copies or reproductions will be accepted. This is a one-time use coupon and must be surrendered at time of purchase. Void where prohibited by law. See a store associate or contact Customer Service toll free at (844) 480-7100 for complete details.


Q: Does The Paper Store accept donation requests?

A: The Paper Store is proud to be a strong supporter of both The Salvation Army and the Dana-Farber Cancer Institute. Our Store and Corporate Employees regularly participate in fundraising efforts to support these wonderful organizations. Due to our efforts with The Salvation Army and the Dana-Farber Cancer Institute, we are not accepting individual donation requests at this time.


Q: How do I stop receiving mailings from the Paper Store such as catalogs, coupons, etc.?

A: To stop receiving mailings (catalogs, flyers, etc) from The Paper Store, please contact [email protected]

Please provide the following information so that we may accurately process your request;

  • First and Last Name
  • Mailing address
  • Email
  • Phone number

Please be advised that it may take up to 5 – 7 business days to process your request during which time you may continue to receive mailings from The Paper Store.

*Please note: Companies such as Vera Bradley, Yankee Candle, and others may have visitors to their websites select a favorite retail store when registering to receive emails and/or newsletters. If you have selected any of The Paper Store locations as your favorite store it is possible that you may continue to receive a direct mail piece with The Paper Store name on it.  As an official retailer for many brands and companies, The Paper Store participates in direct mail pieces that the Brand and/or company make available to us. It may be necessary for you to change your favorite store locations at these various websites to completely stop receiving direct mail with The Paper Store name on it.

The Paper Store also participates in many of the Hallmark Gold Crown mailings. If you have a Hallmark Gold Crown Card, you will continue to receive mailings from Hallmark, which list The Paper Store as the sender. Hallmark determines the retailer name(s) for these mailings based upon the Gold Crown member’s purchase locations. Should you not wish to receive Hallmark Gold Crown mailings please visit www.hallmark.com or call 1-800-HALLMARK (1-800-425-5627).


Q: How do I unsubscribe from your email list?

A: If you no longer wish to receive emails from The Paper Store you may select unsubscribe, located at the bottom of any of The Paper Store emails.


Q: Does The Paper Store have any career opportunities?

A: Glad you asked! To view the current opportunities in our store and Corporate Headquarters, located in Acton MA, please visit our Careers page.


Q: Does The Paper Store have a Senior Citizen’s Discount?

A: Yes, The Paper Store does offer a Senior Citizens Discount in select store locations only, discount not available for online purchases. This applies to those ages 55 and above to receive a 10% discount on Hallmark Cards on the stores particular day of the week.


Payment Information


Q: What forms of payment do you accept online?

A: We accept Visa, MasterCard, American Express, and Discover.


Q: May I redeem my merchandise credit online?

A: We do not accept merchandise credits online. Merchandise credits are only accepted at our store locations.


Q: Does The Paper Store accept gift cards for payment online?

A:  The Paper Store does not accept Paper Store Gift Cards or Merchandise Credits online.  The Paper Store does accept any of gift card with a major credit card logo (Visa, MasterCard, Discover, American Express) on the front of the card.

*In order for a gift card from a major credit card company to be accepted for payment the gift card must be registered with the issuing credit card company with the customer billing information.  In addition, the gift card balance must cover the cost of the entire order as we are only able to accept one form of payment.


Hallmark


Q: May I use my Hallmark Gold Crown Card online?

A: We are not able to accept the Hallmark Gold Crown Card online at this time.


Q: How do I replace my lost Hallmark Gold Crown Card?

A: We are unable to get a replacement Hallmark Gold Crown Card for you at The Paper Store. In order to get a replacement card you may either:

1. Visit www.hallmark.com to request a new Crown Rewards Card. Please allow 4-6 weeks for delivery.

  • Log into your Account on www.hallmark.com. If you do not have an account you may create one at that time.
  • Under the My Hallmark heading at the top of any page on Hallmark.com, click on Crown Rewards.
  • Scroll down to Customer Care on the left side, then click on Request a new card.
  • Click on Submit.

2. Call 1-800-HALLMARK (1-800-425-5627) and follow the prompts. You will need your Hallmark Gold Crown Number to request a replacement card. You may find your account number on any recent mailing that you received from Hallmark.

 


Shipping Questions


Q: Do you ship to PO Boxes or Military APO/FPO addresses?

A: Currently, we only ship to PO Boxes.  We do not ship to Army Post Offices (APO), and Fleet Post Office (FPO) addresses.


Q: Do you ship internationally?

A: At this time The Paper Store is unable to ship outside of the continental United States.


Q: Can I expedite my shipping?

A: The following shipping options are available when you check out. Please note that Expedited orders such as 2nd Day and Next Day services will be shipped out the following business day.

Business days are Monday through Friday, excluding Holiday’s.

  • UPS Ground Shipping  (3 – 7 business days)
  • UPS 2nd Day Shipping (2 business days)
  • UPS Next Day Shipping (1 business day)

Sorry, expedited shipping is not available for shipments to Hawaii, Alaska, U.S. Territories, PO Boxes, or Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.

NOTE: Orders shipping to non-billing addresses may be subject to review and verification for auditing purposes. If a review and verification is required, The Paper Store reserves the right to hold your order for review. The Paper Store will make three (3) attempts to contact you via the contact information provided. If The Paper Store is unable to reach you through the contact information provided your order may be canceled.


Q: How do I track my order?

A: Once an order has shipped out, we will send you an email with the tracking number. Just click on the link and it will take you to the UPS,  website.

You can also track your order in your order history. Just log into your account using your email address and password, then click on your order number in your order history. The tracking number will appear under the Status & Tracking column. If you click on the link, it will take you to the tracking information for your order.


Q: I just placed an order; how long will it be before I receive my order?

A: Depending on the shipping options that you have chosen, your delivery day will fall into one of these categories below.

Ground Service

For ground shipping, you should receive your order within 3-7 business days.  Please allow additional time for shipments to PO Boxes.  All Ground Service shipments are committed by The Paper Store to be shipped within 2-3 business days.

Expedited Service

For expedited services such as 2nd Day and Next Day orders will be processed the next business day.  We are unable to guarantee that expedited orders will be processed same day.  Please allow one additional day for processing of your order.

For example: an Next Day order placed on Monday should not be expected to ship until Tuesday with an expected delivery day of Wednesday.

*expected delivery date excludes Holiday’s.  Please allow additional time for orders placed on or during a holiday period.


Q: What is the cost of shipping??

A: Shipping costs are determined by the zip code to which an order is being shipped and by the weight of the shipped item(s). Shipping costs will vary from state to state.

The Paper Store does offer an estimated shipping feature within the shopping basket that may be used to estimate the shipping cost that may be applied to the order. This is only an estimate and may not be the final shipping cost.


Order Status Questions


Q: May I place an order over the phone?

A: Sorry, we are not able to accept phone orders.


Q: How do I cancel my web order?

A: Please call customer service at (844) 480-7100 immediately if you need to cancel your order.  Customer Service hours are Monday – Friday from 9 am to 5 pm EST.  Please be advised that orders are processed and shipped as quickly as possible, and it may not always be possible for to cancel your order.


Q: Why haven’t I received my entire order?

A:  The Paper Store makes every effort to ship your items together. However, there are times that we may have to divide your order into multiple shipments. Common reasons for dividing an order are:

  • Item availability
  • Shipping from different fulfillment centers

Please note that when we divide an order into multiple shipments, you are not charged an additional fee. We simply divide the shipping cost provided at checkout across the multiple shipments when your order is charged. You are not charged until your order ships.

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