FAQ

Paper Orchid FAQ

Business Hours Envelopes
Customer Service Design and Customization
Samples Monograms
Ordering and Payment Printing and Personalization
Shipping Proofs
Returns Product Information
Papers Wholesale

Our customer service specialist is available to answer any questions you may have about our products, customization process or ordering.

Always feel free to email or call our customer care specialist if you need additional help. Our goal at Paper Orchid is to help you get you exactly what you want in an easy-to-order environment.

Business Hours Expand

By Email
cc@PaperOrchidStationery.com

By Phone
Monday - Friday
8 am - 5pm PST
Toll Free: (866) 280.2125
Fax: (800) 559.7961

Customer Service Expand

How do I contact customer care?
Feel free to email us at cc@PaperOrchidStationery.com or call us toll free at 866.280.2125, Monday through Friday from 8:00 am and 5:00 pm (PST).
Do you have a printed catalog?
We do not have a catalog at this time. Please contact Customer Care to inquire about an item you do not see on our website.
Do you have a store?
No. We do not have a physical store, but you can shop any of our valued partners by using our Store Locator feature.
How long does it take to process my order after I place it?
We always try our best to ship in-stock merchandise as soon as possible. If you have a timeline to meet please add your in-hands date to the comments section at checkout. You will find the comment section in your shopping cart, which will pop up in a separate window. You will be notified if we cannot meet your in-hands date request and if rush charges apply.

Please refer to the chart below for the average processing times*.

Regular Processing Time*
Sample Orders: 2-5 business days
Standard Stock Orders (non-custom): 2-7 business days
Printed Items (pending approval process): 10 business days
Custom Color Items: 5-7 business days


*excludes shipping time
Can I rush my order?
Yes, you may request us to rush the processing of your order. We will notify you if a rush is not available. Rush processing costs $25. To speed up the process even more, you can add accelerated shipping to your order at an additional cost.

Samples Expand

Do you offer samples?
Yes. We encourage customers to order samples to see and feel our high quality products in person. To order a sample of a specific product, please click on the "Order a Sample" button on that product's description page.

If you need further assistance, please email us cc@PaperOrchidStationery.com or call us at 866.280.2125.
Do you ship samples to international addresses?
Yes, we mail samples to international addresses via USPS. Please allow 10 business days for delivery. Other shipping methods are available upon request and will require additional shipping costs. Please email us for more information.
Can I customize the color of my samples?
No. Because custom color orders are made to order, we do not offer custom color samples. If you are interested in a particular paper color(s) please add that to your comments when ordering your sample. We will include a paper swatch with your order.

Ordering and Payment Expand

What payment methods do you accept?
We accept Visa, MasterCard, Discover, and American Express credit card and debit card payments. Sorry no checks or money orders accepted. Credit card and debit payments are processed according to real time once the order is submitted. All credit card and debit card details are collected using a SSL secured server.
Do you charge sales tax?
Since our dispatch center is located in California, we are required to collect sales tax for orders shipped within the state. Orders shipped outside of California are exempt from sales tax.
Do you offer coupons or promotional discounts?
Yes, on occasion we do offer a promotional discount. To receive promotional discounts please sign up for our email newsletter. Sign up is located on our home page.
How do I apply a promotional code to my order?
Yes, occasionally we do offer promotional discounts and other coupons. To receive promotional discounts on a regular basis please sign up for our email newsletter (please use the form on the left of this page).

To apply a Paper Orchid promotional code to your order, enter the code in the "Promo Code" box during checkout and click "Apply." You will see a confirmation message once the code is accepted, and the appropriate discount will appear in your order summary.

An error message will display if you enter an invalid code. Please note that the numbers one or zero might be confused with the letters "O", "L" or "I," so you may want to try interchanging these characters when you enter your promo code. See the fine print on emails or other promotional materials for details about code expiration dates.

Unless otherwise stated, offers cannot be combined with other promotions or discounts, and no more than one coupon can apply per order. To prevent abuse, we reserve the right to discontinue or modify these offers at anytime without notice. We reserve the right to cancel any order at any time.
Do you drop ship and is there an extra cost?
Yes, we can drop ship to an individual address. Wholesale accounts who choose to drop ship, will incur a fee of $3 per order and per address. Please provide this address in the shipping address section when placing your order. We will not include your invoice in a drop shipped order. This will be mailed to the billing address only.

Wholesale accounts drop shipping, who do not check the box, will be shipped the order to your main shipping address.

Please note, if you are not a wholesale account, the drop ship fee does not apply and the box does not need to be checked.
Do you offer quantity discounts?
Yes, in most cases we can offer quantity discounts starting at 1000 pieces or for Non-Profit organizations. If you are interested in a specialized quote please call or email us with your order details.

Shipping Expand

What are Paper Orchid's shipping costs and methods?
We offer standard UPS Ground shipping or FedEx for delivery within the United States. We also provide shipping options to expedite transit time. After entering the shipping zip/postal code and selecting residential/commercial address, several options will appear for selection. All of our shipping rates are directly linked to the carrier and reflect their charges to us.

We offer Priority Mail shipping via the United States Postal Service (USPS). Paper Orchid is not responsible for any orders shipped using USPS that become lost or arrive damaged.

We ship all international orders according to the method chosen by the customer. Please note that for international orders Paper Orchid is not responsible for any international customs or duties that may be imposed. Please check with your local customs office about rules and regulations that may apply to you.
What are your international shipping costs and methods?
Paper Orchid welcomes all international orders. We ship the best way through UPS, FedEx, DHL, and USPS (upon request only). Please note, Paper Orchid is not responsible for any additional duties or taxes associated with international shipping.
How do I track my order?
Once your order has been shipped, we will send you a shipping confirmation email that will include the tracking number for your order. Sample orders do not receive a tracking number as these are sent via USPS mail.

Returns Expand

What is your return policy?
We are confident that you will be happy with the quality of our products. In the unfortunate case you receive defective merchandise, please contact Paper Orchid within forty-eight (48) hours of delivery as all returns must be approved in advance. Paper Orchid does not accept returns on non-defective merchandise for any reason. Custom orders are non-refundable and non-returnable. Please note we cannot refund shipping costs.

In the case that Paper Orchid has made a mistake fulfilling your order, please accept our apologies and be rest assured that we will fix the mistake as quickly as possible. Once you notify us, we will offer you a full refund, exchange or credit toward a future purchase. If you opt for a full refund, we will ask that you please return the order in its original form and packaging. We will issue a refund as soon as we receive the shipment. We cannot accept any opened merchandise as a return.
  • Claims for shortages or damaged merchandise must be reported within 48 hours of delivery. No returns for damaged merchandise accepted without prior authorization by Paper Orchid.
  • No returns for non-defective merchandise for any reason.
  • All custom merchandise is non-refundable and non-returnable.
  • Sale products are non-refundable and non-returnable.
  • Sample items are non-refundable and non-returnable.
  • Original shipping costs cannot be refunded. Paper Orchid will send the correct item back via UPS Ground.

Papers Expand

What paper types are available?
You can find the stock paper color(s) for that item included in the product description. We carry dozens of additional paper colors and only order from the highest quality mills. If the product is available to be custom cut in another color, simply click on more options to select your color. Please note that some of our papers do have a texture that may be hard to photograph. Paper Orchid does portray the product to the best of our ability, to show it as you would receive it.
What are cover papers?
Cover paper is a heavier paper (65lb-111lb.) used for invite backers and most of our accessories.
What are insert papers?
Insert paper is a lighter, text weight paper used for printing purposes included with most of our invitations (where applicable), and some of our accessories.
What color papers are available?

Our cover papers are high quality and heavy weight. Please refer to our website and/or catalog to see the colors available for each individual product. Custom colors are available, however, custom fees, minimums, or exclusions may apply. Actual paper colors may vary and are subject to change at any time.

 

     COVER STOCKS

      TEXT STOCKS

Envelopes 

What envelope colors and sizes are available?
All of our envelopes are available in white or ivory (square flaps) and are manufactured in a 70# text-weight paper.

A2 White or Ivory 5.75" x 4.375"
A7 White or Ivory 5.25" x 7.25"
A7 White or Ivory Pearl Lined 5.25" x 7.25"
A8 White or Ivory Outer Envelope 5.5" x 8.125"
A9 White or Ivory 5.75" x 8.75"
Is printing available on envelopes?
Yes, you can choose to have your return address printed on the back flap of your invitation envelope or on the front of your response card envelope. Both thermography ink and flat ink are available for standard envelopes. 

Design and Customization Expand

Can I change the color of my invitation or accessory?
Yes, you can change the paper color for most of our standard products*. Custom fees are due at time of order. Custom orders are non-refundable and cannot be cancelled once order has entered production.
Minimum order: 25 pieces
Custom fee: $50 (waived if you order 250 pieces)
Per piece fee: $.20/$.40
Turn-around time: 7-10 business days
*We reserve the right to exclude certain items from this customization feature. Some items, including but not limited to favor boxes and cake wraps require a 250 piece minimum when ordered in a custom paper color.
Can I have my own design laser cut in one of your formats?
Paper Orchid does not offer complete custom designed invitations. However, please contact our parent company, Lightwave Laser, to discuss design options, 800.559.7965.
Can I change the format of a design?
Yes, you are able to make some of our A7 size invitations an A9 or vice versa for a custom art fee of $250. Please contact customer care at cc@paperorchidstationery.com for further information.
What color papers are available?

Swatches

Monograms Expand

What if I want a different style for my monogram letters?
Paper Orchid offers a variety of monogram styles. Please see each specific monogram product for the font styles available in that product. Custom minimums and charges may apply if you are interested in a custom style or specific font. Please contact cc@paperorchidstationery.com for details.
What color papers are available?
Swatches

Printing and Personalization Expand

What are your printing guidelines?
Minimum quantity for custom printing is 25 pieces. The customer is solely responsible for the content on his/her product. We will not reproduce anything obscene and we reserve the right to refuse an order based on content. Please make sure to double check spelling, punctuation, and grammar before submitting your order. Although we will try our best to catch an error, we cannot be held accountable should an error occur in those areas.

Once a custom printing order is submitted, we will send you one complimentary round of proofs within 1-2 business days of processing your order. It will be sent to the email address associated with the order. Additional proofs may be requested for a $10 fee. Please approve your proof as soon as possible. Your order's delivery date will be pushed back for each day you delay since we cannot print your order until you approve the proof. If you have questions regarding this process, please feel free to email us.

We understand that sometimes getting the words just right can be difficult. As long as you submit all or your wording with your order, our graphic artist will make adjustments so everything avoids the laser cut art and fits within the print area. Also, if you wish to use a font style from one of our printed samples, please indicate it in the comment section of your order and we will change the font accordingly. These initial adjustments will be included in the first round of proofs and will not incur a custom proof fee.

If you do not choose to submit your custom print via our website, you can email your custom text. It can be included in the body of the email or as a separate attachment. We can accept most pdf files, Word documents, EPS, and AI files. When forwarding us your words, it is important to include specific font style, size, and alignment preferences, along with any other special instructions, so we can adequately set up the proof for your approval.
Are you able to print in foreign languages?
Yes. As long as the text is submitted to us in either a word document or pdf file we can edit, we are able to create a proof for you. During the proof approval process, you will be responsible for double checking all punctuation, grammar, or punctuation corrections—should there be any.
How much does it cost to print?
Paper Orchid offers both flat printing and thermography (raised) printing. Printing prices reflect a flat rate for both wholesalers and consumers and are applicable to invitations and envelopes. Each print file created has a printing fee associated with it.
Quantity (pieces) Flat Thermo
25-100 $54 $64
125-200 $60 $70
225-300 $66 $76
325-400 $72 $82
425-500 $78 $88
525-600 $84 $94
625-700 $90 $100
725-800 $96 $106
825-900 $102 $112
925-1000 $108 $118
What is thermography printing?
Thermography is a modern and raised printing technique that creates a textured appearance on your invitation. During the process, printed sheets come off a press and pass through a powder application, where resin is applied to the wet ink. The resin is then removed from all areas, except where it adheres to the wet ink. The paper is then heated, causing the resin to melt and fuse to the ink. The paper is subsequently cooled, finalizing the process and leaving a raised design wherever the resin mixture lies on the paper.
What ink colors do you have available for thermography and flat printing?

Please contact customer care for additional ink color options. Custom ink fees may apply.
Is printing available on envelopes?
Yes, you can choose to have your return address printed on either your invitation envelope and/or your response card envelope. Back flap printing is available for your invitation envelopes and centered front printing is available for response card envelopes.
Do I have to use Paper Orchid's font and alignment choices?print
No. Though, we try to offer the most popular and current fonts available, we understand when it comes to variety, the sky is the limit. If you have a specific font and style of alignment in mind, we will try our best to accommodate. You can either send us the font file of your choice, along with your custom text and alignment details, or you can create and send your own print-ready pdf file, in which case, the text in your file must be converted to (outlined) strokes, properly aligned and sized as you would like to see it printed. Then, our graphic designer will set up a proof for your approval before it goes to print. If additional design work is required from our graphic designer, your order may be subject to an additional design fee. You will be notified if that is the case.
Can I submit foreign text or a personal crest?
If you would like to submit text or names in a language other than English, or if you'd like to add a personal crest to your design, you can include this information in a separate email to us. If you choose to submit your own file, the text must be aligned and sized as you would like to see it printed. In some cases, we may need the specific font file or require you to convert the text to (outlined) strokes. Our graphic designer will then set up a proof for your approval. During the proof approval process, you will be responsible for double checking all punctuation, grammar, or punctuation corrections, should there be any.
Can I print my invitations with my home printer?
Most of our papers can be printed at home with a laser printer. However, due to there being so many makes and models of printers, we cannot guarantee the printability. We do have templates available on our Printing Template page to help you get the proper alignment at home.
Can you print recipient names and addresses on my envelopes for me?
We do not offer recipient name and address printing.
Can I send you my recipient list and have you mail my stationery?
We do not offer a mail service.
Can you print my guest's names on my place cards for me?
Unfortunately, we do not offer variable data printing at this time.

Proofs Expand

Do you offer digital proofs?
Yes, for printing orders only. We will send you a complimentary proof within 1-2 business days of your order being submitted. It will be sent to the email address associated with the order. Please approve your proof as soon as possible. Your order's delivery date will be pushed back for each day you delay since we cannot print your order until you approve the proof. We offer one complimentary round of proofs with every order. Additional proofs may be requested for a $10 fee.

Product Information Expand

How do I know the dimensions of your products?
All of the product specifications will be listed with each product description. You can also find all of our product dimensions and specifications in the back of our catalog on our Products Spec page. Our catalog can be downloaded on our home page.
How do I know how many pieces are in a package?
Each product description will detail the amount of pieces that are included with that purchase. When a 10-pack, 12-pack, or 25-pack is stated you will receive that respective amount of individual pieces; 10, 12, or 25 etc.

Our response cards and place cards come in a 2-up format (side by side) sheet for easy at home printing. When, for example, a 25 pack is ordered, you will receive 13 sheets of the 2-up format.
What is included in a package of invitations?
You will receive the invitation (also known as a "backer" when an insert is included), an insert if applicable, and an envelope to complete the set. Double sided sticky dots will be included when necessary for assembly.
Are envelopes included with response cards?
All response cards will include a matching white or ivory envelope. If you will be ordering a response card for another purpose (such as an accommodations card) and no envelope is needed, please indicate this in the comment section of your order and we can adjust your order and apply a credit.
Are there extra inserts when I order a package of invitations?
Yes, you will receive extra inserts when ordering an invitation style that includes inserts. There are 11 inserts in a 10-pack, and 26 inserts for every 25 pieces ordered.
Will my invitations come assembled?
No, we do not assemble invitations. Most of our product require minimal assembly and are easy to assemble.
Can I change the color of a product?
Yes, with most items you can select the desired color paper. Please visit our Design and Customization section for applicable fees. Please note our envelopes are only available in white or ivory.

Wholesale Expand

How do I open a wholesale account?
If you own a stationery store, gift shop, bakery or complimentary business and would like to open a wholesale account, please contact us at cc@paperorchidstationery.com or call us at 866.280.2125. You will be sent new account forms and wholesale terms/agreements forms needed before a Customer ID or login credentials will be provided. Net terms do not apply to online orders. We require Visa, MasterCard, Discover or American Express for payment. Some restrictions may apply. If you would like a catalog, please email cc@paperorchidstationery.com.