What's your return policy?
If you are not satisfied with any merchandise, you may return it within 14 days of receiving your order. Returns require prior authorization, so please submit a return request form, or email us at sales@papercranela.com. Once the return request is submitted, we will issue a return authorization and a label to return the items. Unauthorized returns may be shipped back to the sender.

Do I have to pay sales tax?
You only have to pay sales tax if you are located in California.

Do you ship to my country?
Currently, we ship to the United States and Canada only.

Has my order shipped? How can I track my order?
Click the "My Account / Order Status" link at the bottom of our site to check the status of your orders. If the status is "SHIPPED", you will see the tracking number from your invoice.

How do I contact you?
Please click here to submit your inquiry ticket and we will answer your question within 24 hours.

I need a copy of my receipt/invoice.
Go to "My Account / Order Status" link at the bottom of our site and click to "View Order Detail" button, and then you will see the button to print invoices.

When will my order ship?
The orders are shipped within 1 to 2 business days but some orders may be delayed due to the payment issues.

How do I use a coupon?
After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. And at the bottom of the shopping cart, you'll see a box where you may enter your coupon code.

I forgot my password.
Click the "My Account / Order Status" link at the bottom of our site. Under the login box, you'll see a link that says "Forgot your password? Click here" and it will send an email to you with your password.

My order never arrived.
Click the "My Account / Order Status" link at the bottom of our site to track your order status. Be sure that all of the items in your order have already been shipped. If your order displays your Package Tracking Numbers, please confirm with the shipper that your packages were delivered. If your packages show a status of "delivered", please contact customer service for assistance.

How do I return my item?
Once you submit a return request, we will send you instructions.

My credit card was charged twice.
The fund for your credit card or debit card may be held temporarily due to declined card transactions, such as card security code or billing address mismatches. However, it will be released to your account normally within 48 hours. If your fund is still pending on your account after the time frame, please click here to contact us.

I received the wrong product.
If you feel that you have received the wrong product, please click here to submit a ticket within 3 days of receiving the product.

What is the difference between store credit and refund?
A store credit is applied to your account with us at PapercraneStore.com. It never expires and is automatically deducted from your next order. A refund is a credit back to your payment card or to your PayPal account. However, please allow up to 2 weeks for the refund to be processed completely.