Shopping
What's included in the cost of my stationery?
- This varies depending on the Brand. Each product page includes specific details about what is included (or not included) - please carefully review the descriptive text that is listed with each product to be sure you know what you will receive. When in doubt, contact us.
Some of your products have a minimum quantity of 25. What if I don't need this many?
- For most products, you can request to print less than the minimum quantity requirement. However, you will still need to pay for the minimum of 25 as most of our brands require the full cost to cover their minimums and setup fees.
Can I come into your store? Or are you an online store only?
- Ecoluxe Paper Goods currently operates as an online boutique. Orders ship directly from the product manufacturer, so we encourage you to review each brand's profile page. This will give you an idea of where products are produced and shipped from. At this time, we do not have our Cart set up to accommodate local pickup requests. This may change in the future.
How far in advance should I order my stationery?
- Lead times vary, but we recommend you order as soon as you have enough details to complete your wording. If you have a RUSH request, please contact us so that we may recommend a solution.
Do you have a catalog?
- We do not have a printed catalog, however, the website functions as an online collection of the products currently available for purchase.
Can I order samples?
- Yes – for some of our products. Sample Packs are available of purchase here and are shipped with a Discount Code that can be used towards future purchases at Ecoluxe Paper Goods.
Can I re-order stationery that I have already personalized?
- Yes, you can. Please contact us with your requirements and we can advise you on how we will proceed with your reprint. Be prepared to place a new order as we DO NOT keep any of your payment information in our system.
Most manufacturers will recommend you order items at the same time to ensure consistent color across all stationery pieces. While every effort is made during press calibration to conform to a single standard, due to the nature of the printing process, there will still be slight variance from one press job to another.
Payment and Ordering
What kind of payment do you accept?
- We accept major credit cards (Visa, Mastercard, Amex and Discover).
Will I be charged tax on my order?
- Ecoluxe Paper Goods is a registered retailer located in Ontario, Canada. Therefore, all orders shipping within Canada will be subject to 5% GST tax. Additionally, orders shipped within Ontario will be required to pay 8% PST.
US Customers do not pay sales taxes.
Do you offer any quantity discounts?
- Yes, for most of our products available in large quantities, the price per piece is discounted as you increase your quantity. On each product page, you will see a “Pricing” section that outlines the discount as you increase quantity.
How can I place an order?
- You can place your order online, anytime:
1) Find the product you wish to purchase
2) Click the “Customize Now” button if your order is eligible for real-time proofing, otherwise click the “Add To Cart” button.
3) Proceed to Checkout by either entering an existing username/password, or create an account. You can also proceed as a Guest User.
4) You’ll be taken to our SSL Encrypted secure, single-page Checkout. Complete your information and you’re done!
5) You will receive a standard Order Confirmation email. If your order includes personalization, you will receive your first Design Review and digital proof by email within 1-3 business days.
If you are experiencing issues with placing your order online, please feel free to contact us by phone at 1-877-ECOLUXE and an ordering specialist will contact you to discuss your order.
What happens after I’ve placed my order?
- Your order will be reviewed by our admin staff for completeness and accuracy. If you have requested a product that requires personalization, your customization details will be passed on to the stationery vendor, who will then finalize a digital proof for your review. Proofing turnaround time is 1-3 business days. Once you have approved your design, production begins (usually completed within one to three weeks, please confirm in the Description area of each product page). You will receive an email when your order has moved into Production, and you will also receive a Shipment Confirmation once your order has shipped.
If you have ordered non-personalized stationery, such as Boxed Notecards or Notebooks, most products are in-stock and ship within 1-4 business days from the vendor’s facility unless otherwise noted on the product page.
Do you provide a proof of my text and font choices?
- Yes, each order includes two complimentary proofs. Even if you have used our online Card Customizer, you will still receive a professionally typeset proof by email. You then have the option to approve the proof or request minor changes (font color/style edits or versing changes). You’ll receive your second complimentary proof within 1-2 business days if you request changes.
What if I change my mind after I've ordered?
- For personalized stationery:
Once an order is placed, your details are immediately sent to the stationery designer for proofing. Because of the designer expense involved, we are only able to refund 50% of your order subtotal should you choose to cancel the order in its entirety. If you wish to make changes to the design, or colors/fonts you can request this (please do so as soon as you know what you’d like to do). Some requests will be subject to a nominal design fee.
If your order is personalized and has been approved to go to Production, due to the customized nature of these products, we will not be able to refund any of the order. Any edits or changes made after an order has gone to Production will be considered a reprint and will be subject to payment – however, please contact us and we will do whatever possible to assist you.
-
For non-personalized stationery:
If you have NOT received your Shipment Confirmation email, it may still be possible to cancel the order in its entirety and receive a full refund or store credit. However, if your order has already shipped, and you still do not want the products, you will be required to send back the unopened, unaltered product at your expense. You will need to include an Authorized Return Number with the package, so please be sure to contact us before you send back any items.
Customization
I have questions about customizing a design. Where do I get more information?
- This varies by brand. Please refer to the Brand page of the vendor that produces the design to see if the design is eligible for customization. Some products let me proof the stationery in real-time, some do not. Why? We currently only offer real-time proofing for baron*cards products. For all other products, you will need to submit your wording in the form fields provided on the product page, and the vendor will professionally typeset your design.
I have questions about using the Card Customizer, please help!
- Please refer to our Card Customizer FAQ page where the most common questions are answered.
I’m stuck with the wording. Do you have examples you can show me?
- We're currently building a reference sheet to help with wording. In the meantime, we recommend verseit.com as a valuable resource to assist you with your wording.
Shipping and Returns
How long will it take to receive my order?
Do you ship internationally?
- We currently offer shipping within North America only. However, if you reside outside of North America and have interest in our products, please contact you and we will advise if we can assist you.
What is your cancellation/refund policy?
- You can request a refund under the following circumstances:
a) If your order is a stock product (not custom printed) and the item is still at our production facility (ie: it hasn't shipped yet).
b) If you have placed a custom printed order, and the order is still in "Processing" (usually within 1 business day of placing the order). Once the order has been updated to "In Production", however, this means your final approval has been accepted and we have started print production. We do not refund orders once they have been sent to print.
c) If you receive a product that is different from your approved proof, or if the item was damaged in transit, we will do whatever we can to find an agreeable solution between yourself and the manufacturer or delivery carrier.
It is also important to note that we will not offer refunds based on color, print process, or paper stock. We highly recommend that you order a sample from your preferred designer(s) so that you can evaluate these characteristics in advance of making your purchase.
We want you to be completely happy with your purchase so if you have questions, please be sure to contact us.
Technical and Customer Support
What are the recommended browsers for your site?
I'm having problems viewing your site. Help!
- This website relies on Web 2.0 technologies such as JavaScript, AJAX, DHTML and CSS. If you have your browser settings configured to suppress any of these technologies, you may receive an error message. Your browser may prompt you to allow our website access to these controls, and we encourage you to do so for complete access to this site.
To use our Card Customizer, please install the latest Flash Player (for free) from Adobe. Get it here.
If you are still having problems, please contact us and we will do our best to assist you.
Do I have to register to use your site?
- We do not require that you create an account to use our site. You can proceed as a “Guest” user during Checkout. If you do choose to create an account, your preferences will be retained when you visit the site and upon Checkout. However, we do NOT keep any of your credit card information anywhere on file in our system.
I forgot my password. What should I do?
- You can contact us to reset your password. Alternatively, you can create a new username and password.
I want to save my designs. How do I do this?
- Unfortunately we do not offer the option to save designs at this time. However, the system will retain your last Card Customizer settings until you clear your browser’s cache.
I have questions - who do I contact?
- Email is the most efficient method of reaching our Customer Support team. You can also use the convenient “Contact Form” on our contact page. If you are calling us via voice, we have customer representatives available to answer general questions during regular business hours, which are Monday – Friday, 9:00-5:00pm EST. Quite often, you will be referred to a Product, Ordering or Technical Specialist if our reps are unable to answer your question.
|
