FAQ's

GENERAL


How long do orders typically take to ship?

Orders usually take 1-3 business days for processing. Occasionally a delay may occur, in which case you will be notified asap!


Do you offer expedited shipping?

We always try our best to accommodate special delivery needs, and expedited shipping can be arranged for an additional charge. If you'd like to discuss shipping alternatives, please contact us and someone from our team will be in touch asap to discuss options..


Do you offer international shipping?

Absolutely! Upon checkout you’ll be able to select your country and choose your preferred shipping rate. Please contact us asap if you need additional help. We also ask that you please note all international orders may carry extra tariffs or duties that we cannot predict. Please check with your local customs office with questions about which duties, import taxes, and/or other regulations that might apply to you.


Do you charge sales tax?

We are not required to collect sales tax on orders outside of New York. For all New York orders, a sales tax of 8.875% will apply.


How do I checkout with PayPal Express?

If you are checking out using PayPal Express, you will first be taken to the PayPal page to input your credit card information and billing address. After this step, you’ll be shown available shipping options and can proceed to checkout.


Whoops, I need to cancel my order, what should I do?

Please contact us immediately if you’d like to change, modify or cancel your order and we will do everything we can accommodate your request. For personalized orders, we will email you to confirm the details. Once you approve this confirmation, we can not accept refunds, returns or cancellations. Please note that after your final approval is confirmed, we cannot accept returns due to any errors (such as misspelled words etc.). By approving your final proof, you accept responsibility for the information and layout as shown. If errors are discovered after proof approval, we are required to charge for a reprint. Please check your email confirmation thoroughly before sending your approval.


What is your refund/ return policy?

We hope you are nothing short of thrilled with your order, but if it’s not love at first sight or something is incorrect with your order, please contact us asap so we can do everything we can to remedy the situation!

Unused and unopened goods may be returned within 15 days of receipt for a refund. Once we receive the returned item(s) the charges will be credited to you (shipping costs are non-refundable). Used, opened, and/or final sale items cannot be returned.

*This does not apply for personalized orders. Personalized orders are non-refundable once your order is confirmed.


The item I’d like is backordered/ out of stock. What can I do to get this hot commodity?!

Yikes! We try our best to keep a consistent stock but unfortunately we can run out of items from time to time. If something you’d like is currently backordered or out of stock, you can always contact us and we’ll let you know what we can do to remedy the situation as quickly as possible.


How can I find your goods near me?

Please check out our Stockist page to see where you can get your hands on our stuff locally!


What kind of materials do you use and are they environmentally friendly?

All our paper goods are made with FSC certified paper. Cards are printed on heavyweight 120lb. uncoated white paper and include matching envelopes. Art prints are printed on a thick 19pt savoy cotton. Notepads are printed on a 20lb text weight paper and have a recycled chipboard backing. Our cellophane bags are made using 10% recycled material and are archival, acid and lignin free.

We always try to print locally and source products made in the United States when possible.

I’m a retailer and would like to place a wholesale order. What’s the best way to get in touch?

Please visit our contact page and we’ll be happy to send you a wholesale catalog and ordering info.


PERSONALIZED GOODS


How long does it take to receive personalized goods?

Items typically ship 2-3 weeks from the order date. If you have time sensitive or specific delivery needs please contact us and let us know what you need. Someone from our team will get in touch asap and let you know what we can do!


How does the ordering process work?

Upon placing your order, please fill in the memo box with the applicable details as instructed. You will receive an order confirmation, this is only to confirm your order was received. Someone from our team will personally email you to confirm the details and send you a digital proof. Once you confirm the digital proof we will send the item to print and notify you once it’s ready to ship.


Can I use the image from my personalized order for a logo on my website, blog, etc.?

We’re thrilled you’re so happy with the design on your personalized order! If you’re interested in having us design a custom logo for you, please contact us and we’d be happy to discuss the project with you!

However, all images created for you (template and custom) by Frances Lab are the sole property and copyright of Frances Lab, LLC and may not be reused without permission.


What if I need to cancel or return my personalized order?

Once the final proof for your personalized order has been approved your order is non-refundable. Please note we cannot accept returns due to errors such as misspellings, etc. By approving the final proof, you accept responsibility for the information and layout as shown. Charges will apply for reprints. Please review all orders and your digital proof very carefully before submitting your final approval.


Do you offer custom services?

We absolutely do custom goods! It’s a case by case basis depending on what projects we currently have in the works. If you have something in mind please shoot us a note through our Contact page and tell us about the project. Someone from our team will get back to you asap and let you know what we can do!