General Questions

2017 Holiday Hours

November 1st - December 15th 
We are open from 8:00am - 5:30pm

December 18th - December 31st> 
We are open from 8:00am - 4:30pm

Closed 
Monday, December 25th and Monday, January 1st

How do I open a billing account?

Opening A Billing Account

To have your order invoiced, you must place your first billed order by phone.  Please be prepared to provide further information for our credit department if needed.  We would require you to provide your business name, address, phone and fax numbers to run a credit risk analysis.  Should you have any questions regarding opening a billing account, please contact our credit department directly at ar@paperdirect.com.

If you are ordering from an educational institution or government agency, please contact the credit department, as you may already be set up with an account with us.  

How do I place an order?

We have four easy ways to order.

Order Online 
Shop online for 24-hour convenience. Place your selections in the shopping basket until you are ready to check out. Then, complete the billing information and submit your order.

Order By Mail 
Fill out the order form(s), giving all necessary information for each item ordered. A faculty/staff member or other authorized adult must sign the order to authorize shipment and guarantee payment.

Download Order Forms:

Order By Fax 
Our fax line is open 24 hours a day, seven days a week. Just fax us your order at
800.443.2973. For fax orders, a faculty/staff member or other authorized adult must sign the order to authorize shipment and guarantee payment.

Order By Phone 
Your order may be phoned in by authorized personnel. Simply call our toll free order line: 1-800-272-7377.

How to find saved projects or order history

1) Sign in to your account at the top of the page

2) Add the top of the page go to my account

3) Scroll down to Order History | Saved Projects

4)You should be able to see both History of orders and Saved Projects

Volume orders and discounts

Large-quantity orders may be eligible for special volume discounts! Just call 800-865-8634 or email us at volumesales@paperdirect.com.

What is Design Services?

Send us your text, logos, photos, or signatures and our professional designers will lay out all the elements to create a polished masterpiece. (NOTE: You must call or email us before sending your text and images.) With design services you will receive:

LOGOSwe can create one for you. And we can upgrade your image from Internet-ready low resolution to print-ready high resolution.

AFFORDABLE prices starting at just $29.99/hour. Add signatures to cards for a $15 charge. Proofs are $10 per proof.

FAST shipping—your job prints and is ready to ship about 3 business days after final approval.

ART GUIDELINESacceptable file formats for original e-mailed artwork: Illustrator CS4 or CS5 or earlier. NOTE: Please convert your art to paths/ outlines and include your font folder in your file. We suggest saving your file to a PDF for any office programs. Keep file size under 10MB. If your file is over 10MB, compress into a ZIP or SIT file. Call us at 866-723-2616 for more help
on sending your artwork to us.

What is custom print shop?

Save time by letting us print your communications for you then ship them in 1–2 business days! Our online tool allows you to easily lay out your information, change fonts and font colors, and utilize features like FREE logo and photo uploads. You’ll save money on ink cartridges plus keep your office printer free for everyday use.

  • PROFESSIONAL time-saving printing.
  • FREE logo, photo, and text uploads.
  • FAST shipping—most orders ship in 1–2 business days.
  • FREE choice of fonts, colors, and paper stocks. 
VISIT PaperDirect.com and click “Custom Print” to get started!

What payment methods do you accept?

PaperDirect's® web site accepts major credit cards and direct billing on approved accounts when you enter your corresponding account number. If you would like to place your order by mail, you may pay by check, cashier's check, money order or credit card. Returned checks are subject to a $20 charge. Accounts 30 days and over are subject to a finance charge of 1.5% per month. We do not accept C.O.D.s. Please see "Using My Account" on how to open a billing account with us. Please note if you choose to be direct billed, your order may be slightly delayed while our credit department reviews your account.

What are paper templates?

    Now you can get a FREE individual template for any design and format you order! A template is a document you open in MS Word® or Publisher (97 and above) that contains all the margins and text boxes to lay out your particular format! The price was originally $3 each, but now you can download them online or call us to request them FREE!

  • Shop for a product design & click "Download"
  • Follow instructions to remove background graphic and watermarks
  • Add your text & images
  • Print your product on our designed paper

What is your return policy?

Returns/Exchanges

We stand behind our products 100%. Merchandise may be returned within 30 days of receipt for a refund or exchange. Products must be returned in good, useable condition and in original packaging. Return shipping charges are the responsibility of the customer. There is a 15% restocking fee for most returns and exchanges; please call for details. 

If an item is defective or damaged, it does not need to be returned. Please call us; we will gladly issue an exchange or full refund, including shipping costs.

The following items are non-refundable and may be exchanged only:
• Binding machines and portable presentation displays (may be exchanged only if defective; if returned for any other reason, a 15% restocking fee will be charged) • Opened software (only if defective)

The following items may not be returned:
• Food items
• Personalized or custom imprinted items (For problems with personalized or custom imprinted items, like address labels, holiday cards, custom print shop products, or engraved gifts.
• Please call us at 1-800-272-7377. Our phone lines are open M-F, 8 am - 5:30 pm, CST.)

Return Instructions:
1) Complete the return/exchange section on the back of your packing slip. If you have misplaced your packing slip, fill out a 
Printable Return Form to include in your return package.
2) Place the item in original packaging, if possible.
3) For small packages (10 items or fewer): For $10, you may use UPS to ship package back to us.. Note: An estimated weight is acceptable.

For large packages (more than 10 items) or if you want to use a shipping provider other than UPS: You may send your package back via any shipping provider you choose; follow the shipping provider’s instructions on how to fill out and print a label. Please use a traceable method for your return. 

Shipping

How can I check the status of my order? Has it shipped, yet?

To check your order online, just click on the “Shipping Status” link at the top of our website. All you need is your order number and email address. To verify your order by telephone, please contact our Customer Service Department toll-free at 1-800-272-7377.

How soon can I expect to receive my order once it is placed?

Production times vary. Please check the production time listed above each item.

US Shipping methods and rates

 

Ground Shipping in the U.S.

Orders ship Monday–Friday only. Orders ship the same day if received by 4 p.m. ET, except for personalized items, Custom

Print orders, volume orders (26+ boxes), and manufacturer- shipped items, which require extra time.



Shipping Method

1. See the chart and map to determine your desired delivery time and corresponding shipping rates. Orders placed by 4 p.m. ET (excluding personalized items, Custom Print orders, volume orders of 26+ boxes, and manufacturer-shipped items) ship the same day, Monday–Friday, pending credit approval or credit card approval.

2. We ship UPS Ground whenever possible, so please provide a street address. See the Ground Shipping

Map at left for the estimated number of business days needed for UPS Ground shipping.

3. If shipping outside the 48 contiguous United States (AK/HI/PR) or to Canada, call for rates.

4. All APO and P.O. Box orders ship via U.S. Priority Mail. Canadian orders ship via UPS Standard or UPS Worldwide Expedited.

5. For shipping to more than one address, add the full shipping amount for the merchandise to be delivered to each address. Call for details.

6. Deliveries to business addresses require a signature.

7. Questions? Call 800-272-7377.

Canadian Shipping

We ship to Canada via UPS Standard or UPS Worldwide Expedited. Rates for UPS Standard (delivery within 7–10 business days) do not include charges for customs clearance. Rates for UPS Worldwide Expedited (delivery within 2 business days) include door-to-door service and in-house customs clearance. Service providers may also collect taxes and duties at time of delivery; payment of such fees is the sole responsibility of the recipient. If you have questions about our UPS rates, please contact a Customer Service

Representative via phone, email, or chat.

Do you ship internationally?

Yes, for more information please call 1-800-272-7377.

What if I need my items in a hurry?

Please call 1-800-272-7377 for rush availability.

What if something is damaged during shipping?

Please call 1-800-272-7377.

Will I be charged for shipping?

PaperDirect charges for shipping. Orders are shipped UPS ground service when possible. Shipping charges will be added to your order.

Products

Are all of your products online?

At PaperDirect, we do our best to keep our site updated with the latest and most current product information.

Can I be sent a sample of a product?

At PaperDirect, we do our best to keep our site updated with the latest and most current product information.

How to Order Samples

  1. Find the product you would like a sample of.
  2. Click the “Order a Sample” button to add the sample to your shopping cart.
  3. Check out.

Please Note: 

Deliver Time
Samples are shipped 1st Class Mail with an average shipping time of 5 business days depending on your location, but express delivery is available for $10 shipping charge. 

Sample Order Price 
We do ask that you pay a $5 shipping and handling charge. However, with your shipment you will receive a $5 coupon to be used toward your next $30 order from PaperDirect® placed within 30 days. This fee will be waived if you place an order simultaneously with your sample request, samples will ship separately.

Can I change or cancel Custom Print Shop (CPS) items?

Cancellations or changes on CPS orders cannot be accepted once production has started.

What about merchandise lead time?

Lead (production) time varies by product. If you require your product by a certain date, please call 1-800-272-7377 for confirmation.

What if the item(s) I want are out of stock?

We do our best to keep a generous amount of stock on hand. However, due to the popularity of some items they may not be available. If this occurs, we will contact you and offer you a comparable item.

Website

Is this site secure for credit cards?

Yes. We guarantee the safety and security of your online purchasing through our use of Secure Sockets Layer (SSL) encryption technology to safeguard credit cards and other personal information. For more information, please see our Privacy Policy.

What is a Mini Cart?

A Mini Cart keeps you updated on the status of your shopping cart while you continue to shop. Instead of returning to your shopping cart, easily view your Mini Cart from anywhere on our website.  Simply mouse over the black Cart button at the top right of the website, and within a couple seconds your Mini Cart will pop up with a summary of the items you have previously added to your Cart.

What is a wish list?

A Wish List is an easy way to save the products you are interested in so they can be purchased later.  When you find a product you're interested in, simply click the blue "Add to Wish List" button directly under the "Add to Cart" button.  The Wish List is an easy way to keep track of everything you'd like to buy at a later date.  Products will never be removed from your Wish List. When you are ready to order, simply click on the Wish List text link at the top right of our website and move your saved products to the shopping cart.

Why did the website change?

We're improving for You!
Things seem a bit different? Don’t worry. We’re still us. We’ve just changed our name and look, and we’ve reorganized to give you easier, better and more convenient ways to find what you need.