What is your shipping policy?
Our complete Shipping policy can be viewed here.
What is your return policy?
Our complete Return policy for online orders can be viewed here.
Do you insure shipments against loss or damage?
Two Hands Paperie is no longer insuring nor taking responsibility for lost, mis-delivered, or damaged packages. It is the customer's responsibility to insure the shipment if they so choose. Once a package leaves our warehouse with the shipping carrier, it is no longer our responsibility. SavedBy Package Protection is available during checkout. You can read the SavedBy Package Protection FAQ here.
When will my order ship?
We generally process orders within two to three business days (Monday through Friday).
What shipping service do you use?
We ship via UPS , the USPS, and FEDEX. Orders are shipped using the ground shipping method we choose. If you have experienced issues with package delivery at your address, please contact us before placing your order so we can arrange to ship appropriately. If a package is returned to us because an undeliverable address was provided we do not reship for free.
Where is the tracking number for my package
Tracking emails are automatically sent when your order ships. If you do not receive your tracking email, please check your SPAM folder as they often end up there.
A NOTE ABOUT EMAILS- If there is a problem with your address or questions about your order we will email you. If you provide us with an email address that you rarely or never check when placing your order, we will not able to contact you. If you email us and do not receive a reply, it is likely because our reply is in your SPAM folder.
My package is lost, the tracking link shows it has been delivered but it has not arrived, or it has arrived damaged. Now what?
We’re sorry there is a problem receiving your package, but Two Hands Paperie cannot help with lost, damaged, or mis-delivered packages. If you purchased optional shipping insurance at checkout, please follow the link provided in the email you received. SavedBy Package Protection will take care of the issue for you right away. If you did not purchase shipping insurance, please contact the delivery carrier. They will ask for the tracking number you received with your order, along with shipping address and a description of the contents.
How do I return an item that was purchased on your website?
We are sorry you were unhappy with your purchase. Items which are unused, unopened, and in their original packaging may be returned for a refund. Shipping charges are non-refundable- only product cost will be refunded. Please email shipping@twohandspaperie.com with your order number and an explanation of what is to be returned to receive a Return Authorisation number. Please do not return products without contacting us first. Customers are responsible for the shipping and insurance costs of returning their items to our Utah warehouse. We are not responsible for lost or damaged returns and will not issue refunds for damaged items. Please click HERE to review our complete policy.
When will I receive the kit for my online class?
Class kits are mailed out approximately 2 weeks before the class date. If you have signed up for multiple classes, kits are often shipped independently. If you order additional merchandise from our website it will ship separately from your kit one to three business days from when the order was placed. Click HERE to review our complete online class policies page.
Can I redeem a gift card that was purchased online in your Pearl Street shop or vice versa?
Unfortunately the answer is no. Gift cards purchased online are redeemable online only. Those purchased in-store are for in-store use only. If you would like to purchase a gift card to be used in our shop, please give us a call- 303-444-0124. We’re happy to send a paper gift certificate to the recipient at no additional charge.
Can I place an order over the phone with your Pearl Street shop and have it shipped?
We do not ship from our Pearl Street store.
Can I place an order over the phone with your Pearl Street shop and pick it up?
Yes. Call our shop during normal business hours at 303-444-0124.
May I use the discount code I received for signing up for your email list in your shop on Pearl Street?
Sorry, online discount codes are for use only on our website.
Is everything you sell in your shop on Pearl Street sold online?
Unfortunately not everything we carry in our retail store is available on our website and vice versa. We continue to expand our merchandise on a weekly basis. Click HERE to view our new arrivals online.
My package was returned to your warehouse. What do I do?
Contact us at shipping@twohandspaperie.com with your order number. We will investigate. Usually this is due to an improperly entered shipping address when the order was placed. Additional shipping charges will apply to reship your order- we do not reship misaddressed packages for free.
Where do you ship from?
We now ship from our new warehouse located in beautiful Moab, Utah.
Why is “local pick-up” no longer available for online orders?
Since our warehouse is now located in Moab, Utah we had to discontinue “local pick-up” as an option on our website. You may call the shop at 303-444-0124 to place a phone order for pick-up.
