Frequently Asked Questions

  1. When will my paper arrive?
  2. How was my paper shipped?
  3. I'm not sure that you received my order.
  4. My credit card was declined. What happened?
  5. Can I call you and give you my credit card number?
  6. Will I be billed for duplicate orders?
  7. I forgot my password. When I use your site to receive a new password ("Forgot your password?" under Sign in), I never receive the email telling me what it is OR it tells me that I don't have an account. What is wrong?
  8. I'm looking for a specific kind of paper. Can you help me?
  9. When I put the number of units of a particular item I want in my shopping cart and then try to check out, I receive the following message: Sorry we are out of the products marked with OUT OF STOCK. Please remove items marked with OUT OF STOCK from your cart before you check out. Thank you.
  10. Do you have a paper catalog?
  11. May I place a special order with you? You don't carry what I am looking for.
  12. Do you carry elephant hide paper?
  13. Can I get samples of your papers?
  14. What is double-sided paper?
  15. How long does it take to fold a paper crane?
  16. What is the normal size of paper used for folding cranes?
  17. Is your paper acid-free?
  18. What is your physical address?
  19. Do you carry paper strips to make lucky stars?
  20. Do you have Christmas origami paper?
  21. Do you accept orders from outside the United States, or from APO/AE addresses?
  22. Do you sell wholesale?

  1. When will my paper arrive?
    It depends on several things. We typically ship your order within 24 hours of receiving it, assuming that your credit card passes the authorization process used by Shopify (if you pay by credit card).

    We ship by Priority, Priority Flat Rate or First Class mail depending on the size and weight of the order, based on US Postal Service regulations. Priority and Priority Flat Rate typically take two to three business days and First Class typically takes five business days. These are average times based on our experience. However, we are not in control of the US Postal Service, and the delivery times for each of these mail classes do vary depending on where you are, the time of year, etc. We have seen a Priority Mail shipment take 10 days to travel from Colorado to California even though the USPS states that Priority Mail shipments "are delivered in an average of 2-3 days to any destination" (quoted from the USPS.com website).

    [Back To Top]

  2. How was my paper shipped?
    If the items in your order weigh less than 15 ounces, your order was probably shipped First Class. If they weighed more than 15 ounces but the entire order could fit in a Flat Rate Priority envelope, it was shipped Flat Rate Priority. Otherwise it was shipped Priority. If you need to know exactly how your order was shipped, please read the confirmation email that was sent to you when we shipped your order.

    [Back To Top]

  3. I'm not sure that you received my order.
    If you did not receive an automatically generated email confirmation message after placing your order, it probably means that you did not press the final confirmation button. We probably didn't received your order, but you can always write to us and check.

    [Back To Top]

  4. My credit card was declined. What happened?
    The most common reason for a credit card declination is an AVS mismatch (a mismatch between the billing address provided with the transaction and the address on file with the customer's credit card company).

    The system works in the following way: When a transaction is declined as the result of an AVS mismatch, the transaction is voided, but the authorization remains. The preauthorized amount reserved against the credit limit of the customer's card will remain for a predefined period of time until it is expired by the card issuer. For example, if a customer repeatedly enters an incorrect Zip code, and the vendor has chosen to decline all zip code mismatches, the preauthorized amounts may sum up to reach or exceed the credit card's credit limit.

    In short, we did not get paid and the amount that was preauthorized against your card (the amount of your order) will be voided automatically.

    [Back To Top]

  5. Can I call you and give you my credit card number?
    No. In order to comply with industry regulations regarding secure handling of credit card information, we cannot take your credit card number over the phone. This is for your protection as well as ours.

    [Back To Top]

  6. Will I be billed for duplicate orders?
    No. Each order is reviewed by a real person (we are not amazon.com). Accidents happen and sometimes that confirmation button is pushed twice rather than once. If we see duplicate orders or receive duplicate payments from the same customer, we send an email to the customer asking if this was an accident and whether a refund is needed, or if the two identical orders were intentional. We issue refunds as soon as we confirm the mistake.

    In short, duplicate orders are not shipped unless confirmed by the customer.

    [Back To Top]

  7. I forgot my password. When I use your site to receive a new password ("Forgot your password?" under Sign in), I never receive the email telling me what it is OR it tells me that I don't have an account. What is wrong?
    All accounts are specific to their email address (the one you use to create the account). If you haven't received the email telling you your new password, it is possible that the email was tagged as spam by your spam filter or that you are being impatient. If you are told that you don't have an account when you attempt to log in or obtain a new password, then you must have created the account with a different email address. Because customers have several email addresses, some people have more than one Paper Jade account under different email addresses. It is quite common for people to mix up the email addresses and passwords forgetting which password goes with which email address; given they are specific to any account, you must use the email address and password you used when originally creating the account. If you are still having trouble, please write us and we'll help you figure it out by looking up your account(s). Note: if you had an account on the old website, you will need to create a new account. Unfortunately we are unable to transfer customer accounts from the old system to the new one. Alternatively, you can now shop without an account at all.

    [Back To Top]

  8. I'm looking for a specific kind of paper. Can you help me?
    We'll try! We love to help our customers find what they're looking for, or to introduce them to new paper they haven't previously seen. We love to talk about our paper. We have helped customers find paper for weddings, thank-you notes, gifts, etc. Remember, though, that we have to leave the final aesthetic decisions up to you; we don't presume to know your personal tastes in color, texture, and so on.

    [Back To Top]

  9. When I put the number of units of a particular item I want in my shopping cart and then try to check out, I receive the following message: Sorry we are out of the products marked with OUT OF STOCK. Please remove items marked with OUT OF STOCK from your cart before you check out. Thank you.
    The Paper Jade web site will only allow you to purchase items which are currently available and in stock. We do not allow backorders as we want you to receive you paper as soon as possible and know when you place an order that the paper you have ordered will ship within 2 business days or typically 24 hours.

    If you need more paper than is currently in stock, please contact us at sales@paperjade.com, and we'd be happy to assist you.

    [Back To Top]

  10. Do you have a paper catalog?
    No. Producing a paper catalog that includes all of our inventory would be prohibitively expensive. We would have to pass on the cost of printing this catalog to all of our customers even though only a few customers are interested in a paper catalog. We also add new items to our store regularly, so a paper catalog would soon be out of date.

    [Back To Top]

  11. May I place a special order with you? You don't carry what I am looking for.
    If you don't see what you are looking for, please use the contact us page to write us!

    [Back To Top]

  12. Do you carry elephant hide paper?
    Even though elephant hide is made in Germany and not Japan, we do carry Zanders Elephant Hide paper. Elephant Hide paper is quite durable, may be sharply creased or folded repeatedly without cracking or bunching, has a consistent texture, little to no bias, and responds well to wet-folding without warping or buckling. It is particularly useful in origami tesselation projects, but it is also used for other origami projects, book binding and other paper crafts. We carry the seven different colors currently available from Zanders: High White, White, Ivory, Light Brown, Light Grey, Charcoal, and Black. (High White is a warm white. White is a warm, earthy, off-white. Ivory is a natural sand with a hint of yellow. Light Brown is a rich, dark sand. Light Grey is a cool, light grey. Charcoal is a complex, dark grey. Black is a non-glossy, flat black.)

    [Back To Top]

  13. Can I get samples of your papers?
    No. We do not provide samples of our papers because this would increase our costs of operation and shipment tremendously. We try to provide very accurate photographic scans of our papers on our website, and you can always contact us if you have questions about a specific paper. Also, you may always return unopened packages of paper to us for a full refund. (See our Shipping and Returns section for details.)

    [Back To Top]

  14. What is double-sided paper?
    Double-sided paper has either solid colors on both sides of the paper, or a solid color on one side and a printed pattern on the other side. Most of our paper is white on one side and has either a solid color or a printed pattern on the other side and is known as single-sided paper. All double-sided paper we carry is labelled as such in the item description.

    [Back To Top]

  15. How long does it take to fold a paper crane?
    The owner of Paper Jade, LLC is a fairly accomplished origami folder; it takes him about five minutes to fold a crane from two-inch paper. If you have to fold several hundred cranes for a friend's wedding, plan ahead accordingly.

    [Back To Top]

  16. What is the normal size of paper used for folding cranes?
    Good question! We tried to find out and as far as we can tell, there is no specific size for folding a crane. There are a number of web sites that have instructions for folding cranes, and none of them mention the size of the paper.

    [Back To Top]

  17. Is your paper acid-free?
    While it is impossible to know if any of our particular washi products are acid-free, we do carry several products that are specifically used and made for scrapbooking and other crafts--Mini Scraps Bag and Mini Surprise Pack. (All paper is imported from Japan and is made by a number of different manufacturers.)

    [Back To Top]

  18. What is your physical address?
    Paper Jade, LLC
    4886 Brandon Creek Drive
    Boulder, Colorado 80301
    USA

    [Back To Top]

  19. Do you carry paper strips to make lucky stars?
    Yes, we do carry pre-cut strips of paper to make lucky stars. Because one may find many different instructions to make lucky stars from paper strips of different widths, we added our very own Paper Jade Exclusive Lucky Star Kit which contains two of the most common strip sizes: 11x.5" and 8.5x3/8". Our kit contains 65 strips (enough to make 65 stars). Instructions are included with our kit.

    [Back To Top]

  20. Do you have Christmas origami paper?
    Santa is on his way! After much searching we have located Japanese paper printed with Santa and his reindeer. The Santa package is included in our line of Paper Jade Exclusives and also in large sheets (use the Holiday tag to find all of our Holiday-related items). We also carry washi printed with a snowman in both a PJ Exclusive package and in sheets.  Additionally we carry lots of different foil papers to make Christmas ornaments or decorations, large paper to wrap gifts, and a selection of red and green papers (solid, patterned, handmade, and machine-made) which you may use to spruce up your holidays.

    One of our Four Seasons packages has holiday-patterned paper, as well. Please see: Four Seasons III 6" 32 Sheets.

    [Back To Top]

  21. Do you accept orders from outside the United States, or from APO/AE addresses?
    We have partnered with MyUS.com to offer convenient, fast international shipping to more than 225 countries for our customers. Please see our Shipping and Returns page for more information.

    [Back To Top]

  22. Do you sell wholesale?
    No, we are a retail business only.

    [Back To Top]