Shipping and Returns
Shipping is free for all orders shipped to destinations within the United States and Puerto Rico. 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. We usually ship orders on the day we receive them; occasionally your order will ship the day after we receive it. You will be notified by email (using the address you used to create your account) when we ship your order. We do not accommodate requests for expedited shipping, overnight shipping or other carriers such as FedEx.
Please note that it is not possible for us to guarantee delivery times. We are at the mercy of the US Postal Service, and the time that it takes them to deliver your shipment is unpredictable. 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).
We ship all large sheets of washi in mailing tubes. Because mailing tubes must be sorted by hand, the Postal Service typically takes longer to deliver these tubes than to deliver other pieces of mail. If you place an order for large sheets of washi and other items, you will receive a tube containing your washi and another package containing the remainder of your order. The tube typically arrives later than the other package.
If your shipping address is in an apartment complex, office building, university or college campus, etc. please provide as much additional information as you can, such as a company or business name, floor number, unit number, building name, room number, and/or suite. It is your responsibility to provide a complete and accurate shipping address. We ship to the address that you provide. If your shipment is lost and we determine that the address that you provided to us is incomplete or inaccurate, we will not replace your order or issue a refund. Please read your order confirmation email to verify your shipping address. Verifying the accuracy of your shipping address is your responsibility, not ours.
We do not ship to APO/AE addresses. Shipments to these destinations require lengthy customs forms, special handling, and presentation and declaration in person at the Post Office. At this time we do not have the resources to accomodate the extra time and effort necessary for such shipments.
Shipping (outside the United States)
We do not ship to countries outside of the United States or to US territories other than Puerto Rico. International shipping has become so complex that it is simply not feasible for us to handle shipments to destinations outside of the U.S., regardless of their size or value.
It is possible to order from us from outside the United States if you use a mail-forwarding business. These businesses provide you with a U.S. mailing address. We ship the order to them, they ship the order to you. Thus your order is ultimately handled by a company whose specialty is international shipping.
If you are interested in such a forwarding service, we suggest MyUS.com. MyUS.com offers convenient, fast international shipping to more than 225 countries. MyUS.com members receive deeply discounted shipping rates, exceptional customer service, 24/7 online access to their account, and access to other services.
Sign up with MyUS.com and receive your own U.S. street address to receive merchandise. MyUS.com provides specialized international package forwarding services from your new U.S. address to your international address.
Note: Some customers may find it useful to use MyUS.com's Personal Shopper service to make a purchase from Paper Jade, LLC. MyUS.com accepts cards with international billing addresses as well as those issued by non-U.S. financial institutions. They also accept wire transfers and will make the purchase on your behalf.
Follow these two steps for international delivery:
1. Get your own U.S. address in America at www.MyUS.com.
2. Use your new U.S. address, provided by MyUS.com, when placing your order with us.
If you place multiple orders with us, you'll enjoy the most savings by using MyUS.com Premium Service. This gives you the ability to consolidate packages, which saves you even more on international shipping.
Origami paper makes a lovely gift! If you would like your order sent as a gift, write a message to be included with your gift in the Comments section when placing your order. Please also mention that this is a gift order in the same section. We will include your message in the gift package. We will mail your invoice with the price information separately to your billing address, rather than to the gift recipient.
Sorry, but at this time we do not offer gift wrapping or gift certificates.
We will accept returns of unopened, undamaged packages of paper. (Large sheets of washi, which are not pre-packaged, must be returned in the same condition in which they were received.) Returns of items totaling $20 or more are subject to a 15% restocking fee. Items must be postmarked for return within 30 days of the date that you placed the order. Please package items securely before sending them back to us. We will not issue refunds for items damaged during shipment back to us, and we will not pay for the cost of shipping the items to us.
If you receive a damaged item from us, please contact us and we will send you a replacement. You must return the damaged item(s) to us. Items must be postmarked for return within 30 days of the date that you placed the order. We do not pay for the cost of shipping the item(s) back to us.