Customer Service
Ordering & Shipping Information
PaperGem offers the following shipping options for delivery within the U.S. At this time, we are unable to ship to international addresses, US territories P.O. boxes or APO addresses.
PaperGem uses UPS and USPS to offer the following shipping options:
| Shipping Method | Cost | When items will arrive |
|---|
| Ground Service | $8.95 | 5-7 business days, excluding holidays.* |
| 2 Business Days | $16.95 | Arrives in two business days when ordered before 6pm ET, Monday–Friday, excluding holidays.* |
| Next Business Day | $29.95 | Arrives next business day when ordered before 6pm ET, Monday–Friday, excluding holidays.* |
*Business days are Monday through Friday, excluding holidays determined by carriers.
Shipping Surcharge: Some items may have an additional shipping and handling surcharge. (Please refer to individual product pages for details.)
Items destined for Alaska or Hawaii will be shipped via Expedited (2 business days) only and may require at least an additional day for delivery.
Shipping method cutoff times during the last 7-10 days before major holidays (Valentine's Day, Mother's Day, Father's Day, Chanukkah, Christmas) may require additional days for delivery.
For personalized items, please refer to individual product pages for details. If you need expedite service on personalized items, please send your inquiry to order@papergem.com for schedule before placing your order(s) online.
Some items offered under “One of a Kind” or on sale are only available in limited quantities for a limited time. Prices are subject to change.
Payment Methods
Pay by Credit Card
Our website accepts most forms of US based payments, which include Visa, Mastercard, American Express and PayPal.
Pay by Money Order (U.S. Customers Only)
Please make your money order with the necessary amount (see your email invoice) payable to PaperGem along with a copy of your invoice.
Mail your payment to:
532 Aileen Street
Oakland, California 94609
*Important: We need to receive your payment within 1 week of placing your order before we proceed to cancel your order. This is to allow your reserved stock to be made available for other customers' purchase.
Pay by PayPal
For Paypal.com users, simply login to your account and send money to
accounts@papergem.com. If your PayPal account is already sufficiently funded, you will not need to wait a few days for your payment to clear and order dispatch will be immediate.
*Important: We need to receive your payment within 48 hours of placing your order before we proceed to cancel your order. This is to allow your reserved stock to be made available for other customers' purchase.
Return Policy
PaperGem is happy to replace a gift with another selection or refund your money within 30 days after we receive the return merchandise. Some special-marked items may have a shorter or no return policy. If you are returning a gift because it is damaged, defective or not the correct product, PaperGem will provide a prepaid USPS return label. All problems must be reported within 30 days of the invoice date as non-receipt and damaged orders are time sensitive due to the time restraints on filing a claim with the carrier.
All returned items must be in original condition. Please be sure to include all parts and paperwork. PaperGem will not issue credit for items that have been altered or damaged. In addition, PaperGem does not refund original shipping and handling charges or/and reimburse the cost to return items.
To return or exchange an item, please follow these simple steps:
(Step 1)
Repack the item in its original packaging with the packing slip along with a reason or reasons of returning.
Examples of reason of returning:
Damaged or defective item
Damaged or empty shipping box or envelope
Items missing or too many items shipped
Parts missing
Incorrect item
Wrong color or size
Non-receipt of package after the expected delivery date has passed
Packages appear to be lost in transit (not confirming delivery). If an order shipped out over 15+ days and confirms delivered, but the package still hasn't been received
(Step 2)
Make sure the return shipping address is correct as following.
PaperGem
Attn: Ret/Ex Dept
532 Aileen Street
Oakland, CA 94609
(Step 3)
Ship your gift with an insured courier (e.g., FedEx, UPS, USPS Parcel Post) for your security, and retain your shipping receipt for unexpected problem. PaperGem is not responsible for items damaged or lost in transit.
Returns on Jewelry
Please note that much of our jewelry has a tag attached stating, "If removed, this item is not returnable" or "Item not returnable if tag removed." These tags, called, "Mylar tags" or "security tags," are placed so you are able to try on merchandise with the tag still attached. Removal of the Mylar Tag means that you have inspected and are pleased with the item. PaperGem will not issue credit or refund for an item that is returned without the original Mylar tag attached or return items after the 30-day guarantee period.
Returns on Personalized Items
Please note that monogrammed and personalized items are not eligible for exchange or refund.
Refund
Please allow 30 business days from the date you send the package back to PaperGem for your return to process and refund to be issued to your original method of payment.
If you have not received your credit after 30 business days, please email us at
customerservice@papergem.com
