Frequently Asked Question
Our Customer Service team is in the office Monday - Friday, 8:00 AM - 5:00 EST. Please note that orders will NOT be processed during weekends or holidays. Emails will only be answered during business hours.
We have fulfilled our donation quota for 2023. Please stay in touch and contact us in 2024 for donation request.
1. Can I order custom products and designs?
Our goal is to create and produce products that reflect the Copper and Brass Paper Goods brand. We will take custom orders from time to time; however, there is an upfront $125 design fee and minimums order quantities must be met prior to placing the order. Please email us at firstname.lastname@example.org to discuss the details of custom orders. Following our initial email we will then send you a link to Calendly to schedule a conference call.
2. Can you share your vendor information?
Copper and Brass Paper Goods respects our proprietary information and wishes to keep this information confidential.
3. I received an email that my label had been created, but the tracking isn't updated?
Well there is good news and bad news. USPS tracking system is not always reliable and at times it takes anywhere from 24-48 hours for tracking status to update. Most often your order is on the way and USPS staff forgot to scan the package.
4. My package has been lost or stolen, what should I do?
If your package was marked as delivered but you have not yet received it, please check with neighbors to see if the package was left there and follow up with your local post office.
Please note, once a package leaves Copper and Brass Paper Goods, we are no longer responsible for it. At that point, it is the responsibility of the carrier. All lost / stolen package claims must be handled with them directly as stated in our shipping policy.
5. Wholesale: All About Wholesale
We do offer wholesale on most items. Email us at HERE
6. I sent you an email and I did not hear back.
Our typical turnaround time for emails is 24-48 hours. Rarely, there are times when emails are overlooked. If this is the case, please just reach out again. No worries. Emails will only be answered during business hours Monday-Friday. Please send only (1) email with your concerns. Sending more emails does not speed up the process and instead slows down our response time.
7. How do I make an adjustment, edit, or cancel my order?
Once an order has been placed it is locked for processing and can no longer be cancelled or edited.
8. I just placed several orders in one day can they be combined?
Unfortunately we are unable to combine orders and shipping will be charged for each separate order.