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.
1. Can I order custom products and designs?
While we appreciate our customer's ideas at this time we are not taking custom orders. Our goal is to create and produce products that reflect the Copper and Brass Paper Goods brand.
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
While we keep hundreds of products at all times, most wholesale orders of 250 or more of any product will require a minimum lead time of 2 weeks. Also, an email between Copper and Brass Paper Goods and a potential customer does not constitute an agreement/contract. Until an invoice has been issued and paid there is no agreement which also means we don't hold products. If you know you need products by a certain date then you should plan ahead as we will not hold products for you in anticipation of your order.
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.