STYLE / SIZE GUIDE:
OTHER SUPPORT ISSUES:
For other non-return related issues with your order ONLY please contact us at email@example.com
For any other non order related questions please contact us firstname.lastname@example.org
SHOPPING WITH US:
Orders are processed and delivered on Monday through Friday (excluding national holidays). If shipping to the billing address, orders are processed within 1-3 business days after the order is placed on the website. For the best chance of same day processing (NOT GUARANTEED), an order must be placed prior to 12PM EST. Any order placed after 12PM EST will be processed on the next business day. This means that any order placed after 12pm on a Friday, will be processed the following Monday. We are not held accountable for any delays that may occur. Orders with different billing and shipping may take longer in order to follow our verification process. We reserve the right to cancel any order.
Shipping + Handling
Paper Planes IP Holdings LLC online purchases are shipped via UPS from our warehouse located in New Jersey. Unfortunately, we cannot ship to PO, APO, or FPO boxes. Paper Planes IP Holdings LLC is not responsible for any lost, stolen, or damaged shipments. Should the buyer encounter an issue with receiving a package, the buyer assumes all responsibilities of claims made with the shipping carrier.
We offer 3 shipping methods:
- Ground (delivered 1-5 business days after shipment)
- Two Day (delivered 2 business days after shipment)
- Overnight (delivered next business day after shipment)
Please review our “Processing” section above to determine the best shipping method. The time that the order is placed will contribute the delivery time. For example, an overnight shipping order placed on a Friday before 12pm EST would not be delivered until the following Monday. An overnight shipping order placed after 12PM EST on a Friday would not be processed until the following Monday, for delivery on Tuesday. If you have any questions, please contact us at email@example.com
- Items must be returned within 14 days from the day you receive your order.
- Merchandise must be unworn, tags attached, and free of ANY defects.
- If the above requirements are met, a refund will be granted for the original amount paid for the merchandise. Shipping costs are not refunded.
If you would like to exchange your item(s) for a different size or color, please return the purchased item for a refund and place a new order for the desired item.
Steps for Making a Return
- To request a return label, please firstname.lastname@example.org
- Place the prepaid return label issued to you on the outside of your package.
- Drop off at any UPS store location.
- Keep tracking information for your records. The tracking information is located on the label.
- Please allow 3-5 business days from the time we receive the return for a credit to be issued.
- Items that are marked FINAL SALE will NOT be accepted.
Any order that is not able to be delivered by UPS will be returned to our warehouse and treated as a return. The customer will be given a full credit for the item(s) purchased. Shipping costs are NOT refunded.
If you have further questions, please contact email@example.com
In order to ship our product internationally, Paper Planes IP Holdings LLC has partnered with a third party shipper, International Checkout. Any order containing international information must be processed by International Checkout. If shipping in the US with an international credit card, the order must be processed through the International Checkout portal. Our general checkout, does not have the ability to process international credit cards. To use their services, add desired items to cart and select the button that says “International Checkout” at checkout. For any questions regarding international shipping please firstname.lastname@example.org.
International Shipping Transit Times:
INTERNATIONAL CHECKOUT will get your items to your doorstep as quickly as possible.
STANDARD SHIPPING arrives to your address in approximately 8-20 business days.
PRIORITY SHIPPING arrives to your address in approximately 4-10 business days.
TRANSIT TIMES are estimated and are not guaranteed. We are not responsible for delays by customs or by the store. You can also view all Terms and Conditions at http://internationalcheckout.com/customer-care.php
Is Paper Planes IP Holdings LLC Sold in Stores?
Our apparel can be found in select boutique retail locations. Locate the one closest to you here.
How do I create a profile at paperplane.shop?
You can easily create your own account by entering your email address and providing a password.
I forgot my password - can you help?
If you forgot your password, just click “forgot password” under “my account” and you will automatically receive an email to reset the password.
How do I shop on your online store?
Orders can be placed on our website 24/7. Browse our items and click “add to cart” when you are ready to purchase. Once you are finished adding the item(s), click on the cart symbol at the top right and then checkout. You will fill out the necessary information requested and then click the place order button. You can always save your shipping and billing information along with your credit card to speed up the checkout process in the future. Once your order is placed, you will receive an email confirmation. An additional email will be sent when the order ships with tracking information.
How do I cancel or edit an order I placed?
Once an order is placed, we are unable to cancel or modify it. Please reach out to customer service if you have any concerns.
How do I find my size?
If you are having trouble selecting which size is best for you, please refer to our size guide.
How do I contact customer service?
You can reach us Monday through Friday via email at email@example.com or by calling us at 212-497-2000. Please note we may be slower to respond during the Holidays.
Why was the merchandise out of stock, but I was able to purchase it?
We make an effort to fulfill your entire order, but there may be a rare occasion we need to cancel one or more items. If we are unable to fulfill your entire order, you will be notified via email of the out of stock merchandise. You will not be charged for unshipped item(s).
Can I add an item to my order after I placed the order?
Unfortunately not, you will need to place an entire new order for anything you wish to purchase.
Why has my card been declined?
You would need to contact your bank or credit card company for more information. It could be that your billing address is not matching with your credit card or you entered the information incorrectly.
Can I place an order by phone?
Unfortunately, we do not take orders over the phone. Orders are only placed on our site.
My credit card did not go through, but why was I charged?
If you credit card is not approved, your bank will automatically deduct the money from your available balance although it is not actually taken from your account until we dispatch the order. If we do not dispatch the order, we do not charge you and the money will be automatically put back into your account. This can take 3-5 business days.
Do you have a product catalog?
Unfortunately, at this time we do not have a product catalog.
What forms of payment are accepted?
We accept Apple Pay, Google Pay, VISA, MASTERCARD, DISCOVER, AMEX, and PAYPAL. If you are an international customer, you can checkout using International checkout. There will be more payment options for you to choose from.
*Please note: Your billing address must match exactly as it is appears on your credit card statement. This information is used as part of the validation process for your credit card payment. All orders are subject to review. We reserve the right to cancel any order.
How do I apply a coupon/promo code to my order?
If you received a discount code you can enter this information during the checkout process. The field for the code is located on the page where you enter your credit card information. Only one coupon code can be used at a time.
Why doesn’t my coupon/promo code work?
Please double check that you are entering it correctly. The promotion could have expired. For more assistance, please contact customer service.
Where does paper planes ship?
We ship to the continental US, outside of the U.S. utilize International Checkout to ship to many additional countries. **Please note we do not ship to PO BOXES, APO, and FPO.**
What are the shipping services?
We ship via ground, 2nd day, or overnight. All packages are sent via UPS. Any expedited order placed after 1pm EST will ship the following business day. If an order ships on Friday with overnight shipping, it will be delivered on Monday. Saturday does not count as a business day. Free ground shipping on orders of $75 or more.
How long does delivery take?
Your order ships within 1 to 2 business days from the time the order is placed. Orders ship Monday through Friday only. Please allow 3-7 business days for ground delivery within the US. Orders outside the US can take 2-4 weeks.
What are the shipping and handling costs?
Free shipping on orders of $75 or more. The shipping cost will vary for any order placed outside the US.
How can I track my order?
As soon as your order ships, you will receive an email confirmation with tracking information. You can then track the package but it may take up to 24 hours for tracking information to update. You can also go under “my account” and click on order history.
What is your return policy?
Items must be returned within 14 days from the day you receive your order. Merchandise must be unworn, tags attached, and free of any defects.
How do I return an item(s) from my order?
Please contact us to request a return label. Fill out the return form and pack your item(s). Affix the label to the outside of the box. Drop off at a UPS location. Take note of the tracking number on the label and keep this for your records. Items purchased after 14 days cannot be returned for any reason. Final sale products are not accepted.
When can I expect to receive my refund?
Once your return is received, please allow up to 7 business days for the return to be processed and the refund to apply to your credit card. You will not be refunded for the shipping cost at the initial part of purchase.
What is your exchange policy?
If you would like to exchange an item(s) for any reason, please follow the return policy instructions. Note you still must follow the 14 day policy. Once you return your item(s), then place an entire new order on our website for your desired item(s).
Paper Planes IP Holdings LLC has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Please note, you cannot redeem/use a gift card through International Checkout. Once your order is completed, all inquiries should be directed to International Checkout at firstname.lastname@example.org.
Which countries do you ship to?
International shipping is currently available WORLDWIDE. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.
How do I check the status of my International Order?
To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.
Who should I contact with questions about my International Order?
All inquiries regarding your international order should be directed to International Checkout at:
Please visit the International Checkout Customer Service page for more information and phone numbers in your area.