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. 

Shopping Online

How do I shop online?

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 between the hours of 11am to 5pm EST via email at customersupport@paperplane.shop. Please note that our office is closed for all major 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. 

Payment

What forms of payment are accepted?

We accept VISA, MASTERARD, 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. 

Shipping

Where do we ship?

We ship to the continental US and to many countries outside the US. **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.. Any expedited order placed after 12pm 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.

How long does delivery take?

Your order ships within 1 to 3 business days from the time the order is placed. Orders ship Monday through Friday only. Please allow 4-8 business days for delivery within the US. Orders outside the US can take 2-4 weeks. 

 

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. 

Returns

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). 

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. 

CAN 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?

PLEASE REACH OUT TO CUSTOMERSUPPORT@PAPERPLANE.SHOP