Policies

Order Processing & Shipping

At Paper Llama, we know that when you’re ordering for a special event, timing is everything. That’s why we work quickly to make sure your custom invitations and stationery arrive right when you need them.

Customized Orders

  • Mock-Up Processing: You will receive your design mock-up within 24 business hours of placing your order.

  • After Mock-Up Approval: Once you approve the mock-up, your order will be processed and shipped within 48 business hours.

Please Note: For holiday cards and bridal suites, please allow an additional 5 business days for processing due to the extra attention and care these items require.

Non-Customized Items

  • Orders typically ship within 24–48 hours, but please allow up to 4 business days for processing.


 

Delivery Policy

U.S. Delivery

We currently ship to all 50 states, U.S. territories, and APO/FPO addresses. Once your order ships, you can typically expect delivery within 2–7 business days, depending on your location and the shipping method you choose. In rare cases, delivery may take up to 10 business days.

You’ll receive tracking information as soon as your package is on its way, so you can keep an eye on its journey to your door.

Need your order by a specific date? Just let us know—we’re happy to help you find the best shipping option.

International Delivery

We currently ship only within the United States, including all 50 states and U.S. territories. International shipping is not available at this time, but we’re actively exploring options and hope to offer it soon. In the meantime, you're always welcome to purchase our digital products, which are available for instant download worldwide.


 

Return Policy (Non-Customized Items)

We want you to love your order! If you're not 100% satisfied, we gladly accept returns.

To initiate a return, please contact us within 14 days of receiving your order. Once approved, we’ll provide you with a prepaid return shipping label.

Once we receive your return, we'll process your refund to the original payment method.


 

Satisfaction Policy (Customized Items)

Because most Paper Llama products are made just for you, customized items are not eligible for return. However, your satisfaction means everything to us.

If there’s an issue with your customized item—whether it’s not what you expected or there was a mistake—please reach out. We’ll do everything we can to make it right.

 

Shipping Protection Policy

We offer optional shipping protection at checkout to give you peace of mind in case your order is lost, stolen, or damaged in transit.

 

If Your Package Is Stolen

• Opted In: We'll send a replacement immediately at no extra cost.

• Opted Out: Please wait 5 business days, as packages sometimes arrive late. After that, we’ll resend the package free of charge.
If you prefer not to wait, you may request an immediate replacement by paying the original shipping cost.

 

If Your Package Is Damaged in Transit

• Opted In: We’ll quickly ship a replacement at no additional charge.

• Opted Out: You can either pay the original shipping cost for an immediate replacement,

 or

Wait up to 14 business days for our claims specialist to review the case. If the claim is approved, we’ll ship a replacement at no charge. If denied, we’ll still send a replacement but will charge the original shipping fee.

 

If Your Package Is Lost or Delayed

• Opted In: If your package has passed the promised delivery window, we’ll send a replacement right away at no extra cost.

• Opted Out: You may pay the shipping fee for an immediate replacement,

or

Wait 5 additional business days to see if the package arrives. If it doesn’t, we’ll resend the order free of charge.

Let us know if you have any questions—we're here to help make things right, every time.