Name is required.
Email address is required.
Invalid email address
Subject is required
Question is required.
Exceeding max length of 5KB
5
Add Another Attachment

Select a topic to get started

Frequently Asked Questions

Please click the buttons above to find the answers to our frequently asked questions
Q: I would love to talk with someone over the phone. Can I call your office?
A: Email is the best way to get all of your questions answered, but if you need to speak with someone, our number is (760) 842-1085.

Q: What are your business hours?
A: Our business ours are Monday - Friday 9:00 am - 4:00 pm.

Q: Can I share my pictures of my Plum Paper Planner with you?
A: We love to see how our customers are using our products! Tag us on Instagram at @plumpaper and #plumpaper. You can always send us an email with your picture to hello@plumpaper.com. We would love to share your pictures on our site!

Q: What is your current processing time?
A: Our processing time varies due to the season your order is placed. Our current processing time can be viewed on our Order Checkout Page.

Q: I have a suggestion for your product or website. How can I share this with you?
A: Yes! We love to hear suggestions from our customers! Please send us a message with your feedback, and our customer service team will get back to you.

Q: I have feedback about my order. How can I share this with you?
A: Yes! We truly value the feedback we hear from our customers. Our goal is to continually improve upon our product from the feedback we receive. Please send us a message with your feedback, and our customer service team will get back to you.

Q: Where can I find your Facebook Page?
A: Our Facebook page is: Plum Paper

Q: Where can I find your Instagram feed?
A: Our Instagram page is: Plum Paper - Instagram

Q: Where can I find you on Pinterest?
A: Our Facebook page is: Plum Paper - Pinterest
Q: Where can I see the different product layouts?
A: Just click “Learn About Our Products” to view detailed pictures of each product and available layouts.

Q: What is the size of the planner?
A: We offer two sizes of planners. Our regular size planners are printed on 7” x 9” paper and measure approximately 7.5” x 9” when coiled to include the tabs and cover. Our large size planners are printed on 8.5” X 11” paper and measure approximately 9” x 11” when coiled to include the tabs and cover.

Q: Are the monthly tabs laminated?
A: Yes, the monthly tabs are laminated for extra durability.

Q. Can I make changes to the inside page layout of the planner?
A: We are NOT able to make any changes to the layout of the inside of our planners.

Q: Can I change the weekly spread to start on Sunday instead of Monday?
A: We are NOT able to change the day that the planner weekly spread starts on.

Q: How many pages are in the standard 12 month planner?
A: There are about 90 pages in the 12 month planner (180 front and back), plus 12 monthly tabs.

Q: What is the cover made of?
A: All covers are printed on a durable synthetic material that is both waterproof and tear resistant. They are also coated with a new protective coating that protects from scratches or ink rubbing off. On top of the cover is a 20 mil clear plastic sheet for extra durability.
Q: I am confused on how to place an order. Can you help me?
A: We are here to help! Please visit our ordering tutorial at PlumPaper.com to view a quick video tutorial for an easy and smooth ordering process.

Q: Can I change the colors of any pattern design?
A: We offer the majority of our pattern designs in 5 different color schemes to offer you a variety to choose from. We are not able to make any custom color changes to a pattern.

Q: Can I personalize my cover design?
A: Using our website planner builder, you can personalize your cover design with a monogram, name, quote, and/or photo. If adding a photo, please be sure your photo is a high quality image that will print clearly for your cover.

Q: Do I have to include personalization on my cover?
A: No, any of our covers can be printed without any personalization.

Q: What is your current processing time?
A: Our processing time varies due to the season your order is placed. Our current processing time can be viewed on our Order Checkout Page.

Q. Can my planner order be rushed?
A: Because each planner is hand made to your customization, we are not able to rush any orders. We are always working our hardest to get your order out to you as soon as possible. Most of the time, we are able to get them out before the estimated ship date on your order.

Q: How do I add a note to my order?
A: To add a note to your order, click “CART" at the top right corner of the website, then Confirm Order, and place your note in the Order Notes box provided.

Q: How do I add a coupon code to my order?
A: After clicking “CHECKOUT" from your Cart, you can enter your coupon code in the text box on the right hand side of the page.

Q. My coupon code does not work. Can you help me?
A: We are sorry that your coupon code is not working. All of our coupon codes have an expiration date, so it could be that the coupon code you are entering is no longer valid. If you are unsure of whether your coupon code is valid or not, just send us an email, and we can tell you if it is still active.

Q. Can I combine coupon codes?
A: We are sorry, but we are not able to combine coupon codes. Only one code can be used for each purchase.

Q: What resolution should my photo be?
A: We recommend that your photo is 300ppi for the best print quality. Most photos from a modern mobile device will print very well. If your photo is 1MB to 2MB and is clear when taking up most of your computer monitor, then it should print clearly. If you have any concerns about your photo printing clearly, just send it to us in an email, and we can check it out for you.

Q: What payment methods do you accept?
A: We currently accept all major credit cards. All prices are listed in $US.
Q: I am having trouble logging into my account. Can you help me?
A: When creating your account, you should receive a confirmation email. If you are not sure if your account was created, just send us an email, and we can check for you.

Q: How do I create an account?
A: Click here to sign up for an account.

Q: I forgot my password. Can you help me?
Click here and then "Forgot your Password?" to recover your password.

Q: After my order has been placed, can I change my order?
A: Because all of our products are custom and made to order, we are not able to make any changes to your order once it has been placed. Please be sure to double check your order, your shipping address, and our estimated processing time before completing your order.

Q. Can my planner order be rushed?
A: Because each planner is hand made to your customization, we are not able to rush any orders. We are always working our hardest to get your order out to you as soon as possible. Most of the time, we are able to get them out before the estimated ship date on your order.

Q: What is your current processing time?
A: Our processing time varies due to the season your order is placed. Our current processing time can be viewed on our Order Checkout Page.

Q: Why is my order taking longer than expected to ship?
A: We are so sorry if your order is taking longer than expected to ship out. We give an approximate ship date on all orders, but cannot guarantee that it will ship out by that date. Because each item is completely customized, we do not keep any finished products on hand. We make each order by hand as it comes in to us. A few factors can contribute to a delayed order:

1. Your item did not pass our quality control check: Occasionally, we will notice a flaw in your order during the final quality control check before shipment. It is so important to us that you love your finished product, and we would never want to send you an imperfect order. If there is an imperfection, we do our best to fix the issue right away so we can ship it out to you as quickly as possible.
2. Your shipping address is not a valid address: If your shipping address is not showing as a valid address, we will send you an email to verify what address we should send your order to.

Q: Can I change the shipping address on my order?
A: If you need to change the address on your order, there is a chance that we can catch it and make the change. Please email us as soon as possible to see if it is not too late. We will always do our best to accommodate this change.

Q: Will my cover match the colors that my computer shows exactly?
A: We do our best to match the colors of the covers shown on the computer screen. Since every monitor is calibrated differently and are vibrant with backlighting, colors may vary in brightness and hue from what is shown.
Q: What method is used to ship my package?
A: Standard Shipping: If you select Standard Shipping as your shipping option, your package will be shipped via UPS Mail Innovations. This means that your package is transported to your home town via UPS. Once it arrives in your home town, it will be transferred to your local post office for the final delivery to you. The transit time for this method is 3-8 BUSINESS days. For Hawaii and Alaska shipments, this transit time is 8-15 BUSINESS days. International Standard Shipping can take approximately 10-15 days.

Priority Shipping: If you select Priority Shipping as your shipping option, your package will be shipped via USPS Priority Mail. The transit time for this shipping method is 2-3 business days.

Q: I provided the incorrect address and my package was returned to you. What is your policy?
A: Please double check your shipping address when checking out. Plum Paper is not responsible for additional shipping charges for packages that are returned to us due to incorrect shipping names or addresses. Plum Paper is also not responsible if a forwarding address is not honored, but is returned to us instead. If any fees are issued for a forwarding address service, Plum Paper is not responsible for any charges that a customer might incur.

Q: My online tracking information is not updating. What can you do to help?
A: We are so sorry your tracking is not updating. Please be patient with tracking for standard shipping does not update while it is on the truck traveling to you. The information you see on the tracking is the same information that is provided to us. Please allow the full amount of transit time for your package to arrive. If you have not received it by the 8th business day for standard shipping, or the 3rd business day for Priority shipping, please let us know so we can make sure you receive your planner.

Q: What countries do you ship to?
A: We are only able to ship to countries that can provide us with tracking information through our carrier. We ship to the following countries: United States, Canada, Great Britain, Germany, France, Italy, Spain, Australia, New Zealand ,Singapore, Belgium, Denmark ,Finland, Netherlands, Sweden, Switzerland, Ireland, Israel, Portugal, Croatia, Estonia, Gibraltar, Hungary, Latvia, Lithuania, Luxembourg, Malaysia, and Malta.

Q: I am shipping internationally. Is there anything I need to know?
A: The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Please contact your local customs office for information.

To avoid a delay in receiving your order from customs, consider the following:

  • Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.
  • We do not offer refunds for goods that are refused for delivery at customs.

Q: My package has been delayed in shipping. What can you do?
A: We are sorry that your package has been delayed in shipping. For Standard Shipping, please keep in mind that the date on the tracking is an estimated delivery date rather than a guaranteed delivery date. Standard Shipping can take from 3-8 Business days. If you have not received your package after 8 Business days, please send us an email, and we can find out more information on the whereabouts of your package

Q: Can I pick up my order?
A: We do not currently offer order pick ups at this time.

Q: Can I change the shipping address on my order?
A: If you need to change the address on your order, there is a chance that we can catch it and make the change. Please email us as soon as possible to see if it is not too late. We will always do our best to accommodate this change.

Q: Do you ship to P.O. boxes?
A: Yes, we ship to P.O. boxes with Standard and Priority Shipping.

Q: How do I track my package?
A: As soon as your order ships, we will send you an email with your tracking number. Just click on the link in that email, and you will be able to track your package. Standard shipping will first track on the UPS website, and once your package has made the transfer to USPS, will track on both the UPS and USPS websites. Priority shipping will track on the USPS website.

Q: I received the wrong order or my order was damaged. What can you do?
A: We would never leave you with an incorrect or damaged product. Each item is handmade right here in our San Diego office by our wonderful staff. While we strive to make each product perfect, if the error or damage was made on our part, please contact us right away. Just give us your order number and what is wrong with your order. We will be sure to fix the problem right away.

Unfortunately, if the error was NOT made on our part (misspelled name, wrong monogram, wrong color), we are not able to send a replacement or refund.

Q: I provided the incorrect address and my package was returned to you. What is your policy?
A: Please double check your SHIPPING ADDRESS when checking out. Plum Paper is not responsible for additional shipping charges for packages that are returned to us due to incorrect shipping names or addresses. Plum Paper is not responsible if a forwarding address is not honored, but is returned to us instead.

Q: What is your return policy?
A: We are not able to accept returns on custom items. If there is an error or damage on our part, please email us right away so we can remedy the problem.

Q: What is your cancellation policy?
A: All custom orders must be canceled within 24 hours. Once 24 hours has passed, we are no longer able to cancel a custom order.

Q: How long will it take for my refund to appear in my account?
A: The time it takes for your refund to appear back in your bank account can vary from bank to bank. We have found that it can take anywhere between 5-10 days to be refunded back into your account. Please contact your bank for any further details.

Plum Paper LLC | © 2016 plumpaper.com

hello@plumpaper.com