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FAQ

FAQ & Policies

Here you can access a lot of helpful information such as  answers to common questions, how to handle an issue, or inside info on our brand. 
If your questions or concerns are not resolved here, please email: hello@cactuspaperco.com

 

 

Common Questions 

 

What products do you offer?

We offer a variety of stickers, washi tape and planner accessories. Our stickers are designed, produces, packaged and shipped in-in house. 

All other items are sourced through other small businesses or are from wholesale suppliers unless otherwise noted in the product description. 

Our stickers are created for planning, journaling, memory keeping, and scrapbooking. Or whatever you want to put a sticker on!

 

When/How often do you release new items or offer restocks?

New releases on our in-house products are 3-4 times per month, typically on friday night or saturday morning or the day before/day of the start of a collaborative sale. We usually put a notice in the banner at the top of our homepage to announce dates/times. 

New releases/restocks for planner accessories vary widely due to demand, availability, and shipping times. We do strive to ensure certain items are always in stock: These are some of our top picks for "planning 101" (aka: the necessities)

Correction tape

Sharpie fine tip felt pen

Sharpie S-Gel pen

A variety of paper clips

 

Do you have a Calendar of Events?

We used to on the first of every month and we hope to start again very soon!

Since our rebrand in February, we have slowly been getting back into a groove and adjusting as we are doing things a lot differently now. We want to be confident we can commit to future dates before we release our calendar again. 

Our goal is to start our calendar again in June or July of 2023

 

Do you offer any special discounts?

We regularly offer store discounts and participate in collaborative sales. You can stay up to date through social media via Instagram or our Facebook group. You can also join our email list. 

 

How to get in on the fun:

Facebook: we offer group members exclusive offers such as de-stash sales, bonus freebies, early access to sales as well as members only discounts. 

 

Instagram Stories: We love a flash sale and are known to do "midnight madness" for the night owls like us or "power hour" during sale events. This is where you can get some of our deepest discounts.

 

Instagram feed: We often list a discount code in our Instagram profile for new fans! This is also a great place to see our products up close and personal, be in the loop on sales or new releases and enter contests and giveaways. PLUS there is the opportunity to offer input as we are always asking our followers and customers what they want to see. Be sure to check out our "Q&A" highlight for more info!

 

Email list: Get sale notifications delivered right to your inbox so you never miss a sale. Plus you will have access exclusive discounts and promotions only available to subscribers.

 

Cactus Club: If you want the biggest bang for your buck, join our Cactus Club rewards program. Earn points for your purchases and take advantage of bonuses such as a sign up bonus, social media follow and share, and birthday. We also offer double and triple cactus points for special sale events!

*PLEASE NOTE our rewards program is ran on a third party app via shopify. We cannot guarantee the availability of the app as it is out of our control. We do get notified of changes well in advance and if that information needs to be passed along to you, you will be notified via email and we will share on social media.

In the event our program will be discontinued, We will do our best to implement a new rewards program within 30 days. We will make every effort to notify you as soon as possible with details regarding the change.  Points will not be transferred to a new rewards program. You will have to use them or lose them.  All active accounts will be eligible for the sign up bonus and other ways to earn extra points. 

We reserve the right to make changes to our reward program including but not limited to:

How to earn points

Earning amounts

Redemption amounts

Bonuses

Rewards members will be notified 30 days prior to any changes made my Cactus Paper Company. 

We reserve the right to cancel a rewards account and block/suspend the member without notice if we suspect fraud or abuse of our points system. Only one reward account is permitted per person. (Luckily we have NEVER had to suspend anyone!)

 

 

Do you offer custom products?

We do! We open up custom listings around 4-6 times per year. These are scheduled around busy seasons such as Black Friday. You can reach out any time to inquire about upcoming dates or custom products.

We do offer custom scripts (words/quotes) year round excluding our two semi-annual sales in December and July and our Anniversary sale in February.

 

Do you offer wholesale?

Our goal is to officially launch our wholesale products June 15th, 2023

 

Do you offer digital or printable items?

The first addition of our digital planning line launches May 27th. 

Printable sticker are not offered at this time but we hope to offer them sometime late summer of 2023.

 

What sticker paper do you offer?

We currently offer 3 types of sticker paper. Transparent matte (aka: clear sticker paper). Lux (luxury) Matte, our Unicorn Paper, and Premium Vinyl Matte. 

*Some items are only available on 1-2 types of paper. 

 

How will I know my order has shipped/How to track my order?

When we purchase shipping for your package, you are automatically emailed your tracking info so please keep this email safe. You should be able to click the link within the email to be redirected to the shipping service to view your tracking information. You can also log into your account to retrieve your tracking number and track your order. 

Please check your account or your tracking before contacting us about an order. 

 

 

 

 

STORE POLICY &  IMPORTANT INFORMATION


PROCESSING & SHIPPING 

PROCESSING TIME:

The time it takes to prepare your order

Our processing times vary depending on the time of year or sale events. All processing times are an estimate and may vary by 2-3 days.

Our average processing time is around 2 weeks but we post our current processing time directly on our website's homepage. 

We process our orders in the order they were received. We work on orders in batches and schedule pick up/drop off 2 times per week. If you receive a shipping noticed but no movement for 1-2 days that is normal. We ask that wait at least 72 hours after the shipping notice before inquiring about an order.  Outside of that time frame, please do not hesitate to email us so we can see why your order isn't tracking. 

SHIPPING TIME:

The time it takes for your order to arrive once it has been received by the post office

We ship most of our orders via USPS. The average shipping time for most packages (rigid mailers/bubble mailers) within the united states is around 3-5 days. 

For large orders (boxed orders) we use USPS or UPS and those times vary depending on the size of the package and the carrier but typically arrive in 7 days. 

LOST OR MISSING ORDERS 

Lost Order Policy: If your order is lost, there is a mandatory wait time before it is officially declared lost:

U.S. orders: 30 days

International orders: 60 days

After the wait time, contact us at hello@cactuspaperco.com for assistance. Include your first and last name, order # and be sure you email us from the email attached to your account. 

Missing Order Policy: 

There has been a rise in orders being marked delivered but not actually received. Every time we have encountered this issue, the package has shown up in a few days or was delivered to a front office if you live in an area that has mail delivered there (such as an apartment) or your package was sent to a business address.  Please be patient and allow 2-3 business days for the item to be delivered.

If you have waited 3 or more days, check with the post office that processes mail for your address. 

 

*Please keep in mind that once the order has been scanned in by the post office, it is out of our control and we can not provide any additional updates.

*Cactus Paper Company is not liable for any package once it is marked "delivered". We apologize for any inconvenience. 

 

SALES POLICIES

 

FINAL SALE:

Items marked "final sale" such as Grab Bags are sold as is with no return or exchange offered. 

 

CANCELLATIONS:

We offer a 24 hour cancellation policy on qualified* orders/items (exception: alternate payment processing such as Paypal. We must adhere to their policy)

Please email us within 24 hours of placing your order with the following information:

First & Last name on order

Order#

To ensure security and privacy, you must email us from the email attached to your order or rewards account.

*NOTE: Custom orders are not eligible for cancelation or changes but we always honor a replacement or store credit in the amount equal to damaged items(s) for damaged or missing items. If a mistake was made on our part such as incorrect spelling or color, we will replace the item(s).

Our refund policy might vary for other payment processing options such as Paypal as we must adhere to their policy. 

 

CHANGES

Address:  We ONLY offer changes for addresses. We understand mistakes happen and we want to ensure your order gets to you. In an effort to keep orders moving and to ensure the change is completed, Please email us within 24 hours to update your address. Please include the following information:

First & Last name on order

Order#

Old address

New address

To ensure security and privacy, you must email us from the email attached to your order or rewards account.

We are currently NOT accepting requests to combine orders. We typically try to combine if we see multiple orders from a customer within 5-7 days but this is not guaranteed. Shipping is refunded for qualified orders. 

We do not accept requests for any other changes or additions. Please ensure your order is correct and the you include in the note to seller your affiliate/PR/Bonus/Sale code. 

 

DISCOUNTS, AFFILIATE/PR/BONUS/SALE CODES AND CACTUS POINTS:

SALE CODES ARE CODES YOU MUST ENTER AT CHECKOUT TO RECEIVE A DISCOUNT. STORE DISCOUNTS ARE AUTOMATICALLY APPLIED AT CHECKOUT DURING OUR SALE EVENTS. THESE ARE OFFERED DIRECTLY FROM CACTUS PAPER COMPANY  THROUGH SOCIAL MEDIA PROMOTION OR OUR EMAIL LIST. 

AFFILIATE & PR CODES ARE USED AT CHECKOUT FOR DISCOUNTS ON AN ORDER AND ALSO MUST BE INCLUDED IN A NOTE WITH YOUR ORDER TO REDEEM FOR A SPECIAL FREEBIE. 

CACTUS POINTS ARE OUR REWARDS PROGRAM POINTS. 

Discounts cannot be combined unless specified.

Rewards points cannot be redeemed during a sale. 

Please ensure you check the date on your discount code or store credit code as we cannot honor it after the expiration date. If you are unsure of the expiration date, please email us with your first and last name, the code, and how you obtained the code (giveaway, contest, etc.)  If you have lost/misplaced the code, we are unable to replace it. 

Only one affiliate/PR code per order. If you use a code at checkout and want to receive the exclusive freebie, you must still include it in a note with your order. We do not see codes used at checkout on packing slips. 

If you have an issue redeeming an active code, please email us with your first and last name, the code and how/where you obtained the code and we will do everything we can to ensure you are able to redeem. 

 

ISSUES WITH AN ITEM/ORDER:

If your order is damages or of poor quality, please reach out to us within 7 days of the receipt of your order so we may work with you to correct the issue. Please email hello@cactuspaperco.com with your first and last name, order number and photo(s) of the items. 

 

***ALL EMAILS PERTAINING TO ORDERS MUST INCLUDE THE FIRST AND LAST NAME ON THE ORDER, THE ORDER NUMBER, AND MUST COME FROM THE EMAIL ACCOUNT ATTACHED TO THE ORDER. 

 

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