Paper Pony Co. is devoted to creating high quality goods with eco-friendly values. Our customers are our number one priority. Please let us know if there is anything we can do to improve our service to you.
Standard orders are processed within 1-3 business days. If we have any concerns or questions about your order, you will be notified immediately by the email you provided at checkout.
CUSTOM AND PERSONALIZED ORDERS
Custom and personalized can take up to 2 weeks to process. Custom orders may take longer depending on detail. You will be emailed a digital proof within 2 business days of order placement. Once a proof has been sent your way, your order is non-refundable.
After your approval, your order will ship in about 7 business days. You are given 3 business days to return our email with approval or changes to artwork. If after this time period we do not hear from you, your order will process exactly as portrayed in the proof.
Once your proof is approved or processed, we can no longer make any changes to the artwork. We cannot accept returns due to any errors (such as misspelled words or incorrect information etc.) If errors are discovered after proof approval and you wish to reprint, we are required to charge you for services rendered.
If you have purchased additional items along with personalized items, your entire order will be packaged together once your personalized items are ready to ship. If you'd like non-personalized items to ship earlier, please place separate orders.
Paper Pony Co. accepts all major credit cards and PayPal.
Paper Pony Co. ships worldwide via USPS. Domestic orders take 2–5 business days to arrive. Expedited shipping is available at check-out. Please allow 2-4 weeks for international delivery.
You will receive a confirmation email with a tracking number once your order has shipped. Please make sure your drop-off mail location is secure and the shipping address you've provided is correct. Paper Pony Co. is not responsible for lost or stolen packages after delivery.
Paper Pony Co. is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the purchaser.
Paper Pony Co. cannot be held responsible for packages that may become lost or damaged in transit. If your package is insured, a claim can be filed with the USPS to locate or refund your package. First Class Mail is not insured. Please upgrade to Priority or Express Mail delivery if you would like your package to be insured.
Signed confirmation delivery is available for additional fees upon request.
Unused/unopened items may be returned within 14 days of receipt for a refund, excluding shipping charges. Items must be received in original condition. Return shipping costs are the buyer’s responsibility and are non-refundable. We do not accept exchanges at this time.
PERSONALIZED & CUSTOM ORDERS
All custom and personalized orders are final sale after order confirmation. Upon final approval of your personalized order we cannot accept returns due to any and all errors, such as misspelled words etc. By approving your proof you accept responsibility for the information and layout as shown. If errors are discovered after proof approval, we are required to charge for a reprint.
If your order is damaged upon arrival, please contact us immediately with a description and photograph of the damage. If damages are due to fault of our own, we offer full refunds or exchange with free shipping.
We are not required to charge sales tax outside of the state of California. Orders placed within California will be subject to a 7.5% - 9.5% sales tax, depending on county.
We take the utmost care and concern for your privacy while you're shopping on our site. We will never share or sell your information to any third party, and the information we collect is solely used to contact you about your order if necessary. Transactions on our site are secured using SSL encryption technology to ensure your personal information (especially your name, address, and credit card number) cannot be read or intercepted during our payment processing system.
Yes, Paper Pony Co. products are available for wholesale! Please fill out our wholesale application to request more information. Paper Pony Co. products are not offered on a consignment basis, nor do we offer drop-shipping.
LOST OR STOLEN PACKAGES DISCLAIMER
Paper Pony Co. cannot be held responsible / liable for lost or stolen packages that have delivery confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s) with carrier for damaged and/or lost shipments.
WRONG ADDRESS DISCLAIMER
Customers are responsible for providing Paper Pony Co. with their correct shipping address. Please make sure all addresses are correct, we will not refund for wrong address on your part. If a package is returned or rejected, the customer will be contacted and will be required to pay for re-shipment postage.
If you made an error in your shipping address, please try to contact us within 24 hours of your order with the correct information. We are no longer able to make changes to your order once it has shipped.
COPYRIGHT & TRADEMARKS
Paper Pony, Paper Pony Co., and paperpony.co are properties of Paper Pony Co. In addition, any photos, designs, graphics, text or other content are protected by worldwide copyright and other intellectual property laws, treaties and protections. You may not reproduce, publish, distribute, transmit, transfer, sell or modify any portion of this site without express written permission from Paper Pony Co.