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Frequently Asked Questions
What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.
Purchased Route Protect and need to file a shipping issue? File here
What are Route's Policies?
Marked As Delivered (Stolen)
- Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
- Orders over $100 USD require a police report
Stuck In Transit (Lost)
- Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
- Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
- File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at firstname.lastname@example.org and we will be happy to work with you to remedy the situation.
How do I file a shipping issue for my lost, stolen, or damaged order?
Does Route cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
What are Route's terms and conditions?
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
MONTHLY SUBSCRIPTION BOXES
What subscription boxes do you offer?
We offer three different subscription boxes each month. Our Penspiration box includes 5-7 stylish pens, pencils, and/or writing tools. The Planning + Stationery box includes planner related stationery items, organizational supplies, and other accessories. The combined Penspiration and Planning + Stationery box includes all items from both boxes at a discounted price. Our Planning + Stationery box and combined box are offered on a Month to Month term, as well as 3 month and 6 month prepaid terms; our Penspiration box is offered Month to Month or in a 3 month prepaid term.
How does the cutoff date work each month?
Will I automatically be billed for C&P monthly subscriptions?
Can I buy a single box without subscribing?
Can I buy a previous month's box?
When will I receive my subscription box?
What's included in the subscription box? Can you show me?
Can a shop order be shipped with my subscription box?
What is your return policy for subscription boxes?
What is the cancelation policy for subscription boxes?
How do I log into my subscription account?
Help! When I try to log in, I receive an error message.
Can I skip a box without cancelling my subscription?
If I skip a renewal, can I un-skip it?
I use a pre-bound planner. Can I still subscribe?
I love stationery, but I don't own a planner. Which subscription is best for me?
How long will it take for my order to ship?
Typically, shop orders are processed and ship within 2 business days. On occasion, during peak holidays, sales, and new product releases, our processing time may be up to 12 business days. Please note that processing time is the time spent preparing your order prior to shipment. Current processing times are always updated on individual product pages.
All capsule collection products are made on demand. Domestic apparel orders can take up to 2 weeks to be delivered, while international apparel orders can take up to 4 weeks. Apparel items will ship separately from other shop items.
Domestic shipments are shipped via USPS and generally take approximately 2-3 business days to receive once shipped. We offer free U.S. domestic shipping via USPS for orders $50 and above. Please be aware that COVID-19 disruptions have impacted USPS processing times.
Upgraded UPS alternatives are also available. Orders selecting UPS shipping options are not subject to receive free shipping for orders $50 and above.
International shipments are shipped via USPS or UPS depending on selections at checkout. International shipping time frames vary based on courier.
We are not responsible for lost packages that are deemed as delivered.
My tracking information shows that my order was delivered, but I haven’t received it. What should I do?
We have recently seen several cases where packages are prematurely marked delivered before arriving at your address. It's also possible that the package was delivered to the wrong address. We recommend waiting 48-72 business hours to give the package a little more time to arrive, as well as reaching out to your neighbors to ask if they received your package by mistake.
If you insured your order with Route Protect at checkout, refer to Route FAQs above.
Feel free to reach out to us at email@example.com for assistance. Cloth & Paper is not responsible for packages that have been confirmed to be delivered.
Currently, we offer International shipping via USPS in order to offer the best rate possible to our International Customers. International customers pay a flat fee for orders under 4 lbs, based on their shipping location. Once the order is shipped, an email with your tracking number will be sent to you.
Please be aware that COVID-19 disruptions have impacted USPS processing times. In rare situations, your package may also take longer to arrive due to customs checks, which are out of our control. Updates to these checks can only be given by the customs office or officials.
We also offer UPS shipping for international customers, which can be selected at checkout. If you would like your order shipped with another service, please email Customer Service at firstname.lastname@example.org for a rate quotation.
We are not responsible for lost packages that are deemed as delivered.
Customs fees and VAT amounts vary based on location, and are paid to your country of residence*, not to Cloth & Paper. You may be subject to these fees based on the total value of your order. We recommend checking the rates for fees and taxes with your local customs or post office. We are not able to alter the value of your order. *Due to updated requirements, VAT is assessed and collected at checkout for orders shipping to the UK.
COVID-19 Disruptions to International Shipping
International USPS Shipments outside of the United States and Canada are experiencing significant shipment delays in some cases as a result of the COVID-19 crisis. Transportation and personnel shortages worldwide have caused mass delays and backups with international shipments, and the severity of these delays is dependent on local situations. USPS packages are shipped via commercial airline flights, which are being cancelled and rerouted every day, causing mass delays and backups in international shipments. USPS is working actively to find new flights for these packages to ship on, as well as sourcing alternative methods to ship these packages.
Please keep this in mind if you are placing an order internationally. We have never experienced shipping delays to international customers prior to the COVID-19 crisis, and we appreciate your patience as we navigate this together. To see countries where shipments are most disrupted, please check the USPS's statement on International Shipment disruptions. However, disruptions extend beyond these countries as well, and we are seeing these delays affect our customers worldwide. Delays may be mitigated by upgrading to alternative expedited shipment options.
If your package is currently experiencing a delay, please contact our customer service team at email@example.com so that we can add your package to our list to monitor. We cannot cancel orders once they have left our facilities. We will not be able to process refunds for delayed orders until the package is sent back to us by the USPS, or until the package is received by you and returned to us.
Thank you for your patience and understanding, and we apologize for this disruption to our usual shipping times.
What size inserts should I purchase for my agenda?
Cloth & Paper inserts come in a wide variety of sizes and punch styles for an array of planning needs, and are compatible with many other popular industry-standard sizes. For dimensions and compatibility with other brands, check out our Size Guide.
How do I log into my shop account?
Does my leather agenda have a warranty?
Your Cloth & Paper genuine leather agenda cover or folio is handmade using natural materials, which means no two pieces are the same. Due to the nature of leather, there may be some slight irregularities in the leather color, size of the grain, and texture. Each leather agenda will have some natural signage like wrinkles, blemishes and other markings. Enjoy your Cloth & Paper agenda for years to come by keeping it clean with a damp cloth or an alcohol-free wipe.
Cloth & Paper does not currently offer ring repairs. However, we always recommend using the push tabs on the end of your rings to open them. Pulling the rings open using the rings themselves can affect the tension and alignment and can eventually cause gaps.
When will you restock items?
C&P Capsule Collection
Apparel Care Guide
Embroidered apparel items can be machine-washed cold, inside out on a gentle cycle. Make sure to use a mild detergent and to wash with like-colors. Embroidered items can be dry-cleaned as well.
After washing, ensure that the item is not left to soak or lie in a pile while wet. It is advised to not ring out embroidered items and to tumble-dry them in a cool air setting.
What's my size?
Need help finding your size? Check out our Size Guide on each apparel product page. We recommend comparing the garment measurements to something similar you already own.
When will my C&P Capsule Collection items arrive?
All C&P Capsule Collection products are made on demand. Domestic orders can take up to 2 weeks to be delivered, while international orders can take up to 4 weeks. Please note that international customers will be responsible for customs fees, duty, or taxes.
If you have any questions regarding your apparel order, please feel free to reach out to firstname.lastname@example.org.
What if I have non-capsule items in the same order as my C&P Capsule Collection product(s)? Will they ship separately?
Orders containing both non-apparel and apparel items will be shipped separately as our apparel will be produced and fulfilled at a separate location. You will receive two shipping notifications: one for your non-apparel item(s) and another one at a later date for your apparel item(s).
What is your return policy?
- Last Call items
- Planner Consultations
- Digital Downloads
- Gift Cards
- Subscription Boxes
- Items that have been used
- Items shipped more than 14 days ago
- C&P Capsule Collection items are final sale. Should you receive a defective or damaged C&P Capsule Collection item, please reach out to our Customer Service Team at email@example.com.
Can I use store credit from a return towards a subscription box?
Cloth & Paper store credit is valid for shop purchases only, and cannot be used towards subscriptions.
What is your price adjustment policy?
We may offer discounted items and special promotions from time to time, which are valid while supply lasts. Discounted and promotional items are not eligible for price adjustments, refunds, or returns.
The following products are not eligible for discounts: Leather Goods, Planner Consultations, Capsule Collection items, Magnetic Clips, Gift Cards, Digital Downloads, Sub boxes, or C&P Last Call items.
LOYALTY AND REWARDS POINTS
What can I earn rewards on?
All purchases made on the Cloth & Paper website are eligible to earn rewards.
Enrollment in the online shop reward program, C&P VIP, is not automatic. You will need to sign up separately for the reward program once you have activated your customer account. Luxxe Buxxe for orders placed before you signed up are not added automatically, but can be added by emailing your order numbers to firstname.lastname@example.org.
Loyalty program points are earned on each subscription box purchase via our separate subscription box loyalty program. You are automatically enrolled in the subscription box loyalty program when you place a subscription. Loyalty program points and Luxxe Buxxe are not interchangeable.
How are subscription box loyalty program points awarded?
How are C&P VIP Luxxe Buxxe awarded?
How can I view my Luxxe Buxxe?
Luxxe Buxxe totals can be accessed through the “C&P VIP” button in the bottom right hand corner of our website. On mobile browsers, it is a black button with a white star. This is also where you can sign up to join the C&P VIP program if you are not currently a member.
You can view your point total for the subscription box loyalty program under your subscription box account, which you can log into here. You will also find this log in portal under the Monthly Subscriptions tab on our website.
How can I claim a reward?
Can I combine Luxxe Buxxe and subscription box loyalty points?
How do I purchase a gift card?
When viewing our website, click the “Planner Shop” dropdown menu at the top of the page. Select “Gift Cards”. The default value is $10. Click the dropdown menu on the right side of the product listing to select another dollar amount for your gift card. Values range from $10-$500.
Looking for another way to shop gift cards? Click the magnifying glass in the top right corner of the page to access the search function. Type “Gift Cards” into the search bar, and the product listing will appear.
If I purchase a gift card, how does the email notification work? Should I enter my email address or the gift recipient's email address?
Great question! It depends on when you want the recipient to receive the gift card - now or later? If you want them to receive it immediately, enter their email address so it will go straight to them. Alternatively, if you’d like to surprise them with it at a later time, enter your email address. That way you can forward the email to them when you’re ready to give them the gift card.
A Cloth & Paper gift card is redeemed in the form of a unique code. The email address that it's sent to will not affect the code being applied - if the email goes to you and you forward it to the gift recipient, they will not have any problem redeeming it without your email address. The recipient will click a link in the email to "view gift card" and will receive their unique gift code.
Can I use a gift card to purchase a subscription?
Cloth & Paper gift cards are valid for shop purchases only, and cannot be used towards subscriptions. To give the gift of monthly Cloth & Paper deliveries, we recommend setting up a gift subscription. Please reach out to our Customer Service team at email@example.com with any questions regarding gifting.
STILL HAVE QUESTIONS?
If you need assistance with an order, please include your order number, along with the name and email address used to place the order.
If you need assistance with a subscription, please include the name and email address linked to the subscription.