Frequently Asked Questions

Here are some frequently asked questions about our products. If you can't find your question here, please feel free to email us at help@thepapermemory.com

Order Management

When can I expect a reply?

We typically respond within 1 business day. We might take a little longer during peak or holiday seasons. We promise to always get back to you as fast as we can during these times. We thank you for your understanding.

My order arrived damaged/incorrect

We're sorry to hear that😞 Please contact us within 3 days of receiving your order so we can make it right. Please include: your order number, a description of the damage, and images of the damaged product and packaging.

Oops. I made a mistake!

If there was a typo or other mistake, then, we can't offer a refund. However, please contact us, and we'll do our best to help you out.

What is your refund policy?

Please click here to view our refund policy page

How do I track my orders?

You can always check the status of your order by opening the email sent when the purchase was made.

We will always send emails updating you on the status of your order.

Production + Shipping

When will I receive my order?

We do our best to move quickly. It can take 10-12 business days to get to your order to your doorstep. Please see our shipping information page for more.

Can you rush my order?

We offer an option to expedite your shipping. If you are afraid it will not make it on time, please contact us before placing your order. We will make sure that you can get your item delivered before your deadline 🙂

What are your shipping rates?

Please see our shipping information page for more on this topic

Product Information

Can I make changes to one of your designs?

We offer an option to work with you to create a custom design. Please contact us to make sure we can make it just like you want it. Additional charges apply.

How many pages are in a guestbook? How many should I order?

We offer the option of 50 or 100 pages. The pages are thick enough that you can use them on both sides without a problem. We recommend you go by the size of the event. If it's a small or medium, 25 or 50 pages should be more than enough, and 100 pages only for very large events.

Can you add my custom logo or design?

Absolutely, we'd love to work with you to create the perfect custom piece for you. Before you place your order, please contact us to make sure we can make it just like you want it. Additional charges apply.