Frequently asked questions

 
 

WHEN WILL MY ORDER SHIP?

Orders ship out via USPS First Class Mail within 3 business days! This is usually a 2-5 day shipping time.

DO YOU SHIP WORLDWIDE?

Yes! We use USPS First Class International shipping which is usually an estimated 10 day shipping time.

I'M NOT COMPLETELY HAPPY WITH MY ORDER. DO YOU ACCEPT RETURNS? 

We offer exchange or credit. Please contact us within 3 days of receiving your order and we'll be happy to get it sorted out!

MY ITEM ARRIVED DAMAGED. WHAT TO DO? 

Please contact us within 3 days of receiving your item. We'll do our best to solve the problem, whether that's through a replacement, exchange, or store credit. Please understand we cannot offer refunds at this time.

CAN I CANCEL MY ORDER? 

To cancel, contact us within 24 hours of placing your order.

WHAT DO YOU DO WITH THE PERSONAL INFO YOU COLLECTED FROM ME? 
We hate spam and love it when people respect our privacy, so we promise to do the same for you! We will never share your information and will only email you when you've made a purchase or opted-in to our newsletters. Transactions on our site operate through Squarespace and are secured to ensure that your personal information remains safe. For more information about Squarespace's security and privacy policies, please click here.

COULD YOU MAKE A CUSTOM DESIGN FOR ME?

Maybe! Please contact us directly to ask about commissions. The amount of custom jobs we take depends on how many projects we have going and the nature of the work. Thanks for asking!

DO YOU DESIGN CUSTOM WEDDING STATIONERY?

Yes! In the past we have designed wedding invitations, save the dates, programs, and more. Contact us if you're interested in commissioning a wedding design.

DO YOU OFFER GIFT WRAPPING SERVICES? 

Sure! We'd be happy to gift wrap your items for a small fee. Find our "gift wrap" option in the shop under the gift sets tab, and add it to your cart before placing your order.

DO YOU OFFER FRAMING OPTIONS? 

Sorry, but at this time we don't offer framing.

DO YOU PRINT EVERYTHING YOURSELF?

No. We design everything ourselves and work with a handful of printers and manufacturers in the US to create the finished pieces.

WHO IS ROOT & BRANCH PAPER CO.?

Root & Branch is the work of Jessie Tyree Jenness (that's me!) I'm a graphic designer and illustrator originally from Tennessee. I have a deep appreciation for plants and flowers (can you tell?), whales, popcorn, bubble tea, and I *really* love to travel. I'm currently living in China with my husband as he's getting his degree in architecture!

WHERE ARE YOU LOCATED?

Good question! I (Jessie) am currently living in China and managing Root & Branch from overseas. All our products are manufactured and stored in the US, where are orders are filled and shipped. 

WHAT DOES ROOT & BRANCH MEAN?

Read about it on our About page!