FAQ

WHEN WILL MY ORDER SHIP?

All items will ship within 1-3 business days from Knoxville, Tennessee, USA, with the exception of our gift wrap and wallpapers which are made to order and ship within 10-12 days directly from the manufacturer in North Carolina, USA.

DO YOU SHIP WORLDWIDE?

Yes! We use USPS First Class International Shipping.

WHAT PAYMENT TYPES DO YOU ACCEPT?

We accept payment by credit or debit card, as well as Paypal.

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

We offer exchange or store credit. Sorry but we're not able to offer refunds at this time. We apologize for any inconvenience this may cause! If you're not happy with your order, please contact us within 3 days of receiving it and we'll be happy to get it sorted out! To receive an exchange or store credit, your original purchase must be shipped back to us at your expense, in the same condition it was when you received it.

Please note that we cannot guarantee that the color on your monitor is a perfect match to the color of our printed products. Please allow for slight differences in printed color when you receive your order.

MY ITEM ARRIVED DAMAGED. WHAT TO DO? 

We do our best to package our products with love and care. In the case that your items arrives damaged (our worst nightmare!), please let us know within 3 days. We'll do our best to solve the problem, whether that's through a replacement, exchange, or store credit. Please understand that we are not able to offer refunds, but will do our best to make it right.

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?

Possibly! We love a good custom job because they allow us to create something extra special. 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. Make sure to click our "gift wrap" option in the checkout panel before placing your order.

DO YOU OFFER FRAMING OPTIONS? 

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

WHERE ARE YOUR PRODUCTS MADE?

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 by Ellen (my mom!)

WHAT DOES ROOT & BRANCH MEAN?

Read about it on our About page!