Disputes and charges
Before you call your bank,
let us fix it.
If a charge does not look right, or your order is not what you expected, this page is the fastest way through it.
The button opens your email app with the details already laid out. Fill in what you know and send it.
Do not recognize a charge?
Most charges people report as unknown turn out to be ordinary once you see what happened.
- Someone else used the card. Partners, family members and roommates order more often than people expect. Ask at home first.
- The billing line looked unfamiliar. Our store is operated by ECOM PAPER PRODUCTION LLC, and the wording on your statement is set by the payment processor, so it may not read exactly like the store name.
- It is a pending authorization. A temporary hold can show for a few days and then drop off on its own.
If it is still not yours, tell us. We look into it right away and sort it out with you directly.
Your order has not arrived
Before filing anything, check the tracking and let us help.
Orders arrive 6 to 13 business days after purchase. If tracking says delivered and you cannot find it, email us within 7 days of delivery: we open the claim with the carrier and make it right with you.
Added Shipping Protection? We reship your items free of charge as soon as you report it, without waiting for the carrier claim.
Waiting on a refund
Refunds take a few steps, and each one has a timeline.
- We inspect returns within 2 business days of arrival.
- Approved refunds go back to your original payment method within 7 business days.
- Your bank may take another 2 to 5 business days to show it on your statement.
If it has been longer than that, write to us and we will send you the refund details.
Why write to us first
A bank dispute is decided by people who only see one line on a statement. We can see the actual order.
Card disputes usually take weeks to resolve, and while one is open we cannot refund or replace that order ourselves. Our team replies within one business day, and most issues are sorted out in a single email.
Every order is a one-time purchase: we do not offer subscriptions, recurring billing or automatic shipments.