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Frequently Asked Questions

Find shipping information, details about our products, and more. If you can't find what you're looking for, please contact us at info@kindnotes.com

Q: How many messages and envelopes are included?

A: Includes 31 messages enclosed in linen decorative envelopes to be opened each day or as needed.

Q: Will the order or customization be fully assembled?

A: Each container of KindNotes will be put together according to your customization, ready to be sent directly to the recipient if you prefer. You don't have to do a thing. If you are requesting blank papers to write your own messages, everything will be put together except for the blank papers. You will be able to simply write your messages and stuff them into the envelopes after you are finished writing.

Q: How do I customize my jar of KindNotes?

A: The customization wizard will take you through the quick and easy steps to create your KindNotes. Take a look at our Ready-Made and Completed Designs for ideas or to purchase them as shown.

Q: What does each customization include and its price?

A: Each customization includes the container, filling, ribbon, silver embellishment, 31 envelopes and 36 blank papers. You also have the option to choose from our library of 400+ messages across different categories, or have us handwrite your messages for you. The price is based on the container and message options selected, starting at $34.95 plus S&H.

Q: What is the cost of shipping and handling?

A: Shipping & Handling is based on the weight of your order. Most orders average $9.95. Also check for Free Shipping offers at the top of our website when available.

Q: How long does it take for my order to be delivered?

A: It takes approximately 7-10 business days for your order to arrive at its destination, however we oftentimes offer complimentary rush processing so that it arrives within 5-7 business days. See delivery schedules in checkout area and home page at the time you place your order, especially during holiday seasons. Please note that if there are any questions regarding your order, KindNotes will contact you via email and will place a hold on your order until questions are cleared. Please verify the shipping address and notify us immediately of changes as redelivery fees will apply, unless it was the result of our error.

Q: Will I receive tracking information when my order has shipped?

A: Yes, you will receive an automated email notification that will include tracking information when your order has shipped. Please be sure your email is entered correctly on your order so that you can be notified of shipping updates or any delays/issues with your package.

Q: Why doesn't my tracking number show any shipping updates?

A: Tracking information will not be shown until after 1-2 business days from the shipment notification, until package is scanned.

Q: How long does it take for my order to be processed before it ships?

A: Orders are processed in the order received. It can take anywhere from 1-4 business days to process. Inquiries regarding order status sent prior to four business days will not be available. The cut-off time is 3pm PST. Orders placed thereafter is counted starting the next business day.

Q: What is your FREE Rush?

A: It normally takes approximately 7-10 business days for your order to to arrive, however with free rush, it will only take 5-7 business days. We will mention this when it's available.

Q: Do you offer Free Shipping?

A: Please take a look at the top of our website if there are promotions. Free shipping only applies to standard U.S. orders and a $10 minimum purchase. The equivalent discount is also applied to Expedited and International orders as shown during checkout so everyone can take advantage of the offer.

Q: Do you ship to APO addresses? How long is the delivery time?

A: We do ship to APO addresses without the need for International S&H charges. APO orders will require 7-14 business days for delivery. Please also note there may be delays once it arrives at its destination due to mail sorting.

Q: Do you ship internationally, how long does it take and how much is shipping and handling?

A: We ship to the following international countries: Canada, Australia, Germany, and United Kingdom. Shipping and handling varies by country, starting at $36.95. United Kingdom will charge a customs fee when the package arrives to the recipient. This fee is not included in the S&H fee on the order and cannot be paid in advance. International orders are generally delivered within 10-14 business days and depending on customs clearance, it may take longer. Once your order is sent to the post office, we have no control over, and are not responsible for International restrictions and guidelines, customs fees (if any), and are not responsible for unusual delays. We are not liable for customs search (if any) that may alter the product. Redelivery fees may apply for packages marked as undeliverable (i.e. insufficient address, incorrect address unclaimed), unless it was the result of our error. Please also see our returns policy.

Q: What happens if no one is home to accept the package?

A: It is up to the carrier to decide whether or not it is safe to leave your package unattended at the front door. Generally, they would leave a notice that you have a package waiting at their facility for pick up, or they will make another attempt for delivery. If no action is taken, the carrier will return the package to us and a partial refund will be processed to your original payment method (original shipping costs, service fees, gift wrap, etc. are non-refundable and a 30% restocking fee will be applied). Please make sure to check your email for tracking updates and notifications of delivery status.

Q: Do you have expedited shipping for next day or two day delivery?

A: You have the option of selecting Express shipping during checkout. We will process your order immediately to have it arrive in 3-4 business days. Because our product is handmade according to each customization, requests for next day is not available. See special delivery schedules in checkout area and home page during holiday seasons. Domestic shipping rate starts at $36.95 (US).

Q: What method do you use for shipping?

A: Orders are shipped via USPS, primarily Priority Mail. On occasion, UPS may be used.

Q: Do you have gift wrapping options?

A: We offer gift wrapping service for $4.95.

Q: Will the package tell the recipient who it's from?

A: Orders will contain a packing slip indicating the Bill-To, Ship-To, and Gift Message. No prices or item description will be included with the slip.

Q: Will the package contain an invoice or the cost of the gift?

A: An invoice is not included in the package, nor any costs. Only a packing slip will indicate the Ship-To, and Gift Message. No Billing information is included therefore we recommend filling out the Gift Message field during checkout, otherwise it would be an anonymous gift.

Q: What are your payment options?

A: KindNotes accepts secure payment for Visa, Mastercard, and American Express, Discover, and Paypal.

Q: Is it safe to provide my credit card information on this site?

A: Yes. Your information is processed via Authorize.net. You will note that during checkout, you will see a LOCK icon on the right of the web address bar, symbolizing our website's security.

Q: What is the service charge to request messages to be hand-written by KindNotes? CURRENTLY UNAVAILABLE, only PERSONALIZATION.

A: The service charge to hand-write your personalized messages is $19.95. Your kindnotes are naturally written by our designated employees, therefore each letter may not be perfect. We do not accept any indecent or sexual-related messages and have the right to omit those messages at our discretion; we are not liable for messages requested to be handwritten. Handwriting is currently unavailable. Instead messages will be printed for you.

Q: What type of paper are the envelopes made of?

A: Envelopes are constructed of linen decorative cardstock paper.

Q: What kind of paper are messages printed on?

A: Pre-printed messages are printed on white quality 90lb. index paper measuring approx. 1 1/2-inch x 2 1/8-inch. Blank papers, if requested, are double in size and will need to be folded in half, approx. 2 1/8" x 3 1/8".

Q: Are library messages handwritten?

A: Library messages are typed in a scripted font used to mimic handwriting.

Q: Can I purchase more envelopes and papers?

A: Yes. Refills are available in packages of 12 envelopes and 14 blank papers. You can also choose library messages by adding the item to your cart.

Q: Do the envelopes have adhesives?

A: Due to the size of the special envelopes, they are not available with adhesives, however they do have a small slit that you can insert the tip of the flap into. You may also request us to seal your envelopes (insert flap into slit) with your messages inside for a fee of $3.95. Please note that unsealed envelopes will create a fuller, more appealing presentation.

Q: What is your cancellation policy?

A: You may cancel your order for a full refund if it has not been processed or shipped. If your order has shipped, we suggest you refuse the package as soon as it arrives so you won't have to cover the return shipping costs. Once we receive it back in original condition, we will refund the purchase price, less any service fees and S&H. A 30% restocking fee will also apply as we are unable to reuse the materials once processed. If Free Shipping promotion was used, you will be responsible for $9.95 shipping fee.

If it has been processed and completed, but not yet shipped, we will refund the purchase price and shipping cost, less service fees if applicable (i.e. library messages, gift wrap) and 30% restocking fee will apply as we are unable to reuse the materials once processed.

Q: What is your return policy?

A: Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a Return Authorization number. To receive one, please email us at info@kindnotes.com for further instructions.

You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non-refundable and will be deducted from your refund. Please pack carefully and use a trackable shipping service to ensure we receive your return as we are not responsible for lost or damaged items.

Once your return is received and inspected, a credit will automatically be applied to your credit card or original method of payment, within 7-14 business days. If you don't receive it by then, please contact us. *Note: A 30% restocking fee will be applied. Original shipping cost, library messages, handwriting, sealed messages and gift wrap fees are non-refundable. If Free Shipping promotion was used, $9.95 shipping fee will be deducted from your refund. Returns without authorization are subject to 45% restocking fee.

Q: How can I reship a package that was returned due to incorrect shipping address or was left unclaimed?

Email us to let us know that we should be expecting your returned package. Once received, we will email you to confirm if you want us to repackage and redeliver ($10.95 reshipping fee). If we don't receive notification to expect your package to reship (within 7 days of it being returned to us), a partial refund will be processed to your original payment method (original shipping costs, service fees, gift wrap, etc. are non-refundable and a 30% restocking fee will be applied. If Free Shipping promotion was used, $9.95 will be deducted from your refund). We cannot make delivery arrangements once the carrier attempts to deliver the package. It is the responsibility of the receiver to reference the tracking number and contact their local post office for delivery arrangements. If the package ends up being returned to us, we will process a partial refund according to our policy for unclaimed or undeliverable addresses.

Q: Can I make changes to my order?

A: For your convenience, orders are expedited once received. Address changes/corrections or any changes to your order can be made the same day that it was placed or the day after if we have not yet processed or shipped your order. Please ensure shipping addresses are entered correctly as we cannot make changes once it has been packed or shipped.

Please note that we artistically arrange the envelopes inside for an impressive presentation when it arrives. However sometimes packages get handled roughly during transit so contents may shuffle depending on the handling of the carrier.  If you have any other questions, please feel free to contact us at info@kindnotes.com. Thank you for your interest.