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 firstname.lastname@example.org
Q: How many messages and envelopes are included?
A: Includes 31 messages enclosed in linen textured decorative envelopes, to be opened each day or as needed. They are assembled as shown in our photos.
Q: How do I view messages inside the jar?
A: There is a link at the top website navigation that says View Messages. You can also view messages from our Completed Sets after you click on a design you like. In the dropdown for the messages, there is a VIEW MESSAGES button where you can view the list of messages in each category. Any jar design can go with any message theme. Simply start by choosing a design you like.
Q: Can I choose a specific message theme for any design?
A: Yes, any design can be paired with any message theme. Start by choosing a design you like, then you will be able to view the full message list for each category and then select it to add to your cart.
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: Will the message theme I choose show in the order to the recipient?
A: The message theme (ex. Get Well, Fighting Cancer...) that you choose is NOT included inside the order so your recipient will not see it. The only time they will show is if you ordered multiple jars and we would need to distinguish the differences for you to easily locate.
Q: What is the cost of shipping and handling?
A: Shipping & Handling is based on the weight of your order. Most orders average $12.95. However, check for promotions such as Discounted Shipping offers at the top of our website when available.
Q: How long does it take for my order to be delivered?
A: It normally takes approximately 5-10 business days (see Business Days below) for your order to arrive at its destination, however delivery schedules do change. See checkout area and the home page at the time you place your order to confirm, especially during holiday seasons because the estimated delivery dates may even be sooner or later. 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 be sure the address is correct and notify us immediately of changes as redelivery fees will apply, unless it was the result of our error. Once it has shipped, address changes cannot be made by us. You can, however, reference your tracking number and contact the carrier for possible options.
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 it is available, either a few days before or after it ships. Note that updates may not be available immediately upon checking until it is scanned. 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 the package is scanned. In order for us to expedite your gift, you may receive tracking notification days in advance of shipping as we prepare the shipping label first. Therefore, you may not see updates from the carriers immediately.
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 1-7 business days to process, depending on the shipping method selected. Inquiries regarding order status sent prior to five business days for standard shipping will not be available. The cut-off time is 2pm PST. Orders placed thereafter is counted starting the next business day.
Q: What does “business day” or "work day" mean?
A: Business days or working days are interchangeable and are considered days that we are open, primarily during the week, Monday thru Friday. Holidays and weekends are not considered business days as we are closed. Estimated delivery dates are calculated by business days or working days and do not include weekends or holidays.
Q: What is considered "end of day"?
A: End of day is considered 8 p.m. as there may be delays and carriers may work late to deliver the package.
Q: Do you offer Free Shipping?
A: Please take a look at the top of our website if there are promotions. Free or discounted shipping only applies to standard U.S. orders and a $10 minimum purchase. It is about a $12-$18 savings depending on the container. 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 may take longer than 10 business days for delivery as there may be delays once it arrives at its destination due to mail sorting.
Q: Can orders be delivered on the exact date requested?
A: We cannot guarantee exact day delivery, even if it is selected in our Scheduled Delivery option. Orders may arrive 1-5 business days earlier than the requested date, as it depends also on the carrier's schedule. We don't want to risk it ending up late so we ship it slightly earlier to cover any possible delays. Please note as indicated, you cannot use the Scheduled Delivery option to rush orders and select a date that is earlier than the indicated delivery time. Any date can be selected, including the same day, but if it does not follow the instructions indicated, it won’t be applied.
Q: Do you ship internationally, how long does it take and how much is shipping and handling? (CURRENTLY UNAVAILABLE)
A: CURRENTLY UNAVAILABLE. We ship to United States and Canada. 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: You are sent an automated email with tracking information to check on your order. At the time of order placement, we also indicate a delivery estimate so you can keep track of timing. Be sure to check your email and spam folder for updates. It is up to the carrier to decide whether or not it is safe to leave your package unattended. 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 that option is available. We cannot make pick-up or 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 pick-up or delivery arrangements, whichever option is provided by the carrier at the time. If no action is taken within a few days of the delivery attempt, the carrier will return the package to us and we will process a partial refund according to our policy for unclaimed, undeliverable addresses, or undeliverable packages (see below). Please make sure to check your email for tracking updates and notifications of delivery status, as the carrier does not notify us of delays or returns until the actual package is returned to us.
Q: Do you have expedited shipping for next day or two day delivery?
A: You have the option of selecting Rush Processing during checkout. We will process your order immediately to have it arrive in 4-5 business days. Because our product is handmade according to each customization, requests for next day or two days is not available. See special delivery schedules in checkout area and home page during holiday seasons.
Q: What method do you use for shipping?
A: Orders are shipped via USPS or UPS. Orders with 2 or more jars primarily ships via UPS, however there may be times they ship via USPS. We are not responsible if the shipping address you provided does not accept postal deliveries or certain carriers. Please be sure to provide a P.O. Box if needed (excluding multiple jar orders which will ship via UPS), and provide the correct shipping address. We use what is indicated on your order.
Q: Do you have gift wrapping options?
A: We offer gift wrapping service for $4.95. It also includes a bow for an extra nice presentation.
Q: Will the package tell the recipient who it's from?
A: Orders will contain a packing slip indicating the Ship-To and Gift Message. No prices, billing name, or item description will be included with the slip. Please be sure to include your name with your gift message unless you'd like it to be anonymous. Requests for multiple or split gift messages are not possible for one order, therefore please place separate orders for separate gift messages.
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 with your name included, otherwise it would be from an anonymous sender. Requests for multiple or split gift messages are not possible for one order, therefore please place separate orders for separate gift messages.
Q: Can I use the Comments section to make changes to my order or extra requests?
A: The comments section can be used to mention changes to your order, however those changes would need to have been confirmed by us via email in advance. It is not for changing addresses or entering gift messages (there is a separate area to enter gift messages). Therefore we cannot guarantee any requests, changes, or corrections to your order, even if it is entered in the comments section, unless we confirmed it with you in advance via email.
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. Our website is powered by Shopify. We do not hold onto your credit card information. 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. Emojis and special language characters/marks are not valid and may not show up correctly. We are not responsible if they alter the format of your messages.
Q: What type of paper are the envelopes made of?
A: Envelopes are constructed of quality linen textured, decorative cardstock paper.
Q: What type of paper are the messages printed on?
A: Pre-printed messages are printed on white quality 90lb. index paper (or comparable stock) 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. https://www.kindnotes.com/collections/envelopes-refills
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.
Q: What is the Seal Envelopes option?
A: The sealed envelopes adds an extra layer of curiosity so your recipients would feel the envelope being opened. The tip is inserted into a slit on the envelope to keep it more closed and in place. The jars are still artistically assembled as you see in the photos, with-or-without this option being chosen. The flaps are still loosely closed if you don’t choose that option.
Q: Where are your products made?
A: KindNotes are handcrafted in California, United States. We source our quality materials both from the U.S. and Internationally.
Q: Can you ship to multiple addresses in one order?
A: Unfortunately we don't have the capability to offer that option. Orders would need to be placed separately for each different address. We also cannot print extra gift messages or make any extra changes for orders with multiple jars. Requests for multiple or split gift messages are not possible for one order, therefore we recommend placing separate orders for separate gift messages if needed. If you are looking to purchase 12+ jars, we offer bulk discounts and can assist you through a special order to ship to multiple addresses without having you submit individual orders. Please contact us at email@example.com.
Q: Do you offer discounts for bulk orders or business orders?
A: We offer bulk order and business discounts, whether shipping to the same address or different addresses. We can help you through a special order so that you will not need to submit individual orders. Bulk order discounts start at 12+ jars. Please email us and let us know how many jars you need at firstname.lastname@example.org.
Q: What is your cancellation policy?
A: Cancellations or changes to your order are not guaranteed after it has been placed, due to how we expedite the process in order to have your gifts arrive as fast as possible, and also the order in which we receive your email, which may not be on time. However you can email us to double-check. 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 80% of the materials once processed; we also spend a lot of time handcrafting each order, shipping it out, and then need to take them apart. It ends up becoming a loss for us. If Free Shipping promotion was used, you will be responsible for $12.95 shipping fee for each jar.
If it has been processed and completed, but we can somehow still pull it to be cancelled, 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 and will have to take them apart.
Q: What is your return policy?
A: Our policy lasts 15 days. If 15 days have passed since the delivery of your purchase, unfortunately we cannot 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 email@example.com for further instructions.
You will be responsible for paying for your own shipping costs for returning your item. Please pack carefully and use a trackable shipping service with a valid tracking number to confirm when the item has been delivered back to us. Once you see that it shows as delivered back, email us so that we can check the item and process the partial refund for you.
Once your return is received and inspected, 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 also apply as we are unable to reuse 80% of the materials once processed; we also spend a lot of time handcrafting each order, shipping it out, and then will also need to take them apart. It ends up becoming a loss for us. If Free Shipping or Discounted Shipping promotion was used, up to $14.95 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, marked as undeliverable, was refused or was left unclaimed?
You are sent an automated email with tracking information to check on your order. At the time of order placement, we also indicate a delivery estimate so you can keep track of timing. Be sure to check your email and spam folder for updates. Email us to let us know that we should be expecting your returned package. Once tracking shows it has been received by us, notify us within 7 days (otherwise they will be taken apart and fees will apply according to our policy). Let us know if you want us to repackage and redeliver ($14.95 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 also apply, as we are unable to reuse 80% of the materials once processed; we also spend a lot of time handcrafting each order, shipping it out, and then will also need to take them apart. It ends up becoming a loss for us. If Free Shipping or Discounted Shipping promotion was used, up to $14.95 will be deducted from your refund for each jar.
Q: What happens if a package was returned due to incorrect shipping address, marked as undeliverable, was refused, or was left unclaimed, etc.?
You are sent an automated email with tracking information. At the time of order placement, we also indicate a delivery estimate so you can keep track of timing. If you contact us within 7 days of the package being returned, we can repack and reship it with a $14.95 redelivery fee, if you prefer it to be reshipped. After that time has passed, ALL returned packages received due to incorrect shipping address, marked as undeliverable, was refused, was left unclaimed, or other reasons indicated by the post office (unless it was our error), will be taken apart/unassembled, and applied a partial refund to your original payment method. Original shipping costs, service fees, gift wrap, etc. are non-refundable and a 30% restocking fee will also apply as we are unable to reuse 80% of the materials once processed; we also spend a lot of time handcrafting each order and will also need to take them apart. It ends up becoming a loss for us. If Free Shipping or Discounted Shipping promotion was used, up to $14.95 will be deducted from your refund per jar.
We cannot make pickup or delivery arrangements once the carrier attempts to deliver the package. It is the responsibility of the sender and/or receiver to reference the tracking number provided and contact their local post office for pick-up or delivery arrangements, whichever option is provided by the carrier at the time. If the package ends up being returned to us, we will process a partial refund according to our policy for unclaimed, undeliverable address, or undeliverable packages. It is not our responsibility if an incorrect address is submitted on your order and the recipient from the incorrect address ends up keeping the package. We are not able to offer pickups from the incorrect location, nor offer replacements, or partial refunds unless the original package makes its way back to us. It is not our responsibility if the recipient is not available to accept the package, does not have a secure location that the carrier deems is safe to leave unattended, or is unable to make delivery or pickup arrangements with the carrier, leading to the package being returned to us. If we mistakenly shipped it incorrectly on our part, please be assured that we will take responsibility and make it right.
Q: What happens if it was sent to the wrong shipping address?
If we made an error with the shipping address, we will certainly take responsibility and send a replacement right away. If the address that you provided on your order is incorrect, unfortunately we are not responsible for replacements or refunds. If it is an invalid or non-existent address, the carrier will return the package to us, or if the incorrect address provided is someone else's existing address and they refused the package, the carrier will return it back to us. We can then redeliver with a redelivery fee or process a partial refund (see above for returned shipments). It is not our responsibility if the recipient from the incorrect address ends up keeping the package. We are not able to offer pickups from the incorrect location, nor offer replacements, or partial refunds unless the original package makes its way back to us. You are welcome to follow up with us in the week or two and we can check if the package was received back. Packages returned to us that are not due to our error are partially refunded according to our policy above. If it is in our error, please be assured that we will take responsibility and make it right.
Q: What is a Parcel Locker or why was the package delivered to one?
A Parcel Locker is a unit that is installed either within a CBU or alongside neighborhood delivery and collection box units or in conjunction with PO Boxes. A parcel locker could also mean a front desk area. Parcel Lockers can be used in such cases as: Package is too large to fit in mail box; Carrier cannot access your front door, such as if you live in an apartment complex, inside a gated yard or down a long road / driveway; It simply isn’t a secure enough location to leave at front door; Carrier couldn’t find your front door; Or carrier was instructed by HOA not to leave parcels at doors; If you live in a trailer park parcels will almost always be left in parcel lockers; The parcel does not fit inside your P.O. Box; You’ve requested packages to be temporarily delivered to a parcel box, for example for when you are out of town.
The recipients may be left a key or notice at their mailbox so they know to check it, but it is up to recipients if and when they check it. The package may be returned to us after a number of days if it is unclaimed. We recommend notifying the recipient of the package to prevent it being returned (see above for information on refunds for undeliverable or unclaimed packages).
If you are the sender, you would need to notify your recipient to check their parcel locker and P.O. Box, to be sure they are aware of your incoming package, or in case they missed the notice or key. If those are not applicable, they would need to reference the tracking number and contact the carrier for more information or for pickup/redelivery options, whichever option is offered by the carrier.
Q: Can I make changes to my order?
A: Address changes/corrections, cancellations, or any changes to your order are not guaranteed after it has been placed. You can email us to double-check if it is possible. We are not responsible if the order has already been shipped or is already packed on our truck and ready to be shipped, as they cannot be pulled at that point. Please ensure shipping addresses are entered correctly (at checkout, it asks you to enter the shipping information first, before the billing). 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 firstname.lastname@example.org. Thank you for your interest.