FAQ

Shipping

How much does shipping cost?

Shipping rates are calculated based on the total weight of the order and the destination address.

When will my order be shipped?

Most orders will be processed and shipped within 4-5 business days. Orders that include 12 or more paperweights may require additional processing time.  We will make you aware of any possible delays as quickly as possible.

If you have questions regarding your order, or if we can help in any way, please contact us at help@custompaperweights.com.

Do you offer international shipping?

No. Shipping is only available to addresses within the United States.

Do you ship to PO Boxes and FPO/APO/DPO addresses?

Yes! We ship orders to PO Boxes and APO/FPO/DPO addresses via USPS.

Am I able to change the address on an order?

We're unable to change a shipping address once an order has been placed. When you receive notification that your order has shipped, we recommend contacting the shipping carrier directly to update your address.

For orders shipped via USPS, you can request a USPS Package Intercept by following the steps here. If your order shipped UPS, UPS may be reached at 800-742-5877.

PhotoWeights is not responsible for incorrect addresses entered at checkout.

New Orders & Artwork

I'm having trouble placing my order. Can you help?

We're sorry to hear you're having difficulty placing your order on our website.

We recommend refreshing your web browser and clearing your cache and cookies. This may solve certain issues involving checkout. If this doesn't work, trying using a different browser (Firefox, Chrome, Edge) or a different device.

Make sure your zip code on your credit card details matches the zip code in your billing address. For security reasons, these two zip codes will need to match for your bank to process the transaction and submit the order.

If you're unsure if your order was processed, we recommend checking your email for an order confirmation before placing a new order on our website.

For more assistance, feel free to email us at help@custompaperweights.com with the best way to reach you. We'll be in touch as soon as possible to help.

How do you use the design tools?

We've created a tutorial that covers the features of our paperweight design tools and how to use them. You can view the tutorial here.

What are your artwork requirements?

Uploaded images must meet the following requirements:

  • File Formats: JPG, PNG, PDF
  • Maximum File Size: 10 Mb
  • Minimum Resolution: 200 dpi

How are my image files used?

The image files you upload to our website remain your property and will only be used to produce pending and future orders exclusively for you.

We keep artwork on file by customer name and order number to make reordering easy.  These files are not accessed for any other purpose.

Do you offer volume discounts?

Yes! A volume discount is available on orders that include 10 or more paperweights. This discount will automatically apply to your cart during checkout:

  • 10-24.......... $29.95 ea.
  • 25-49.......... $25.50 ea.
  • 50+............. $22.95 ea.

I'm purchasing for resale. Is a wholesale discount available?

Yes! Wholesale pricing is available to customers placing an order for resale.  The minimum order requirement for wholesale is 12 paperweights of the same design.

Register for a wholesale account.

Existing Orders

How can I find out the status of my order?

Please email our customer care team at help@custompaperweights.com.

Can I cancel my order?

Once an order is placed, we're unable to cancel it.

How should I report a damaged or defective item received with my order?

Please report any damaged or defective items to us at help@custompaperweights.com within one week of delivery.

Can you help me with a lost package?

If tracking for your package says it was delivered but you haven't received it, we ask that you take the following steps:

  1. Tracking details often include information about where a package was left, such as at a side door, front porch, or with the front desk (if applicable). We recommend you check likely areas where the package could be, as well as with your neighbors.

  2. Reach out to the shipping carrier. You can visit your local Post Office or call the USPS at (800) 275-8777. UPS may be reached at 800-742-5877. Have your tracking number available when you call.

  3. Contact us at help@custompaperweights.com and include your order number. We'd be more than happy to assist you.

Please report your lost or stolen shipment within one week of the marked delivery date. If an order is lost after being shipped to a third party mail forwarding facility, we are unable to assume responsibility of the package once it is marked as delivered.

Please note, PhotoWeights is not responsible for refunding or reshipping lost orders due to an incorrect address provided at checkout.

Returns & Exchanges

What is your return policy?

Because the paperweights we produce are personalized and made to order, we do not accept returns or exchanges.  Of course, if we make a mistake on an item during production, we'll gladly replace it at no charge.

Please report any damaged or defective items to us at help@custompaperweights.com within one week of delivery.