Frequently Asked Questions (FAQs) for American Stationery

With the amount of information we take in each day, it can be easy to forget things. In one quick motion you’ve lost your keys, your cell phone, forgotten your birthday, and what day it is.

We realize how easy it can be to forget certain specifics as you order products through American Stationery, so we’ve been working to compile a list of frequently asked questions (FAQs) for your convenience. The top 11 questions are featured below, and we suggest you bookmark this post for future references! As always, you may contact our Customer Service team if you still have questions.

1. Where do I enter promotions? And how many discounts can I use on one order?

There are two places to enter your promotional code on our website! The first is in the shopping cart, which is below and to the left of the item detail listing. The second is in Step 5 of the checkout process, Payment Information. Don’t forget to click the “Apply Coupon” button so that the order total will update!

Unfortunately, we are unable to combine coupons, promotions, specials, or discounts with each other. We can only allow one promotion/discount code to be used per order. There is an offer in every catalog we send out, and we send a variety of email offers. You can find offers on our Facebook page, too! You can then decide which offer fits your current needs.

2. What is a DYO? Aren’t all of your items “design your own” since I choose my own options?

design-your-own-square-address-label-9330Our “Design Your Own” stationery allows you to add personality to your correspondence by adding an icon above, below, or beside your name, depending on the product. With more than 300 designs, there is something for everyone!

This is not to be confused with customizing or personalizing a product, which can change product/paper colors, ink colors, and font styles.

3. How long does it take for production?

Most of our items require 3-5 business days for personalization and production. Some of our specialty items take a bit longer. Each item shown on our website has the estimated production time listed underneath the item specifications.

4. How long does shipping take?

Shipping time is the estimated delivery period after the 3-5 days production time. Express Shipping is 1-2 business days in transit, after production is complete. Ground Shipping is 4-7 business days in transit. Lightweight items, such as labels, ship via USPS and can take up to 10 business days in transit. Business days are Monday through Friday, excluding holidays and other observances.

For example: If you order a product on a Monday that requires 3-5 business days for production and you order Express Shipping, your item will be completed any time from that Thursday to the following Monday. Then, from whichever day your item is completed, it will take 1-2 days to be shipped to you. So you could receive it that Friday after you order, or the following Wednesday.

Remember that because we offer so many ways to personalize and customize your items, we need the 3-5 business days to customize it for you and then we will make sure it is shipped how you have indicated.

5. Can I order sheets/cards/notes/envelopes separately?

Of course you can! However, color variances may occur. It is always best to order sheets, notes, cards, and envelopes as offered in a set to ensure your products match. If you need to order a minimum quantity (usually 25) separately, we offer a discount of 30 percent off the complete set price. This is considered a “special price” so other discounts and promotions cannot be applied to these items.

6. How can I add custom artwork or logos to an item?

Unfortunately, our website does not allow you to upload custom artwork and logos. However, we are delighted to add your custom artwork to almost all of our products. In order to add your custom work, you will need to email it to our proofing department at proofs@americanstationery.com. Depending on the printing process required, most items require a crisp, clear, black and white image. If you wish to have the image printed on our multi-color, digital press, please submit the artwork in full color. Our typesetter/proof team will advise regarding image clarity. The custom artwork/logo fee starts at $25.00. Feel free to email the proofs team with any questions!

7. How do I change the ink color or font on an item?

On the “customize you product” page, when you click on the preset personalization, the box will expand allowing you to change the text from a monogram to a name, choose a font, change the ink color, and type in your personal text. It is important to note that you should click the “update” tab to ensure your information is properly updated in the preview image. The preview image will then display what you have chosen. You can change colors, explore options, and update the image as many times as needed to find exactly what you like! The options we have set available for the product are the only ones that will be offered for that specific product. Once you have decided on your colors, fonts, and message, the next page will allow you to confirm and approve the image for production.

8. How do I change the email/password on my account?

Email: Click on the “My Account” link on the left. The second section is titled “Account Information.” Click the “Edit” link underneath “Contact Information” and update your email address as needed!

Password: Either click the little box next to “Change Password” on the edit page OR click the “Change Password” link underneath “Contact Information.” When finished, click “Save” and you’ll be set!

9. How do I re-order exactly what I previously ordered?

You can do this one of two ways! First, you can use the information given under “Items Ordered” to recreate the items as previously ordered. This new order will be produced based upon your approval of the image prior to adding each item to your cart. Second, you can mail a sample of the item to our customer service department requesting a re-order of the exact item. We will use the sample to produce the new order as closely matched as possible.

Please note: variances in paper lot and shades of ink color can vary order to order.

10. Do you ship overseas/internationally?

YES! We have partnered with MyUS.com to offer convenient, international shipping to our customers. They provide great shipping rates to more than 225 countries with quick delivery times. Customers can sign up with MyUS.com and receive their own private U.S. street address to receive merchandise. MyUS.com provides specialized international package and forwarding services from your new U.S. address to your international address.

Follow these two steps for international delivery:

  • Get your own MyUS address in the United States at www.myus.com.
  • Use your new MyUS address, provided by Access USA, when placing your order with us.

MyUS.com members receive deeply discounted shipping rates, exceptional customer service, the ability to consolidate packages, 24/7 online access to your account, and access to other services.

*No sale of matches or C.O.D. outside of the U.S. All charges are in U.S. dollars. The recipient of the package is responsible for credit card exchange rates, delivery fees, and custom charges.

*UPS cannot deliver to Post Office (P.O.) boxes. You must provide a physical street address for these carriers.

*For safety and security, it is advantageous to ship your order to a commercial address. Carriers sometimes leave packages unattended, or with a neighbor, if no one is home when delivery is attempted. These packages can be lost, forgotten or even stolen. We are not responsible for the loss of your order by failed delivery. We will assist you in filing a claim with the carrier, but in no case shall we issue a refund or free replacement for an order where the carrier can provide delivery confirmation. Nearly all our shipments can be tracked from our manufacturing facility to the delivery address. For your security, we suggest you specify a commercial address, if possible, for delivery during normal working hours.

11. What does paper weight mean in general?

All of our paper is manufactured from wood pulp. For any questions or concerns about paper weight or paper quality, please contact customer service (800.822.2577, option 2) to request a sample of any non-digital print item. This is the easiest way to have your questions answered. We apologize for any inconvenience, as our digital items are printed on demand. Unfortunately, stock samples are not available at this time.

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