FAQ

 

 

What is the turnaround time?

We will make every attempt to ship your order in a timely manner. Our turnaround time is approximately 3-5 business days from receipt of the order.

 

How can I guarantee delivery before Christmas?

Our turnaround time is approximately 3-5 business days from receipt of the order. Please allow us ample time to meet the USPS holiday cut-off dates: 

  • Mailing Within Hawaii: Dec. 19 (First-Class, Priority) or Dec. 21 (Priority Express)
  • From Hawaii to the U.S. Mainland: Dec. 15 (First-Class, Priority) or Dec. 21 (Priority Express)
  • From Hawaii to Guam or Saipan: Dec. 11 (First-Class, Priority) or Dec. 18 (Priority Express)
  • From Hawaii to American Samoa: Dec. 4 (First-Class, Priority) or Dec. 14 (Priority Express)
  • From Hawaii to Military APO/FPO Addresses: Dec. 4 (First-Class, Priority) or Dec. 14 (Priority Express)
  • From Hawaii to International Addresses: Dec. 4 (First-Class, Priority) or Dec. 14 (Priority Express)

 

How long does a shipment usually take?

We ship via UPS or USPS from our Honolulu, Hawaii warehouse.  Expect approximately 3 – 7 business days for domestic delivery (depending on the destination).  

USPS® Coronavirus Updates: Expected Delivery Changes

USPS products and packages may require more time to be delivered due to limited transportation availability as a result of the ongoing COVID-19 impacts.

How UPS is responding to the Coronavirus

The majority of UPS services continue with the same expected delivery timeframes our customers have come to expect.  While we have suspended our Service Guarantee in light of  overall Coronavirus uncertainties, we remain committed to providing timely and reliable service.

 

What is the exchange policy for wrong, damaged or defective products?

If there are any issues with a product due to mispacking, defects in materials, or craftsmanship please contact us immediately (within 10 days from the arrival date of your order) so that we may replace it for you. Supplemental proof such as a photograph of the mispacking, damage or defect may be required. 

 

What is the return policy?

Returns will not be accepted without prior authorization. To return your product for store credit, please contact us regarding your order number and the nature of your return. Returns will only be accepted for items purchased directly from the tropicalpapergarden.com website. 

The buyer is responsible for return shipping charges unless otherwise notified. All shipping and handling fees are non-refundable. Upon receipt and inspection of approved returned goods, Tropical Paper Garden will issue back store credit. 

Due to health and safety concerns of personal sanitary goods, return requests for masks will not be accepted. 

 

Do you ship internationally?

All international orders including Canada are subject to any applicable international shipping fees. We do not ship to international P.O. boxes; a physical street address must be provided.  You are solely responsible for any customs, duties, or taxes including any Value Added Tax (VAT) fees for all international orders.

 

Do you wholesale?

Tropical Paper Garden is a wholesaler by nature of business. Contact us directly at: (808) 842-1161 or email:  tropicalpapergarden@me.com to set up a wholesale account. 

 The minimum wholesale order quantity is 50 bags (FOB Honolulu) with a minimum of five bags per design/size.  

We offer free delivery to Oahu customers with a minimum of order of 100 bags.  

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Do you take custom orders?

Custom orders are our specialty and designed for your specific purpose. Add your name and/or logo to one of our thousands of design patterns, or elect to print one of your own. 1,500 piece minimum order. Contact us by phone: (808)842-1161 or email: tropicalpapergarden@me.com. For more information regarding custom pricing and the order process, please click the bottom below

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