A Note From Nichole:
Our company is small and is run by three women. Myself along with Julie & Jane. We currently have
been able to hire two additional part-time employees. Between only five of us, we manage to
complete the many tasks associated with running a small business.
We constantly try our best. Many times things may not be done as quickly as you expect, but I can
honestly say that it is not for a lack of trying on our part. Each one of us has committed to making this
company the best we can, and that is proven with the many hours dedicated to you, our customers.
Customer Service reply time is an area we are aware that needs improvement, and we are constantly
trying to find solutions to help us serve you better. In the meantime, please try to consider the
following points...
1. Julie handles the Customer Service herself. Most responses require information regarding
ordering status that no one else has access to but her. Because she works a full-time job in addition
to her work at Papertrey, in most cases, she can only respond to these emails in the evenings or
weekends. Because of the limited time she is able to commit to this important task paired with the
volume of mail we receive, we have made the policy of trying our best to reply to messages within 72
hours.
2. Not only does Julie take on the responsibility of responding to our Customer Service emails, she
also performs most of our shipping tasks as well. In most cases, she strives to be sure that all
packages are shipped within 48 hours of ordering, if not sooner.
3. A large volume of the emails received through customer service can actually be asked in our forum
here, therefore alleviating some of the volume so more urgent issues can be attended to quickly. Any
questions regarding inventory status or product use would be better directed there, so I can answer
them for you directly. If Customer Service is reserved for shipping issues, missing items and things
of that nature, it would be much easier for Julie to provide prompt responses to those that need it
most.
4. Because of the speed at which we ship things out (often the same day the order is received) we
cannot accept any order changes before your package leaves our facility. Many times, once we have
received your email, your package is already well on its way. If you realize you have made an error
when ordering, we encourage you to send the order right back to us. Once you receive your package,
you can take the responsibility of the shipping charges to send back the incorrect item and we will be
more than happy to issue you a refund. This policy may seem frustrating to some, but in the end it
helps us to keep shipping at the speed we have become known for.
5. Each and every customer is VERY important to us. We want you to have the best shopping
experience possible. We are trying to prepare for the future by interviewing additional employees, and
at the same time want to hire people who agree with our vision and want to aid us in providing
excellent service. In all honesty, it is challenging to find people that hold the same beliefs and work
ethic, so we continue our search, knowing that the right people will come at the right time.
All in all, the three of us just wanted to convey our dedication. And wanted to offer a blanket apology for
those of you that feel you may have ever been slighted in any way by our company in regards to the
above areas. We hope that we can continue to improve our business and therefore serve you better.
Thank-you so much to all of you for your support.
Sincerely,
Nichole & The Papertrey Gang
Our company is small and is run by three women. Myself along with Julie & Jane. We currently have
been able to hire two additional part-time employees. Between only five of us, we manage to
complete the many tasks associated with running a small business.
We constantly try our best. Many times things may not be done as quickly as you expect, but I can
honestly say that it is not for a lack of trying on our part. Each one of us has committed to making this
company the best we can, and that is proven with the many hours dedicated to you, our customers.
Customer Service reply time is an area we are aware that needs improvement, and we are constantly
trying to find solutions to help us serve you better. In the meantime, please try to consider the
following points...
1. Julie handles the Customer Service herself. Most responses require information regarding
ordering status that no one else has access to but her. Because she works a full-time job in addition
to her work at Papertrey, in most cases, she can only respond to these emails in the evenings or
weekends. Because of the limited time she is able to commit to this important task paired with the
volume of mail we receive, we have made the policy of trying our best to reply to messages within 72
hours.
2. Not only does Julie take on the responsibility of responding to our Customer Service emails, she
also performs most of our shipping tasks as well. In most cases, she strives to be sure that all
packages are shipped within 48 hours of ordering, if not sooner.
3. A large volume of the emails received through customer service can actually be asked in our forum
here, therefore alleviating some of the volume so more urgent issues can be attended to quickly. Any
questions regarding inventory status or product use would be better directed there, so I can answer
them for you directly. If Customer Service is reserved for shipping issues, missing items and things
of that nature, it would be much easier for Julie to provide prompt responses to those that need it
most.
4. Because of the speed at which we ship things out (often the same day the order is received) we
cannot accept any order changes before your package leaves our facility. Many times, once we have
received your email, your package is already well on its way. If you realize you have made an error
when ordering, we encourage you to send the order right back to us. Once you receive your package,
you can take the responsibility of the shipping charges to send back the incorrect item and we will be
more than happy to issue you a refund. This policy may seem frustrating to some, but in the end it
helps us to keep shipping at the speed we have become known for.
5. Each and every customer is VERY important to us. We want you to have the best shopping
experience possible. We are trying to prepare for the future by interviewing additional employees, and
at the same time want to hire people who agree with our vision and want to aid us in providing
excellent service. In all honesty, it is challenging to find people that hold the same beliefs and work
ethic, so we continue our search, knowing that the right people will come at the right time.
All in all, the three of us just wanted to convey our dedication. And wanted to offer a blanket apology for
those of you that feel you may have ever been slighted in any way by our company in regards to the
above areas. We hope that we can continue to improve our business and therefore serve you better.
Thank-you so much to all of you for your support.
Sincerely,
Nichole & The Papertrey Gang
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