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Browse Help Topics

Frequently Asked Questions

Browse help topics

Paper

From what materials are your papers made?
Crane’s Papers are made from 100% recovered cotton fibers left after ginning cotton seed. The simple elegance and exquisite execution potential of cotton papers has long made them the paper of choice for those seeking the highest quality.

William Arthur’s papers are manufactured according to exacting standards using only the finest hard and soft wood fibers.

Read more about our papers here
Are your papers made in USA?
All of our stationery papers and envelopes are proudly made in the USA.
Are your papers acid free?
Crane’s Papers are acid free. They are made from 100% recovered cotton fibers, which require fewer chemicals. This gives them an archival quality which means your invitations and correspondence printed on Crane paper will look as beautiful in fifty years as they do today.
Are your papers eco-friendly?
Crane’s Papers are made from 100% recovered cotton fibers. These fibers are almost pure cellulose, whereas tree fibers are less than half. This means that cotton fibers require fewer chemicals and produce far less waste than papers made from trees. In addition to being better for the environment, cotton fibers make the finest paper in the world.
What paper colors do you offer?
Our stationery and invitations are available in a wide spectrum of beautiful colors.

Proofs

How does the proof process work?
You can preview your order prior to submitting it when you personalize the item on the website. If you would like to request a higher resolution PDF proof, please ask for this in the special instructions. A $22.00 fee will be added to your order for the first proof; subsequent proofs will be $16.00 each.
Can I see a proof before I place my order?
Your order must be submitted before a proof can be created.
How long will it take to receive my proof?
Proofs can take 1-3 business days to be created; our Customer Service team will email you the proof file once it is ready.

Orders

Can I add items to my order once I submitted it?
Please contact Customer Service at 1-800-268-2281 to see if this will be possible. It will depend on what you are ordering and how far the order has progressed. Additional charges may apply to make changes to an order.
How can I change my order once it’s been processed?
Please contact Customer Service at 1-800-268-2281 to determine if a change can be made. Additional charges may apply to make changes to an order.
How long does it take to process an order?
Processing times vary by the type of order.
Boxed stationery orders process in 1-3 business days.
Personalized orders (including stationery and invitations) generally process in 3-8 business days with a few exceptions:
Personalized stationery orders with a hand border require 6-11 business days
Personalized stationery orders with a painted edge require 14 business days
Personalized stationery orders with gilt edges require 17-22 business days
Can I order by telephone?
Yes, we can take all orders by phone. Please call Customer Service at 1-800-268-2281 and one of our helpful experts will guide you through the process. Please note that a credit card and an email address will be required to send you a receipt and tracking number. Your email address will never be used for soliciting or sold.
How do I purchase a saved order?
You must have an account set up to save and return to orders. Once logged in, click on “Hi, [Your Name]” in the upper right corner of the screen to access your Account Dashboard. Select “Saved for Later”. Then select “Update Saved for Later” and continue the checkout process.
How can I re-order my personalized stationery?
You must have an account set up to re-order. Once logged in, click on “Hi, [Your Name]” in the upper right corner of the screen to access your Account Dashboard. Select “My Orders”. Click “Reorder” beside the item you wish to purchase again. It will be added to the shopping bag exactly as it was ordered previously. Please note that any comments that you included on the original order will not be carried over to the new order – you will need to click “Edit Personalization” from the shopping bag to include any special instructions with your re-order. If you don’t remember what your previous instructions were, contact Customer Service and we will be happy to research those details for you.
Can you print guest addresses on my invitations?
In most cases, yes we can print guest addesses. Please indicate this request in the special instructions. Once we receive your order, we will email you a price quote for this service and provide you with an Excel spreadsheet to fill out.
How much postage will I need for my cards?
We recommend that you bring your finished ensemble to the Post Office to be weighed and measured for the appropriate postage. Additional postage may be required for larger items, including embassy, royalty, duchess or marquis items, large square, small square, size 7 and size 9 sizes.
I bought my cards at a store and I have a problem with them, how do I handle this?
The store will be happy to work with you to find a solution. We recommend that you first discuss any issues with your order at the location you placed your order.

Custom Orders

How do I re-order stationery using an engraving die I already have?
We would be glad to take your order. Please send your samples and engraving dies to the following address:
Crane Stationery, LLC.
Attn: Crane.com Customer Service
1466 Curran Highway
North Adams, MA 01247

Please mail these in a padded envelope as the sharp corners can tear a standard envelope and potentially your die could be lost. We recommend that you use a shipping method that is trackable, such as USPS Priority Mail, UPS or FedEx. If you are insuring your package, the value of most engraving dies is $48.00 each.
Please also enclose a letter with the following information:
• Your name
• Email address
• Shipping address (no PO Boxes)
• Phone number
• Quantities (must be in increments of 25 pieces; for the best price per piece, we recommend ordering in increments of 100 pieces)
• Please specify any changes that are required (please do not cross off or write over any text on your sample as it is difficult to match when crossed out)

Please allow approximately 2-5 business days to receive your price quote. Additional time may be required depending on the complexity of the order.
My text doesn’t fit into the template on your website – how can I order what I want?
Please type as much of the text as will fit; in the special instructions, you will be able to provide the full text and request a proof if wanted (additional charges may apply)
Can I get a price quote for something custom or not shown on your website?
We would be happy to work with you to create a custom order. To receive a price quote, please email customerservice@crane.com with the following information:

• Your name
• Email address
• Shipping address (no PO Boxes)
• Phone number
• SKU number or a description of what you would like to order
• Quantities (must be in increments of 25 pieces; for the best price per piece, we recommend ordering in increments of 100)
• Printing method
• Ink color
• Envelope liner (if wanted)
• Text to be printed on each item
• Will you be providing artwork? If so, please provide the high-resolution file so that we can have it evaluated for suitability for printing.


The following information is helpful so that we can offer suggestions if the quote is out of your price range or if the lead time is too long:

• What is your budget for this project?
• What is your timeframe to receive the order?
• What is your event date (if applicable)?

Please allow approximately 2-5 business days to receive your price quote. Additional time may be required depending on the complexity of the order.

If you have questions, please feel free to contact our Customer Service team. Contact customerservice@crane.com or 1-800-268-2281.
The stationery I used to order is discontinued. Can I place a custom order for it?
In some cases, this is possible. Please contact Customer Service to determine if your stationery can be recreated. Contact customerservice@crane.com or 1-800-268-2281.
I want to use my company logo, how can I add supplied art to my order?
Please see the custom ordering information above. Should you still have questions, Customer Service would be happy to assist you. Contact customerservice@crane.com or 1-800-268-2281.
Is there a full list of your fonts/motifs/papers?
Customer Service would be happy to discuss additional design elements. Contact customerservice@crane.com or 1-800-268-2281.

Samples

Can I get paper samples?
Yes – our Customer Service team will be happy to place a sample order for you. Please have the SKU numbers ready when you call; you can request up to 3. There is a $5.00 shipping charge for sample orders that are shipped via UPS Ground within the USA; if you need UPS Next Day Air, there is a $20.00 shipping charge. If your samples are shipping outside the USA, please request a price quote from our Customer Service team for the shipping charge.
Can I get wedding invitation samples?
Yes – our Customer Service team will be happy to place a sample order for you. Please have the SKU numbers ready when you call; you can request up to 3. There is a $5.00 shipping charge for sample orders that are shipped via UPS Ground within the USA; if you need UPS Next Day Air, there is a $20.00 shipping charge. If your samples are shipping outside the USA, please request a price quote from our Customer Service team for the shipping charge.

Payment Information

How does sales tax work?
We charge sales tax on orders that are shipped within Massachusetts; the current tax rate is 6.25%.
How do I pay for an order if I live outside the USA or Canada?
If you live outside of the US or Canada, payment is made by credit card over the phone after you have received a price quote by email from Customer Service.
Do I have to pay duties on my international order?
Please contact your local customs office to determine if duties or taxes are required for your order.
What payment methods do you accept?
We gladly accept Visa, MasterCard, Discover and American Express. You can also use PayPal on our website.

Shipping Information

What shipping method do you use?
We use UPS except in the case of APO/FPO shipments, which are sent via USPS.
What countries do you ship to?
We ship to all countries that are not embargoed by the US Government.
How is my order packaged?
Your order will arrive beautifully presented in a Crane & Co, William Arthur, or Vera Wang Papers box, which is packed for shipping with air pillow packs for protection.