Store FAQs

The item I want is out of stock. When will it become available again?

For limited-time-only products, they are generally not resupplied once inventory runs out. These will be marked as such in the product description.
For all other products, they will become available as soon as we receive them from our suppliers.
 
When will my order arrive?

We are unable to provide an estimated delivery time for your order. Delivery estimates, if available, can only be provided by the carrier via your tracking number once your order has shipped.

Why is FedEx billing me?

The majority of our international shipments are shipped via FedEx. By default, FedEx acts as your broker and pays all custom duties, taxes, and fees to get your package to you quickly. These fees must still be paid, however, and they will bill you for them at or after delivery and may include an added brokerage fee.

If you wish to self-clear your packages, you will need to research how to do this in your area and work with FedEx and your alternate broker directly. We are not responsible for extra fees and/or taxes that your package may incur due to your country's laws or carrier brokerages. We are able to provide a commercial invoice upon request.

If you have already received a bill from FedEx that you believe is in error, you may dispute it by emailing dutytaxdisputes@fedex.com with your invoice number (from the FedEx bill you received) and all relevant information.

Why is shipping so expensive?

Paper Phoenix, LLC is located within the US and shipping can be more costly the farther it has to travel. This is especially true for shipments that have to cross international borders.

While we continue to work with our carriers to negotiate lower costs, we do not set shipping costs and we have to pay what the carriers charge us to get your orders to you. We recognize the strain of shipping costs on our customers, and we continue to look into options to keep shipping costs as low as possible.
 
I never got my order. Where is it?

If you are unable to locate your shipment after you receive an email from us that your order was delivered, or your tracking shows that your package was delivered, we often find that one of three things has happened:
  1. The carrier of your package prematurely marked it as delivered. If this is the case, it will usually be delivered within a few days.
  2. Someone already brought in the package and it is sitting in the house somewhere out of the way.
  3. Your package was mistakenly delivered to a neighbor or wrong address, or it fell behind an obstruction like a bush, tree, or hardscaping.
Please check around for it. Also check with neighbors to see if your shipment was misdelivered and contact your local carrier to verify that the package was delivered. If a week has passed since the package was marked delivered and you still cannot locate the package, please contact us for further assistance.

 

Can I add to my previous order?

Once an order payment is complete, we are unable to add to the order. We do not save your billing information, and are unable process a charge for the new/additional item.

A new order will need to be made for any additional product(s) you wish to purchase.

 

For all other questions, feel free to contact us via contact form or email.

Contact Page: PaperPhoenixBooks.com/Pages/Contact or SJAlbrecht.com/Contact

Email Inquiries: store@paperphoenixbooks.com *May take up to 72 hours for a response*