POLICIES

Our goal at Trillium Paper is to anticipate and exceed all of our customers’ expectations. Our entire team is measured by the overall customer satisfaction they provide each and every day. One of the ways we can provide excellent customer service is to clearly share our policies and procedures with customers and prospective customers. We have learned that it is best to communicate what is included in our standard prices, and what we can offer over and above our regular quality services for a fee. Please feel free to contact us, either by email or phone, with any questions you may have. It truly is our pleasure to serve you!

We are proud of the fact that each stationery item is set up by hand by one of our designers. Every order is given the personal attention to detail that we ourselves would want to receive. We pride ourselves on our customer satisfaction, and enjoy many positive comments and repeat business from families we have served in the past. We look forward to serving you!

DESIGN FEES

Trillium Paper diligently strives to maximize the quality of our products while minimizing cost to our customers. While designer time is factored into the cost of each of our products, repeated design modifications can absorb more design time than allotted. While we want our customers to be thrilled with their products when they arrive, we will ask, when necessary, for customers to help share the cost of additional designer attention.

Photo Cards – As a feature of your photo card order, we will be happy to provide an emailed proof of your photo card at no additional cost to you. If small changes are requested after receiving the proof such as slight text revisions, cropping area modifications, or photo color changes (color to black and white, for instance), a second no-fee proof may be sent.

Each additional proof incorporating slight changes (croppings, capitalizations, line breaks, change in venue, date change, etc.) is $5.

More significant alterations may result in additional fees, on a case by case basis.

If you want us to recreate your announcement with a different photo, there will be an additional fee of $10 -$15 depending on the amount of work involved.

There are times when a customer decides to change to an entirely different card. We will be happy to make that substitution for you but, as above, a fee of $10 to $15 will apply.

Miscellaneous – if special alterations on your photo(s) are needed, just call for an estimate. An example of this type of situation would be if there was a desire to “merge” the head shots from one photo onto another. (Sometimes it’s impossible to get all family members looking in the same direction at one time!) We can take “heads” from one photo and place them in another. Other photo situation examples requiring expert design review might include those such as removing half of the couch between siblings, causing them to sit “next” to each other, changing Grandpa’s shirt from plaid to solid, etc. Pricing for these types of changes is billed at $60/hour of design time, and we can bill in increments of the hour, depending on what is needed – just ask!

Non-Photo Cards -On our interactive website, each customer has the opportunity to view a preview of approximately how their cards will look when printed. There may be some changes made by the designer when setting up the card in order to enhance the aesthetics of the announcement (spacing, line breaks, font size, etc.).

We recommend that customers consider selecting the proof option on the website. After the designer has completed the set up of the card, a jpeg proof of the stationery item will be emailed to the customer for final approval. There is a $5 fee for this proof option to cover designer time, but customers who have selected this option tell us they enjoy knowing exactly how their card will appear before it is printed.

Additional proof fees may apply as outlined above, under Photo Cards.

Letter Press Cards -As a feature of your Letter Press card order, we will be happy to provide an emailed proof of your stationery item at no additional cost to you. If small changes are requested after receiving the proof, a second no-fee proof may be sent.

Additional proof fees may apply as outlined above, under Photo Cards.

CANCELLATIONS

At Trillium Paper, we know that our customers are very eager to receive their products and begin sharing their news. In order to enable our customers to enjoy their cards as soon as possible, we have developed efficient production procedures that allow us to have express order turnaround times – some of the fastest in the industry! To accomplish this, we often start design set ups as soon as an order is received (this can include non-standard business hours, like evenings or weekends). If a situation arises that causes you to cancel or alter your order, please contact us immediately via phone (800-268-5197) and/or e-mail (customerservice@trilliumpaper.com) to alert us to your needs.

In the event that an order is cancelled after design has started, but before production begins, a $15 fee will be charged.

In the event that an order is cancelled after a customer has received a proof (or proofs) but before production begins, a cancellation fee of at least $15 will be charged. A higher fee may be necessary to reflect any additional proofs, design time, etc.

In the event that a proof is sent to a customer and a proof response is not received within 30 days, we will assume that your order has been cancelled. Your credit card will be refunded the amount of your order, less a minimum $15 cancellation fee (additional fees may be necessary to reflect any additional proofs, design time, etc.).

If you order non customized products (ie, blankets, books) from us and are unhappy with them, you can return them by shipping the product back to us. Once we receive the returned product in good condition, we will apply a credit back to your credit card equal to your original charge minus a 15% restocking fee and the actual shipping costs incurred. Products that are customized (any of our printed cards) are non-returnable. We strongly encourage you take advantage of our free sample program for our customized cards so you can see and feel the quality of our cards prior to purchasing them.

REPRINTS

Sometimes mistakes are only discovered after production has been approved. If a second run of the cards is required to correct an error on the part of the customer, we will re-run them at a discounted rate (usually between 25 and 50% off the original price). Please contact us for specifics.

If an error has been introduced by one of our employees during production, we will re-run your cards at no cost to you.

REORDERS

Many times a customer discovers that more cards are needed than have been ordered. If you request a reorder within 90 days, we will still have your card design on file, and can simply re-run the original card set up. If a reorder is requested beyond 90 days of an original order, a new order may be required.

Reorder Pricing and Minimum Quantities:

Photo Cards – For any of our photo cards there is a minimum reorder quantity of 25 cards. The customer gets to keep their original order quantity pricing. For example, if the original order was for 100 DSP006 cards at $1.49 each, a reorder of 25 would also be at $1.49 each, not at the $2.09 usual 25-piece price.

Non Photo Cards, such as DSAs, DSNs, VELs, etc. – There is a minimum reorder quantity of 25 cards, and again the customer gets to keep their original order quantity pricing.

Raised Print Cards – There is a minimum reorder quantity of 25 cards. Previous volume pricing is not applicable, although a $10 set up discount would apply.

Letter Press Cards – There is a minimum reorder quantity of 50 cards. Previous volume pricing is not applicable, although a $20 set up discount would apply.