Customer Service Center

USPS First-Class Mail: Flat Rate of $4.95. Available for very lightweight packages (several ounces) and may not be available if your total order weight exceeds 1 lb.

USPS Priority Mail: A FLAT rate of $8.95. You can also add signature confirmation for an additional fee.

You'll receive an email from us when your order has shipped, which will include tracking information. You can also visit our Track My Order page.

If you can't locate your "Order Shipped" email, please email us at support@hwestationery.com, and we'll be happy to help!

Customers are responsible for paying for shipping costs for a returned item. In order for HWE Stationery to keep shipping prices low for our customers, shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

One exception to this policy is: In the event a product is defective upon receipt, it may be returned to be exchanged for another of the same make and model. In this case, HWE will cover the shipping costs related to the product exchange.

HWE Stationery is NOT responsible for verifying addresses provided by the customer. It is the responsibility of the customer to ensure the proper address is entered prior to submitting their order. Please note that most days, there is a very short window between the order being submitted, and being shipped (some shipping out the same day). We advise customers to double check shipping addresses prior to submission.

Please email us at support@hwestationery.com immediately if you realize that you provided the wrong shipping address. If your order has not yet been shipped, we should be able to correct it before it's picked up by the carrier.

If your order ships and ends up being returned to us, then you are responsible for paying the cost of shipping again to resend it to you. If you decide to cancel your order instead, we'll refund you for the products less the original shipping charges. We'll reach out to you to coordinate your options before re-shipping.

If your order ships to an incorrect address and is not retrievable, unfortunately we are not responsible and cannot offer reimbursement.

Orders typically ship out by the following business day. This all depends on order volume, and the time of day the order was placed.

Yes! We offer upgrades to USPS Priority Express, DHL Express or UPS Premium Services.

Yes! We ship to most countries worldwide. Unfortunately, we do NOT offer shipping to the following countries at this time:

Afghanistan, Belarus, Brazil, Cote d'Ivoire, Iran, North Korea, Liberia, Myanmar, Nigeria, Russia, Sudan, Syria, Ukraine, & Zimbabwe.

Countries may be added, or removed from this list based on changes to carrier availability and financial regulations.

You are able to make changes to your order up until it has been packaged and labeled for shipment (once you've received your "Order Shipped" email). Changes can be made by signing into your HWE Stationery account, and selecting your order.

Once you have selected your order, you will see 3 options: Cancel Order, Reorder, and Edit Order.

Please note that editing an order after it is submitted will cancel the initial order, and return items to your shopping cart. Any charges to your credit card will be refunded automatically. It may take 2-3 business days for refunds to be reflected on your bank statement.

Yes! We offer multiple gift wrapping options. You can find and select gift wrap options on product pages prior to adding the item to your shopping cart.

While it's true, we do offer a very basic wrapping of items for every order. Our gift wrapping service will be done on selected items, and carried out with extra care. Gift wrapped items are finished with ribbons, gift tags etc for special presentation.

There are several options for contacting us. During normal business hours, we recommend using the Live Chat which is located at the bottom right of our web page. 

Other ways to contact us include:

email: support@hwestationery.com

Phone: (800) 592-5516

Mail: 

HWE Stationery Ltd. 
20 Pinegrove Ave.
Fitchburg, MA 01420

The software we currently use discounts sale items at checkout. When you click on an item that is on sale, you will be taken to the product page. Once on the product page, a drop down message will appear at the top of your screen containing details of the sale. At the end of the message, it should read "DISCOUNTS WILL BE APPLIED WHEN YOU REACH CHECKOUT". 

Returns

If you returned an item from your order, HWE will issue a refund when your return has been processed. Upon processing your return, HWE will issue your refund immediately, minus the cost of return shipping if applicable. The amount of time it takes for your refund to be visible in your bank account can vary depending on your method of payment. Most refunds will be visible in your bank account in 2-5 business days. 

Please note that Paypal can take a bit longer. Paypals systems normally take a bit longer than other payment methods. Paypal echeck payment method can take 5+ business days to process. If you have any questions regarding your Paypal refund, please contact Paypal directly, as we do not have any insight into their processing times.

Cancelled Orders

Please note that your card is not charged until we are ready to process (pull and package) your order. If you cancel your order after your card has been charged, a refund will be issued immediately. (Orders can only be cancelled prior to shipment. For a refund, you will have to initiate a product return via ourreturn portal) Please note that as stated above, it can take a few business days before it posts to your bank account. Also as stated above, Paypal takes longer to post compared to other payment methods. 

Yes we do! Click the following link to take advantage of our military discount today. HWE Stationery Military Discount

There are a few reasons this may happen. The most common reason for a coupon error being that the code itself was copied incorrectly. There are a few additional potential causes which are listed below:

• A different coupon has already been entered. We only accept one coupon per transaction. e.g. If you applied the coupon code for signing up for the HWE Stationery mailing list, you will be unable to enter an additional code. 
• The coupon code expired. If you received the coupon code in your email, please check the expiry date. We normally apply a 30 day expiry for the majority of coupons. (Exceptions to this are: codes associated with our Loyalty Program, codes used for individual customer satisfaction cases, the newsletter signup code, as well as some others)
• You have already used this coupon code. In most cases, coupon codes are issued at one use per customer.

To create a new account, first navigate to the account login page. Next click on the "Register" button under New Customer? Enter your information, and save! We only require minimal information to initiate an account on our website. Your privacy is important to us, your information will never be sold or given to any other party. Your account information will be used to fulfill your orders, as well as emails detailing HWE Stationery news (should you wish to sign up for our newsletter). 

On the account login page, enter your login information and click the "Forgot your password?" link next to the login button. Follow the instructions.

Cancel your subscription before 11:59pm EST on the 10th day of the month by visiting our Manage Subscription Page.

You can skip a month before 11:59pm EST on the 10th day of the month by visiting our Manage Subscription Page. Once past the 10th cutoff date, your account will be billed and order processed.

We are a small business based in Fitchburg, MA. Your order is processed, packaged and shipped with love directly from our home.