At Cardinal and Straw we strive to make every order perfect and will work our hardest to achieve this. If there is a mistake on our end we will fix it - as soon as possible. We know that your invitation suite is time sensitive and we will make sure you can get a reprint out as quickly as possible. If you are unhappy with an order we will work with you to find a solution. We do have some specific cancellation and return policies however that cover standard situations. Please review the information on this page regarding cancellations, returns and refunds. Additionally, please review the How We Work page for additional information on placing your order, our proofing process and our production timelines.
Errors Discovered After Proof Approval
We do not accept returns or provide refunds due to errors on approved proofs (for example typos, incorrect dates, etc...) This is the case regardless of whether the error was ours or the customers. We engage in an extensive proofing process and while we try and catch all errors we make as well as identify customer errors, ultimately it is up to the customer to review and approve the proof. Once approved the items will be printed exactly as shown in the final pdf proofs. If an error is discovered after proof approval is given please contact us immediately. If it is discovered prior to printing we will make any needed changes and send revised proofs. If it is discovered after printing or once you have received the printed pieces again please contact us ASAP. We will reprint any customer approved errors at 50% of the original order price and will reprint as quickly as possible.
Cancellations During the Proofing Process
For orders requiring proofs we require an initial deposit prior to beginning design work. The deposit amount varies depending upon the item (invitations are typically $100, programs are typically $50, etc...). If you cancel your order prior to us emailing your first set of proofs your deposit amount will be refunded. If you cancel after we have sent your initial proofs this deposit is non refundable. This covers the time spent working on your design. If you are unhappy with the proof please let us know - our designers will work with you to get your order just right. Every custom order received 3 rounds of proofs at no additional charge.
Cancellations after Approval to Print
If you decide, for any reason, to cancel your order after approval to print is given you must contact us immediately. If your item has already gone into production we may be able to stop the order and recover part of the cost of your order. If the order has been printed we will not be able to accept a cancellation, refund or return of the order.
Returns of Custom Printed Items
Custom printed items, such as invitations, programs, menu cards, seating charts, thank you cards are not eligible for returns. These items are created on a per order basis and can not be resold. As stated previously - if there is an error on our part we will reprint ASAP at no additional cost to you. If there was a customer approved error we will work with you to reprint as quickly as possible and at a discounted price. Sample orders are also not eligible for returns. Samples are a way for you to view the quality of our work, the colors of our inks and paper, and the different styles of printing. If you do not like our work or decide to use another vendor this is not an acceptable reason for a return. If your sample is damaged please contact us and we will immediately send a replacement.
We do not accept returns because your printed stationery does not match the colors you see on your screen. All monitors (phone, tablet, computer) display color differently and do not accurately represent how your order will print. We highly recommend ordering sample sets to get an accurate idea of how your printed piece will look. If for some reason you do not like the colors you chose, please contact us. We’ll be happy to work with you on a discounted reprint.