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Customer Service

Answers to FAQs, Policies and Contact Information

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Shopping LCI Paper

Placing An Order

You can place an order through our website, telephone or fax.

Website Orders

You can order through our website 24 hours a day 365 days a year. LCI Paper Co., Inc. operates a secure ecommerce website. We use a technology called Secure Sockets Layer (SSL), which encrypts (or encodes) sensitive information before it is sent over the Internet. For more information on security please see our Commitment to Security.

Telephone Orders

If you prefer to speak with one of our representatives to place your order you can reach us by telephone during normal business hours, Monday through Friday 8:00am to 5:00pm Eastern Standard Time. Call us at 888-488-0120, or if you are calling from outside the USA, you can reach us at 508-281-5088.

Order Samples

We invite you to order samples of any of our products. Ordering a sample first will help you appreciate the quality of our papers, invitations and accessories, and ensure that the items you order coordinate with the other details of your wedding or special event. Many of our papers and invitations possess beautiful subtleties of texture, light-reflective qualities, and line work that can be fully appreciated when viewing the actual piece.

Price Of Samples

Most samples are $1.00. Exceptions include our invitation kit samples ($3.00 - $5.00), our Japanese Chiyogami Sampler ($3.00), and our Japanese Tissue Sampler ($2.00).

The Cost Of Shipping Samples

1-3 Samples: The least expensive choice is U.S.P.S. First Class Mail. Cost is approximately $.70 - $1.50
3-9 Samples: The least expensive choice will be U.S.P.S. Priority Mail*
Over 9 Samples: The least expensive choice will be UPS Ground. Cost is calculated by weight & distance.

*In many instances we will upgrade U.S.P.S. Priority Mail to UPS Ground. This will be done at our expense. We do this to track your shipments, while extending a cost savings to our customers.

When can I expect to receive my samples?

All of our samples are in stock and ready to be mailed the same business day when placed before 3:00pm eastern standard time; otherwise samples will ship the next business day. You can expect to receive your samples in 3-5 business days after dispatch depending on your location. If you have selected a US Postal Service method, we will not be able to track your shipment.

All UPS shipments can be tracked using your order number by clicking on the "track orders" link at the top of the page. Please allow up to 1 business day for this information to populate the UPS database. UPS delivers on business days only, and does not deliver on Saturdays or holidays.

How Do I Order Samples?

Samples can be ordered from our Order Samples page. You may also order samples on the order page for a specific product by clicking on the Order Samples tab underneath the product photo.

Payment & Sales Tax

At LCI Paper Co., Inc. you can shop with your credit card with complete confidence. We accept American Express, Visa, MasterCard and Discover. Please see each card's No Risk guarantee.

Sales Tax of 5% will be charged to all orders shipped into the state of Massachusetts . Orders shipped outside Massachusetts will not be charged Sales Tax.

Security

Your security is very important to us, and we make every effort for you to shop with confidence. We use a technology called Secure Sockets Layer (SSL), which encrypts (or encodes) sensitive information before it is sent over the Internet.

Security ID

Once you have clicked the checkout button your browser will look to verify that you are actually communicating with LCI Paper Co., Inc. Before continuing the checkout process a positive ID must be made and the digital certificate must be verified.

The Transaction Process

The Secure Transaction process begins at checkout. A warning message may appear at this time in your browser. You will also notice that your browser URL will change from HTTP to HTTPS. The S indicating that your information is now secure. You will also notice a key or closed lock in the lower left of your screen to indicate this change. You will remain in a secure browser until your checkout is complete.

Credit Cards

At LCI Paper Co., Inc. you can shop with your credit card with complete confidence. We accept American Express, Visa, MasterCard and Discover. Please see each card's No Risk guarantees:

Passwords

We urge you to keep your password in a safe place and not to divulge to anyone. At the end of your session you should sign out and close your browser. This will prevent others from accessing your account on a shared computer.

Security Policy Changes

From time to time it may become necessary to amend our security policies. When doing so we will post them here on our website. We encourage you to visit our security page from time to time.

Privacy

Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.

The Information We Collect

This notice applies to all information collected or submitted on the LCI Paper Co. website. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are:

  • Name
  • Address
  • Email address
  • Phone number
  • Password and login identification
  • IP address
  • Credit/Debit Card Information

The Way We Use Information

LCI Paper Co., Inc. collects data given by users on a voluntary basis. We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order.

We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

We use non-identifying and aggregate information to better design our website and to share with advertisers. For example, we may tell an advertiser that X number of individuals visited a certain area on our website, or that Y number of men and Z number of women filled out our registration form, but we would not disclose anything that could be used to identify those individuals.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.

Registering On Our Website

You can register with our website if you would like to receive our email promotions as well as exclusive coupon offers and updates about new products. Subscription requires users to give us their email address only. Users may unsubscribe to any of our electronic newsletters at any time by following the instructions contained in the newsletter. Information you submit on our website will not be used for this purpose unless you fill out the registration form.

Our Commitment to Data Security

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

When placing an order, LCI Paper Co., Inc. uses a secure server with Secure Socket Layers (SSL) Software. SSL technology encrypts information transmitted between your computer and the server before it is sent to us. For more details see our Commitment to Security.

Our Commitment to Children's Privacy

Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our website from those we actually know are under 13, and no part of our website is structured to attract anyone under 13.

How You Can Access Or Correct Your Information

You can access all your personally identifiable information that we collect online and maintain by contacting us at security@lcipaper.com We use this procedure to better safeguard your information.

You can correct factual errors in your personally identifiable information by sending us a request that credibly shows error.

To protect your privacy and security, we will also take reasonable steps to verify your identity before granting access or making corrections.

Links to Other Sites

LCI Paper Co., Inc. does provide links to other web sites. Each of these sites maintains their own privacy policies and we encourage you to review those policies when visiting their sites.

Cookies

LCI Paper Co., Inc. does use cookies. A cookie is a data file that websites write to a user's hard drive when they visit the site. A cookie file can contain information such as a user ID that the site uses to track the pages you visited. The only personal information a cookie contains is the information you supply yourself. A cookie can not read data off your hard drive or read cookie files created by another website. LCI Paper Co., Inc. uses cookies to enhance your shopping experience and to help us better tailor our website to our customers.

Some reasons we use cookies:

  • Remember What Items Are In Your Shopping Bag
  • Recognize Return Visitors
  • Enable You to Access Your Wish List
  • Enable And Auto Fill Check Out Forms

Privacy Policy Changes

From time to time it may become necessary to amend our privacy policies. When doing so we will post them here on our website. We encourage you to visit our policy page from time to time.

LCI Paper Shipping Policies

When Will My Order Ship?

For security reasons, all orders are subject to verification before shipping.

We normally ship your order the same day when received before 3:00pm Monday through Friday eastern standard time; otherwise product will ship the next business day. We will promptly notify you of any delays.

Local Time is 2:27 PM, your stock order ships today 9/2/2010

Products from our Party Favor categories, ordered personalized or blank will ship in 3-4 days after receipt. Some items will ship separately from a different location and may require additional lead time for delivery. If under a tight time schedule please contact us for details before ordering.

Orders for personalized products placed in conjunction with our blank invitations, wedding envelopes or specialty paper will ship separately. You will not incur additional shipping charges for this.

Shipping to US Destinations

For US destinations we ship our products by UPS. During the checkout process you can decide the UPS shipping method you prefer. UPS will not pick up or deliver on US Federal Holidays, Saturday or Sunday; this includes Next Day Air shipments. For instance, Next Day Air shipments dispatched on Friday will arrive on Monday. Exception to this rule is UPS Next Day Air Saturday Delivery. Currently, this is not an option on our website. If you require a Saturday delivery you must contact our office for confirmation. Surcharges will apply.

Shipping to International Destinations

For international destinations we ship our products by UPS (Orders for Samples and low value items may ship by USPS). During the checkout process you can choose shipping method you prefer. We are able to track and monitor your UPS shipments; however tracking is not available when choosing USPS.

Please note packages sent out of this country are subject to the terms and conditions of the destination country. Your shipment is subject to duties and taxes levied by your country. USPS & UPS may also charge a brokerage fee. LCI Paper Co., Inc. is not responsible for additional fees levied by the shipping company or country of destination.

Packages delivered by UPS will require a signature for delivery.

Due to the complexity of international shipments, all sales are final. Please do not refuse packages on your end as they cannot be returned to us and no credits will be issued.

Transit Times

Shipments are dispatched from our Marlboro, MA distribution center.

Transit Schedule - UPS Ground

Transit Schedule UPS Ground

Incorrect Shipment Of Items

As our goal is your complete satisfaction, we work very hard to make certain your order is processed and shipped correctly. We take all precautions to prevent errors during order processing, however, errors may still occur. We apologize for any inconvenience this may cause and we will do our best to swiftly rectify the problem. If you feel that an error has been made, please contact our offices within 48 hours of your package receipt. If we need to resend the product(s), we will do so at the same shipping service level as the original order. Upgrades to shipping are the responsibility of the customer.

LCI Paper Co, Inc. will not be liable for damages or losses sustained in any way for the products, processing and delivery of your orders.

Shipping Charges

LCI Paper Co., Inc integrates real time shipping rates for UPS and USPS into our website. Shipping charges are calculated based upon weight, location and delivery service.

During the shopping process you can calculate real time shipping rates based on the items in your cart. From most areas on our website a cart content box will be available. Enter your zip code to calculate the rates.

Refused or Undeliverable Packages

Customers will be automatically charged a service fee and freight for:

  • Any refused package
  • Undeliverable packages due to incomplete address information, no signature on file, or no recipient at the shipping location provided
  • Re-shipment of packages returned to us

Shipping of High Value Orders

A signature is required for high value UPS deliveries.

Returns & Exchanges

Our Guarantee

100% Satisfaction GuaranteeYour satisfaction is guaranteed! LCI Paper Co, Inc. takes pride in our products and our service and we want to make certain you are satisfied as well. If for any reason you are not satisfied with your purchase or the service you receive, please contact us so we can make it right. Please see our Returns & Exchanges Policy and Print Disclaimer.

Since 1995 LCI Paper Co has provided outstanding products and service to customers around the globe. If you should have any questions or comments, you can contact us. We look forward to hearing from you.

Returning Unopened Product

Within 30 days of receipt, products unopened and in its original packaged condition may be returned to us for a full refund or exchange. Freight charges will not be credited for the original shipment or return shipment. To facilitate the return please contact our customer service department at 888-488-0120 Monday through Friday 8:00am-5:00pm EST for a Return Authorization Number (RMA) and return instructions. Returns without authorization from LCI will not be accepted. We suggest insuring the product for its value, as damaged returns will not be accepted. See Packaging of Returns and Insurance.

Returning Opened Product

Within 10 days of receipt, products opened but unused and in resalable condition may be returned for a refund or exchange. Freight charges will not be credited for the original shipment or return shipment. Product that has been printed on, cut or used will not be accepted for a refund. Upon receipt, LCI Paper Company will determine if the product is in resalable condition.

Returns that have opened packages will be charged a restock fee. Returns valued at $99.99 or less will be charged $5.00; Returns valued at $100 or greater will be charged $10.00. To facilitate the return please contact our customer service department at 888-488-0120 Monday through Friday 8:00am-5:00pm EST for a Return Authorization Number (RMA) and return instructions. Returns without authorization from LCI will not be accepted. We suggest insuring the product for its value, as damaged returns will not be accepted. See Packaging of Returns and Insurance.

Returning Personalized Product

Personalized products are not returnable. However, if you receive personalized products that were incorrectly printed, we will redo the products at our expense. If you have made the error, we will reprint the products at a discount. To make a claim please contact our customer service department at 888-488-0120 Monday through Friday 8:00am-5:00pm EST.

Returning Software

Software is not returnable or refundable. However, if you receive faulty or damaged software please contact our customer service department at 888-488-0120 Monday through Friday 8:00am-5:00pm EST for replacement instructions.

Returning Clearance Items

Orders for clearance items are final and nonreturnable. Once the order has been processed, no changes or exchanges can be made.

Returning Discounted Orders

If you received free shipping or other promotional discounts and your return brings your original order below the promotional or coupon threshold, the original promotional amounts will be deducted from your return credit.

Return Authorization Numbers

All returns must be accompanied by a return authorization (RMA). Please contact our customer service department at 888-488-0120 Monday through Friday 8:00am-5:00pm EST for a Return Authorization Number (RMA) and return instructions. Returns without authorization from LCI will not be accepted.

All RMA numbers & receipts will be emailed. Please print the RMA receipt and include in the package.

Damage In Transit

If there is noticeable damage to the outer carton upon receipt please sign for the product as damaged. If the contents inside are damaged and you need to make a claim please contact our customer service department at 888-488-0120 Monday through Friday 8:00am-5:00pm EST. Please do not discard the outer carton or contents as they will needed for examination. While your claim may take several days, we will promptly replace the contents.

Cancellation Of Orders

We do our best to ship all orders either the same day or next day. If you need to cancel an order that is in process please contact our customer service department at 888-488-0120 Monday through Friday 8:00am-5:00pm EST. We will be able to confirm your request at that time.

Packaging of Returns and Insurance

Please place a copy of the RMA receipt inside the carton.

To prevent damage in transit, please use care when repackaging your product for return. Make certain the products have sufficient padding all around. LCI Paper Company will not be responsible for return products received damaged or not delivered. We strongly suggest insuring your package and shipping by a carrier that can track and confirm delivery. Please place a copy of the RMA receipt inside the carton.

Return Address

LCI Paper Co., Inc.
Return Department
53 Brigham St. Unit 7
Marlboro, MA 01752

Refunds

After we receive your return and all contents are counted and verified we will issue a credit to the credit card originally used for the purchase. Please allow 2 weeks after receipt of your return for the credit to be issued. We will email a Cash Refund form for your records. If you should have any questions in regards to your credit please contact our customer service department by submitting a support case or calling 888-488-0120 (or 508-281-5088 for international calls) Monday through Friday 8:00am-5:00pm EST.

Print & Paper Disclaimer

LCI does make best practice recommendations for printing compatibility on our various papers from our own in house testing and individual paper mill specifications. However, in regards to printing, equipment, paper compatibility and personal results we do not and can not explicitly guarantee verbally or written each consumer application. There are all types of consumer and professional printers on the market, each with their own mechanical and technical makeup. Further, all inks are not the same and papers will react differently to different inks.

To help with the process, we offer samples of our papers for testing your specific application on your specific printer. The vast majority of our papers are suitable for conventional printing including offset, thermography, engraving, letterpress and on demand. If you plan on using the services of an outside printer we encourage you to consult them in regards to your printing needs.

LCI Paper Co, Inc. shall not be liable, in any way, for incidental or consequential damages or losses sustained, or aggravated, by print or paper recommendations whether or not made verbally or in writing on this website. This is the sole and exclusive responsibility of the consumer.

Special Services

Items with special add-on services such as cutting, scoring or any type of alteration are final, therefore not returnable, refundable or exchangeable. LCI does not guarantee verbally, written or otherwise the printability or usability of any altered paper or items from this website. This is the sole and exclusive responsibility of the consumer.

Company Info

About LCI Paper

In 1995, Larry Chase founded LCI Paper, Inc. with the goal of fulfilling a need – to provide consumers with a quick and affordable way to purchase fine stationery for printing.

A privately held company, LCI is headquartered in Marlborough, MA. Our corporate office resides next to our 10,000 square foot warehouse and order fulfillment center. Orders purchased on or before 3:00 p.m Eastern Standard Time, Monday – Friday are fulfilled the same day. LCI is a licensed e-retailer. It is Better Business Bureau-certified. Its website is GeoTrust-endorsed. Each LCI purchase is satisfaction- guaranteed.

At LCI’s Web site, www.lcipaper.com, visitors can browse the tremendous selection of handmade specialty papers, envelopes, and reception accessories offered for weddings and personal, community, and corporate events. Since LCI’s aim is to help the do-it-yourself bride or event planner, we’ve designed our site to provide an abundance of tips and ideas to assist you in creating your one-of-a-kind, custom invitation.

Why Choose LCI?

Satisfaction Guaranteed

Your satisfaction is our highest priority. See our Guarantee for more details.

Highest quality

LCI is the manufacturer of many of the products on our site, we use the finest materials in making our invitations. Our product quality is unmatched.

Large selection

We offer one of the largest selections of event specialty paper, invitations, stationery, envelopes and accessories in the world.

Exclusive designs

LCI owns hundreds of exclusive designs by artists around the world. Looking for unique designs that help your event stand out? You'll find them at LCI.

Same-day order fulfillment

We will ship your purchase in the same day if it is ordered before 3:00 p.m. Monday - Friday. Otherwise, your purchase will be shipped the next business day.

Superior customer service

During normal business hours Monday - Friday, our live customer service representatives are available to help you find what you're looking for, or answer your questions. You can reach us either by phone at 888-488-0120, or by submitting a support case. We will provide timely answers to your questions usually in the same day.

We respect your privacy

We keep your information secure. We do not share, sell or purchase databases. Please read our Privacy Notice for more details.

LCI is a secure retailer

Our website is endorsed by GeoTrust and the Better Business Bureau. It is safe and secure. Please see our Security Policies for more details.

No sales tax

LCI does not charge sales tax on orders shipped outside of Massachusetts.

Customer satisfaction

For more than 10 years, LCI has provided products and guidance to our customers.

"I wanted to take a minute and tell you how great your company is and what great customer service and products you provide. I recently took on a project of organizing our Class Reunion for 1970 & 1971. Putting two years together was almost overwhelming. I purchased several software programs and they just didn't work out for me until I found and purchased your "Printing Press Wedding" software. A very simple software but it made this reunion go so smoothly. I created my invitations, RSVPs, programs, place cards with such ease. Now the sweetest part of your software is the tracking of my RSVPs. I downloaded my address database into your software which created a mailing list. I just select the classmate, confirm how many are attending, the table name for the place card and it's done. I also want to comment on your customer service. I called very late in the day to see if an order I placed could be sent overnight rather than the 3 day I selected so it would arrive for the weekend. I spoke with Linda who said no problem, and it was here 11:00 the next day. My invitations are just beautiful. Our school colors are blue and gray, so I ordered your Foil Frame White (Silver), and the navy blue inner envelopes. So thank you once again for making my reunion such a success."

Rose (Watson) Culver
Pierre S. DuPont High School
Reunion Committee Chairman

Read more testimonials »

Jobs At LCI

LCI is always looking for talented people with experience in the paper and e-commerce industries. We are currently looking for part-time graphic designers to be part of our invitation packaging team, and our web design team. If you are interested in learning more about employment at LCI, please email us at president@lcipaper.com. LCI is an equal-opportunity employer and offers competitive salaries based on experience.

Officers

Larry Chase, President

Mr. Chase has transformed his knowledge of the design and manufacture of fine paper from traditional methods of sales and distribution to e-commerce.

Before starting LCI Paper in 1995, Larry Chase held the position of Vice President of Chase Paper Company for 11 years, where he oversaw operations and more than 300 employees. Chase Paper was a custom manufacturer and converter of fine social invitations and commercial stationery and announcements. Chase Paper was the official printer for President Ronald Reagan's inaugural invitations, and was selected as the printer of choice for many celebrities and dignitaries.

Barry Levine, Vice President Sales & Marketing

Mr. Levine brings a combination of knowledge in computer technology, business best practices and printing and design to lead LCI's customer service and technical support departments.

Barry Levine has worked in the graphics and printing industries since 1981. He has managed and operated his own business in printing sales since 1988. Before that time, Mr. Levine served 13 years as Manager of Information Systems for a large, New England social thermograph company, and one year as Manager of Information Systems for a New England-based travel company.

Larry Chase and Barry Levine have a combined 45 years of experience in the printing and manufacturing industries.

Community Involvement

LCI is involved in its community. Since 1995, it has staffed its warehouse with members of the Employment Options clubhouse, a program that integrates people with mental illness into the community workforce. LCI is a proud sponsor and employer of Employment Options.

Contact Us

LCI's hours of operation are Monday through Friday, 8:30 to 5:00 Eastern Standard Time.

Mail:

LCI Paper Co, Inc.
53 Brigham Street Unit 7
Marlboro, MA 01752

Phone:

888-488-0120
508-281-5088 (from outside USA)

Fax:

508-281-5142

Online:

Submit a Support Case