FREQUENTLY ASKED QUESTIONS
We are still open for business and shipping orders from our family business. Please give us a call at 877-810-4174 if you would like to check stock before ordering. Thank you. 

Below you can find the answers to frequently asked questions.  If you do not find your answer, please do not hesitate to call us toll-free at 877-810-4174.

1)  Can I place an order by telephone?
     Yes, you may call us toll-free at 877-810-4174 between the hours of 8 AM and 4 PM Mountain Time (Monday through Thursday) or 8 AM to 12 PM on Fridays.

2)  Do you sell wholesale?
      No, we are a retail business only. 

3)  What payment methods do you accept?
     We accept Visa, Mastercard, Discover, American Express and PayPal**- When paying with PayPal, PayPal will change the shipping address to the address on file with PayPal. Please check the order confirmation email to make sure the shipping address is correct. 

4)  What shipping methods do you use?
     We utilize the US Postal Service (Priority Mail and Express Mail) and UPS (Ground, 2nd Day Air and Next Day Air). International orders are shipped by USPS Priority/Express Mail so that tracking and delivery confirmation can be provided. Due to the delicate nature of our specialty papers, our standard shipping is via USPS Priority Mail or UPS Ground which includes insurance in the event that the paper is damaged during shipment. The prices for USPS Priority Mail and UPS are automatically generated by each carrier based on weight and distance traveled. We are unable to ship paper that is not insured.

*During this unprecedented time due to the COVID-19 pandemic, UPS and USPS are experiencing extreme package volumes and are not guaranteeing transit times. Packages are taking much longer in transit than prior to the pandemic and we do not have any additional information on packages other than that provided by the carrier.

5)  Do you accept international orders.

      Yes, we accept orders to most international addresses. You will be able to enter your foreign address and get shipping rates during the checkout process. However, our shipping rates do not include any custom fees or duties that may be charged by the recipient's country. The customer is responsible for these fees.

6)  How do I return an item?
      Please refer to our return policies by clicking HERE.

7)   Why was my credit card declined?

     The most common reason for a declined credit card is an AVS mismatch when the billing address does not match the address on file with your credit card company. You will need to add or change the billing address to make sure it matches with the address listed on your credit card bill. Then, proceed through checkout again.

8)  Do you offer quantity discounts?
    Our prices are very competitive and we may offer discounts on a case-by-case basis. Please email us at customerservice@milehighnetstores.com for more information.

9) Do you have any Special Offers?
    All orders may receive a one-time 5% discount by subscribing to our Special Offers List. Various promotions and discounts are offered via email to those on our Special Offers List throughout the year.

10)  Do you offer custom cutting?
    We strive to accommodate specialty cutting requests, however, our ability to fulfill those requests varies on a case-by-case basis depending on the quantity needed, paper weight, dimensions, and availability. Those considerations will also determine an additional cutting fee in addition to the listed paper price. Please send us an email at customerservice@milehighnetstores.com or call 877-810-4174 with your specific requirements and we will provide a custom quote for you. **Custom cut papers are non-refundable.

11)   The papers list a GSM weight.  What does this mean?
   GSM is the weight of the paper in grams per square meter. As a point of reference, regular copy machine (printer) paper has a weight of 75 gsm. Tissue paper measures about 20 gsm. Medium-weight cardstock typically falls around 150-200 gsm.

12)   Do you have a paper catalog?
    No, information on all of our products and their corresponding specifications can be found online. We frequently add new products which would quickly make a catalog obsolete.

13) Can I get paper samples?

   Yes. We can provide up to 5 sample swatches for most of our papers (no larger than 3” x 8”) for color and texture reference. Samples are free of charge and sent in an envelope via USPS standard mail (without tracking information). For samples larger than 3” x 8”, almost all of our papers are available in 8.5” x 11” single sheets for purchase. Standard shipping rates apply in this instance. For more information on a specific paper not addressed in the product description, please email us at customerservice@milehighnetstores.com.

14)   When will my order arrive?
  With the exception of occasional backorders or discontinued items, we ship all in-stock items within 48 hours of receiving an order and most orders are shipped within 24 hours. Transit times vary depending on the service selected and the distance traveled. Generally, orders are received within 7-10 business days from the ship date. Please click on the "Shipping" tab at the bottom of each page for more details.

15)  Do you accept purchase orders?

     We accept purchase orders from U.S. based educational and government institutions only. You may fax purchase orders to 877-810-4174. After we receive the purchase order, we will verify the information contained in the PO and will fulfill the order. We will include an invoice with the shipment and mail one to your billing address.

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