What are your customer service hours?
Our available hours are Monday through Friday 9 am to 6 pm EST. We are closed weekends and holidays. Please give us 24-48 hours to reply to your emails. We answer emails in the order they are received. If you email us multiple times, it actually pushes your inquiries to the end of the queue.
Custom and personalized orders
We are not currently taking custom requests. If custom work becomes available, we will update our Social Media sites.
PLEASE NOTE– Any customizations left in the “Notes to Seller” section at checkout, unfortunately, will not be fulfilled.
I forgot something/wrong size/different format. I need to change my order.
Unfortunately, once an order is submitted we are not able to make changes within our system. Our order processing backend does not allow us to edit orders. Please be sure to double-check your order (sizing, format, etc.) before you hit submit as we cannot make notational changes on your invoice due to our current sales volume. If you have any questions, please email us at firstname.lastname@example.org before placing your order.
You mean I cannot change my order?
As we cannot edit orders in processing, we will need to refund and cancel your current order. You can then place another order for the correct items. Please note: your order will lose its place in the queue. It’s always best if you need changes to alert us immediately.
Can you combine shipping on my orders?
No, we are not able to combine shipping on multiple orders or add additional items once it has been placed.
How do I go about returning/exchanging my order?
Please see our Return Policies for more detailed information.
I ordered before you had the sale. Can I get the discount on my processing order?
Sorry, no. Sales are run for a specific amount of time and cannot be applied to previous orders. If it has been less than 12 hours since you placed your order, you are within the Grace Period cancellation window. We can cancel your order so you can use the discount. Just remember it will put your order at the bottom of the queue and lengthen your processing time as canceling pulls you out of line.
What is the status of my order?
Your order status will be available 24 hours after your order has been placed. Simply click on the My Account link at the top right corner of our page. From there, you will be able to view information about your order.
Where can I find each product’s size?
All sizing information is available in each individual listing. Please read the listing descriptions carefully before purchase to make sure all measurements and sizes are going to fit your needs.
What type/weight of paper do you use for your inserts?
The paper type, brand, and weight are a huge component of our business. We, unfortunately, can’t share those details. Rest assured it is a premium paper that is thicker and smoother than standard weight copy paper. Our paper has very minimal show through while not being bulky in your planner. We use a variety of pens and have no bleed issues. Although, some shadowing may occur the heavier you write with some gel, felt tip or fountain pens.
What’s the name of the fonts you use? Where can I download them?
Unfortunately, that is another one of our “trade secrets” that we cannot share. We spent a great deal of time and money sourcing just the right Commercial Use fonts for our planner line. If you are looking to build your font portfolio, there are lots of wonderful free fonts available with a single search.
What size are the boxes on your Vertical calendars?
Our Vertical boxes were determined by page size. We strive to make excellent use of all the space on the page that was accessible to us. Please see each listing for box sizes for that particular calendar style.
Is everything pictured in the listing included with my order?
Please read each listing carefully for detailed information on the product being sold. All decorative elements are for illustrative purposes only. In order to properly utilize our inserts and planner accessories, you may need to purchase additional products separately.
The product I would like is out of stock. When will it be available again?
Please send us an email with the product name, size and/or dates (quarterly, January, etc). Oftentimes, we have it in stock or it’s in production to be stocked. We may have missed restocking it or understocked the product for various reasons. Just give us a shout and we will help in any way we can.
Taxes & Tax-exempt Purchasing
CityGirl Planners is required by law to charge sales tax in any state we have a physical presence. Therefore, only orders being shipped to an Ohio address will be charged sales tax. Please note that you will be able to review your order AFTER payment information has been entered. An order is not placed until you review and submit.
Do you offer any discounts for bulk ordering?
We do not offer discounts for bulk orders at this time.
Am I able to order your products at wholesale pricing to sell in my store?
Yes, we do offer wholesale ordering. Please read our Wholesale Reseller page for more in-depth details. All terms and conditions must be agreed upon before being approved for the program.
What size do I need for my ring bound planner?
Below are the most common ring-binders and their respective insert size. Please be advised, we may or may not carry each of the following sizes in our store. Always check the listing for size information. These are written as a courtesy to our customers and is not an exhaustive list of all the planners available. Each listing contains the insert size information. Please check that against the size of the inserts currently in your planner.
- A5 size fits Filofax A5, kikki.K large, Louis Vuitton GM agenda, Carpe Diem A5, Foxy A5 Ring & Color Crush A5.
- Personal size fits Filofax Personal, kikki.K medium, Louis Vuitton MM agenda, Michaels Recollections, Kate Spade Wellesley & Cameron, Foxy Personal Ring, Color Crush Personal & Day-Timer Portable. The aforementioned planners will not fit Personal Wide inserts.
- Pocket size fits Filofax Pocket, Louis Vuitton PM agenda & kikki.K small.
- US Half size fits certain 7-ring styles of Franklin Covey (including Classic) & Day-Timer Desk.
- Personal Wide size fits Foxy Personal Wide Rings and Keelindori Personal Wide rings.
What size do I need for my Traveler’s Notebook cover?
Most leather/fabric artisan’s use the dimensions of the inserts they are intended to hold as the name for their covers. Others use a numbering system for the sizes. That’s why it is best to verify the measurement of the inserts it is meant to hold versus the name of the insert. This is best practice to get the right inserts the first time.
I ordered from your Etsy/Handmade@Amazon store, not the CGP website. Can I get an order status update/return/shipping information?
You sure can, but you need to use their messaging system. We cannot help with Etsy or Handmade@Amazon orders through our website email. All conversations must be handled through their respective websites. It is for both buyer and seller protection and per their policies.