- I am a customer or potential customer. How can I contact MIDORI?
MIDORI is dedicated to providing our customers with superior customer care. If you have a question, comment or suggestion, we’d love to hear from you. Please feel free to reach us through our contact information below:
Attn: Customer Care
1908 Beverly Blvd.
Los Angeles, CA 90057
8am to 5pm PST
Monday through Friday
- Where can I buy MIDORI products?
MIDORI is available on our website as well as in gift, stationery, wedding, flower, packaging and fabric shops around the world and online. If you have additional questions, or you live outside the U.S., please email us at firstname.lastname@example.org.
- How do I place an order?
Orders are accepted through any of the following methods:
Via e-mail: Please email your orders to email@example.com.
On the web: Once you are ready to place your order online, visit our site at www.midoriribbon.com.
To process your order as accurately and as quickly as possible, MIDORI does not generally accept phone orders. In the event you are unable to submit your order via e-mail or online, please contact our Customer Care Department at 800.659.3049 and we will be happy to assist you.
- How do I check the status of my order?
If you have questions about your order or order status, you can log in to your account and click “Order Status” or email Customer Care at firstname.lastname@example.org. Please keep your order number on hand.
- How long does it take to receive my order?
Regular orders are processed and shipped within 48 business hours. Transit time is anywhere between 1-5 business days (excluding International Shipments). We offer expedited shipping services via UPS when rush deliveries are needed. If you place a rush order before noon PST with expedited shipping, we will ship your order the same business day. If your rush order was placed on a Saturday, Sunday or a Holiday that Midori is closed, your rush order will ship the following business day.
- What shipping method does MIDORI use?
We ship via UPS and USPS. When placing the order via UPS the following options are available: Next Day Air, 2nd Day, 3rd Day or Regular Ground. Please note we do not ship to PO boxes via UPS (If your product must be delivered to a PO Box using UPS there is an additional $13 fee that will be charged separately from your order and shipping rate). When placing the order via USPS the following options are available: Priory Mail and First Class. Please remember to double check your shipping details as we are not responsible for any shipping discrepancies.
- Can I rush my order?
Yes! We can ship your product same day with an additional $15 fee if orders are received by or before 12pm PST. For more information about rush orders, please contact Customer Care at 800.659.3049 or email@example.com.
- What are my payment options?
MIDORI accepts Visa, MasterCard, American Express and Discover credit card payments, as well as PayPal.
Please note: If a Customer’s credit card is declined more than 2 times, there will be a $10 processing fee for every subsequent time it is declined.
- Does MIDORI offer sample swatches?
Yes! We offer individual sample swatches, $2 per swatch measuring 9’’ in length of all our products. For more information, please contact our Customer Care Department at firstname.lastname@example.org.
- Can you help me with a special order (custom color run, ribbon style, Gift Wrap pattern, etc.)?
We welcome the opportunity to help you with your special order! Please email us at email@example.com to discuss details.
- Do you wrap baskets in cellophane and embellish with ribbon?
Yes, we hand wrap baskets with high-end cellophane and embellish with our high-quality ribbon/color choice for any festive occasion. We also sell handmade toppers which we can apply to your basket/s and add tails if needed. Please note, we do not supply baskets or stuffing on demand, but will be more than happy to discuss your custom project needs to prepare accordingly. We pride ourselves on creating a memorable presentation and encourage you to call our Customer Care Department for more details. Come in today to get your baskets wrapped! Hours of operation: 8am – 5pm, Monday – Friday.
- Can I add additional yardage to the roll I want to purchase?
Yes! MIDORI provides our customers with the opportunity to add additional continuous (not-cut) yardage to a single ribbon roll for a small fee of $2. Please email us at firstname.lastname@example.org for more information.
- What do I do with damaged or missing products?
All claims for damaged or missing products must be filed with MIDORI within 7 business days of delivery of your order. Please contact our Customer Care department at 800.659.3049 or email@example.com to file a claim. MIDORI is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier, but we will be happy to assist you in filing your claim.
- How do I change or cancel my order?
You may change or cancel your order at no additional cost as long as the order has not been processed. Please contact Customer Care at 800.659.3049 or firstname.lastname@example.org for specific inquiries.
- What is your return policy?
MIDORI offers store credit only for all returns. Returns must be requested within 30 days of the order ship date. Please contact Customer Care at email@example.com or 800.659.3049 to receive a Return Authorization No. prior to shipping your return. (Please note: All products must be shipping within two weeks of receiving the Return Authorization No.) We reserve the right to refuse any unauthorized shipments. A store credit will be issued to your online account within 14 days of receiving the returned package, and you will have one year to use your credit.
There are NO RETURNS/REFUNDS on custom print orders. We highly suggest purchasing a $3 custom print sample. This sample will be printed on the ribbon color and ink color of your choice. Upon placing your official PO this $3 will be deducted from your order total.
There are NO RETURNS/REFUNDS on our Handmade Midori Toppers.
- I’m interested in Custom Printed ribbon. How long does it take?
The processing time for new Custom Printing orders is 2-3 weeks from the date your proof is approved. Once you submit your personalized order on our Custom Printing site, we will email you a proof for final confirmation within 72 hours. Please allow an additional 1-5 days for shipping from our Los Angeles, CA location.
- Is there a fee to make changes to my proof?
No! Any changes in font, size, spacing, etc. can be made without any additional fees until your approval of the final proof. Once the proof is confirmed, we will order your plate for printing. Please do review your proofs carefully as changes cannot be made after your plate has been ordered.
- I need my Custom Printing ASAP! Do you offer a rush service?
We do! If you need your order sooner than 2-3 weeks, we offer a rush service for an additional fee of $50.00. The rush lead time is 1-2 weeks from final proof approval. Please contact our Customer Care Department once you submit your order and we will add the rush service as needed. We can also upgrade your shipping to 2nd day, 3rd day or overnight, if necessary.
- What is the maximum length of characters I can print?
The Symbol, Saying or design would need to fit within our plate size, which measures 2 ¾".
- Custom Print Re-orders:
There is no plate fee to re-order, and MIDORI saves your plate on file for easy reordering. To place a re-order, please contact us at firstname.lastname@example.org.
MIDORI SECURITY AND PRIVACY POLICIES
MIDORI is committed to protecting the privacy of our customers. MIDORI greatly respects our customers and their privacy. Any personally identifiable information we collect from you is used to help us communicate with you and is never sold or disclosed to outside parties.
- Is my online purchase and personal information secured?
MIDORI has strong security measure in place to prevent the loss or misuse of your personal information. The MIDORI website site uses a secure socket layer (SSL) to encrypt all personal information and orders.
- How does MIDORI use my personal information?
All information we collect through our website is used only within MIDORI and is not shared. We use your contact information to get in touch with you regarding your order or other valuable MIDORI information. Financial information will be used only for order billing purposes. No information provided to MIDORI is ever shared with outside sources.
MIDORI PRODUCT CARE
- How do I care for my MIDORI ribbon?
To best care for MIDORI ribbon, we recommend gentle hand washing and cool iron, or dry clean. Custom Printed ribbon is not washable. Our ribbon is colorfast; however, slight variations may occur due to the nature of our products.
- How do I care for my MIDORI Gift Wrap?
MIDORI Gift Wrap is handmade and 100% recycled cotton fiber. Our paper is extremely versatile; it can be ironed, sewn and constructed in endless shapes and forms! Due to the handmade nature of our Gift Wrap, slight variations in color, size and weight may occur.