FREQUENTLY ASKED QUESTIONS FAQ
How far in advance should I place my order?
We recommend contacting WRAPT at least 5–7 business days before your desired completion date, particularly during the holiday season. Larger orders, custom-printed materials, and complex designs may require additional time. Our standard production window is a minimum of 36 hours once an order is confirmed and all gifts, materials, and final instructions have been received.
Can you accommodate last-minute requests?
Yes, whenever our production schedule and available materials permit. We understand that special occasions and unexpected gifting needs don’t always come with advance notice. Requests requiring less than our standard 36-hour production window, including same-day orders, are subject to an expedited service fee. We’ll confirm availability, completion time, and any additional charges before accepting your order. (Effective November 22, 2026)
Customization & Design
Do you offer fully custom wrapping designs?
Yes. We can create a custom wrapping design around your occasion, brand, or personal preferences. Depending on your project, this may include selecting specific paper colors and patterns, coordinating ribbons, incorporating personalized details, or developing custom-printed materials. We’ll discuss your ideas, review available options, and explain any additional costs or production time before you approve the design.
Can I include a logo, monogram, or custom ribbon?
Absolutely. We can incorporate logos, monograms, personalized tags, custom-printed paper, and branded ribbon into your gift presentations. Custom printing generally requires suitable artwork and additional production time. We’ll review your design, quantities, and deadline to determine what’s possible. You’re also welcome to provide your own branded materials for our review.
What materials do you use?
We work with a carefully curated collection of wrapping papers, including specialty papers sourced from Italy, Nepal, and Paris. Our selection includes a variety of colors, patterns, textures, and finishes, complemented by satin, grosgrain, velvet, and other specialty ribbons. Environmentally conscious paper options are available upon request, subject to our current inventory and supplier availability. These options may not be offered in every color, pattern, or finish. We can discuss the specific environmental characteristics of available papers to help you make an informed selection. We select materials based on the gift, the occasion, and your design preferences, considering both their appearance and how well they perform during wrapping. Our signature philosophy remains: Not always a bow, but always a ribbon.
Pick-Up & Delivery
How should I label packages being delivered to WRAPT?
Every individual bag or package must be clearly and securely labeled before dispatch. Each label must include the following:
CLIENT INFORMATION
- Company / Client’s Full Name
- Client’s Telephone Number
DELIVERY INFORMATION
WRAPT, LLC
142 West 57th Street
11th Floor – Reception
New York, NY 10019
212-658-0061
When sending multiple bags or packages, each must be labeled individually.
When can couriers deliver or collect packages?
Street-level courier deliveries and collections are available by confirmed appointment at 12:30 PM and 3:30 PM.
Certain third-party couriers, including Uber Courier, are restricted from accessing our studio floor due to building security requirements.
Couriers requiring street-level assistance must have a confirmed appointment before dispatch. Unscheduled street-level arrivals cannot be guaranteed acceptance.
Are there courier handling fees?
Yes. A $50 handling fee applies to each scheduled street-level courier delivery or collection requiring WRAPT personnel to meet the courier. This fee is separate from any transportation charges assessed by the courier service.
Authorized commercial carriers, including USPS, UPS, FedEx, DHL, and Amazon, may deliver to the building’s designated receiving area without a WRAPT street-level handling fee.
Are after-hours pickups available?
Yes, by advance arrangement and subject to studio availability. After-hours collection fees are:
- 4:00-6:00 PM: $50
- Before 11:00 AM or after 6:00 PM: $150
These fees replace the standard street-level courier handling fee and are not charged in addition to it.
Who is responsible for mislabeled packages or failed courier deliveries?
WRAPT is not responsible for delays, misidentification, misrouting, or loss resulting from mislabeled, improperly labeled, or unlabeled bags and packages.
WRAPT is not responsible for third-party courier no-shows, missed pickups, missed deliveries, delays, or failure to deliver.
Clients are responsible for coordinating their selected courier services, providing accurate delivery information, and ensuring that every package is properly identified before dispatch.
Pricing & Payment
How is your pricing structured?
Our gift presentations are offered in four tiers—Petite, Studio, Atelier, and Masterpiece—with pricing based on gift size and design complexity. Presentations begin at $55. Corporate commissions, private workshops, and on-site activations are quoted individually based on the number of gifts or participants, design requirements, location, and service duration. We’ll review your needs and provide pricing for your approval before proceeding.
What forms of payment do you accept?
We accept major credit cards and electronic payments. Payment instructions are provided with your invoice.
Do you require a deposit?
Yes. Once we’ve reviewed your service request and confirmed availability, a 50% deposit is required to secure your approved production or event date. Your deposit is applied toward the total cost of your commission, workshop, or activation and allows our team to begin the necessary planning and preparation. The remaining balance is due according to the payment terms outlined in your proposal. Your booking is confirmed upon receipt of the deposit and written confirmation from WRAPT.
When is the remaining balance due?
For gift-wrapping commissions, final payment is required before completed gifts are released for pickup, courier collection, or delivery. For private workshops and on-site activations, the remaining balance is generally due no later than 72 hours before the scheduled service, as specified in your agreement.
Cancellations & Postponements
What is your cancellation policy?
We understand that plans sometimes change. If you need to cancel a confirmed booking, the amount of your deposit refunded depends on how far in advance you notify us. For services scheduled between November 1, 2026, and January 9, 2027, our holiday cancellation policy is:
21 or more calendar days before your scheduled service: We refund 50% of the deposit you paid.
14–20 calendar days before your scheduled service: We refund 25% of the deposit you paid.
13 or fewer calendar days before your scheduled service: Your deposit is non-refundable.
For services outside the holiday period, the cancellation terms in your written agreement apply. The notice period is measured from the scheduled service date, not the date you originally booked. Applicable terms for an existing confirmed agreement remain unchanged.
Can I postpone or reschedule my booking?
Yes. If your plans change and you’d like to move your booking to another date, please contact us as soon as possible. Rescheduling is subject to availability. Under our current postponement policy:
14 or more calendar days before your scheduled service: You may apply 50% of your original deposit toward a new booking. The other 50% is retained by WRAPT.
13 or fewer calendar days before your scheduled service: Your original deposit is retained in full and cannot be applied toward a new booking.
Your new date is not confirmed until WRAPT approves it in writing.
Do you offer refunds?
Completed gift-wrapping services are non-refundable. If you cancel a booking before your scheduled service, you may qualify for a partial refund of your deposit, depending on when you cancel and the cancellation policy applicable to your booking. All refund and cancellation terms are provided before your booking is confirmed.
Still Have Questions?
We’re here to help.
Please contact us at Concierge@wraptnyc.com and a member of our team will be in touch within one business day.
