Frequently Asked Questions

The following are questions posted by visitors to this website. If you have any questions that are not answered by those shown below, please use the email addresses provided at the bottom of this page.

How much does it cost? Is there a discount for bulk orders?

A personalized oval carton costs just US $4.99. Shipping is calculated in the shopping cart but will be about US $6.00 to ship 1-6 oval cartons within the continental US. It is most economical to purchase 6 oval cartons per order. But if you want just one, we will be glad to make it for you and ship it to you!

For orders placed from outside of the United States, all prices should be converted into your local currency by your credit card issuer. Please refer all credit/debit card questions associated with currency conversion to your credit card issuer.

Effective July 23, 2007, we are happy to offer a special discount for orders totaling more than 500 cartons. Below is a summary for your quick reference:

500-999 cartons – Receive a discount of 2.5% (equiv. to US $4.87 per carton)

1,000-1,999 cartons – Receive a discount of 5% (equiv. to US $4.74 per carton)

2,000+ cartons – Receive a discount of 10% (equiv. to US $4.49 per carton)

If you wish to take advantage of the discounts listed above, please “Save” your Design and Contact Us prior to submitting your order. Please include your preferred contact information.

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Can I place an order if I live outside the United States?

At this time we can only offer this product in the US, its territories and Canada. We plan to expand to Europe in the near future. Please check back periodically as we roll out this great product to more of the world!

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Do you have step-by-step instructions for completing an order?

After you have previewed your first design, and you are satisfied with the results, you can start compiling your order by selecting "Add to Cart." You then need to select the number of cartons you wish to order for that design (from "1" to "90").

If you have another design that you would like to add to your order, you can either "Create" a new design or go to "My Account" at the top of the page and select the next design in "Saved Designs."   After completing your review of the second design, select "Add to Cart" again and you will then see the two designs that you have placed in your shopping cart. Once you have added all of the designs and quantities that you wish to order, select "Start Checkout" to complete your transaction.

The next step is the "Delivery Information." If you have not entered and saved your mailing addresses under "Saved Addresses" you can enter the names and mailing address at this point. Please make sure you include all shipping information! Don’t forget apartment and suite numbers in your shipping address. If you would like to ship parts of your order to separate addresses, you can add more names and addresses by selecting the "Deliver to Multiple Addresses." If only one address is needed, select "Continue to Secure Checkout" after you have added the address. Shipping addresses cannot be changed after an order has been placed.

At "Finalize Your Order," you will see your complete order, with a dropdown box providing three choices for shipping: UPS Ground, UPS 2 Day, or Parcel Post®. Because UPS will not ship to a PO Box, including APO, FPO, and EPO, USPS Parcel Post® is the only option for those addresses.

Shipping charges will apply to each shipping address included with your order.  Shipping charges are based on outbound delivery from Appleton, WI, with UPS Ground as the default shipping method.  Shipping costs will vary from UPS zone to zone, and postage is also calculated by the package weight. Shipping requests cannot be changed after an order has been placed.



The final step is to "Enter Your Credit Card Billing Address" with your card number and code. At this point, if you do not enter your billing and credit card information, your card will not be charged. You can either logout of your account or complete your order after providing the required credit card information.

Make sure you read and accept the “User Agreement” and then select “Complete Your Order.”

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What is the minimum/maximum number of oval cartons that I can order?

The minimum order for MyKleenexTissue is 1 oval carton. However, you will notice that the shipping charges are based on weight so it is a little more economical to order more.

There is no limit to the number of boxes that you can order for each design. However, each line in the shopping cart is limited to a quantity of 90 cartons. For orders larger than 90 cartons, please reselect the design and add another line in the shopping cart. For example, an order for 150 boxes would include 90 boxes on the first line in the shopping cart, and 60 boxes in the second order line. For orders over 300 boxes, please Contact Us directly regarding shipping prices.

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Can I have the same design shipped to more than one address?

You can have us deliver your custom designed ovals to different addresses. Just add more delivery addresses using the "Deliver to Multiple Addresses" button on the Delivery Information screen during Checkout.

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Do you ship internationally?

At this time we only ship within the United States, its territories and Canada (excluding Quebec).

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What can I do if my credit card is not accepted at Checkout on the site?

We can assure you that your credit card information is handled in a secure manner. Please make sure your name and address match your credit card information exactly. Your name must be entered exactly as your name appears on your credit card and billing statement. Please contact your credit card service center for additional information about placing web orders with your card.

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How can I place an order for a carton design that I previously ordered?

Once you have accessed your account on our web site, you can select "Saved Designs" to view a list of all previously saved and ordered designs. Choose from either “Saved” or “Ordered” and click on the design you prefer. Complete your order by previewing the design first and continue to “Add to Shopping Cart.”

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Is it possible to include a gift card with my order?

While we do not have a selection of personalized cards or messages, every order includes a card that states: “Designed by: [name provided with payment information is inserted here]. Enjoy your one-of-a-kind Kleenex® Facial Tissue carton!”

No billing information is included with your shipment. However, the shipping carton does include a packing list with a picture of each design, the quantity ordered, the invoice number, the shipping method, and the carrier (UPS or USPS). Also, included is the name of the person who ordered the cartons plus the ship to name and address.

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Can I start an order now and complete it later?

Yes. Orders may be saved without completing the process through to payment. Just make sure to save your design to your account before you leave the site. Next time you visit MyKleenexTissue.com just logon to your account, select the design you were working on, and proceed to the Canvas to continue your design.

Once you complete your design, you can view a 3-D image by selecting “See a Preview” from the design Canvas screen. You will need a media player to preview your carton design, and we have found that Macromedia Shockwave Player performs well. If you are interested, a free copy is available through Adobe Systems, Inc. at the following link:

http://www.adobe.com/products/shockwaveplayer/

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Are there certain types of pictures or text that you will not print?

Yes. The Kleenex® Brand stands for family values and we will not print any picture or text that is in conflict with those values. In addition, we value our Kleenex® brand trademark so we want to value other companies' trademarks as well by not printing them without their permission. For you this means that we ask you not to use a photo or text that has clearly recognizable logos.

If you wish to print a design that contains a logo that you own or have written permission to use, please “Save” your Design and Contact Us prior to submitting your order. Please include your preferred contact information in the event our review panel would need to verify permissions.

Please note that if any portion of your order is denied, the entire order is denied. This information will appear in your “Order History” and an e-mail message will be sent to you. We hope you will return to your “Saved Designs” and replace your order after correcting the problem.
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I don’t have a scanner. Can I just mail you my picture?

Because we don’t want to lose your picture, we only accept pictures electronically over the Internet. You may want to try your local copy center if you do not have access to a scanner. Most copy centers offer this service or may charge a small hourly fee to use their equipment.

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How do I center my picture(s) on the carton?

The design program includes a bar above the canvas that indicates the front and back areas of the carton. Between the areas marked, "Front of Oval" and "Back of Oval", there is a marker showing an edge between the front and back of the box. This marker (shown as three vertical dashes) indicates the location of one side of the oval carton.

It is helpful to inspect your carton before ordering, by viewing the three-dimensional picture of the oval carton. Before choosing the "Add to Cart" button, click on "See a Preview" to watch a spinning 3-D preview of your design. It may take a few moments to load, but once completed, you will be able to spin the preview using your mouse (click, hold and drag).

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Will you offer more lid colors, clip art, and text fonts in the future?

We are constantly looking for ways to improve our site and may offer more features in the future. Please be assured that we are looking to expand. However, at this time we only offer lid colors in black, pink, beige, green, teal, and royal blue.

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What does “Pending”, “In Process”, “Shipped” or “Denied” mean in my “Order History”?

Once you have accessed your account, select "Order History" to view a list of all your saved designs and any orders that have been processed through your account. Under “Status” you will see either “Pending”, “In Process”, “Shipped” or “Denied.”

After an order is placed, a team of moderators reviews all designs for content. Orders in this process are marked "Pending."

If any portion of your order is denied, the entire order is denied. This information will appear in your “Order History” as “Denied” and an e-mail message will be sent to you. We hope you will return to your “Saved Designs” and replace your order after correcting the problem.

After your order is accepted, the order is printed and packaged for shipping. This action is shown as "In Process" in your order history.

When your order is marked "Shipped," the Delivery Summary is added to the Details of your file. You have the option to "View Details" for any of the orders listed. After clicking on "View Details", you can view the "Order Details", "Delivery Summary" and "Payment Summary" for any order.

Under "Delivery Summary" you will see the name, shipping address, and method of delivery. If the package was sent by UPS (Ground or 2^nd Day Air), a Tracking number is provided. If you click on the highlighted Tracking number, you will be redirected to the UPS web site for details regarding the delivery status. If your order was sent by USPS Parcel Post® no tracing information is available, and your order history will include the term, “MAIL”.

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How long will it take for me to receive my order?

Once we receive your order, it takes approximately 2-3 business days to review your design and print your cartons. The cartons are then shipped via UPS Ground to arrive 5-7 business days later (7-10 business days total), UPS 2nd Day to arrive 2-3 business days later (4-6 days total), or US Postal Service Parcel Post® (10-12 business days total). Exceptions: US Postal Service Parcel Post® to Alaska and Hawaii may take between 2-4 weeks.

Shipping to Canada: There are two options available - UPS Ground and USPS. For Canadian shipments add 5-7 business days to the time indicated above for these two options.

Please make sure you include all shipping information! Don’t forget apartment and suite numbers in your shipping address. And, remember UPS will not deliver to PO Boxes. Shipping requests cannot be changed after an order has been placed.

From your account, you can select "Order History" to view a list of all your saved designs and any orders that have been processed through your account. You will then be given the option to "View Details" for any of the orders listed. After clicking on "View Details", you can view the "Order Details", "Delivery Summary" and "Payment Summary" for any order.

Under "Delivery Summary" you will see the name, shipping address, and method of delivery. If the package was sent by UPS (Ground or Air), a Tracking number is provided. If you click on the highlighted Tracking number, you will be redirected to the UPS web site for details regarding the delivery status.

If your order was sent by USPS Parcel Post® no tracing information is available, and your order history will include the term, “MAIL”.

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I want to correct/cancel my order. How can I do that?
Please check your order very carefully before submitting it. Because your KLEENEX Oval tissue carton designs are personalized, and orders are processed quickly, we are not able to offer any returns, refunds, or cancellations. Take your time and check for typos, image trouble, correct address info, etc. Please see our Refund Policy for more details.
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What type of tissue is in the carton, and is the carton refillable?

Each carton is non-refillable and contains 70 tissues of our three-ply KLEENEX® Ultra Soft facial tissue...our softest tissue ever!

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I want a refund. Is that possible?

Because your KLEENEX Oval tissue carton designs are personalized, and orders are processed quickly, we are not able to offer any returns, refunds, or cancellations. Please see our Refund Policy for more details.

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Can I use MyKleenexTissue.com ovals for purposes that involve politics?
Kimberly-Clark has operations in 37 countries around the world and sells its products in more than 150. More than one quarter of the world's population, or about 1.3 billion people, use our products each year. As a matter of policy, we do not involve ourselves in the politics of any country; rather our mission is to provide high quality products to improve people's lives.
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My question is not answered in either the “How To” or “FAQ” section. What do I do?

We want to be sure that any questions you have are answered, so please Contact Us for additional assistance.

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