Help And FAQ

The following list of common questions and helpful guidelines should address any question you might have about MyKleenexTissue.com. If your question is not answered here, use our contact us form and we’ll respond to your request in a thorough and timely manner.

There is no maximum number of Oval cartons you may order for each design (the per oval limit is 999, but to order more you can just add the same design as a new line item, and request another amount, up to an additional 999). However, for larger orders (usually 300 or more) you may be contacted by a customer service representative in order to confirm the details of your order and requested design, prior to us completing the transaction. For these larger orders, we also encourage you to use our contact us form and we’ll respond to your request in a thorough and timely manner.

How much does it cost?
Is there a discount for large or bulk orders?
I am interested in a refund – is that possible?

Can I place an order if I live outside of the United States?
How long will it take for me to receive my order?
How can I check the status of my order?
Are there step-by-step instructions for placing an order?
What is the minimum/maximum number of Oval cartons that I can order?
Can I have the same design shipped to more than one address?
Do you ship internationally?
What can I do if my credit card is not accepted at Checkout on the site?
How do I place an order for a design that I previously ordered?
Is it possible to include a gift card with my order?
Can I start an order now and complete it later?
What does “Pending”, “In Process”, “Shipped”, “On Hold” or “Cancelled” mean in my Order History?
I want to correct or cancel my order – how can I do that?

Are there certain kinds of pictures or messages that you will not print?
Can I use customized Oval cartons to promote a cause or political point of view?
I don’t have a scanner – can I just send you my picture or photograph?
How do I center my picture(s) on the carton?
Will you offer more designs, clip art, text fonts, and lid colors in the future?
What type of Kleenex© brand tissue is in the carton?
Is the carton refillable?

Do I need any special plug-ins or software to use MyKleenexTissue.com?
I placed an order and created an account on the earlier version of the Web site – can I still access the designs I made or my account information?

How much does it cost?: A personalized Oval carton costs just US $4.99. Shipping costs are calculated in the shopping cart based on the shipping method you choose, but generally it will cost about US $6.00 to ship 1 to 6 Oval cartons within the continental United States. It is most economical to purchase 6 Oval cartons per order, but if you just want one, we will be happy to make it and ship it for 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.
Is there a discount for large or bulk orders?: We are happy to offer a special discount for orders totaling more than 500 cartons. Please view our Pricing & Shipping page for details and instructions related to bulk orders.
I am interested in a refund – is that possible?: Because your Kleenex® Brand Oval tissue cartons are personalized just the way you designed them, and orders are processed quickly, we are not able to offer any returns, refunds, or cancellations. Please see our Refund Policy for more details.

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

At this time we can only offer this product in the United States, its territories, and Canada (except Quebec, the Northwest Territories or Nunavut). 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!

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

Once we receive your order, it takes approximately 2 to 3 business days to review your design for acceptable content (view our Acceptable Content Guidelines for more on that topic) and then print your cartons. The cartons are then shipped based on the shipping method selected:

UPS Ground – arrives 5 to 7 business days later (7 to 10 business days from initial order placement)
UPS 2nd Day – arrives 2 to 3 business days later (4 to 6 business days from initial order placement)
US Postal Service Parcel Post - 7 to 9 business days later (10 to 12 business days from initial order placement)

Exceptions: US Postal Service Parcel Post to Alaska or Hawaii may take between two to four weeks.

For orders shipped to Canada: There are 2 shipping options available – UPS Ground and US Postal Service Parcel Post. For Canadian shipments add an additional 5 to 7 business days to the times indicated above. Note that Canadian shipping does not include Quebec, the Northwest Territories or Nunavut.

Please be sure to include all information in your shipping addresses, such as apartment or suite numbers. Also, note that US Postal Service Parcel Post will not deliver to addresses including PO Boxes. Shipping requests cannot be changed after an order has been placed and is in process.

How can I check the status of my order?

From your account, select the “Order History” option to view a list of all of your orders (current or past). You will then have the option to “View Details” for any order, which will include the Order Details, Delivery Summary, and Payment Summary.

Under “Delivery Summary” you will see the name, shipping address, and method of delivery you selected. If the package was sent by UPS (Ground or Air), a tracking number is provided. Click on this tracking number to view details of delivery status on the UPS Web site.

If your order was sent by US Postal Service Parcel Post, no tracking information is available and your order history will display the term “MAIL”.

Are there step-by-step instructions for placing an order?

Most orders will follow these steps:

After choosing “Add to Cart” for the first time, you’ll be prompted to create a MyKleenexTissue.com account. This will ensure your ordering information remains secure, and allow you to log-in on subsequent visits to view order status, retrieve saved designs, and manage your account information.
After creating your site account, you will be prompted to review your Oval carton on the “Design Confirmation” page. This step will ensure that your design is just the way you want it, and provides an opportunity to review for acceptable content. You will also be asked to accept certain terms and conditions guaranteeing that you have not violated the terms of usage for any licensed images or logos that you do not have the right to use. View our Acceptable Content Guidelines for more on this topic.
On the following “Shopping Cart” page, you’ll provide the number of Oval cartons you wish to order for each design in your cart. You may also remove a design at this point or make any final edits or changes to your designs.
Providing your “Shipping Information” is next. For first time orders, you will need to fill in the shipping address (or addresses, if you wish to send different Oval cartons to different recipients). If you have a promotion or discount code, you’ll be able to add it to your order on this page as well. Note that only one code is acceptable per order. Returning registered users placing subsequent orders will be able to simply pick an address or addresses saved in your account “Address Book”.
Please be sure you include all shipping information, especially apartment, suite, or unit numbers if they are applicable! Shipping addresses cannot be changed after an order has been placed through the Web site.
If you are sending Oval cartons to multiple addresses, the next step (“Deliver to Multiple Addresses”) is when you will assign the specific addresses you’ve provided to each of the designs you are ordering. You may also change the number of Oval cartons ordered at this point as well.
On the “Finalize Your Order” page, you will be presented with a complete summary of your order at the top of the page. You will select a shipping type for each portion of the order, and your cost summary will update accordingly. In addition, any discount applied based on your discount or promotional code will be indicated.
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.
Please note that because UPS will not ship to a PO Box, including APO, FPO, and EPO, US Postal Service Parcel Post is the only option for these addresses.
Beneath the order summary and shipping method selection, you’ll be prompted to provide your billing address and credit/debit card information.
Checking the box to agree to the terms and conditions of MyKleenexTissue.com and clicking the “Complete Your Order” button is the final step in placing your order.
The next and final page is your Order Confirmation and includes your order number. You may check the status of your order at any time by logging into your site account. On this page we also ask that you answer a few simple questions to help us continually improve our service. These questions are completely optional, but we encourage all of our customers to tell us what they think of MyKleenexTissue.com so we can make it the best that it can be!

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

The minimum order is one Oval carton. However, shipping charges are based on weight, so if you think you may want more Oval cartons, it’s cheaper to order several Oval cartons at once instead of making several, individual orders for Oval cartons one at a time.

There is no maximum number of Oval cartons you may order for each design (the per oval limit is 999, but to order more you can just add the same design as a new line item, and request another amount, up to an additional 999). However, for larger orders (usually 300 or more) you may be contacted by a customer service representative in order to confirm the details of your order and requested design, prior to us completing the transaction. For these larger orders, we also encourage you to Contact Us for additional details.

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

Yes, we can deliver your custom designed Oval cartons to different addresses. Just use the “Enter Another Address” feature on the Shipping Information page in the checkout process.

Do you ship internationally?

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

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

The most common issue is that the information as entered does not match the credit/debit card information on file – please make sure your name and address match your credit card/debit card information exactly. Your name must be entered exactly as it appears on your card and billing statement. If you continue to encounter problems, please contact your credit card service center for additional information regarding placing orders on Web sites with your card. We can also assure you that your credit card information will be handled in a safe and secure manner on MyKleenexTissue.com.

How do I place an order for a 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 want. Complete your order by previewing the design and continue using the “Add to Cart” function.

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

While we do not have a selection or personalized cards or messages available, every order sent includes a full color mailer – click here to view a sample of what this looks like.

No billing information is included with your shipments. 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.

Can I start an order now and complete it later?

Yes – orders may be saved without completing the process through final payment. Just make sure to save your design to your account before you exit or leave the site. The next time you visit MyKleenexTissue.com, just sign in to your account, select the design you were working on, and proceed to the design canvas tool to complete. From there you may order the design or choose to share it with friends and family.

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

Your order status or order history page(s) will include one or several of these terms. Here are detailed definitions for each:

Pending – all orders are reviewed by a moderator from Kimberly-Clark to ensure that the design does not include unacceptable content. Orders in this stage of the process will be marked “Pending”
In Process – after your ordered is accepted through the moderation process, the order is printed and packaged for shipping. This stage is indicated by “In Process”
On Hold – if the moderation process reveals content that is not acceptable for some reason, you will be notified via email and asked to either a) remove the design in question and proceed with the rest of your order; b) make changes to the design and re-submit your order for review or c) cancel the entire order. If an order contains a rejected design due to content and you have not taken one of the above actions yet, the status will be indicated as “On Hold”
Shipped – once an order is marked “Shipped”, the Delivery Summary is added to the details of your order file. You then have the option to “View Details” for any of the orders listed with this status. Under “Delivery Summary” you will see the name, shipping address, and method of delivery you selected. If the package was sent by UPS (Ground or Air), a tracking number is provided. Click on this tracking number to view details of delivery status on the UPS Web site.

Cancelled – this is the indicated status if you have chosen to cancel an order after receiving a notification that some or all of your order was placed “On Hold” due to content within your design(s) that failed to meet the Acceptable Content guidelines

I want to correct or cancel my order – how can I do that?

Because your Kleenex® Brand Oval tissue cartons are personalized just the way you designed them, and orders are processed quickly, we are not able to offer any returns, refunds, or cancellations. Be sure to follow these simple steps to insure that your order is just the way you want it prior to checking out:

Take your time to check for spelling errors or typos
Use the provided guidelines to center and position items where you want them
Know that if something doesn’t display in the design tool area or that if it runs off the screen, that it will not be printed
Be sure to use the “3D Preview” tool to see what your “flat” design will look like when it is printed and “wrapped” around the Oval carton shape.
Make sure that the quality of the photos or personal artwork you are adding is acceptable before you add it to your design – our Oval carton design tool and the quality of the final product will only be as good as the quality of your original elements. So if your original photo is not of a very good quality, the Web site or Oval printing process is not going to make it any better.

Are there certain kinds of pictures or messages that you will not print?: Yes – the Kleenex® Brand stands for family values and we will not print any picture, image, or text message that is in conflict with those values. In addition, we value our Kleenex® Brand trademark and so we want to value and respect other companies’ trademarks as well – by not printing or reproducing them without their permission. For your designs, this means that we ask you not to use any photo, image, or text that has clearly recognized logos, trademarks, licensed characters, celebrity images, etc., that you do not have the rights or clearance to use. For more details regarding acceptable content, review our Acceptable Content guidelines.

If you wish to produce a design that contains a logo that you own or have written permission to use, please save your design and

There is no maximum number of Oval cartons you may order for each design (the per oval limit is 999, but to order more you can just add the same design as a new line item, and request another amount, up to an additional 999). However, for larger orders (usually 300 or more) you may be contacted by a customer service representative in order to confirm the details of your order and requested design, prior to us completing the transaction. For these larger orders, we also encourage you to Contact Us prior to placing your order. Please include any personal contact information in the event our content moderation team would need to communicate with you in order to verify permissions.
Can I use customized Oval cartons to promote a cause or political point of view?: 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, our products, or our brands in the politics of any country –rather our mission is to provide high quality products to improve people’s lives and well being.
I don’t have a scanner – can I just send you my picture or photograph?: Because we don’t want to risk potentially losing your picture, we only accept pictures electronically via this Web site that have been added using our unique Oval design tool. If you only have a physical photo that you wish to use, you may want to try a local copy center. Most copy centers offer this affordable service, you will allow you to use their scanning equipment for a small hourly fee.
How do I center my picture(s) on the carton?: The design canvas tool provides a number of helpful elements to aid in centering and positioning. Down the middle of the Oval background is a shaded area that states “Oval Curve”. This is the seamless curved side of the Oval. Along the top of the background are 2 labels – on the left it states “Center of Oval – FRONT” and “Center of Oval – BACK”. These are the larger, more expansive front and back of the Oval carton. The far left and right edges are where the “seam” will be, essentially the opposite of the smooth, uninterrupted “Oval Curve”.

In addition, there are dotted guide lines that illustrate the exact center of both the front and back of the Oval carton. You can use these guidelines to judge where to place elements in your design, either relative to the package or to other elements you place on the screen. These guidelines and the shaded “Oval Curve” area do not print. You may turn the guidelines on or off using the “Hide Guides” control (it changes to “Show Guides” to allow you to display them again).

In addition to these layout aids, the “360 Preview” tool in the lower left corner is very helpful. It will display all of the elements currently on your flat working area as a realistic preview of the actual Oval carton, once it has been printed. It’s very easy to go back and forth between making changes on your flat work area and this three dimensional preview tool. The tool also allows you to easily “spin” your Oval carton and see how your design will look from the front, back, side, etc.

For more information and tips on using the Oval design tool, please review the How It Works page.
Will you offer more designs, clip art, text fonts, and lid colors in the future?: One of the most exciting features of this new version of MyKleenexTissue.com is our catalog of Oval design templates. In addition to the ability to create your own design “from scratch”, you can now choose from over 40 professionally designed templates in a number of different popular occasion categories.

In addition, we are constantly looking for ways to improve our site, what it offers, and the amount of choice you have in creating your unique, one-of-a-kind oval carton designs. The best way to “see what’s new” is to come back frequently, check out what’s been added, and sign-up to receive email notifications when we add new lid colors, designs, or other planned enhancements.
What type of Kleenex© brand tissue is in the carton?: Each carton contains 70 tissues of our three-ply Kleenex® Ultra Soft.
Is the carton refillable?: No, the cartons are not refillable at this time.

Do I need any special plug-ins or software to use MyKleenexTissue.com?

Yes – there are 2 kinds of commonly used and installed software plug-ins required to create and preview designs on MyKleenexTissue.com. They are:

Silverlight from Microsoft – this popular plug-in is needed when designing & customizing your Oval cartons. Install it here from Microsoft Corp. -
http://www.microsoft.com/silverlight/resources/install.aspx
Flash from Adobe – this popular plug-in is necessary to preview your oval design in 3D, and to be able to spin the preview 360 degrees. Install it here from Adobe Corp. –
http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash&promoid=BUIGP

I placed an order and created an account on the earlier version of the Web site – can I still access the designs I made or my account information?

If you had an account or ordered designs from the previous version of the MyKleenexTissue.com, you will be able to do the following on our new and improved site:

Choose to move your previously ordered designs over from your old account to your new site account

When you log into your personal My Account page on the new MyKleenexTissue.com, look for the prompts to move your older, finished and ordered designs over from the previous Web site.

Please note that while you can add new elements to these designs or cover up items on the new design (for example – placing a new photograph over an older photograph), you will not be able to edit or manipulate these older designs as much as you can new designs you make with our new, enhanced Web site.

Also note that we did not migrate any personal information over such as your address information, credit card information, etc. While we understand it may feel like a minor inconvenience to have to enter this information again for any new orders you wish to place, moving that information over would not allow us to guarantee the security and privacy of your information to the level that we are committed to.

If you have any questions or concerns related to your previous account information, please

There is no maximum number of Oval cartons you may order for each design (the per oval limit is 999, but to order more you can just add the same design as a new line item, and request another amount, up to an additional 999). However, for larger orders (usually 300 or more) you may be contacted by a customer service representative in order to confirm the details of your order and requested design, prior to us completing the transaction. For these larger orders, we also encourage you to contact us and a Kimberly-Clark service representative will follow-up with you.