Returns, Delivery Discrepancies, & Credits Requests

Please fill out the form below so we may process your request for either replacement and/or credit for your order.  As soon as we receive your request, we will start working on resolving your issue.  We will contact you if we need additional information about your order.  Please provide multiple pictures of damages or delivery discrepancies for investigation purposes. (ex product label, damage of product or quantity of shipment)

Returns and credits may take longer due to researching the best resolution for your order. Be assured, we will be in touch as soon as we finish our investigation. Replacements are normally sent asap and credits may take until we receive your order and inspect for damages.  Please click on the link below to see our full policy details.



RETURNS

Once a request for a return has been approved, we will issue a Return Tag to be dropped off to a courier by the customer within 5 business days, unless customer is responsible for shipping back product(s). Some products are non-returnable once they have been opened, regardless of the reason for return. Defacing of the original packaging will cause an automatic denial for credit. This product must be in re-sellable condition and in a protective outer box. You may be asked to upload pictures of the products. Once product(s) have been received, a credit will be applied to their original payment method after inspection of items for quantity, defect, and damages. Credits are usually issued within 1 to 5 business days after the inspection.

When a customer is responsible for a return, the return freight charges will be paid by the customer prior to the pick up of the product. Once the product is received and inspected, the restocking fee of 20% will be deducted from the credit issued to the customer. If PaperRolls-N-More.com is responsible for the return, we will pay the return charges. Credit will only be given for returned product within 30 days of receipt.


CANCELLATIONS

An order can only be cancelled if the product has not been shipped. Customers requesting orders to be cancelled during shipment will be liable for all billing costs incurred up to the point of cancellation; otherwise it will be treated as a return. 

If an incorrect product(s) is sent to you by mistake, the correct product will be shipped out promptly. If the customer chooses to refuse the replacement, the order will be treated as a cancellation. The customer will be liable for the costs  incurred up to the point of cancellation.


DISCREPANCIES & CARRIER LIABILITY

All claims against an order/delivery must be reported to PaperRolls-N-More.com within 5 business days of delivery, so appropriate action can be taken immediately. Extreme weather, accidents or incidences beyond our control caused by courier, may delay your shipment(s). PaperRolls-N-More will not be held liable for these delays and costs in transit and no refund will be issued. If your product is delivered damaged or you are missing part of your order, contact us immediately and a claim can be initiated.  You may be asked first to provide pictures of your delivery/products and upload them to the below "Start a Claim" button so we may begin the claim process.

If a claim is derived from an order of engineering plotter paper and is less than 25% damaged due to transit, a 33% credit of the damaged roll will be issued due to 75%+ of the roll still being usable. 

If a claim involves a customer disputing a delivery from our carrier, an investigation will be initiated. While researching, the customer is responsible for costs involved in reshipment of products until resolution. At that time, either a credit or charge will be applied to the customer.


FEES & OTHER CHARGES

Interest will be charged at a rate of 1.5% per month on all invoices exceeding approved credit terms. A 20% restocking fee will be charged on all returned items due to costs involved in the pickup and restocking of the products. $25.00 will be applied to any account sent to collections. If a check is returned as a Non-Sufficient Fund, the customer is responsible for a $35.00 NSF fee. Charge-backs on credit card transactions from the customer will be liable for a $30.00 merchant fee, a $35.00 bank fee, and the price of product(s) if applicable.