Prime Paper Terms, Conditions, Cancellation, and Return Policy
We guarantee your satisfaction with all Prime Paper merchandise. If you do not feel that your purchase has lived up to your expectations, you have 30 days from the time of receipt to return it. We will gladly refund the purchase price, exchange it for same item, or credit the amount against the purchase of another item. Unfortunately, we cannot refund your shipping charges.* The exceptions to our refund are: factory-direct gift wrap papers; or custom merchandise, these orders are not returnable unless defective.
*Important Note: Items might be shipped from different warehouses and in separate shipments. Orders over 150 pounds will be divided into multiple orders not to exceed 150 pounds each.
How do I return an item?
Please call the Customer Service department at 1(562) 401-0140 or e-mail us at sales@primepaper.net attention Customer Service and tell us the following:
- Your invoice number and when your received your shipment.
- The reason for the return.
- Which action you‘d like us to take: refund, replacement, or exchange.
We will issue to you a return authorization number. Our warehouse can only receive and process shipments with a return number on the outside of the package.
Non-defective merchandise must be returned to our warehouse in 100% saleable condition within 30 days to qualify for a refund. There is a restocking charge of 20% for stock merchandise, and 25% for non-stock merchandise. We are unable to accept returns of merchandise after 30 days from date of receipt. Shipping charges are nonrefundable. Returned merchandise is subject to shipping and/or handling charges. Custom merchandise and factory direct Gift Wrap are not returnable unless defective.
Please package your return properly. Send the package securely wrapped to:
Prime Paper Returns 12020 Woodruff Avenue, Unit G, Downey, CA 90241
UPS is the preferred carriers for sending returns because they provide shipping insurance and tracking services. Please remember that Prime Paper is not responsible for items lost or damaged in transit. Merchandise returned because you simply wish to reduce your own stock after season or due to your ordering methods is subject to a 20% restocking fee. Returns must be done within 30 days from the date of receipt of goods.
Sales tax is charged only on orders shipped within the state of California. State Board of Equalization requires that sales tax(s) be applied on all service and delivery charges if there is a taxable item on the order per regulation 162B. If you are in California and are tax exempt, we need a signed form on file. Send an email to sales@primepaper.net to request a form, print it, fill it out and fax it to 562-401-0150.
Crediting Your Refund**
Once we have received and processed your return, we will issue a credit to the credit card on which the purchase was made. If you paid for your merchandise by check, please allow two business weeks for refund check to be processed.
**Important Note: There will be a non-refundable $9.95 processing and handling charge for all transactions.
Cancelling Your Order
If we receive a request to cancel, in a timely manner and, before the order is shipped (in most cases the order placed in the morning will be shipped early afternoon the same day), we will issue a credit to the credit card on which the purchase was made. If you paid for your merchandise by check, please allow two business weeks for refund check to be processed. If the order has already been shipped you have to wait to receive and then return the merchandize which will be based on our return policy mentioned on top.
Copyright and Trademark Information
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Changes
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