Shipping & Returns Policy

Effective date: July 31, 2026

This policy applies to Paper Pals product orders and free-sample shipments in Canada.

1. Order processing

Orders normally leave Paper Pals within one to two business days.

Business days do not include weekends or statutory holidays.

High-volume periods, severe weather, carrier delays, inventory issues or address problems may increase processing time.

Tracking is sent by email when available.

2. Shipping rates and delivery estimates

Available carriers, shipping rates and estimated delivery times are shown at checkout after you enter the delivery address.

Delivery estimates begin after order processing.

Delivery dates are estimates unless the selected shipping service clearly states that the date is guaranteed.

Free-sample sheets are provided at no product charge. The customer pays the shipping amount shown at checkout.

A free-sample claim does not start a membership.

3. Address accuracy

Please review the delivery address before placing an order.

Contact Paper Pals as quickly as possible if an address is wrong.

We will try to correct the address before shipment, but changes are not guaranteed after the order is submitted.

Where permitted by law, additional carrier charges caused by an incorrect or incomplete address may be charged to the customer.

4. Delayed or missing orders

Check the tracking information and the delivery area first.

If an order appears delayed, lost or delivered to the wrong place, contact info@paperpals.io with:

• the order number;
• the tracking number, if available;
• a short explanation; and
• any relevant photos or delivery information.

Paper Pals will work with the carrier and, where appropriate, provide a replacement or refund.

Carrier investigations may take time.

If British Columbia distance-sales law applies, a customer may have a right to cancel when goods are not supplied within the time required by law. Other provinces may provide additional rights.

5. Damaged, defective or incorrect products

Contact Paper Pals within seven days after delivery if an order arrives damaged, defective or incorrect.

Please provide:

• the order number;
• a short explanation; and
• clear photos where reasonably possible.

For an approved claim, Paper Pals may:

• replace the item;
• provide store credit;
• issue a refund; or
• use another reasonable solution agreed with the customer.

Where a return is required because Paper Pals sent a damaged, defective or incorrect item, Paper Pals will cover reasonable return shipping.

6. Change-of-mind returns

Paper Pals accepts change-of-mind return requests made within 30 days after delivery when the product is:

• unused;
• unopened;
• in saleable condition; and
• returned with proof of purchase.

Opened or used reusable cleaning sheets cannot be returned for a change of mind because they are used for household cleaning.

This restriction does not apply to a valid claim involving damage, a defect, an incorrect item or a legal right that cannot be excluded.

7. Starting a return

Email info@paperpals.io before sending an item back.

If the return is approved, Paper Pals will provide return instructions and the correct return address.

Do not send a return without approval and instructions.

8. Return shipping and original shipping charges

For a change-of-mind return, the customer is responsible for return shipping.

For an approved damaged, defective or incorrect-order claim, Paper Pals will cover reasonable return shipping where a return is required.

Original shipping charges are not refundable for a change-of-mind return.

Original shipping charges may be refunded where:

• Paper Pals made an error;
• the shipment was not supplied as required; or
• the law requires a refund.

9. Refund timing

Approved refunds are issued to the original payment method after:

• the returned item is received and inspected; or
• Paper Pals confirms that no return is required.

Banks and payment processors may take additional time to post the refund.

Where a refund deadline is required by law, Paper Pals will follow that deadline.

10. Free samples

The free-sample product value is not refundable or exchangeable.

If a free sample arrives damaged, is incorrect or is confirmed lost, Paper Pals may replace it or refund the shipping charge, depending on the circumstances.

11. Membership fees

Membership cancellation and membership-fee rules are explained in the Membership Terms.

12. Legal rights

This policy does not limit rights that cannot legally be excluded.

Consumer rights may vary by province or territory.

13. Contact

Paper Pals

2633 Simpson Rd

Richmond, BC V6X 0B9

Canada

info@paperpals.io