Frequently Asked Questions

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Question/Topic: Product Satisfaction Guarantee
A:We guarantee your satisfaction with all Paper Mart 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 are: if you buy factory-direct gift wrap papers; or if you order custom merchandise, it is not returnable unless defective. In the event you do not return in 30 days, we are still able to accept returns up to 90 days from date of receipt, but there is a restocking charge of 20% after 30 days.
Question/Topic: Store Location
Question/Topic: Phone numbers
Question/Topic: Email Contacts
Question/Topic: Hours of Operation
Question/Topic: Holiday Schedule
Question/Topic: Why doesn't the shopping cart work?
Question/Topic: Can I have a copy of my invoice?
Question/Topic: Does Paper Mart make donations?
Question/Topic: How do I create an account?
Question/Topic: Do I need to register when I already have an account with Paper Mart?
Question/Topic: How do I edit my account information?
Question/Topic: How do I update my e-mail address / login?
Question/Topic: What company or personal information can I change?
Question/Topic: How do I subscribe/unsubscribe to Paper Mart's e-mail newsletters?
Question/Topic: I can't log in to my account.
Question/Topic: I forgot my password.
Question/Topic: Is setting up an account for Canadian residents different?
Question/Topic: Security Information
Question/Topic: Is it safe to use a credit card?
Question/Topic: The Three Layers of Protection
Question/Topic: How secure is SSL encryption?
Question/Topic: What do professionals say?
Question/Topic: What we collect
Question/Topic: How we use it
Question/Topic: What are cookies?
Question/Topic: Does my computer need to accept cookies to shop at Paper
Question/Topic: How do I enable cookies within my browser?
Question/Topic: Lowest Price Guarantee
Question/Topic: How do I purchase items online?
Question/Topic: How do I phone in my order?
Question/Topic: Do telephone and website orders differ?
Question/Topic: Does Paper Mart ship outside of the U.S.?
Question/Topic: Can I have a sample?
Question/Topic: Can you customize or personalize products for my business needs?
Question/Topic: Can I get an item that is not sold on your website?
Question/Topic: Do you have a minimum order requirement?
Question/Topic: Do you offer discounts for Non Profit Organizations?
Question/Topic: Do you offer discounted pricing other than what is on the website?
Question/Topic: Do you offer distributor pricing?
Question/Topic: Can I buy less than a case?
Question/Topic: What are my payment choices?
Question/Topic: Can I pay by check over the phone?
Question/Topic: Do you accept PayPal?
Question/Topic: How do I open a Net Terms account?
Question/Topic: Do you allow Open Account payment for online orders?
Question/Topic: When will my credit card be charged?
Question/Topic: What is a C.O.D. charge?
Question/Topic: How do I cancel or change my order?
Question/Topic: Has my order shipped?
Question/Topic: Where is the e-mail confirmation for my order?
Question/Topic: I cannot find my order in order status.
Question/Topic: Where is my shipment
Question/Topic: What happens with backorder items?
Question/Topic: How can I tell what I have ordered in the past?
Question/Topic: What if an item is missing from my order?
Question/Topic: Do I have to pay sales tax?
Question/Topic: I have a California Resale card, how do I submit it?
Question/Topic: Can I get tax refunded for orders placed before I submitted the Resale form?
Question/Topic: Paper Mart Resale Form
Question/Topic: Crediting Your Refund
Question/Topic: How do I return or exchange an item?
Question/Topic: What if I received the wrong item?
Question/Topic: What if an item is missing from my order?
Question/Topic: What if I received a damaged or defective item?
Question/Topic: What if the item color does not match the picture?
Question/Topic: Are shipping and handling charges refundable?
Question/Topic: When will my credit appear on my account?
Question/Topic: Does Paper Mart ship outside of the U.S.?
Question/Topic: Where is my shipment?
Question/Topic: Can I track my package?
Question/Topic: Can I ship on my own carrier account?
Question/Topic: When will my order ship?
Question/Topic: How long will my shipment take to arrive?
Question/Topic: How much does shipping cost?
Question/Topic: What items require special handling?
Question/Topic: Terms for Shipping and Freight
Question/Topic: Southern California Shipping Policy
Question/Topic: Are there any additional shipping charges?
Question/Topic: Do you ship to Canada Via Motor Freight?
Question/Topic: Do I need to have a loading dock at my business to receive delivery via Motor Freight?
Question/Topic: Can you deliver via Motor Freight to my Residence, Church, Government Facility/Military Installation or Construction site?
Question/Topic: Do you ship to APO/FPO/DPO addresses?
Question/Topic: Do you ship to PO Boxes?
Question/Topic: Can I ship to multiple addresses?
Question/Topic: FedEx Home Delivery®
Question/Topic: FedEx 3 Day Express Saver®
Question/Topic: FedEx 2Day®
Question/Topic: FedEx Standard Overnight®
Question/Topic: FedEx Priority Overnight®
Question/Topic: FedEx Ground®
Question/Topic: FedEx International Ground®
Question/Topic: FedEx International Economy®
Question/Topic: Economy shipping (less than 5 pounds)
Question/Topic: UPS Ground
Question/Topic: Priority Mail
Question/Topic: Motor Freight Shipping
Question/Topic: Paper Mart Truck
Question/Topic: Will Call
Question/Topic: Freight Shipping
Question/Topic: Fuel Surcharge
Question/Topic: Delivery Area Surcharge
Question/Topic: Residential Delivery Area Surcharge
Question/Topic: FedEx Local®
Question/Topic: Legal