Last updated: May 2026
Our Promise
At Paper Pals we want every pal to love what they buy. If something isn't right, reach out within 30 days of delivery and we'll work with you to make it right — refund, replacement, or store credit, your choice.
Eligibility
- Items must be returned within 30 days of the delivery date.
- Products must be unused, unwashed, and in their original packaging.
- Free sample packs are not eligible for return (you only paid shipping).
- Membership fees are billed monthly and are non-refundable after the billing date — but you can cancel anytime to stop future charges.
How to Request a Refund
- Email info@paperpals.io with your order number and the reason for return.
- We'll respond within 1–2 business days with a return authorization and instructions.
- Ship the item back to our Richmond, BC facility (return shipping is the customer's responsibility unless the product was defective or shipped incorrectly).
- Once received and inspected, your refund is issued to the original payment method within 5–10 business days.
Damaged or Wrong Item
If your order arrives damaged or you received the wrong product, email us within 7 days with a photo. We'll replace it or refund you in full — and we'll cover return shipping.
Late or Missing Refunds
If you haven't received a refund after 10 business days, first check with your bank or credit card company — processing can take additional time. If you've done that and still haven't received it, contact us at info@paperpals.io.
Questions
Email info@paperpals.io or write to us at Paper Pals, 2633 Simpson Rd Unit #1020, Richmond, BC V6X 0B9, Canada.