Loading... Please wait...

Categories

FAQ

We have provided below, a list of some commonly asked questions

ORDERING FAQ'S

Is there a minimum order amount?

There is no minimum order amount. In fact, many of our products are sold in any quantity, meaning that there are no prepackaged amounts that must be purchased. Most of our products offer quantity discounts based on the number required and you’ll see these detailed on our site.

Are your products available in any retail stores in my area?

Our products are only sold through our website and we do not have them for sale at any retail outlet.

I can't find the product that I am looking for on your website. Can you assist me?

We're happy to source other sizes or brands. Please contact us with your request.

Are all of your items stocked on location?

Not all items are stocked on location.

Please allow up to 7 business days for orders to be shipped.

If your order is urgent, please contact us before placing order and we will pleased to assist you.

What payment methods do you accept?

Payment options are presented during the checkout process.

Payment can be made by Visa, MasterCard, American Express or your PayPal Account, all processed through PayPal. Your credit card will be charged when the order enters our system. PayPal protects your financial information with industry-leading security and fraud prevention systems. We do not take credit card information over the phone for your security. PayPal is a secure payment environment.

Other payment options are Interac e-Transfer (formerly Email Money Transfer), available at most Canadian financial institutions through online banking, or by mailing a Money Order. Processing of the order will only begin after payment is received. The order confirmation email will contain instructions for processing your Interac e-Transfer payment.

Will I be charged tax on my order?

  • British Columbia customers are subject to 5% GST and 7% PST
  • Nova Scotia customers are subject to 15% HST
  • Ontario, New Brunswick and Newfoundland/Labrador customers are subject to 13% HST
  • PEI customers are subject to 14% HST
  • Other Canadian provinces are subject to 5% GST

Can I order by phone?

Ordering online is the best method.

Online orders ship quickest and we’ve found fewer mistakes happen when our customers input their own shipping information.

All credit card payments are processed through PayPal regardless of ordering method.

If you would prefer to order via email or phone the process would be as follows:

  • You would simply let us know the items and quantities you wish to order.
  • An invoice would be prepared and emailed to you.
  • We would then send a request for payment through PayPal so that you could pay by a credit card or a PayPal account.
  • Once payment is received your order would be processed.

If I have questions how can I contact you?

We are always happy to answer your questions. Please email us at info@paper-garden.ca

How can I be certain that I have the correct colour of paper, envelopes, pocket folders, etc. before I order?

Every attempt has been made to accurately represent the colours of the specialty papers sold at Paper Garden.

Please keep in mind each monitor will display colour images differently based on a variety of factors. Please use the images presented only as a guide.

Ordering a paper sample or paper chip sample to ensure colour suitability is highly recommended.

How do I order a chip sample?

This is a perfect way to find the paper colour you're searching for.

You would receive 1" square cover weight chips adhered to a card indicating each Brand and Colour choice. As these are pre-cut from cardstock we are unable to supply text weight paper chips. We'll also include a few 3 x 5 cardstock / paper samples to illustrate paper weights.

There is no cost to you if ordering only this item.

If you wish to order a paper chip sample, please refer to the Samples menu.

 

SHIPPING FAQ'S 

Do you ship outside of Canada?

Paper Garden is a Canadian company and currently ships only to addresses in Canada.

How much will it cost to ship my order?

Shipping costs can be found on our site. Simply add all items you’d like to the shopping cart and proceed to checkout. After entering the shipping address and choosing a payment method, click on ‘Checkout’ and the next page will display all shipping options and costs as well as the tax and final total. You can then either proceed to make payment or just abandon the shopping cart before entering any payment details.

What is the cheapest shipping method?

The majority of our customers choose Canada Post Expedited Parcel as their shipping option. It offers full product insurance, a tracking number and the most economical rates.

How are orders shipped?

Your order will be shipped by Canada Post or UPS according to the service options you choose. Shipping options and charges are indicated during the checkout process. Charges are determined by Canada Post / UPS and are based on size and weight.

How can I pay less for shipping if I only want to order a few sheets of paper or a couple of envelopes?

If your order can be safely sent in an envelope and is light weight (less than 500 grams), thin (less than 20 millimeters) and with overall dimensions of less than 380 millimeters by 270 millimeters it can be sent by Canada Post Lettermail.

The maximum amount for Lettermail shipping and handling charges is $6.50.

Canada Post's Lettermail service does not have a guaranteed delivery date (as with Expedited Parcel and XpressPost), the order will not have a tracking option, will not be insured for loss or damage and will be shipped in a rigid envelope rather than a box.

Unfortunately this option isn't available at check out. You would simply select and pay for Expedited Parcel service and, if your order qualifies, receive a refund when your product is shipped. If you would like to utilize Lettermail service and be refunded a portion of the shipping and handling charges please let us know during the checkout process by adding a comment in the 'Additional Information area.

 

RETURNS FAQ'S

What if the paper I ordered is the wrong colour?

We encourage ordering free chip samples to ensure the colour is suitable for your project before placing your product order.

We mail the complimentary samples as quickly as possible to ensure our customers receive them right away.

Of course if your product is the wrong colour you can return it for a refund as per our Return Policy.

How do I return an order?

We want you to be 100% satisfied with your online shopping experience.

If you find a problem with your order please review our Return Policy then email or call for return information and a return authorization number.

For proper credit, items should be:
Well packed to avoid damage during return shipment.
Please enclose a copy of your invoice, briefly explain the reason for the return and provide your return authorization number.
When we receive your return we will check to ensure the product is in its original condition, issue a credit memo and email you a copy.
Then we’ll immediately process the refund amount.

What is your return policy?

  • Returns must be in their original condition.
  • Amounts for any damaged product will be deducted from the refund.
  • Custom-cut paper cannot be returned. Please ensure your measurements are correct before ordering.
  • Sample Packs and Chip Charts are not eligible for return or refund.
  • Shipping charges are non-refundable and return shipping is the responsibility of the customer.
  • A Restocking Fee of 10% will be charged.
  • Returns must be made within 30 days of receipt.

How can I receive replacement product quickly?

If you require replacement items quickly we recommend placing a new order right away rather than waiting to receive the credit.

Where do I send my return?

After contacting us for a Return Authorization please send returns to:

Paper Garden
PO Box 77014
1238 Kingsway
Vancouver, BC V5V 5E7

Please note that credits can take up to 5 business days to process from receipt of package.

 

OTHER FAQ'S

Do you have information about postage costs with respect to which sizes would require additional postage?

When mailing wedding invitations, postage costs are usually influenced more by weight than by size.

The standard stamp that currently costs $0.85 can be used for any envelope (destination within Canada) measuring up to 245 mm x 156 mm (9 5/8” x 6 1/8” ) weighing 30 grams or less - it must also have a thickness of no more than 5 mm (3/16”).

The same size requirements apply to a piece mailed to a Canadian destination weighing over 30 grams and up to 50 grams, requiring a stamp that costs $1.20.

A square envelope is considered to be “Non-Standard Lettermail” and costs $1.80 for a weight up to 100 grams (destination within Canada).