Shipping Policy

Custom Paper Ltd. (“Custom Paper”, “we” and “us”) is the operator of the website ( and the customer portal (both referred to as “Website”). By placing an order through our Website you agree to the terms below. This policy ensures both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.


We stock hundreds of items and manufacture hundreds more which are either generally not stocked items or are Custom Manufactured. We endeavor to have an expedient shipping program where most shipments leave our facility in 1 – 2 days of receipt of order. If there is an item which we are not able to fulfill on your order immediately, we will work to create the item in as quick a time frame as is possible. This may result in products being backordered for later shipping. 

Shipping Costs

Shipping costs for customers who have prepaid freight will have all costs of freight included with the price of the goods on the invoice so long as prepaid minimums are met. If the order amount is below the prepaid minimum additional freight charges will be applied as they are incurred. For customers without prepaid freight, we will ship your product using one of our freight carriers, and add the cost of freight to your invoice. Should you wish to use your own freight carrier or own account please inform us of this and we accommodate the request, and whereby you will be responsible for paying the freight costs.


Return Due to Change Of Mind
Return shipping fees will be paid at the customers expense. Once returns are received and accepted, refunds will be processed to account credit. There is a 25% restocking fee for returned items. We will refund the value of the goods returned but will NOT refund the value of any shipping paid. We will notify you once this has been completed by e-mail. Returns, are not permitted for Custom Manufactured or non-stocking items.

Warranty Returns

Custom Paper will process your warranty claim within 7 days of receipt of items.
Once a warranty claim is confirmed, we will rectify the issue using one of the below methods:
  1. refund to your payment method
  2. a credit to your commercial account
  3. a replacement item sent to you

Delivery Terms 

Transit Time Canada

In general, domestic shipments are in transit for 1 – 7 days.

Transit time USA

Generally, orders shipped internationally are in transit for 2 – 10 days. 

Dispatch Time

Orders are usually dispatched within 1 – 2 days of receipt of order, except for Custom Manufactured or non-stocking items. Our sales and shipping departments operate on Monday – Friday during standard business hours, except on national holidays.

Change Of Delivery Address

We can change the address at any time before the order has been shipped with the freight carrier.

P.O. Box Shipping

Custom Paper is only able to ship to P.O. box addresses using postal services only. 

Out Of Stock Items

If an item is out of stock or unavailable, we will either wait for the item to be available before shipping your order or contact you about the item if a lengthy delay is required.

Longer Delivery Times

Delivery times can vary and are generally outside the control of Custom Paper. We work with reputable market leading freight carriers to provide exceptional service and cost competitiveness in all regions. If delivery is taking longer than anticipated, please contact us so that we can investigation the cause of delay.

Tracking of Shipments

The freight carrier used and the shipments tracking number are shown on each invoice. You are able to track your shipment through the freight carriers website or by contacting the carrier directly. If you should require assistance tracking your shipment Custom Paper will assist you in this.

Shipments Damaged and Lost In Transit

In order for us to process freight claims for damaged or lost items we need your assistance in the process. If your shipment is damaged in-transit, please ensure that you do the following steps:

Mark on the freight carriers Bill of Lading (weigh bill) any damage or items lost before you sign the freight document
Have the driver sign the freight document as acknowledgement of lost or damaged items
Where there is damage, take a picture of the entire shipment as and individual pictures of damage
Contact us directly by e-mail or telephone to go over the issue and determine an appropriate course of action to remedy the situation.

For shipments damaged in transit we will process a refund or replacement as soon as the freight carrier has completed their investigation into the claim. For shipments lost in transit will process a refund or replacement as soon as the freight carrier has conducted an investigation and deemed the shipment lost.

Duties & Taxes

Sales Tax

Sales tax has already been applied to the price of the goods as is required. The tax amount is shown on the final invoice. Taxes are not shown on the Portal, to ensure that the correct tax amount is applied as we ship to all sales tax jurisdictions in North America.

Import Duties & Taxes

All Import Duties and Taxes for international shipments to the USA are pre-paid by Custom Paper, without any additional fees to be paid by the customer upon arrival in destination country.

Cancellations and Changes to Orders

For Standard stocking items

If you change your mind, we can accept changes and cancellations at any time before the order has been shipped from our facility. If an order has already been shipped, please refer to our return policy.

For Custom Manufactured and non-stocking items

If you change your mind, we can accept changes and cancellations at any time before the order has been manufactured. If an order has already been manufactured, please refer to our return policy.

Shipping Surcharges

Shipping surcharges beyond the base freight rate and fuel surcharge may occur. These surcharges can include: fees for additional carrier tariffs for temporary cost increases (such as for route diversion from construction and disasters), highly inflationary shipping costs outside of the product we sell and outside of price increases such as pallets, and other surcharges as they occur. While we attempt to maintain our cost as consistently as possible, we may be required to pass these surcharges on and add the cost to your invoice.


Shipments are insured for loss and damage up to the value as stated by the freight carrier.

Customer Service

For all customer service enquiries, please email us at

Contacting Us

If you have any questions or concerns about this policy, the practices of this site, or your dealings with this site, please contact us at:

Custom Paper Ltd.
Unit 120, 5900 No. 2 Road
Richmond, BC, Canada, V7C 4R9
Free Estimate