How long do I have to report a problem?
10 days from the delivery date shown on the tracking. Send photos within that window and the claim is covered.
Reprints and refunds
Misprints or damage reported within 10 days with photos are reprinted or refunded.
What does the 10-day policy cover?
- Print that differs from the approved proof: wrong color, missing color, misregistered or smudged ink.
- Paper that arrives torn, crushed, water-marked or creased inside the carton.
- Sheets cut to the wrong size, or rolls slit to the wrong width, against the quote.
- A short count against the quantity on the invoice, beyond normal trade tolerance.
- The wrong paper or coating against the quote, for instance wax paper where greaseproof was ordered.
- Cartons that never arrive, once the tracking confirms the loss.
How do I report a problem?
- Photograph the carton label, the damage or misprint, and the whole case, within 10 days of delivery.
- Email the photos and your order number to info@thegreaseproofpaper.com, or send them by WhatsApp.
- Tell us how many cartons are affected and whether you want a reprint or a refund.
- Keep the paper until we reply. We confirm within one business day and arrange collection at our cost if we need a case back.
- A reprint runs in 4–6 business days and ships free and tracked; a refund goes to the account that paid the invoice.
What is not covered
Errors that were on the proof you approved. The proof is the agreed artwork. A misspelled word, a wrong phone number or a logo placed too close to the fold prints as shown.
Color shift within normal trade tolerance, especially on kraft stock. Kraft is a natural brown that varies by batch, and one Pantone on two batches can look slightly different.
Sizes you approved that turn out wrong for the item, paper used outside its stated heat range, and damage after delivery. In each case we still quote a corrected reprint at the usual price, under the terms of sale.
How refunds are issued
A refund goes back to the account that paid the invoice, for the invoiced amount of the affected cases. If only part of the order is affected, the refund covers that part.
We issue it once the claim is agreed and email a credit note for your records.
Most buyers choose a reprint, because they still need the paper on the counter. A reprint ships free and tracked, like the first order.
Questions about reprints and refunds
What buyers ask before a first order. Type a word to filter the cards, or open one to read the full answer.
What photos do you need for a claim?
One of the carton label, one of the damage or misprint, and one of the whole case.
One of the carton label, one of the damage or misprint, and one of the whole case. Phone photos are fine; send them by email or by WhatsApp using the contact details for our team.
Do I have to send the paper back?
Usually no. Keep it until we have looked at the photos; if a case needs to come back we arrange that at our cost.
Do I choose between a reprint and a refund?
Yes, within reason. Most buyers take a reprint because they still need the paper; a refund is issued if you prefer.
How fast is a reprint?
A reprint runs in the usual 4–6 business days and ships free, tracked, in 2–3 business days.
Is a color difference a misprint?
Only if it falls outside normal trade tolerance. Kraft shifts a little from batch to batch; a wrong Pantone or a missing color is a misprint.
What if the error was on the proof I approved?
That is not covered. The approved proof is the agreed artwork, so check spelling, phone numbers and logo placement before you sign off.
What if only part of the order is damaged?
We reprint or refund the damaged cases only. Tell us how many cartons are affected and send a photo of each.
What if I missed the 10-day window?
Tell us anyway. We cannot promise a reprint after the window, but we look at every case.
Who pays for the reprint?
We do, including delivery. A reprint or refund costs you nothing when the fault is ours.
No match. Ask us on WhatsApp or call (503) 461-4788.
Tell us what you wrap
Send the paper, a size and a quantity, plus a logo if you have one. We reply in writing within one business day with a price and a free design proof. Prefer to talk? Call (503) 461-4788 or message us on WhatsApp.