Reprints and refunds
If a carton arrives damaged or the print does not match the approved proof, tell us within 10 days with photos and we reprint or refund it.
What is covered
- Print that does not match the approved proof: wrong color, wrong position, missing elements or a visible registration shift.
- Paper that arrived crushed, torn, wet or stained in transit.
- The wrong paper, color, size or quantity against the quote you accepted.
- Rolls that will not feed in a standard counter dispenser because the core or the winding is at fault.
- Sheets cut outside the usual trade tolerance for the size on your quote.
- Cartons that never arrive, once tracking confirms the loss.
How to report a problem
- Photograph the problem within 10 days of delivery: the carton label, the outside of the box and the paper itself in daylight.
- Email the photos to info@shopbutcherpaper.com with the quote number from the subject line of your proof or invoice.
- Say whether you want a reprint or a refund. Most buyers take the reprint, since the artwork is already set up.
- We reply within one business day with a decision and, for a reprint, a new production date.
- Keep the paper until we confirm. In nearly every case you keep it anyway and nothing goes back.
What is not covered
A proof you approved is the standard the print is checked against. A typo, an old phone number or a logo in the wrong corner is not a misprint if the proof showed it that way.
Pink and kraft are natural-looking papers whose shade varies a little from run to run. A slight shift in the paper shade, or a logo that prints a touch darker on one batch of kraft, is within trade tolerance.
Paper that was stored damp, used in the wrong dispenser or ordered in the wrong size is also outside the policy. We will still quote a replacement.
How refunds are issued
A refund goes back the way the invoice was paid, to the same account, within a few business days of our confirmation. You get an email when it is sent.
A partial refund is offered when only part of a run is affected; for example, one crushed carton out of four. A reprint of the affected part is usually faster than waiting for a refund to clear.
Questions about reprints and refunds
Do I have to send the damaged paper back?
No. Photos are enough. Keep the paper or throw it out; we do not ask for returns because the shipping would cost more than the paper.
What photos do you actually need?
Three: the carton label, the damage on the outside of the carton and the paper itself. For a misprint, one clear photo of a sheet next to the approved proof on a screen is ideal.
I missed the 10-day window. Is there anything you can do?
Tell us anyway. The policy stops at 10 days because transit damage must be claimed quickly, but a clear misprint reported later is still looked at case by case.
How long does a reprint take?
The same 4 to 6 business days as the original, plus free delivery. The proof is already approved so nothing waits on artwork.
I ordered the wrong width. Can I swap it?
Not as a return, since the paper was cut to your quote. We quote the right width straight away and get it moving.
The pink looks lighter than last time. Is that a misprint?
Usually not. Pink paper varies slightly between runs and lots, and a small shade difference is normal. Send a photo of both and we will tell you honestly.
Can I cancel after approving the proof?
Only before production starts. Once the paper is on press or being cut, it is yours. Email the moment you change your mind and we check where it sits.
Will a reprint be checked against the proof again?
Yes, and against the photos you sent. The reprint goes out with a note of what was corrected.
What if only some sheets in the carton are damaged?
Count or estimate the affected sheets and say so. We reprint or refund that share rather than the whole order, unless the whole carton was soaked.
Does damage from my own dispenser count?
No. A roll torn by a dull blade or a dispenser that is too narrow is not transit damage. The roll and sheet sizes chart helps you match a width to the dispenser you have.
Something else? 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, for printed paper, a free design proof. Prefer to talk? Call (503) 461-4788 or message us on WhatsApp.