FAQ – Paper Mart

Frequently Asked Questions

Orders & Purchases

Is there a minimum order?

No, there's no minimum order requirement, so buy what you need.

Can I buy less than a full case of something?

Products are sold in set package quantities to help keep prices low, so we're not able to break up a case.

Can I place my order over the phone?

Of course! Give us a call at 800-745-8800, ext. 2, Monday–Friday, 7 AM–4:30 PM PST, and we'll take care of it.

Can I cancel or change my order?

If it hasn't been processed yet, absolutely! Call us right away at 800-745-8800, ext. 2, and we'll do what we can. Once an order's in motion, changes may not be able to be made.

Why did my cart empty out after I closed my browser?

That happens when cookies are disabled — turn them on and your cart will remember what you added.

What payment methods do you accept?

Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, ACH for approved customers. We don't accept foreign currency.

Returns & Guarantee

What's your return policy?

Orders placed after August 27, 2026 are covered by our 30-day return policy (items must be in original, salable condition; shipping costs aren't refundable). Any damaged or defective items will always be replaced or refunded if reported within 30 days of delivery. Please note food-grade packaging that has been opened is not eligible for return. Factory direct and drop ship items are non-returnable.

How do I initiate a return?

To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.

How long does it take to process my return or exchange?

Once we receive your returned item, processing typically takes 7-14 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.

What if my item arrives damaged or defective?

Reach out to our Customer Care team within 30 days of delivery and we'll get it replaced or refunded.

What's an RMA number?

It's the tracking number for your return request — not a prepaid shipping label. Return shipping costs are the customer's responsibility.

Shipping & Tracking

When does my order ship?

Orders received Monday through Friday by 12:00 PM PST will be shipped the same day. Expedited orders received by 12:00 PM PST, Monday through Friday, will also be shipped the same day. If you place an order over the weekend, it will be processed and shipped on Monday. Our standard shipping methods are USPS Economy or FedEx Ground from Ontario, CA. For faster delivery, we offer FedEx 2-Day, 3-Day Air, and Overnight options.

Once you have all the items you need in your cart, you can select "Estimate Shipping" to view all available shipping options for your order.

Do you offer Expedited Shipping?

We offer expedited shipping options through FedEx. Orders placed by 12:00 PM PST, Monday through Friday, will be shipped the same day. Orders placed over the weekend will be processed and shipped on Monday.

How much does shipping cost?

You'll always see the exact shipping cost before you check out, so there are no surprises. A few situations (address corrections, remote areas, liftgate or residential delivery, etc.) can add fees.

Can I ship one order to multiple addresses?

You'll need to place a separate order for each shipping address.

Do you ship to APO/FPO/DPO addresses?

Yes, via USPS Priority Mail. Just note that business names aren't accepted on these shipments, and there are USPS size/weight limits — our team can walk you through it if needed.

Do you ship to Canada?

At this time, we do not ship internationally.

Do you ship outside the continental US?

Yes — Alaska, Hawaii, Puerto Rico, Guam, American Samoa, the US Virgin Islands, and Canada are all covered. Once you have your items in your cart you can estimate the shipping charges before checkout. Please note there may be incurred tariffs, taxes, customs and brokerage fees for which you are responsible for and are not included in the shipping.

Discounts & Samples

Is your online pricing already discounted?

Yes, our website prices are already at wholesale rates. Larger quantities may unlock additional bulk discounts automatically at checkout.

Do you offer discounts for bigger orders?

Definitely. Contact us to get a custom quote.

Can I get a free sample?

We're not able to offer individual samples right now, since many items ship straight from our manufacturing partners, but reach out and our team will happily help you find the right product.

Security & Contact

Is it safe to enter my payment info on your site?

Yes, checkout is SSL-encrypted and secured by DigiCert, and major credit cards carry zero-liability protection against unauthorized charges.

What are your phone numbers and hours?

Customer Care & Sales: 800-745-8800, ext. 2, Monday–Friday, 7 AM–4:30 PM PST. Will Call pickup: 8 AM–3 PM PST. Please contact us during those hours, and we'll be happy to assist you. Message and data rates may apply. Reply STOP to opt out.

Transition FAQ

What's changing?

On August 27, 2026, a new, independently owned company acquired the Paper Mart brand and PaperMart.com. The name stays, and the team includes people who know this business well. We're excited to keep helping you bring your ideas to life! A few things behind the scenes are changing as part of that handover, which is what this page is for.

Will my account and order history still work?

Yes. Your account and order history are carrying over to the new PaperMart.com, but you will be prompted to set a new password the first time you sign up. No need to create a new account.

What happens to an order I placed before August 28, 2026?

Orders placed before August 28, 2026 were placed with Frick Paper LLC, the company that operated as Paper Mart before the transition, and Frick Paper remains responsible for fulfilling, tracking, and supporting those orders. If you have a question about an order placed before that date, please contact Frick Paper directly at accountspayable@papermartlegacy.com.

Can I return an item or get a refund for something I bought before the transition August 28, 2026?

Returns and refunds for orders placed before August 28, 2026 are handled by Frick Paper, not the new PaperMart.com. Please contact Frick Paper directly at accountspayable@papermartlegacy.com using the information above. For orders placed with us on or after August 28, 2026, our standard return policy applies: Return Policy

Is there a loyalty or rewards program?

Not yet. As we get this new chapter up and running, we're starting fresh, so there isn't a loyalty program in place at launch. We're planning one for the future and will let you know as soon as it's ready. Rewards points from before the transition were part of Frick Paper's program and aren't carrying over.

Do you still have the gift cards/store credit I had before?

Paper Mart did not have a gift card or store credit program before the transition, so this doesn't apply. The old Rewards programs ended July 31, 2026.

What if I can't find a product I'm looking for?

We're actively expanding our product offerings and would love to know what you're hoping to see. Email us at info@papermart.com and let us know. Your input goes a long way in shaping what we carry next.

Will I still get emails from Paper Mart?

If you were opted in to Paper Mart emails before the transition, you'll continue to hear from us about products, promotions, and updates. And if you'd rather not receive emails, you can unsubscribe anytime using the link at the bottom of any email.

Who do I contact with questions?

For anything related to new orders, products, or general questions, our team is here to help at papermart.com/contact. For questions about an order placed before August 28, 2026, reach out to Frick Paper at accountspayable@papermartlegacy.com.

Will all products still be available?

Custom printing - We are in the process of setting up. Call us to manually place your order.