Shipping Policy

Order Processing

We generally ship all orders via FedEx, although we do occasionally use other couriers. A tracking number will be provided to you at the time of shipping. We process all orders during regular business hours (M–F, 9:00 AM – 5:00 PM EST).

Multiple Shipments Per Order

Although we will make every effort to ship your order complete in one shipment, we may occasionally break your order into multiple shipments in order to fulfill it as quickly as possible.

Delays

We utilize reputable shipping companies such as FedEx, Canada Post, and UPS, but delays can occasionally occur. DirectPaperSupply.com is not responsible for any damages resulting from shipment delays.

Lost Shipments

Lost shipments are rare but can occur. In the event of a lost shipment, simply email us at info@directpapersupply.com and let us know your order has not arrived. We will re-ship your order at no additional charge. DirectPaperSupply.com is not responsible for damages resulting from lost shipments.

Inaccurate Addresses

To ensure prompt delivery, we require a complete street address with a postal code. We are not responsible for shipments that are delayed or misdirected due to an inaccurate address being provided. If you inform us that the address provided was incorrect, we will make every effort to re-route the shipment to the correct address, although this may not always be possible.

Delivery Restrictions

DirectPaperSupply.com will deliver only to the street address provided by the customer. We do not offer installation or in-home delivery. It is the customer’s responsibility to bring large merchandise into the home or building. This includes items such as refrigerators, ovens, and other heavy goods.

Damaged, Lost, or Short Shipments

Damaged, lost, or short shipments should be reported to us immediately so that we can re-ship the merchandise and/or file a damage claim with the appropriate carrier. Please do not accept packages that are visibly opened or damaged. Keep all damaged goods and packaging exactly as delivered until instructed otherwise.

Be sure to inspect all freight-bound shipments before accepting the contents. If there is damage, report it to the delivery person and clearly mark the bill of lading as "DAMAGED". All damaged shipments must be reported to us within 24 hours of delivery. Please report all damages to: info@directpapersupply.com.

Direct Shipments

Occasionally, merchandise may be shipped directly from the manufacturer to the customer. While we strive to maintain the same delivery standards for these shipments, timelines may vary depending on the manufacturer’s location. If you require an item by a specific date, please call us at (800) 872-1951 or email us at info@directpapersupply.com, and we will confirm whether the item can be delivered within your desired timeframe.

Remote Regions

If your shipping address is located in a region deemed “remote” by FedEx or USPS, we may contact you to collect additional freight charges before processing your order. If you choose not to pay these charges, we will issue a full refund. Please note that more than 95% of customers do not reside in areas classified as "remote."