Shipping + Returns
Please Note: Due to Covid-19, we are experiencing some interruptions and delays in our shipping process/delivery. We will endeavour to get items to you as quickly as we can, however, there may be delays at this time. Thank you for your patience.
Customer service is the cornerstone of our business! We are so pleased to be able to provide FREE SHIPPING for all items in our store, for over 90 countries!!
Please see the chart below to view information for particular countries.
The average processing time is approximately 1 to 5 business days. We strive to keep this time to a minimum, but sometimes other factors come into play, such as lack of stock, busy times of year, statutory holidays, etc. Sometimes, although it is rare, orders may take up to 10 business days to process. Don't worry your package is coming!
|Shipping Method||Region||Shipping Time
Canada*, United States
|3 - 10 weeks|
United Kingdom, France, Spain, Germany, Netherlands, Ukraine, Japan, Belgium, Denmark, Finland, Ireland, Norway, Portugal, Sweden, Switzerland
|3 - 10 weeks|
Brazil*, Russia, Argentina*, Chile*, Peru, Italy*, Colombia, Mexico
|3 - 10 weeks|
All Other Countries
|3 - 10 weeks|
*Please note that tracking is not available for free international shipping.
However, you may contact us at any time by email at firstname.lastname@example.org to receive a status update regarding your order.
*Please note that due to the extra holding time imposed by Canada Border Services Agency, standard international packages may take up to 3 months coming into Canada from our warehouses in Asia.
*Please also note that due to Customs clearance, parcels to Argentina, Brazil, Chile, and Italy may be subjected to extra holding time.
Your order may arrive in multiple packages. If your order is sent in multiple shipments, we will not charge you extra for each shipment.
For selected items, we offer expedited shipping for extra charges. If your item is available for expedited shipping, you will be able to select it at checkout.
In some cases, there will be VAT (Value Added Tax), other taxes, customs duties and/or fees levied by your destination country. These additional charges for taxes or customs clearance charges are the responsibility of the recipient. Unfortunately, we cannot estimate what the charges may be since customs and taxation policies vary widely from country to country. For further details, please contact your destination local customs office or visit their official website. In some cases, customs clearance procedures are required; under these circumstances, delays may occur, which will affect our original delivery estimation time.
CANCELLATIONS, RETURNS & DAMAGES
1. Can I make changes to or cancel my order?
We will do out utmost at Paper Donkey to get our orders fulfilled as quickly as possible! Speed and efficiency are valued by our "herd"! Therefore, as soon as the payment is accepted and the order is confirmed, it is immediately enters our fulfillment process to be packed and shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed and set aside for shipping.
Please email us at email@example.com as soon as possible with the subject line "Cancellation" along with your full name and order number and we will do our best to help. Our job is to make your life easier, not harder. Life is at times overwhelming, we get it.
2. What is your RETURN POLICY?
We apologize that you are feeling the need to return an item. We always want your shopping experience with Paper Donkey to be excellent, so send us an email at firstname.lastname@example.org within 45 days (yes, you read that correctly, 45 days!!) of receipt of your items, with your order number, the name of the product(s), a picture of the product(s) and the reason why it didn't work out for you.
We will do our best to resend any missing or damaged items or issue a refund upon request.
3. Can I exchange a product?
Sorry, at this time, we do not offer direct exchanges on any of our products.
4. How long does it take to receive the refund?
You should expect to receive your refund within three weeks of notifying us of any itmes lost in transit or damaged. However, in many cases you will receive a refund more quickly.