Customer Service

DELIVERY TIME & FEES

PAPER PROVISION PRODUCTS (SHIPPED FROM AUSTRALIA & CANADA)

 

LOCAL DELIVERY (within Australia & Canada): Price varies based on weight & preferences (regular/express).
Please use the shipping calculator at the check-out to calculate postage.
REGULAR 2-7 business days via AU POST/CA POST + handling (3-5 business days)
EXPRESS 2-4 business days via AU POST/CA POST + handling (3-5 business days)

 

INTERNATIONAL (Outside Australia & Canada): FLAT AUD 35 (Approx. USD 25)
REGULAR: 7-10 business days via AU POST/CA POST + handling (3-5 business days)

 

All orders by Paper Provision will ship out by Friday of the week. For all orders received on Friday, we will try our best to ship out same-day but cannot make any promises. In that case, orders placed on Friday will ship out the following week.

 

OLIVER GAL PRODUCTS (SHIPPED FROM U.S.)

 

OUTSIDE US & CANADA
REGULAR: Flat Fee AUD 25 (Approx. USD 18.50), 6-10 business days via USPS + handling (3-4 days)
EXPRESS: Flat Fee AUD 35 (Approx. USD 26), 2-4 business days via USPS Express/DHL + handling (3-4 days)

 

US DELIVERY: Price varies by weight & regions.
Please use the shipping calculator at the check-out to calculate postage.
REGULAR: 2 business days via USPS + handling (3-4 days)

 

CANADA DELIVERY: Price varies by items (canvas/prints) and weight.
Please use the shipping calculator at the check-out to calculate postage.
CANVASSES + PRINTS:
REGULAR: 6-10 business days via USPS + handling (3-4 days)
EXPRESS: 2-4 business days via USPS/DHL + handling (3-4 days)
PRINTS ONLY:
REGULAR: Flat Fee AUD 40 (Approx. CAD 37), 6-10 business days via USPS + handling (3-4 days)
EXPRESS: Flat Fee AUD 55 (Approx. CAD 51), 2-4 business days via USPS/DHL + handling (3-4 days)

 

OLIVER GAL + PP PRODUCTS COMBINED

 

— Price varies by weight & regions
— Please use the shipping calculator at the check-out to calculate postage
— Your items might come in separate packages
— Please allow 10-15 business days to complete your delivery

 

If Customs charges occur please note that you, the buyer, are 100% responsible for the fees. We, the seller, are not responsible for customs charges. Please note that International orders can sometimes take up to 2-3 weeks to arrive after they are shipped since all orders must pass through customs and the time frame that this takes is totally out of our hands.
CONTACT US
Please use this contact form and we’ll get back to you within 48 hours.
TRACKING MY ORDER
USE TRACKING LINK WE SENT YOU
Before contacting us about the whereabouts of your order, make sure you check your inbox for tracking notification email that we send usually within 3-7 days of purchase. You can click on the tracking link in the email to see the status of your delivery. Please let 14 days pass due to delays in customs if it’s an international order.
Where’s my order: help@paperprovision.com

 

MY TRACKING NUMBER SAYS THAT THE PACKAGE IS DELIVERED, BUT I DIDN’T SEE IT IN MY MAILBOX

Your package could have been on hold, lost or stolen. But before you jump to that conclusion, I advise that you first check with your neighbours to make sure they didn’t accidentally get it. We have also had cases where local post offices hold the packages, for some reason. So we recommend checking in with them to see if they have it. You must work quickly, though, if you let too many days pass by the post office may not be able to help you. If you’re super panic about it even after doing all of the above, you can also email us at help@paperprovision.com and we’ll do our best to help you investigate.
RETURNS & EXCHANGES

If you have any problems with your order (not received, not what you were expecting, etc. ) PLEASE contact us so that we can make it right. We truly want to please our customers and will always try our hardest to resolve any situations that come up.

 

MAKE SURE YOUR ORDER QUALIFIES. THEY MAY BE RETURNED SO LONG AS:

  • Damaged/Defective/Faulty Delivery
  • Unused and opened
  • Claimed within 48 hours of package arrival
  • Returned and postmarked within 7 days of receipt
  • You agree to pay the return shipping fee

 

PLEASE NOTE THAT WE DO NOT ACCEPT EXCHANGES AFTER ORDER CONFIRMATION. ALL SALES ARE FINAL. WE DO NOT PROVIDE REFUNDS OR CASH BACK IF YOU CHANGE YOUR MIND. PLEASE INSPECT YOUR PURCHASE AS SOON AS IT ARRIVES. DAMAGE CLAIMS MUST BE MADE WITHIN 48 HOURS OF PACKAGE ARRIVAL. NO CLAIMS CAN BE MADE AFTER 48 HOURS. IF FOR SOME REASON THERE IS DAMAGE OR DEFECT TO YOUR ITEM, PLEASE TAKE A DIGITAL PHOTO OF THE ITEM, THE PACKAGE, ALONG WITH YOUR ORDER NUMBER AND CONTACT DETAILS AND SEND VIA EMAIL TO RETURNS@PAPERPROVISION.COM IMMEDIATELY FOR A REPLACEMENT.

 

2. RETURN YOUR ORDER AND PACKING SLIP

Send your order, along with its original packing slip to our warehouse:

PAPER PROVISION (Melbourne, Australia)
Attn: RETURNS
41 Production Drive, Campbellfield VIC 3061

 

PLEASE KEEP THE TRACKING NUMBER AND ANY OTHER RELEVANT SHIPPING INFORMATION IN THE UNLIKELY EVENT WE DO NOT RECEIVE YOUR RETURN SHIPMENT. ONCE YOUR RETURNED ORDER IS RECEIVED, WE WILL SEND THE NEW SHIPMENT WITHIN 2-7 BUSINESS DAYS. IF YOU’RE UNSURE WHETHER YOUR ORDER QUALIFIES FOR A RETURN, YOU MAY CONTACT US DIRECTLY AT RETURNS@PAPERPROVISION.COM AND WE WILL ASSIST YOU IN ANYWAY WE CAN!
DELIVERY TAX IN YOUR COUNTRY
International delivery can be subject to customs or import duties at point of destination.  In these circumstances, please be aware that it is the customer’s responsibility to pay any charges associated in releasing the goods from shipment. Unfortunately, we are unable to estimate these charges so we encourage you to contact your local customs office for further information.
PAYMENT & SECURITY

PAYMENT

We use PAYPAL to process orders via Paypal and Credit Cards (Visa, Master, AMEX). You DO NOT need a Paypal account to pay. You can simply pay with any major credit card.

 

SECURITY & DISCLOSURE TO THIRD PARTY

Paper Provision takes the security of your personal information very seriously. We will never share your information with any third party, except for a few exceptions below.

 

We work together with third party companies who provide information processing services. The information we share is limited to the data necessary for the third parties to provide their services. We use these companies for the following services:

 

PAYPAL: collecting payment when you shop on our website.
KLAVIYO: collecting emails and sending out email newsletters and your purchase information.
FACEBOOK PIXEL: collecting your public profile for sending out relevant offers

 

These companies are obligated to protect your information in accordance with data protection law and provide the necessary safeguards if they are outside of the EU. The companies are bound by our instructions and are not allowed to use the shared data for any other purpose.

 

The information we collect when you shop on our Paper Provision website (name, email and contact number) is for the sole purpose of order processing and shipping. We will never share or sell your information to any third party.

 

Paper Provision’s Secured Socket Layer (SSL) uses the latest, industry-standard 256-bit encryption technology to ensure that your personal information is protected, and cannot be read or intercepted as it travels to our payment processing system.

 

However, when transmitting Personal Information from your computer to the Paper Provision website, you must keep in mind that the transmission of information over the Internet is not always completely secure or error-free. Other than the liability that cannot lawfully be excluded, we will not be liable in any way in relation to any breach of security or any unintended loss or disclosure of that information. We cannot guarantee the security of any Personal Information transmitted over the internet and therefore you disclose information to us at your own risk. So please take care when sharing your personal information over the internet.

 

PAPER PROVISION AND GDPR

WHAT IS GDPR?

The GDPR regulates the processing of personal data belonging to EU citizens, and is designed to strengthen and unify data protection for everyone within the European Union. Companies processing and holding the personal data of citizens residing in the European Union, regardless of the company’s location, are required to comply with this regulation.

 

Under the GDPR, an individual residing in the European Union has enhanced privacy rights, including the right to request deletion, correction, access, or an export of your data. If you’d like to request deletion, correction, access, or an export of your data, please contact us at hello@paperprovision.com.

 

We reserve the right to modify this Privacy Policy in whole or in part from time to time without notice and amendments will be effective immediately upon posting of the amended Privacy Policy on our website.

 

 

Date: May 25th, 2018.