Refund and Exchange Policy

Last Updated: April 8, 2025

At Cups and Green Paper Products, we're committed to your satisfaction. Please review this policy carefully before requesting a return or exchange.

1. Returns & Exchanges – Our Process

We accept returns and exchanges for specific situations, outlined below. To initiate a return or exchange, you must follow the steps detailed in Section 2.

2. Initiating a Return or Exchange:

To request a return or exchange, please contact Customer Service via email at cs@cupsgreenpaperproducts.com. Your email must include the following information:

  1. Order Number

  2. Full Name

  3. Email Address

  4. Phone Number

  5. Date of Order Receipt

  6. Reason for Return/Exchange: (Please select one and provide details)

    1. Received Damaged

    2. Incorrect Items Sent

    3. Other Reason: Please describe (Subject to customer service approval)

  7. Photos: Clear photos illustrating the issue (damage, incorrect item, etc.).

Within 1-2 business days, Customer Service will review your request and respond via email. If approved, you will receive a Return Merchandise Authorization (RMA) number and a prepaid FedEx return label (where applicable - see Section 3).

3. Return Shipping & RMA Numbers:

Prepaid Return Labels: For returns due to damaged items or incorrect items sent, we will provide a prepaid FedEx return label. Please use this label to ship the return.

Customer-Paid Return Shipping: For other return reasons (e.g., "Other" specified in Section 2), the customer is responsible for return shipping costs. We recommend using a trackable shipping service. An RMA number will still be issued for tracking purposes.

Packaging: Please return items in the original packaging whenever possible.

4. Refunds:

Once we receive the returned item, a refund will be issued to your original form of payment within 2-4 business days. Please allow 1-2 billing cycles for the credit to appear on your statement, as processing times vary by credit card company.

5. Exchanges (Replacement Items):

Replacement items will be shipped within 2 business days of your initial problem report. To be eligible for exchange, items must be sealed and unopened. We will ship the replacement item once your return has been received and inspected, unless otherwise stated in your initial communication with Customer Service.

6. Important Notes:

RMA Number Requirement: All returns must include an RMA number. Returns without an RMA number may be delayed or rejected.

Condition of Returned Items: Returned items must be in resalable condition (unless the return is due to damage or an error on our part).

Non-Returnable Items: Used and opened items are not returnable.