Documented fast. Debated later.

Industrial paper programs need a claims process built for production urgency. The steps below protect your shift and give manufacturing partners evidence they can act on.

Return authorization

Do not ship material back without a written return authorization (RA). Unauthorized returns may be refused at the dock. Stocked items in original packing may qualify for RA within fourteen days of delivery if unused.

Converted & mill-direct lots

Custom converting and mill-direct production are generally non-returnable except for verified quality defects covered under our claims process.

Quality claims — what to send

Hold the affected material when safe. Capture photos of packaging, edges, and sheet defects. Note press conditions, ink system, and where in the run the issue appeared. Include lot codes from wrap or invoice.

Response timeline

Complete claim packages are acknowledged within one business day. Investigation length depends on whether the lot is hub-stocked or mill-origin and whether samples must travel for evaluation.

Remedies

Verified defects may be addressed by replacement, credit, or agreed disposition of remaining material. We investigate handling and process factors honestly when the root cause is not a mill defect.

What is not a claim

Buyer-ordered wrong sizes, unapproved substitutions requested after confirmation, and damage from improper storage after delivery are outside standard quality claims.