Shipping & Returns
HOW LONG DOES YOUR ORDER TAKE TO PROCESS?
Regular orders are processed to be shipped in 2-4 business days.
Wholesale orders & business subscription orders are processed within 5 business days.
HOW LONG DOES YOUR ORDER TAKE TO SHIP?
All orders are shipped with Canada Post, UPS, or Purolator standard ground shipping which can take 3-10 business days to be delivered from the first tracking movement. All PAUME products are ineligible for air freight (due to flammable goods limitations by the IATA).
Due to periods of unforeseen high demand, we occasionally offer the opportunity for customers to “pre order” a product. This feature is meant to ensure customers have an opportunity to reserve their shipment, once the product is available for fulfillment. PAUME reserves the right to alter expected ship dates at any time, and without notice. Similarly, all customers who purchase using the preorder functionality, hereby acknowledge that they are pre-ordering a future-available product, and understand that expected ship date will be at the sole discretion of PAUME. All pre-orders will be shipped based on a “first come, first serve” basis. When pre-ordering, you'll be charged the whole amount of the order at checkout. The order will only ship once all items are in stock. We do not split shipments as items become available. If at any time you wish to cancel your preorder, please contact us at email@example.com.
REFUND OR REPLACEMENT OF DAMAGED PRODUCTS:
If you received a package that has suffered damage during shipment that affected PAUME’s product quality, you'll need to inform us within 7 days of the delivery date.
To open and file the claim, you'll need to email firstname.lastname@example.org the following (no claims will be processed unless this documentation is submitted):
- Picture or video of the damaged item(s).
- Picture of the shipping box the products were delivered in.
- Picture of the shipping label on the shipping box.
PAUME is unable to process a claim of a product damaged during transportation after 7 calendar days from the delivery date.
If you discard the products, and are unable to provide documentation of the damaged item(s), we will not be able to honour a refund/replacement.
Damaged products purchased through third party retailers must be claimed directly to them. We are unable to process claims of damaged products that haven’t been ordered directly through mypaume.com.
HAVEN’T RECEIVED YOUR ITEMS?
The carriers we use ship millions of packages a day. Unfortunately, some issues can arise from time to time, such as loss of tracking, delayed tracking, etc. Most of the time, the items are recovered and delivered, but in the event that a package is lost, we can definitely help you with the claims process and, in most cases, get your order resent instantly.
If you believe your package is lost and you have not received tracking updates for at least 20 days, please send us an email at email@example.com (include your order number) and we'll try to resolve the issue as quickly as possible.
Please note that claims of packages that got lost in-transit must be made within 90 days from the shipping date in order to be honored a refund or replacement.
CAN PAUME SHIP TO PO BOXES?
No. Due to the flammability specifications of the product, couriers do not permit shipment to P.O. Boxes. If a customer enters a P.O. Box, the courier service will return the shipment, and the customer will be responsible for the cost of a second shipment.
DID YOU ENTER AN INCORRECT SHIPPING ADDRESS?
It is the customer’s responsibility to confirm, before placing their order, that the designated shipping address is accurate. Any orders whose shipping address was incorrectly entered, resulting in couriers inability to deliver, will be subject to an additional shipping charge ranging from $4 to $30 based on original order size.
We typically process our orders and prepare shipment within hours after an order is placed, thus it is not possible for us to alter a confirmed shipping address. If the customer entered an incorrect shipping address, it is best practice to contact the courier with your tracking number to update the shipping address.
Should the customer wish to receive a full refund for an unsuccessful delivery, PAUME will refund 100% of the product value less the applicable shipping and 15% safety restocking fee. Should an order be delivered successfully to an incorrectly entered address, and PAUME is unable to recover the delivered products, then a refund for either the products or shipping will be unavailable.
MY TRACKING NUMBER SAYS MY PRODUCT IS DELIVERED, BUT I DIDN’T RECEIVE IT.
Once a shipment is "confirmed delivered" by the courier, we, PAUME, can no longer accept refund requests, or inquire as to the order status. If the customer has a shipment that has been confirmed delivered, yet they are not in receipt of the product, it is the customers responsibility to contact and file a claim with the courier. You should contact the courier so that they can provide you further information on where your order was scanned upon delivery.
Please note that it is the customer's responsibility to ensure the destination address is secure to receive packages. We provide a tracking number to ensure the receiver is at the location the day of the delivery to locate the package.
CAN I MODIFY THE SHIPPING ADDRESS OF MY ORDER?
Once an order is successfully placed, we can only modify the shipping address if this hasn’t been picked up for fulfillment. If a package has been picked up for fulfillment or shipped, we can no longer modify the shipping address provided during checkout.
CAN I CANCEL MY ORDER BEFORE IT SHIPS?
Once an order is successfully placed, we cannot accept "cancellations" or immediate refunds since the information is transferred to our logistics partner who processes orders immediately. If you wish to return your product, you must wait until the product is received, and then follow the Return Instructions on this page to be eligible for your refund. Please note that inquiries emailed to any contact email other than firstname.lastname@example.org will not be valid as request of modification or cancelation.
WHERE IS MY PACKAGE?
Packages will be left outside the residential or commercial address input during checkout. Please make sure to check your tracking to pick up your package when it has been marked as delivered. We can no longer accept refund requests if your tracking shows that the package has been delivered. It is the customer’s responsibility to be at the destination address upon delivery to avoid any theft or issue with the delivery.
If your package has been marked as delivered, and you are unable to locate it, you will have to contact USPS or Fedex directly to start a claim with them.