Returns & Refunds
Our Policy for Sanitary Paper Products
This Returns & Refunds Policy explains how returns, cancellations, and refunds work for orders placed with Tissue Delivery.com ("we," "us," or "our"). Because we supply sanitary paper products, our policy follows the health and safety standards common to hygiene-product retailers in the United States.
By placing a subscription order with us, you agree to this policy, which forms part of our Terms of Service. Please read it carefully before you order.
No Returns
Sanitary products cannot be returned once an order ships.
40% Restocking Fee
Applies to any refund approved at our discretion.
Cancel Anytime
Stop future subscription charges before your billing date.
We Fix Our Errors
Damaged, defective, or wrong items are replaced free.
Overview
We want you to be happy with every delivery. At the same time, toilet paper, paper towels, and similar products are sanitary hygiene items, and health and safety standards limit our ability to accept returns once a product has left our facility.
This policy sets out when returns are and are not possible, when a refund may be issued, the restocking fee that applies to approved refunds, and how we handle problems such as damaged, defective, incorrect, or missing deliveries. It applies to your recurring subscription orders.
Sanitary Products: All Sales Are Final
For health, hygiene, and safety reasons, our paper products cannot be returned once an order has shipped. This is standard practice for sanitary and personal-care goods, because once these items leave our controlled facility we can no longer guarantee they are safe to restock or resell.
All sales are final. Because our products are sanitary hygiene items, we do not accept physical returns of any product, whether opened or unopened, once it has been shipped or delivered.
This does not affect your legal rights in the case of products that arrive damaged, defective, or incorrect. Those situations are covered in Section 6, and never require you to return a used hygiene product.
40% Restocking Fee
Because returns are not accepted, refunds are issued only in limited circumstances and at our discretion, as described in this policy. Where we do approve a refund for an order that has already been processed, charged, or prepared for shipment, a restocking fee applies.
A 40% restocking fee will be deducted from the value of any approved refund. This means you would receive 60% of the eligible product price back. The fee covers order processing, handling, inspection, and the cost of removing products from our regular supply cycle.
How the Restocking Fee Is Calculated
| Eligible Product Value | Restocking Fee (40%) | Amount Refunded (60%) |
|---|---|---|
| $29.99 | $12.00 | $17.99 |
| $49.99 | $20.00 | $29.99 |
| $74.99 | $30.00 | $44.99 |
| $99.99 | $40.00 | $59.99 |
The restocking fee is applied to the product value only. Shipping, delivery fees, and taxes are handled as described in Section 9. The restocking fee does not apply to replacements for damaged, defective, or incorrect items, which are provided at no cost to you.
Subscription Billing & Cancellations
Our subscriptions renew automatically each month. Recurring orders are charged on the 5th and delivered by the 10th. You can cancel, pause, or change your plan at any time through your account billing portal or by contacting us.
- Cancel before the 5th to stop your next charge and delivery. Cancelling prevents future charges; it does not automatically refund a charge that has already been processed.
- Cancel on or after the 5th and your order for that cycle may already be charged and prepared for shipment. If it has shipped, it cannot be returned, and any refund considered would be subject to the 40% restocking fee.
- To avoid an unwanted charge, we recommend making changes at least one full day before your billing date.
There is no long-term contract and no cancellation fee. You are only responsible for orders that have already been billed before you cancel.
Changing or Cancelling an Order Before It Ships
If you need to change or cancel an order, contact us as soon as possible. If your order has not yet been processed or prepared for shipment, we will do our best to cancel it and issue a full refund with no restocking fee.
Once an order has been processed, packed, or handed to the carrier, it is considered shipped and falls under the all-sales-final and restocking-fee terms above. We cannot recall an order that is already in transit.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or is not what you ordered, we will make it right. Because these items are sanitary products, you do not need to ship anything back to us.
What to Do
- Contact us within 7 days of delivery;
- Include your order number and a description of the problem; and
- Where possible, attach clear photos of the damaged, defective, or incorrect item and its packaging.
Once we confirm the issue, we will send a free replacement of the affected item or, where a replacement is not possible, issue a refund for that item with no restocking fee. Claims made after the 7-day window may be considered at our discretion.
Lost or Missing Deliveries
Delivery dates are estimates and can be affected by carriers, weather, and other factors outside our control. If your order is marked delivered but you cannot find it, or it does not arrive within a reasonable time after the expected date, please contact us so we can investigate with the carrier.
We are not responsible for orders that cannot be delivered, are delayed, or are lost or stolen because of an incorrect address or an unsecured delivery location. Please make sure the address on your account is complete and accurate, and that a safe place is available to receive your delivery.
How & When Refunds Are Issued
Approved refunds are issued to your original payment method. Once a refund is approved, we process it promptly on our end. The time it takes to appear in your account depends on your bank or card issuer and is outside our control, but it typically takes several business days.
- Refunds subject to the 40% restocking fee are calculated on the eligible product value, as shown in Section 3;
- Replacements and refunds for our errors are provided in full, with no restocking fee; and
- We will confirm by email once your refund or replacement has been processed.
Non-Refundable Charges
Unless required by law or caused by our error, the following are not refundable:
- Shipping and delivery fees once an order has shipped;
- Applicable taxes, which follow the refunded product value where a refund is issued;
- Promotional value and discounts, which have no cash value and are not refundable; and
- Orders or discounts we reasonably believe were obtained through fraud, error, or abuse.
If a promotional order is refunded, the refund is based on the actual amount you paid after any discount, less the 40% restocking fee where it applies.
How to Request Help or a Refund
To request a refund, report a problem with an order, or manage your subscription, contact our team using the details below. To help us resolve things quickly, please have ready:
- The email address on your account;
- Your order number; and
- A short description of the issue, with photos if the item was damaged, defective, or incorrect.
Our team reviews requests during business hours, Monday to Friday, 8 AM to 4 PM CST, and will get back to you as soon as possible.
Contact Us
Questions about returns, refunds, or your subscription? We're here to help.
Need Help With an Order?
Reach out and our team will walk you through your options during business hours, Monday to Friday, 8 AM to 4 PM CST.
