We hope that you are happy with your subscription! However, we also understand that in life sometimes things come up. Read this page for information on:
Damaged Issues
Issue Holds
Address Redirects
Missed Issues
Cancellation Policy
Renewal
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Damaged Issues
If your issues are arriving bent or damaged Canada Post has recommended to us that the best course of action is for you to lodge a complaint with them. You can file a complaint about damaged mail by calling 1(800) 267-1177.
We clearly indicate on the envelope that our packages are not meant to be folded and should be treated delicately. If your issues are arriving bent, mashed, or folded it could be the result of how your local letter-carrier places them in their bag.
As an additional precaution you can affix a note to your mailbox requesting that your letter-carrier not fold oversized mail.
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Issue Hold
If you are travelling for a short period of time we may be able to hold your issues for you. Please contact info@papirmasse.com to request a hold. We will respond within 7 days to let you know if it is possible.
Many people who travel choose to redirect their subscription to a friend. If you would like to do this e-mail your full name, old address and new address to info@papirmasse.com with the subject line ADDRESS CHANGE.
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Address Redirect
If you are moving please let us know one month beforehand so that we may update your address in our system. Papirmasse cannot assume responsibility for missed issues that were delivered to old addresses. E-mail your full name, old address and new address to info@papirmasse.com with the subject line ADDRESS CHANGE.
For North Americans who are moving overseas, we are able to redirect your subscription for a small fee to cover the cost of extra shipping. Please contact us with the details of your move and when your subscription started so that we can calculate the extra shipping charge.
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Missed Issues
If you have had a problem with any issues not arriving please contact info@papirmasse.com
If your letter-carrier leaves your mail at the post office to be picked up (this generally happens in cases of small mailboxes), please note that we are charged shipping twice if you do not pick up your package and it is returned to us. If this happens repeatedly we reserve the right to hold your subscription at the gallery for pick-up if you live in Montreal.
Cancellation Policy
NOTE: If your issues are arriving bent or damaged Canada Post has recommended to us that the best course of action is for you to lodge a complaint with them. You can file a complaint about damaged mail by calling 1(800) 267-1177
We clearly indicate on the envelope that our packages are not meant to be folded and should be treated delicately. If your issues are arriving bent, mashed, or folded it could be the result of how your local letter-carrier places them in their bag.
As an additional precaution you can affix a note to your mailbox requesting that your letter-carrier not fold oversized mail.
We are unable to offer refunds on subscriptions. If you are moving we are able to redirect your address. You can also forward your subscription to a friend. Please see the Address Redirect section above.
If you are having issues with your subscription please contact info@papirmasse.com. We value customer feedback and are always happy to hear suggestions that you feel would improve our service.
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Renewal
We do not automatically renew our subscribers. To renew your subscription contact info@papirmasse.com
Note that we will send you an email reminder that your subscription is up for renewal one month before your last issue with instructions on how to renew. We will also enclose a notice in your last issue with this information.
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