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Pricing Policy

Our prices are determined by the delivery location. If you add a new delivery location to your account, your price might change for stock shipped to that new location. Please check with your Account Manager for additional information or to confirm the prices for each of your delivery locations.

We will send you an order confirmation once you submit your order online. Please contact your Account Manager or Eagle Ridge Paper’s customer care department right away if you notice any pricing errors.

The minimum order we require for free delivery is $450.00, as long as you are located within our free delivery zones. You can talk to your Account Manager to confirm that you are located within our free delivery zones. If you can’t make $450.00 on your order, please contact your Account Manager.

For quality concerns or shipping discrepancies, please refer to the “Claims” section below.

Delivery Policy

Our standard delivery terms are overnight. Rush deliveries may result in additional freight costs. Your Account Manager or one of Eagle Ridge Paper’s customer care representatives will contact you if additional charges apply to your order.

Please notify us if you have any special delivery instructions – if you require delivery before a certain time, if you require trucks to have a power tailgate, if you require assistance in unloading – so that we can add this information into our system and be sure our drivers are prepared. You can contact our credit department or customer care team with this information.

Claims and Quality Problems

At Eagle Ridge Paper we distribute products that are produced to tight standards and are guaranteed to meet the quality specifications set for each in accordance with manufacturing tolerances. Eagle Ridge Paper will not assume liability for any claim that is greater than the value of paper without supportive documentation and evidence of reasonable additional costs incurred by the printer/end user.

If a problem arises which involves the quality of paper supplied, an Eagle Ridge Paper representative should be notified immediately. Once notified the Eagle Ridge Paper representative will respond in a timely manner to assist you in determining the cause and the most cost efficient method of resolving the quality issue.

If the printer/end user continues to produce utilizing the suspect lot without specific authorization from an Eagle Ridge Paper representative they will – at that point – assume full responsibility for the end product liability.

Complete documentation and sampling is required in order for Eagle Ridge Paper to process a complaint properly. The results of the investigation will determine the corrective action taken and be the basis for any claim settlement, if deemed warranted by the findings.
An Eagle Ridge Paper complaint form is available and must be submitted for each complaint initiated to ensure proper documentation and processing. All information and samples will be handled by an Eagle Ridge Paper representative and submitted for full review and evaluation. Once the review and evaluation are complete, the results of the evaluation as well as the plan forward will be reported to the customer. The customer is required to hold onto the entire product in question until final resolution is achieved at which time disposition will be determined. Some claims may take up to 30 days to resolve if they require investigation by our mills.

Eagle Ridge Paper values your business. It is our intent to find the most efficient and cost effective solution for the printer/end user, as well as Eagle Ridge Paper and its suppliers.

The following is a list of information we require which helps in expediting the process:

skid label, lot #, grade, size, basis weight, finish, quantity, printer PO #, explanation of problem, samples, tape pulls, photos.

To submit a claim, please download the claim handling procedure here.

Any further questions please contact your account manager.

Eagle Ridge Paper – Claim Department
222 South Harbor Blvd., Suite 900
Anaheim, CA 92805
(714) 780-1799

Sample Policy

Printing Trials
Eagle Ridge Paper will provide up to 500 sheets of folio-sized product for printing trials. You must be registered as an ERP customer in order to receive full sized samples. Please contact our customer care department at 714-780-1799 or your account manager to make the request or for more information.

Samples
Our standard sample sheet size is 8.5×11 but our sample department is able to provide sheets up to size 12×18 to satisfy your requirements. Please contact our customer care department or your account manager to request sample sheets.

Swatch Books
Please contact our customer care department to request swatch books.

Return Policy
Eagle Ridge Paper will not accept merchandise for return without proper authorization. ERP’s drivers are not permitted to collect stock for return without instruction from ERP. ERP will not accept stock for return that has been in the customer’s possession for longer than two weeks. ERP will not accept stock for return unless it is packed properly and strapped for travel. ERP reserves the right to not accept for return merchandise that has been cut, printed, ruled, or processed in any manner.

Eagle Ridge Paper will charge the customer the equivalent of the cost to deliver and return the merchandise as well as a re-stocking charge of $25.00 or 5% of the value of the goods, whichever is higher.

If the stock is returned for quality concerns, Eagle Ridge Paper may waive any or all of the return conditions above.