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Ordering and Delivery Policies
You can order through phone,
fax, email and soon, on the web! Should you need further assistance, we
can have our competent sales representative pay you a visit to help you find the
right product
and service suited to your needs.
How can I inquire for or order my paper and office supplies?
You may get in touch with
us by telephone (trunk line: 082-227-4313 or 15), Fax (082-22-8218), Email
(ducofficesupplies@yahoo.com) and soon, order online 24/7 @ www.thepapertree.com.ph.
Our capable sales desk officers and/or computer system should be able to assist
you in a fast and
efficient manner whether for price, order status, delivery and product inquiries.
Our state of the art
database ensures that all the necessary information you need is within reach and
that you would
almost always need to talk to only one person or (even the website) to handle your
ordering and
delivery concerns.
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How can I track my orders?
You can inquire about your order status via telephone, fax or email. Our system
can easily track your
order every step of the way -- from the time you have placed an order, to preparation
and then
delivery. We call this tracking TCS, or Transaction Chain Statistics. Soon, you
will automatically
be notified via email of backordered items (items not served), item replacements,
and your
order's TCS. You will be informed so that you are in control.
How do I use my Purchase Orders (PO's) for ordering?
If you normally use Purchase Orders to order for your office supplies, you must
set up a revolving
credit account with us. Simply fill out the “Customer Information Sheet (CIS)” included
with this
document to apply for a credit facility. You may also use a major credit card --
MasterCard or VISA, -- to pay for your order.
Purchase Orders will only be acknowledged in our Head Office in Sta. Ana. The PO
number will be referenced on your invoice to make your recordkeeping easier. Please
see the section on Credit Policy for more information.
Can I add
or delete items from my order if I change my mind?
Most orders are transmitted almost immediately to our warehouse where it is processed
very quickly and shipped out.
If you want to change your order, please let us know as soon as possible, by calling
082-2274313 or
222-8218. We will check the status of your order and attempt to make the necessary
changes.
If your order has already been transmitted to our warehouse for shipping, we will
not be able to make
changes to the order and it will ship as is.
If that is the case and you would like to place an additional order, please contact
our sales desk at 082-2274313 or +63917-701-1883 or fax 082-222-8218 or you can
simply refuse delivery if that is more convenient for you.
If you cannot call us, please send us an email and we will make the necessary adjustments
as noted above.
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Can I get
a discount if I order large quantities of an item?
Yes. Buy in large quantities and you can save even more. We can give out lower prices
for items
bought in their original packing (inner box, case, etc.) rather than in broken quantities
(pieces).
Is there a
separate pricing level for wholesalers and large volume customers?
Yes. To qualify as a wholesaler, please fill out the form included in this document
and submit the
necessary documentary requirements to qualify you as a dealer/wholesaler. Special
prices are given to business partners and customers who buy in large quantities
and/or regularly. Our Sales Desk Officers at our Head Office in Sta. Ana are at
hand to determine special prices. You may call
082-227-4313 for details on large quantity (wholesale) pricing.
Yes, we deliver for Free! Downtown deliveries should be delivered within 24 hours
or less upon receipt of your order. A minimum of P500.00 is required for The Paper
Tree® to deliver your items. Our
company reserves the right to maximize delivery by pooling orders in the same delivery
route. This
could take a few hours but the maximum lead time for downtown deliveries should
still be within the 24 hour limit.
Can you deliver
our orders even to out-of-town locations?
Even if you have off-city locations, our fleet of delivery trucks could most likely
serve your office
supplies needs within most parts of Mindanao. We can also serve your Manila offices
through our
affiliate companies.
Should the location of your site not be included in our regular route, we can have
the supplies
delivered via courier, bus or other means. In these cases, delivery charges apply.
Please ask our
sales desk for more information on delivery routes and special delivery rates and/or
quotas.
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Can I pick
up bulk orders from the store?
You can also pick up bulk items from any of our stores. Waiting should be no more
than 30 minutes
from the time we receive your order if the items are available in-store. We shall
notify you in case items are located in other warehouse centers and should take
longer than 30 minutes to prepare.
Can the nearby
The Paper Tree® store deliver my order?
Yes. You can have the nearby The Paper Tree® store deliver the items for you for
free. For the
meantime, all The Paper Tree® orders, except in the Sta. Ana Main Office's sales
desk, are paid in
cash. Should the amount exceed P2,000 (Two Thousand Pesos), we strongly urge you
to pay in check to increase the safety of your payment against loss.
Do I have
to wait at my home or office all day for my delivery?
It depends. For your security and protection, it is best to have someone available
to sign for your
order between the hours of 8:00 AM - 5:00 PM, M-S excluding holidays. Our driver's
delivery routes
change from day to day so there is no way to determine the exact time your order
will be
delivered. Should there be no person in your home or office to attend to delivery,
the driver will
decide whether or not to leave the order unattended. If the delivery cannot be made,
your order will be returned and another attempt will be made.
Can I order
for items that you do not carry in-store?
Yes you can. Just talk to our friendly and knowledgeable store staff or store managers
or sales desk
officers for your inquiries and request. It is our pleasure to serve you the best
way we can.
Our buyers and sales team discuss regularly on what items to add or delete to our
product and
service offerings and your suggestions will be considered.
What if you
do not have the stock I ordered?
In case the product you ordered through our Sales Desk or website is not currently
in stock, our
computer system will automatically place your order as “backorder”. This means that
we will
automatically serve you the backordered item(s) if the items arrive within 15 days.
If the items are
still not received in our warehouse 15 days after the backorder, then the computer
system will
automatically cancel the order so that you don't wait for the items for a very long
time. You can
cancel the backorders by informing our sales desk.
In case you don't find the item that you're looking for in one of our retail stores,
please inform any
of our retail staff so that they can have the items served in their stores.
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Return Policy
Easy Returns
You can return office supplies to us for a merchandise exchange or for credits on
your next purchase,
including all Good Deal®, Hi Ball Pen®, Khong®, and Schnell® brand office supplies.
Your purchase must be returned in saleable condition with the original packaging,
including Universal
Product Code (UPC), manuals, parts and your receipt or packing slip.
For all purchases made at the retail store counters' Point of Sale terminals, all
of your valid
returns are issued an SRV or Sales Return Voucher by the store's manager or OIC.
The SRV can be used to purchase items within the store. All items purchased with
an SRV are not entitled to loose
change. Purchases made through the store POS (Point of Sales) system are entitled
to a merchandise
exchange period of 7 days including Sundays. Items can no longer be exchanged after
the exchange period has expired.
For all purchases made at the Sta. Ana Main Office's Sales Desk, all returns are
issued credits to be used on your next purchase. Returns for corporate clients are
valid up to one (1) month after the invoice date.
Any product purchased in The Paper Tree® retail store location that is returned
without a promotional
item(s), which was included in the original transaction (e.g., buy a printer, get
free ink), will
have the value of the promotional item deducted from the amount refunded.
When the driver
comes with my new order, can I give him items I want to return?
Drivers cannot accept items for pickup unless you have already called or e-mailed
The Paper Tree®.
When you call or email us for a return, we generate paperwork (return slip) that
the driver will
bring to you for signing. This ensures that you receive credit for the items you
return.
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Price Match Policy
How does The
Paper Tree® Price-Match Guarantee work?
If you find a lower price anywhere else on a new identical item, just show us the
lower price when you
buy the item at The Paper Tree® and we will match the price, or within 14 days of
your The Paper
Tree® purchase and we will give you the difference.
Which items
does The Paper Tree® price match?
Almost everything we sell. The item must be identical, including model number, components
and
Philippine warranty.
Which items
and services aren't available for price match?
We don't match our store prices to those on other companies' Web sites. We don't
price match our The Paper Tree® business center services. We don't price match our
third-party providers' products
and services (e.g., custom printing), items sold on auction sites or at local or
special events
(e.g., grand opening, anniversary, clearance or liquidation sales). We don't price
match taxes and
typographical errors.
Are delivery
charges included in the price match?
Yes. When we compare our price to another company's delivery price, the equivalent
delivery charges
will be included. For example, if the comparison price is based on Manila price,
we will add the
appropriate freight charges so that the Manila price will be comparable to “landed
Davao (or
other local location)” prices. Freight charges are usually based on a per cubic
meter (volumetric)
shipping cost.
Are quantities
limited on price-matched products?
We may limit the quantities of price-matched items, particularly if the other company
does. In
addition, we reserve the right to limit quantities sold to a customer.
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Credit & Collection
Policy
Is The Paper
Tree® offering credit terms for corporate clients?
Yes. The Paper Tree® has credit facilities for corporate clients and other customers
who buy in large
quantities and/or purchase paper, school and office supplies regularly. Credit term
is granted
usually to printers, government institutions, schools, dealers, offices and the
like. The
Customer Information Sheet (CIS) included in this document should be submitted along
with the
necessary documentary requirements to the Credit and Collection Department (C&C)
at the Main Office in Sta. Ana for credit approval.
In most cases, please allow 1-2 weeks for credit approval depending on the availability
of information
you have. The Paper Tree® reserves the right to refuse credit applications based
on certain
criteria that the company deems fit and fair. For more information, you may contact
The Paper Tree®
and ask to be connected to the Credit and Collection Department (C&C) for more information.
How can I
know the status of our account balances and history?
You may post your queries to our Credit and Collection (C&C) Department regarding
your account
balances. Simply dial our trunk line at 082-227-4313 and ask to be connected to
C&C. We can furnish
you a copy of your account details as per our most current electronic records if
you wish. You
may request inquiries via phone, fax, cell phone, personal contact or email. We
can send you
your account details in hard (physical) or soft (electronic) copy.
Can I use
our corporate credit line in The Paper Tree® stores aside from the Sales Desk at
the Sta. Ana Main Office?
We are currently connecting our The Paper Tree® Stores via networking technology.
As of this writing,
we are rolling out a program that will enable you to use your credit line in any
of the networked
stores for you to use your credit facility at the store most convenient for you.
What are the
available modes of payment?
For The Paper Tree® retail stores, accepted modes of payment are:
• Cash
• Credit Cards (for some branches only. Please inquire at the cashier counter. Minimum
purchase of
P200.00. Retail prices apply) and
• Checks (subject to approval by Credit and Collection Department in Main Office)
We do not yet accept orders on credit terms at The Paper Tree® retail stores.
For The Paper Tree® Main Office at Sta Ana, the same modes of payment apply. However,
you can use your credit line by ordering through our sales desk (082-227-4313 or
15, fax 082-222-8218 or
email at ducofficesupplies@yahoo.com) or via website at www.thepapertree.com.ph.
We regularly send collectors to pick up payments for credit purchases of corporate
clients.
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