Frequently Asked Questions
What’s the best way to contact you?
Send us an email any time to firstname.lastname@example.org. You can also DM us through Facebook or Instagram, where our team will get back to you within 48 business hours.
Do you have a phone number I can call?
What industries do you deal with?
If I need to make a return, what’s your policy?
Most items can be returned or exchanged within 30 days. Please note, there is a 15% restocking fee on all returns.
All custom packaging, made-to-order items as well as machines and other equipment are considered final sale, unless the item is defective. Please visit our Returns Policy page for more details.
Are there any charitable causes you believe in?
Absolutely! We believe current packaging technology can be used to improve the quality of life for everyone across the globe. That’s why we’ve partnered with Solutions Inc., a non-profit organization dedicated to creating life-improving products.
Their very first initiative, the Fritz™ Water Vest, is a practical invention enabling people living in developing areas to easily transport water. Every time you shop with us, you’re helping to put Fritz™ Water Vests into the hands of those who need them most.
How can I stay in the loop about sales and new products?
Do you offer a physical catalogue?
Where are your boxes made?
Do you offer custom boxes?
Yes, we do! Visit our Custom Boxes page to learn more.
I’ve got questions about packaging products. Can you point me to the answers?
Our individual product pages are full of helpful bullet points. You can also visit our Blog for even more in-depth information. If you still have questions, please don’t hesitate to contact us!
Can I order just one box, or less than the listed minimum of another product?
I don’t see the exact box size I need – what can I do?
Head over to our Custom Boxes page, choose the box style you want, and select the Colour Box option. You can make the exact box size you need and keep the standard kraft colour (or choose from the colour options listed!). If you still can’t find the box you want, email email@example.com and our team will be more than happy to help you.
Help, my discount code won’t work!
I’m ordering a custom product – can I use a discount code?
CREATING AN ACCOUNT
I’m a tax-exempt business. How do I create a tax-exempt account with you?
Create a new account and email your information and tax-exempt certificate to us at firstname.lastname@example.org. We’ll turn your account into a tax-exempt one, and any time you log in and shop, taxes will be automatically removed at checkout.
PLACING AN ORDER AT CHECKOUT
I’m at checkout and my state/province isn’t listed. What do I do?
What methods of payment do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay and TPC’s Loyalty Points.
Loyalty points? What are those?
They’re a great way to pay for future purchases—you earn them every time you shop with us! Visit our Loyalty Program page to learn more.
Do you offer deferred payment options such as credit terms?
Please reach out to us at email@example.com and let’s talk!
What kind of custom packaging do you offer?
Visit our Custom Shop to see the full range of what we have to offer. Each custom packaging option has a free and easy-to-use online designer that’ll help you create attractive and unforgettable unboxing experiences.
Don’t see what you’re looking for? Reach out to us at firstname.lastname@example.org!
How long will it take to get my custom packaging?
Every custom packaging option lists a lead time on its landing page, while in checkout and on your order confirmation email.
Please note that business days don’t include weekends or holidays, and we’re unable to expedite lead times. If your custom packaging requires new artwork or correction, its lead time can also be affected.
Once your packaging is ready to go, you’ll always receive an email notification with your order details and tracking information.
What are the artwork guidelines and file requirements?
Can I make changes after ordering custom packaging?
I want to make sure I like the product – can I receive a printed sample before placing my order?
SHIPPING & PRODUCT LEAD TIMES
Do you ship to both the USA and Canada?
We do! With warehouse facilities in both countries, we proudly ship our wide assortment of products within the United States and Canada.
Do you ship internationally?
We currently do not ship outside the United States or Canada.
What does your Truck icon mean?
It means that Motor Freight (delivery by truck) is used for that product since it can’t be shipped through regular delivery options due to its size or weight.
If you’d like to bypass this cost, feel free to provide us with your personal shipping account number, or arrange to use our pick-up location for free.
Do you have a pick-up location?
We do! You can pick up your order free of charge at our fulfilment location in Mundelein, just outside Chicago, Illinois.
During checkout, simply enter your address and then select the Pick-Up option. Please note that lead times for pick-up orders are the same as orders set for delivery.
Once your order is ready for pick up, you’ll receive a notification email with a map, pick up times and instructions for when you arrive on-site. As part of our health and safety efforts during the ongoing pandemic, we ask you to remain in your car and call the pick-up number listed in your notification email. Our team will ask for your order number and bring your order out to you.
Keep in mind that packaging can be surprisingly large, and some smaller cars may have difficulty accommodating large box sizes.
Pick-up orders must be picked up within 30 days. Orders not picked up within this time will be automatically refunded and subject to a 15% restocking fee (as per our Return Policy).
If you’d like to have your order shipped to you instead, please email email@example.com for more details.
When will my order ship?
Lead times are highlighted in blue on individual product pages, shown during checkout and listed on order confirmation emails. Some products have longer lead times than others.
Please note that business days don’t include weekends or holidays, and we’re unable to expedite product lead times.
Once your shipment is ready to go, you’ll always receive an email notification with your order details and tracking information.
Can you rush my order?
You’ll be presented with a few delivery options at checkout. If you require faster delivery, please send us an email at firstname.lastname@example.org and we’ll see what we can do for you!
How do I track my order?
Once your order’s ready to leave the warehouse, you’ll be sent an email with order details and tracking information. If your shipment has been divided, you may receive more than one email, each with its own tracking number.
For orders shipping with motor freight, please contact email@example.com for tracking information.
Where’s the rest of my order?
It’s possible that your order was divided and sent in separate shipments. Don’t worry, you’ll receive a tracking number for each one.
If any items are missing from your shipments, please contact our customer service team right away at firstname.lastname@example.org.
What determines the cost of shipping?
Delivery carriers determine their pricing based on a shipment’s dimensions and weight. Packaging supplies can be oversized or heavy when packed together (one bubble mailer is small and light, whereas a box of 250 bubble mailers is neither) and shipping them economically can be a challenge.
As an alternative, we do have a pick-up location that is free of charge. We can also use your personal shipping account number—simply send us an email at email@example.com.