FAQ

Frequently Asked Questions

CONTACTING TPC

What’s the best way to contact you?

Send us an email any time to customerservice@thepackagingcompany.com. 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?

We don’t offer phone support at this time. However, we’re more than happy to assist you through email, where it’s easier to retain important details for your projects, such as images and documents.

GENERAL

What industries do you deal with?

TPC provides stock and custom packaging to anyone that needs it. Our offerings are especially useful for e-commerce businesses and those whose packaging needs are constantly evolving.

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?

Join our mailing list! We’ll keep you updated on sales, new products and anything interesting going on in the packaging world. Just visit the bottom of any page to sign-up. Don’t forget to follow us on social media, too!

Do you offer a physical catalogue?

As part of our efforts to be eco-conscious and minimize our carbon footprint, we don’t produce physical catalogs. However, while shopping on the site, you’ll see the Search bar in the header on every page.

Where are your boxes made?

All our stock and custom boxes are made right here in North America.

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?

We sell all our products at the lowest minimum quantities we’re able to offer.

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 customerservice@thepackagingcompany.com and our team will be more than happy to help you.

DISCOUNT CODES

Help, my discount code won’t work!

Most discount codes only work when you’re logged in. If you’re logged in and the code still isn’t working, it’s possible that you’ve already used it. Discount codes are good for one-time use only.

I’m ordering a custom product – can I use a discount code?

Discount codes can’t be used on any custom products we offer.

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 customerservice@thepackagingcompany.com. 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?

Shopping in America? Please use https://www.thepackagingcompany.us/

Shopping in Canada? Please use https://www.thepackagingcompany.com/

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 customerservice@thepackagingcompany.com and let’s talk!

CUSTOM PACKAGING

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 customerservice@thepackagingcompany.com!

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?

It varies by custom packaging option, but in general, please upload print-ready artwork that is as clear and high resolution as possible. We strongly recommend vector artwork for custom tissue paper and custom branded boxes.

Can I make changes after ordering custom packaging?

We work as quickly as possible to produce your packaging, so once your order’s been placed, it can’t be changed. Please note that custom packaging can’t be returned.

I want to make sure I like the product – can I receive a printed sample before placing my order?

Unfortunately, we’re unable to offer free printed samples.

SHIPPING & PRODUCT LEAD TIMES

Do you ship to both the USA and Canada?

At this time we are only able to ship within Canada. Thank you for your understanding.

Do you ship internationally?

We currently do not ship outside 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.

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 customerservice@thepackagingcompany.com 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 customerservice@thepackagingcompany.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 customerservice@thepackagingcompany.com.

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 customerservice@thepackagingcompany.com.

CURRENT PACKAGING LEAD TIMES

Are there packaging products experiencing extended lead times?

Please visit our Packaging Lead Times page for an up-to-date list.