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Packaging Supplies - Frequently Asked Questions (FAQ)


Ordering

How long will it take to receive my order?
Do you have a minimum order?
Can I just buy a partial or broken case?
What is your price for a large quantity order (usually 8 or more cases)?
Do you sell any additional products not listed on your online catalog?
Do you have any additional sizes not shown on your online catalog?
Do you have a print catalog?
Can you sell to individual consumers or just to companies?
What other payment options are there other than a credit card?
Do I have to place my order online?
I am trying to order Shipping / Address Labels or Custom Labels along with other packaging items, but I can't seem to get everything into the same shopping cart. What am I doing wrong?
Will you match competitors' prices?
Can I request of copy of my invoice or receipt?
Is your website secure?
How do I know I can trust ordering from you?
I have a coupon. How do I redeem it?

Shipping & Delivery

How much do you charge for shipping?
How do I track my order?
Do you ship outside the United States?
Can I stop by and pick up products at one of your local distribution centers?

Product Questions

Can you provide custom items or sizes?
Is it possible to get a sample of one of your items?
What does /bdl, /cs or /rl mean?

Returns & Cancellations

What is your return policy?
What if I need to cancel my order?

Contact Us

What are your customer service office hours?
How do I contact you?

Ordering

How long will it take to receive my order?
Orders typically ship UPS Ground the same day or the day after the order is placed. It usually takes anywhere from 2 - 5 business days (not counting weekends) to arrive depending on your location. If a faster, more time-definite service is needed (i.e. UPS 2nd Day or Next Day Air), please e-mail your request to sales@packagingsupplies.com and we will be happy to provide a shipping quote.

Do you have a minimum order?
No, we do not have a minimum order dollar amount. You can buy as little as one case or one bundle of an item. The only thing we can't do is break a case or bundle. In other words, you have to at least buy however many units come per case or bundle.

Can I just buy a partial or broken case?
Unfortunately we cannot break open cases as we would then be left with partial cases that we would be unable to sell.

What is your price for a large quantity order (usually 8 or more cases)?
We are happy to extend discounted pricing for large orders or for quantities that exceed the price breaks listed on our website. Please e-mail your request to sales@packagingsupplies.com and we will be happy to provide a quotation.

Do you sell any additional products not listed on your online catalog?
We sell over 7,000 different types of shipping or packaging supplies and are always adding new items to our website. However, every item that we currently sell is listed on our website. If you cannot find the exact packaging or shipping product that you are looking for, please e-mail your request to sales@packagingsupplies.com and we will be happy to verify whether or not this is an item that we carry.

Do you have any additional sizes not shown on your online catalog?
No. If you have found the product category that you are looking for, every available size that we carry is listed.

Do you have a print catalog?
With the addition of new products making our selection over 7,000 items, we do not have a complete print catalog covering the entire product offering at this time. Current pricing and our complete product listing will always be updated online. We do have a general print catalog that has most items without pricing. If you are interested in receiving this item during our next mass mailing, please e-mail your request to sales@packagingsupplies.com.

Can you sell to individual consumers or just to companies?
Although most of our sales are business to business, we can sell to any type of customer. You do not have to be a company to order from us.

What other payment options are there other than a credit card?
In addition to accepting Visa, MasterCard, American Express, and Discover, we also offer 30 Day Terms to qualified businesses. If you are extended 30 Day Terms, we will mail you an invoice and you have 30 days to pay the bill. This can only be authorized after you fill out our credit application and receive credit approval from us. Please click here for a printable copy of the application that you can fill out and fax to us. It may take anywhere from one to three business days to process your application depending on how long your credit references take to respond back to us.

Do I have to place my order online?
No. If you would prefer, we would be happy to take your order by phone (1-800-536-3668),by fax (440-846-1692) or by e-mail (sales@packagingsupplies.com). However, you will receive your order fastest if you place it online. Online orders are immediately sent to the closest distribution warehouse to be pulled and shipped.

I am trying to order Shipping / Address Labels or Custom Labels along with other packaging items, but I can't seem to get everything into the same shopping cart. What am I doing wrong?
Shipping / Address Labels and Custom Labels are separate shopping carts that are linked directly to our manufacturers' systems. At the present time, these label orders must be placed separately from other items.

Will you match competitors' prices?
If you find a lower price elsewhere on the exact same item, we will meet or beat that price as long as it does not reflect a competitor's free offer, rebate, bonus, one-of-a-kind, or other limited guarantee offer. Simply e-mail the link to that page on our competitor's website to us at sales@packagingsupplies.com.

Can I request of copy of my invoice or receipt?
Yes. Simply e-mail us at sales@packagingsupplies.com and we will e-mail you or fax you a copy right away.

Is your website secure?
Yes. The security of our website and the protection of your personal information is extremely important to us. PackagingSupplies.com uses Starfield Secure Certification Authority to protect your credit card and other personal information. The padlock on the right side of your browser indicates that you are viewing a secure, encrypted page on our website. You can see a copy of our SSL Encryption Certificate simply by clicking on the padlock. For additional information, please visit Starfield Security at www.starfieldtech.com

How do I know I can trust ordering from you?
PackagingSupplies.com is a member of the Better Business Bureau and is proud to have a rating of Excellent. We have been in business since 1998 and are committed to bringing our customers 100% satisfaction.

I have a coupon. How do I redeem it?
From time to time, PackagingSupplies.com sends promotional coupons by e-mail to our customers. If you have a coupon that you would like to redeem, there is a place for you to enter the coupon code in our shopping cart during the order process. The coupon discount will be reflected before you are asked for any credit card information.

Shipping & Delivery

How much do you charge for shipping?
Most orders ship UPS Ground (from the closest distribution center assuming stock is sufficient). We DO NOT have any handling charges or markup shipping in any way; we simply charge the actual UPS Ground rate. This charge is based on the weight and dimensions of the package as well as the distance the package is shipping. Shipping can be calculated right in our shopping cart. Simply enter the number of cases or bundles you want into the shopping cart, and then click "Add". On the next page, click "Proceed to Check Out". After you enter the state and zip code to which the item(s) will be shipping, click "Continue" and your shipping cost will be calculated for you.

How do I track my order?
We will e-mail you tracking information as soon as it is available. If you did not the e-mail, or have misplaced this information, please e-mail us at sales@packagingsupplies.com and we will be happy to resend it to you.

Do you ship outside the United States?
At the present time, we do not ship outside of the continental United States.

Can I stop by and pick up products at one of your local distribution centers?
In order to keep our costs at a minimum and our prices low, none of our Distribution Centers are staffed for customer pick-up.

Product Questions

Can you provide custom items or sizes?
At the present time, we do not offer custom items, sizes or any custom printed products.

Is it possible to get a sample of one of your items?
We are happy to provide samples whenever possible, but with over 7,000 different items in stock, we are unable to have sample stock available for every item that we sell. Typically we carry samples for items that are unusual or that may vary in quality or design from one manufacturer to another. If you are interested in seeing a sample for a particular item, please e-mail us at sales@packagingsupplies.com and we will check to see if we have sample stock available.

What does /bdl, /cs or /rl mean?
Some abbreviations on our website may seem confusing if you are unfamiliar with some of our products. "/bdl" means per bundle, "/cs" means per case and "/rl" means per roll. These abbreviations simply denote how many individual items are packed into each case, bundle or roll.

Returns & Cancellations

What is your return policy?
You can return items within 30 days for a refund. All returns MUST have prior authorization from PackagingSupplies.com. If a product arrived damaged or we made an error in shipping you the wrong item, please e-mail us at sales@packagingsupplies.com so that we can arrange to exchange the item. If you decide to return goods for any other reason (i.e. you decided you did not need the item), you need to e-mail us at sales@packagingsupplies.com for a return authorization number. Returns of this nature will result in a 20% restocking fee and require you to pay for the shipping costs associated with returning the merchandise back to us. Please note we cannot accept returns on custom manufactured or printed items unless the product is defective or manufactured incorrectly.

What if I need to cancel my order?
If you decide that you need to cancel an order, e-mail us at sales@packagingsupplies.com or call us at 1-800-536-3668 as soon as possible. Because most orders are immediately sent to the closest distribution warehouse, it may not be possible to cancel your order. If this is the case, we will help you to make other arrangements.

Contact Us

What are your customer service office hours?
Our customer service (1-800-536-3668) located in Cleveland, Ohio is open during the following hours:
Monday - Friday (8:00 am - 5:00 pm EST)
Saturday - Sunday (Closed)

How do I contact you?
Our corporate office is located in Cleveland, Ohio. Our address is 1120 West 130th Street / Cleveland, Ohio 44212. Our Toll-Free phone number is 1-800-536-3668. Our fax number is 440-846-1692. Our e-mail address is sales@packagingsupplies.com. Please feel free to contact us by any of these methods.