Refund & Returns Policy
Effective date: 11th May, 2026
At Pack Supply CO, we want customers to receive the correct packaging and shipping supplies in proper condition. This policy applies to boxes, mailers, bags, packing materials, shipping supplies, moving supplies, sealing tools, and related business-use products purchased from our website.
1. Return Eligibility
Returns may be accepted if the item is:
- Unused and in its original condition
- Returned with original packaging where applicable
- Requested within 7 days of delivery
- Not damaged, altered, assembled, or used by the customer
To request a return, please contact us with your order number and reason for return before sending any item back.
2. Non-Returnable Items
The following items are not eligible for return unless they arrive damaged, defective, or incorrect:
- Used packaging supplies
- Opened or partially used product packs
- Custom, printed, personalised, or made-to-order items
- Clearance or final sale items
- Products damaged due to customer handling, storage, or misuse
- Items returned without approval
3. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive a damaged, defective, missing, or incorrect item, contact us within 3 business days of delivery with:
- Order number
- Clear photos of the product
- Photos of the outer packaging
- Photos of the shipping label
- A brief description of the issue
After review, we may offer a replacement, store credit, partial refund, or refund where applicable.
4. Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error, such as an incorrect, damaged, or defective item.
Original shipping charges are non-refundable unless required by law or unless the issue was caused by our fulfilment error.
We recommend using a trackable shipping method. We are not responsible for return packages lost or damaged in transit.
5. Refund Process
Once the returned item is received and inspected, we will notify you about the approval or rejection of your refund.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank, card provider, or payment processor.
6. Exchanges
Exchanges may be offered for eligible items, depending on stock availability. If the requested replacement is unavailable, we may offer a refund or store credit.
7. Order Cancellations
Orders can only be cancelled before they are processed or dispatched.
Once an order has been shipped, it cannot be cancelled and must follow the return process if eligible.
8. Bulk Orders
Bulk, heavy, or large-volume orders may have different return conditions due to product size, packaging, handling, and shipping costs. Please contact us before placing large orders if you need clarification.
9. Contact Us
For refund or return requests, contact us at:
Email: info@packsupplyco.store
Phone: +1 281 971 5850