FAQS

ACCOUNT

Do I have to have to set up an account to place an order?
You may use the “Guest Checkout” to continue your purchase without creating an account. However, setting up an account will allow you to save your information for future purchases, check on shipping status, print receipts, and add/delete shipping addresses.

How do I create an account?
There are two different ways to set up an account:

  1. You can set up an account by clicking on the “My Account” link at the top of our Home Page or
  2. You can create an account at the time of check out.

In either case, just click the “Create Account” button under the “New Customer” heading on the right side of the page.

How do I edit my account information?
When you are in your account, change your information and click the “Update Account” button.

I forgot my password!
No problem. It happens. Just enter your email in the “Forgot Password” section of the log-in page. We will email you a temporary password. The password is only good for a one time use. Change your password immediately upon entering your account page.

PAYMENTS ACCEPTED & SALES TAX EXEMPTION

Payments
Epackaging Resource accepts Visa, MasterCard, Discover and American Express as payment. Please note that your billing address must be entered exactly as it appears on your credit card statement. Sorry, we do not accept checks at this time. Your credit card will be billed upon receipt of your order. Your credit card will reflect a charge from Epackaging Resource for orders processed on epackagingresource.com.

Sales Tax Exemption
State law requires that Epackaging Resource have a properly executed exemption certificate from all customers who claim sales tax exemption. If an exemption applies to your purchase, you must set up an account prior to placing your order and check the “I Am Tax Exempt” box. You will be prompted to complete the on-line tax exempt certificate with your information. Upon finalizing and submitting your form you will receive both an on screen notification and an email that your certificate has been received.

ORDER PROCESSING

Minimum Order
Epackaging Resource does not require a minimum dollar amount for orders. We do not break case quantities.

What if I want to change my order information before I actually complete the order?
At the top of each page in the checkout process there is a numbered bar which tells you which step you are currently at in the checkout process. To go back and change any information (quantity, shipping, payment info), just click on the corresponding number and it will take you back to that page where you can make changes.

How soon will my order be processed?
Orders are processed and shipped within 24 hours. Orders placed on a weekend or holiday will be processed the following business day.

Receipts/Invoice
Upon placing your order, a receipt/invoice will automatically be emailed to the email address on the order.

I didn’t get a receipt/invoice
Check your spam or bulk mail folder should you not receive one. Some email providers filter messages based on content, subject line, or the sender's address and may put your email into the a bulk or junk mail folder. Follow your email provider’s instructions for letting them know you want to receive our email. This will help future messages to get through.

If a receipt was not in your spam or bulk mail folder you can:

  1. Print a receipt from your account: Log-in to your account and at the top of the screen above your account & contact info tab, you will see a link that says “View your order/Billing History”. That will take you to your Order/Billing History. Click on the order number to print your receipt.
  2. Email us: You can email us at customerservice@epackagingresource.com and we will be happy to email you another receipt.

What if any part of my order is out of stock?
We will inform you of any products that you have ordered that are out-of-stock and unavailable for immediate shipment.

What if there is an item missing from my order?
If an item is missing from your shipment please contact us via email or phone immediately and we will gladly fix the issue.

What if my order is damaged, defective or you sent me the wrong product?
If at all possible take a photo of the damaged or defective product and email it to us. Then follow our return policy. Once we determine that the product is defective or damage occurred at our facility or through our carrier, a replacement order will be entered or a refund will be processed, if requested.

100% Accuracy Guarantee on Orders Shipped
Epackaging Resource strives to ship in-stock orders accurately every time. We’re not saying we’ll never make a mistake. But we are saying we’ll make it right when we do. If we make a mistake, we’ll reship the correct item at no cost to you and credit your shipping charges. Again, just follow our policy on returns. Additionally, we’ll email you a $50.00 gift certificate to use on buying future product in our store. It’s that simple!

How do I cancel my order?
You may cancel your order at any time prior to shipping. To cancel an order, you must contact our customer service team by telephone at 866.284.3550 or email customerservice@epackagingresource.com. An order is not considered cancelled until you receive a Cancellation of Order email from us.

SHIPPING

You will receive a confirmation email when you order has been shipped with a tracking number.
Most of our items are shipped by UPS Ground Service. Other carriers may be used from time to time depending on quantity ordered and/or weight of items being shipped. To track your order you must go to the carrier’s website.

Can I ship my order to a different address?
You can ship orders to a different address other than your billing address. Each order can only ship to one location per order. If you set up an account, you are also able to set up multiple shipping addresses.

How do I edit or add another shipping address to my account?
You can add or change shipping addresses under the “Your Address Book” on your account page. If you are already in the order process, on the “Shipping Options” page use the drop down box next to the “Select Shipping Address” to select another address or choose “Add New Address”.

When can I expect delivery of my order?
Because we have warehouses nationwide, in most cases you can expect a 1-2 day delivery time.

Incorrect Address / Non Deliverable / Refused Shipments
If the customer has made an address error, the customer is responsible for additional shipping costs. If the customer refuses shipment, the order is considered a return with a 15% restocking fee.

RETURNS

What is your process for handling returns?
We know it's sometimes necessary to return or exchange an item. Returns for stock items must be made within thirty (30) days from date of purchase and require a Return Merchandise Authorization number (RMA#). Returned product must be in original packaging, unused, undamaged, and in saleable condition. Product returns are subject to a 15% restocking fee and customer is responsible for shipping charges back to Epackaging Resource. Custom Orders are not returnable.

Instructions for product returns to assure prompt handling:

  • Contact us to receive your RMA#.
  • If product was damaged in shipment or defective, please email us a photo. 
  • Write the RMA # on the box containing your return and then ship it back to the address indicated in our emailed instructions to you.
  • Returns will be inspected prior to a credit being issued.
  • Items returned without prior authorization or not in original packaging are not eligible for any refund.
  • Return shipping is not reimbursable unless the product is defective, damaged by the carrier, or the product we sent was wrong, in which case we will credit you for the full cost of the original item plus shipping.
  • Please allow a minimum of 2 business days from the time we receive your return to credit your account. Depending on your credit card company, the credit could take up to 10 days to appear on your statement.