Returns & Refunds

We want you to feel confident ordering from EcomPack.ca. If you need to return an eligible stock item, received the wrong product or notice a problem with your order, please contact us via email (supplies@ecompack.ca) with your order number and our team will do our best to help as soon as possible.

Most unused and unopened stock products can be returned within 30 days of delivery or pickup. Made-to-order and custom products are final sale once production has started.

The details below explain what can be returned, how to request a return and what to do if something arrives damaged, incorrect or defective.

How to Request a Return or Report a Problem

Before returning or disposing of any products, please contact us:Email: supplies@ecompack.caPhone: 416-792-0212

Please include your order or invoice number, the affected product and quantity, a description of the issue and photos.

Our team will review your request and let you know the next steps.

How We Check Your Order

We check products when they arrive at our warehouse, during inventory reviews and again before they leave our facility. When an EcomPack driver completes a delivery, we also take a delivery photo to help confirm the condition and location of the order.

How Long Does a Product Claim Take?

Most concerns can be reviewed quickly. More complex product or manufacturing claims may take one to four weeks if we need to inspect samples or work with a supplier or manufacturer. We will keep you updated while your claim is being reviewed.

If you need replacement products before your claim has been reviewed and approved, we may ask you to place a new order. If the original claim is later approved, we will process the applicable replacement, refund or credit separately.

Submitting a claim does not automatically cancel the original order or invoice. If a claim is not approved, the original product and delivery charges will remain payable. Please do not deduct a disputed amount from an invoice unless EcomPack has issued a credit memo.

Returning a Stock Item

Most standard products that EcomPack regularly keeps in stock can be returned within 30 calendar days of delivery or pickup.

This may include eligible stock products such as:

• Corrugated boxes, sheets and pads
• Some paper products
• Packaging and shipping supplies
• Moving supplies
• Other regularly stocked EcomPack products.

To qualify for a return, the product must be:

• Unused and unopened
• In its original packaging
• Clean, dry and in resalable condition
• Free from writing, labels, tape, odours or damage
• Returned as a complete bundle, pack, roll or case.
• We cannot accept partial bundles, packs, rolls or open cases.

Please contact us before returning anything. We will review your request and provide return instructions. Products returned without approval may be refused. All returned products are inspected before a refund or credit is issued.

Items That Cannot Be Returned

The following products are final sale unless we sent the wrong item or confirm that the product is damaged or defective:

• Made-to-order boxes
• Custom-sized boxes
• Custom corrugated pads, sheets, partitions and inserts
• Custom-printed boxes and packaging
• Custom tape, labels and other personalized products
• Products that were cut, converted or modified specifically for your order
• Clearance or final-sale products
• Perishable products
• Hazardous materials and flammable liquids or gases
• Opened products that cannot be safely resold for hygiene or contamination reasons
• Products that have been assembled, printed, labelled, filled, cut, altered or otherwise used.
• Janitorial, sanitation and personal protective products may also be non-returnable once opened.

Made-to-Order and Custom Items

Products marked Made to Order are manufactured, cut, converted or printed specifically for your order.

This may include:

• Custom corrugated boxes
• Made-to-order shipping boxes
• Custom corrugated pads and sheets
• Custom partitions and inserts
• Custom-printed packaging
• Custom tape
• Other items identified as made to order on the product page, quote or order confirmation

Made-to-order and custom products are final sale once production has started.

Cancelling or Changing a Made-to-Order Item

You may change or cancel a made-to-order item without a cancellation fee as long as production has not started (1 business day after order is placed).

Please contact us as soon as possible. A cancellation or change is only confirmed once you receive approval from EcomPack.

Once production has started, the order can no longer be changed or cancelled.

Production is considered to have started when EcomPack or one of our manufacturing partners begins cutting, printing, converting, assembling or manufacturing the product.

Before completing your order or approving a quote, please carefully review:

• Product dimensions (Inside dimensions: length x width x height in inches)
• Quantities
• Materials
• Board grade and strength
•  Artwork
• Printing details
• Other product specifications

Once your order is placed you can request a sample to make sure the size fits your product before production begins. Please advise of your sample request right after your order is placed.

For additional details, please review our Made-to-Order Items Terms and Conditions.

Manufacturing Variations

Packaging materials may have small variations as part of the normal manufacturing process.

Minor differences may appear in:

• Finished dimensions
• Kraft colour or shade
• Material texture
• Board thickness
• Flute appearance
• Print colour or placement
• Scores, slots and joints
• Folding and gluing
• Finished production quantities

Small variations within normal manufacturing standards are not considered defects.

Colours shown on a computer or mobile screen may also look slightly different from the finished printed product.

Choosing the Right Product

Please review product dimensions, quantities, materials and specifications carefully before ordering.

Customers are responsible for confirming that a product is suitable for their intended use, including the product being packed, its weight, storage conditions and shipping method.

An eligible unopened stock item may still be returned under our standard return policy if you accidentally ordered the wrong item.

Made-to-order and custom products cannot be returned because of an ordering error, including:

• Choosing the wrong size
• Ordering the wrong quantity
• Selecting the wrong material or board grade
• Misunderstanding the dimensions or unit of measure
• Deciding the product does not fit the intended application
• No longer needing the product

Our team is happy to provide product information and recommendations based on the details you give us. For custom or higher-volume orders, we recommend requesting a sample or testing the product before placing the full order.

Damaged, Incorrect or Missing Products

Please inspect your order as soon as possible after delivery or pickup.

Before assembling, printing, filling, labelling or using the products, please confirm that:

• You received the correct products
• The quantities are correct
• The dimensions and specifications are correct
• The products are free from visible damage

Please report visible damage, missing items or incorrect products within two business days of delivery or pickup.

When contacting us, please include:

• Your business or customer name
• Your order or invoice number
• The affected product
•  The affected quantity
• A clear description of the problem
• Clear photos of the products, packaging, labels or pallet where applicable.

Please keep the affected products and packaging aside until we provide instructions. Do not discard anything unless we confirm that you may do so.

Product Quality Concerns

Some manufacturing defects may not be visible immediately. If you discover a possible quality issue, please contact us as soon as possible.

We may ask for:

• Photos or video
• Product or bundle labels
• Manufacturing codes
• Samples of the affected product
• Details about how the product was stored and used

Depending on the issue, we may ask you to:

• Return the affected products
• Hold them for inspection
• Make them available for a supplier or manufacturer review
• Dispose of them following our instructions

Please stop using or modifying the product once you notice a possible issue. Continuing to use, print, label, fill or alter the product may make it difficult for us to properly review the claim.

We will normally provide a replacement, credit or refund upon the completion of reviewing the issue.

Restocking Fees and Specially Ordered Products

A restocking fee of 20%, with a minimum charge of $25, may apply when:

• A large-volume stock order is approved for return
• A return reduces the value of the original order below EcomPack’s $125 minimum order requirement.

Products ordered from a supplier specifically for you, and not regularly kept in stock by EcomPack, may have different return conditions. We will let you know before purchase, if a specially ordered product is final sale.

Any applicable restocking fee, supplier fee or return shipping charge will be explained when your return is approved.

Refunds and Credits

Once a return or product claim has been reviewed and approved, we may provide:

• A replacement
• A partial refund
• A full refund
• An account credit
• Another solution agreed upon with you

Any refund or credit will apply only to the products and quantities confirmed to be eligible.

Approved refunds are normally processed within five to ten business days after the returned products are received and inspected, or after the claim is approved.

Refunds are normally issued to the original payment method. Account customers may receive a credit memo or account credit.

Your bank or payment provider may require additional time to post the refund.

Return Shipping and Delivery Charges

For an approved standard return, the customer is responsible for arranging and paying for return transportation.

Original shipping, delivery, rush and handling charges are not refundable unless:

• EcomPack sent the wrong product
• The order was damaged during an EcomPack local delivery (excludes courier related damage)
• We confirm that the product is defective.

When we are responsible for the issue, we will provide instructions for returning or collecting the product.

Please do not arrange paid return shipping without our approval.

Orders With Both Stock and Made-to-Order Items

When an order contains both stocked and made-to-order items, the order will normally be delivered or made available for pickup once everything is ready.

You may request a split shipment, but additional delivery or shipping charges may apply.

Each product will follow the return conditions that apply to that item:

• Eligible stock products may be returned under our standard return policy
• Made-to-order and custom products are final sale once production begins

Refused Deliveries and Uncollected Orders

Please make sure your delivery address is correct and that someone is available to receive the order.

Additional charges may apply when:

• No one is available to receive the delivery
• The delivery location is inaccessible or unsafe
• An incorrect or incomplete address was provided
• The delivery is refused without an approved return
• A second delivery attempt is required.

Refusing a delivery does not automatically cancel the order or qualify it for a refund.

Made-to-order and custom products remain payable even if the delivery is refused or the completed order is not collected.