Returns & Refunds

The EcomPack Team is committed to providing quality products and services to all our valued customers. We work with our customers and suppliers to source, inventory and delivery the best products from reliable supply partners.

All products are checked at 3 stages of our supply chain:
#1) When the products / goods are received into our warehouse.
#2) When we do physical inventory counts.
#3) Before the products are shipped out to our customers.
        a) If an EcomPack driver delivers the order, we take a picture of delivery for quality and accuracy.

Our team is always checking for irregularities, inconsistency and damages to any products and supplies before we ship out.

Return Policy:

It is our goal to ensure our customers are 100% satisfied. However, should there be an occasion when you are not satisfied with our product, we will work with you to process returns of items purchased within the previous 30 days that are unused and in the original packaging. Items sold in bundles, packs, or cases must be returned in full. Partial returns are not accepted.

The following items are non-returnable:

1. Any paper products, corrugated items, stocked boxes, custom corrugated, custom pads, custom boxes, custom tapes, and all types of customized products. 
2. Items that are Discounted and on Sale 
3. Perishable items, sanitary goods, hazardous materials, or flammable liquids/gases.
4. Some health and personal care items; Janitorial Supplies, Gloves, Masks. 
5. Any items that are in a different condition than when delivered: Printed, co-packed, sorted, changed or modified in any way.

Cost for the transportation of the return items are the responsibility of the customer.

Volume Quantity Orders are subject to 20% Re-Stocking Free's upon approval to return.

Reporting an Issue:

If there are any quality issues, the following steps must be followed ASAP:
#1) Take pictures and document the issue. Must be done within 1-2 days of delivery.
        *Failure to document the issue at delivery, will result in no claims being approved*
#2) Send an email to Hello@ecompack.ca or your Rep with your business name, order number, pictures and details about the issue.
#3) ALL issue items must be returned to be inspected. We only replace what we get back.
#4) The EcomPack team will take the product to our manufacture supplier to address the issue.

Small Issues: Exchanges / Credits:

From time-time there may be small quality issues due to make-ready processes in manufacturing or damage during transport. The EcomPack team will inspect, exchange or provide a credit/refund for any faulty products if under $50 in value (before taxes). Small issues require full documentation at time of delivery.

Modifications to Products:

EcomPack will NOT cover any costs of production, print co-packing, labeling, sorting or labour associated with any change and modifications to any products provided. It is the responsibility of the customer or their third party provider to identify any product issues and return the products unused in a timely manner to the EcomPack team.

Claims Time:

The claims process varies in length from 1-4 weeks depending on the product and issue. This process is expedited by the EcomPack team, but limited due to our supply partners responsiveness. The EcomPack team will require a new PO for new stock to be delivered until the claim is processed.

Disapproved Claims:

If a claim has not been approved, all costs for the products and delivery will be the customer’s responsibility. EcomPack reserves the right to seek mediation for any unpaid invoices due to a claim not being accepted by the manufacturer.

Approved Claims:

If the claim is deemed to be an issue due to the manufacturing process, our supplier will authorize the claim and provide an exchange or credit for the value of the product.

Any claims will only be processed in 1 of 2 ways:
#1) Exchanging products that are deemed to have a quality issue by the manufacturer.
OR
#2) Providing a credit for the value of the returned product with an issue.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.