Eligibility
| Category | Return Window | Condition | Return Shipping |
| Stock Items | 14 Days from Delivery | Unused, in Original Packaging | Buyer pays; we supply label & deduct actual cost from refund |
| Custom Printed Items | Non-returnable | —– | —– |
| Samples | Non-returnable | —– | —– |
Custom-printed packaging is made just for you; therefore, it cannot be restocked or resold.
Defects or Print Errors
If your custom order arrives with a material defect (wrong dieline, color shift beyond ±5 ΔE, mis-registration, etc.):
- Email support@ecopacks.us within 7 days.
- Attach order number, photos, and a brief description.
- We’ll reply within one business day with a replacement or refund option.
Refund Process
| Scenario | Resolution | Time |
| Approved stock-item return | Full product price (less return label) | Within 3 – 5 business days of warehouse receipt |
| Canceled prior to production | 100 % Refund | Within 3 – 5 business days |
| Canceled after production has begun | Refund minus incurred material & setup costs (usually 30 – 70 %) | Within 3 – 5 business days |
| Production error confirmed | Free reprint or 100 % refund (your choice) | Replacement ships ASAP; refund 3 – 5 business days |
Refunds post automatically to the original payment method; bank processing times can add 2–7 days. If you haven’t seen the credit after 10 business days, email us and we’ll investigate.
Exchanges
We do not offer traditional exchanges. To change a design or size, please place a new order once your refund or reprint is approved.
How to Start a Return or Claim
- Gather your order number and photos (if applicable).
- Email support@ecopacks.us or use the “Request Return” button in your account dashboard.
- Our team will respond within one business day with next steps.
Contact
EcoPacks Customer Care
- Email: support@ecopacks.us
- Phone: +1 (669) 201-7860 (Mon-Fri 8 am – 5 pm PST)
Mailing Address: 2261 Market Street STE 22094 San Francisco, CA 94114