Frequently Asked Questions

"Where is my order / when will it ship?"

Most orders are processed and shipped within 1–2 business days, but LTL shipments may take slightly longer depending on carrier pickup schedules. Once your order leaves our warehouse, you'll receive a confirmation email with a tracking number. From there, you can follow the shipment directly through the carrier's website. If it's been more than two business days and you haven't received tracking information, check your spam or promotions folder first. If there's still no sign of it, please contact us with your order number. We'll investigate immediately to ensure your order is in motion and provide you with an update.

"How long does it take to receive my order?"

Our shipping team works hard to ship in stock products the same or next business day at the latest. Orders shipping in the continental US will receive their order in 1-5 business days.

"My tracking number hasn't updated — is my order lost?"

Not necessarily. It's common for tracking numbers to show no movement for the first 24–48 hours, especially during busy shipping seasons. Carriers like UPS and USPS occasionally delay scan updates until your package reaches a central hub. If it's been more than two business days since you received the tracking number and there's still no progress, reach out to our support team. We'll contact the carrier directly or launch a trace to ensure your order isn't delayed or misplaced.

"Do you ship to PO boxes or APO addresses?"

Yes, we ship to PO boxes and APO/FPO addresses via USPS. However, certain larger products or bulk orders may exceed size or weight limits for PO boxes. In those cases, we may contact you to request a physical address. If you're unsure whether your order qualifies, feel free to reach out before purchasing and we'll help guide you through the best delivery method.

"Can I expedite shipping?"

Expedited shipping options are available for many items and can be selected during checkout. Availability may depend on your location and the size of your order. If you're working against a deadline or need a guaranteed delivery date, we recommend reaching out to our team before placing your order. We'll walk you through the fastest available options and ensure your timeline is realistic based on carrier estimates.

"Do you ship internationally?"

At this time, we only ship within the United States and to Canada. Please contact us to place an order shipping to Canada, as our website is unable to support Canadian addresses. If we expand our shipping options in the future, we'll update our site and notify customers who've expressed interest. If you're a business with freight forwarding capabilities, feel free to contact us to explore options.

"I didn't get a tracking number — can you resend it?"

Of course. Tracking emails are automatically sent when your order ships, but they can sometimes land in your spam or promotions folder. If you still can't find it, just send us your order number (or the email address used at checkout) and we'll resend your tracking info right away. We can also verify whether your order has already shipped or if it's still being processed.

"My order arrived damaged — what do I do?"

We're truly sorry your order didn't arrive in perfect condition. If this was an LTL shipment, be sure to note the damage on the Bill of Lading when signing for delivery. To help us resolve the issue quickly, please email our support team at service@epackagesupply.com with:

• Your order number
• Clear photos of the damaged item(s)
• A photo of the packaging, if possible

We'll review the issue right away and offer you either a full replacement or a refund — whichever you prefer. You won't be required to return the damaged item in most cases. We may also use the photos to file a claim with the shipping carrier or improve our packaging process moving forward.

"How long does it take to get a refund?"

Once we confirm a refund is due — whether it's for a return, a damaged item, or a duplicate charge — we process it immediately on our end. Refunds typically appear on your original payment method within 3 to 5 business days. Processing times may vary depending on your bank or credit card provider. If you haven't received your funds after 5 business days, feel free to reach out so we can follow up.

"I received the wrong item — how can I get the correct one?"

We apologize for the mix-up. If you received the wrong product, just send us an email with:

• Your order number
• A photo of what you received, showing the model number on the product if possible

We'll verify the error and ship the correct item out immediately. If needed, we'll also send you a prepaid return label to send back the incorrect item — but in many cases, you may not need to return it at all.

"Do I need to return a damaged item to get a refund or replacement?"

In most situations, no. We typically just ask for clear photos of the damage and the packaging, which we use for internal records and carrier claims. If we do need the product returned (which is rare), we'll provide you with a free return label and instructions. Our goal is always to make the process as quick and hassle-free as possible.

"What's your return policy?"

We accept returns for unused, unopened items within 30 days of delivery. Items must be in their original packaging and suitable for resale. If you need to return something:

1. Contact us at service@epackagesupply.com with your order number and reason for return.
2. We'll provide you with a return authorization and shipping instructions.
3. Once we receive and inspect the item, we'll issue your refund.

Note: Return shipping costs may be deducted from your refund unless the return is due to a mistake on our end (e.g., damaged, incorrect item).

"Are your containers BPA-free?"

Yes — all of our food-grade plastic containers and lids are 100% BPA-free. We use materials like polypropylene (PP) and high-density polyethylene (HDPE) that meet FDA standards for direct food contact. BPA (bisphenol A) is not used in any part of our production process. Whether you're packaging honey, dairy, dry goods, or liquids, you can feel confident your container is safe for food storage — even long term.

"Can I freeze these containers?"

Absolutely. Most of our containers are freezer-safe and can handle cold temperatures without cracking or becoming brittle. They're typically made from polypropylene or HDPE, both of which perform well in freezing environments. When freezing liquids, leave some headspace (10–15%) to allow for expansion. This helps prevent lids from popping off or the container from warping.

"Are your products microwave-safe?"

Many of our containers are microwave-safe, especially those made from polypropylene (PP). That said, we always recommend the following:

• Remove the lid before microwaving to avoid pressure build-up
• Avoid overheating fatty or sugary foods, which can get hotter than boiling water
• Check the individual product page for microwave guidance — if you're unsure, we're happy to confirm

If you're using the container for repeated microwave use, we recommend choosing a style explicitly labeled as microwave-safe.

"Will this lid fit that container?"

Every container has specific compatible lids, and these are clearly listed on the product page. Our team carefully tests fitment by diameter and style — but if you're mixing containers from different categories or unsure about sizing, email us with the SKU or product name, and we'll personally verify lid compatibility for you. Getting the right match is important, especially for sealing or stacking.

"Are these containers airtight?"

Only some of our containers are truly airtight. If a product is labeled "airtight," that means the lid creates a seal that prevents air exchange, often using a gasket or tamper-evident mechanism. Many of our standard lids offer a snug, secure fit but aren't considered fully airtight. If you're storing liquids, perishable food, or sensitive ingredients, we recommend products with airtight or gamma seal lids. Let us know your use case and we'll recommend the best option.

"Do your lids come with the containers, or are they sold separately?"

Lids are sold separately, so customers can choose the exact lid type they prefer. Our container and bucket product pages note which lids will fit that item, or you can always contact us to ask about specific lids or combinations.

"What temperature range can your plastic containers handle?"

Most of our plastic containers are made from polypropylene (PP) or HDPE, which perform well in a wide range of temperatures:

• Polypropylene (PP): ~0°F to 250°F
• HDPE: ~-40°F to 160°F

These containers are suitable for freezing, hot-fill applications, and microwaving (in many cases). However, they are not oven-safe and should never be placed on a stovetop or exposed to direct flame. If you need help selecting a container for high-heat or cold storage use, let us know your application and we'll match you with the right product.

"Why don't buckets/containers have 'food grade' printed on them?"

US manufacturers are not required to use the international symbol for food grade plastic. We instead use a series of arrows around a number to indicate the type of plastic. The numbers that indicate food-grade plastic are typically 1, 2, 4, or 5:

• 1: Polyethylene terephthalate (PET or PETE)
• 2: High-density polyethylene (HDPE)
• 4: Low-density polyethylene (LDPE)
• 5: Polypropylene (PP)

"What are the hot fill and freeze temperatures?"

Temperature ranges vary by product. Please contact our team for specific guidelines.

"If you remove the tear strip from the lid, can it be reused?"

Yes! Removal of the tear strip does not affect the function of the lid, it is only an indicator that the bucket has been opened and resealed.

"Are products recyclable?"

Yes, our products are recyclable. Please check your local recycling program to make sure it is accepted in your area.

"Why was my card charged twice?"

Duplicate charges are rare, but they can happen if the "Place Order" button is clicked more than once during checkout — especially if the page appears to lag. If you notice two charges on your statement, contact us right away with your order number (or the email used at checkout). We'll confirm whether the duplicate charge is real and issue an immediate refund if needed. Some banks also show temporary "authorization holds" that disappear within 1–3 business days — we can help clarify what you're seeing.

"Can I get a copy of my invoice or receipt?"

Absolutely. Just email us at service@epackagesupply.com with your order number or the email address used at checkout. We'll send you a PDF invoice with full order details — including line items, quantities, billing/shipping info, and tax breakdowns. This is helpful if you're managing business purchases or need records for accounting.

"Do you accept purchase orders?"

Yes — we're happy to work with businesses, schools, and government agencies that use Purchase Orders (POs). To set up PO billing:

1. Email us with your business name and estimated order volume
2. Include your resale or exemption certificate if applicable
3. Once approved, we'll activate PO terms on your account and provide ordering instructions

"Can I pay with terms (Net 30)?"

Yes — we offer Net 30 payment terms for qualified businesses, institutions, and resellers. To apply:

• Send us your business info and tax/resale certificate
• Include a contact person and billing email
• We may also request trade references or credit info for larger accounts

Once approved, you'll be able to place orders via PO or email and pay by check or ACH within 30 days of invoice.

"Do you offer discounts for large orders?"

Yes — we offer volume-based pricing for large orders, recurring purchases, or pallet-level quantities. If you're a distributor, food producer, or organization that buys in bulk, contact us with:

• The product(s) you're interested in
• Estimated quantity or frequency of orders
• Shipping zip code

We'll prepare a custom quote and, if applicable, offer freight shipping coordination to save on costs.

"How do I become tax exempt?"

If your organization is sales tax exempt, send your resale certificate, tax exemption form, or equivalent documentation to service@epackagesupply.com. Include:

• Your business name
• Your shipping/billing address
• The email address associated with your account

Once we verify the documentation, we'll update your account so future orders won't be charged sales tax. We'll also confirm via email when your exemption is active.

"Can I place recurring orders on a schedule?"

Yes — we can arrange scheduled, recurring shipments for customers with regular needs. This is ideal for manufacturers, co-packers, or resellers who want to "set it and forget it." You choose:

• The product(s) and quantity
• The shipping interval (e.g., weekly, monthly, quarterly)
• Your preferred payment method

Just reach out and we'll build a custom reorder plan that suits your business.

"How do I submit a resale certificate?"

Simply email your certificate to service@epackagesupply.com with:

• Your business name
• Business address
• Contact person and phone number (if needed)
• Email associated with your account

We'll verify the documentation and update your tax-exempt status in our system, then confirm it's active. Once approved, you'll no longer be charged sales tax at checkout.

"Can I get a W-9 from your company?"

Yes. Many of our business and institutional customers require a W-9 form for procurement purposes. Just email us a request and we'll reply with a signed, current PDF version for your records. We're happy to include our EIN and business address on file for vendor setup.

"Do you offer bulk discounts?"

Yes, bulk discounts are available on our website for each product. For larger orders or special pricing, please give us a call.

"When will [product] be back in stock?"

Restock timing can vary by product depending on demand, manufacturing schedules, and supply chain logistics. For many high-volume items, we replenish stock regularly, but some specialty products or containers with custom molds may take longer. If you're waiting on a specific item, email us with the product name or SKU and we'll give you the most accurate restock ETA we have.

"Can I be notified when an item is back in stock?"

Yes! Navigate to any out of stock product page or color/type variation, and you will see a "Notify Me" button. Click that, provide your email address, and you will receive a notification when the item comes back in stock.

"Why are some products out of stock for so long?"

Certain items — especially those with special molds, custom lids, or non-standard sizes — may have longer lead times due to raw material availability or overseas manufacturing constraints. Additionally, demand spikes during certain seasons can extend turnaround times. We do our best to keep top-selling items in stock and offer similar alternatives when possible. Let us know what you're looking for — we might have a comparable option in stock.

"Can I pre-order an out-of-stock item?"

Yes - please contact us and we will help you set up pre-orders for any out-of-stock items.

"I can't log into my account — what should I do?"

Start by double-checking that you're using the correct email address associated with your account. If your login credentials aren't working, click the "Forgot Password" link on the login page to request a reset. If the reset email doesn't arrive, check your spam or promotions folder. Still locked out? Contact us directly and we'll help you manually reset your password or verify account access.

"I didn't receive my password reset email — can you send it manually?"

Absolutely. First, check your spam, junk, or promotions folders. If it's still missing after a few minutes, email us at service@epackagesupply.com and we'll send a secure reset link directly from our system. Be sure to include the email address associated with your account so we can find you quickly.

"Do I need an account to place an order?"

Not at all. We offer a guest checkout option for your convenience — no account is required to complete a purchase. However, creating an account allows you to:

• Track current orders
• View your order history
• Save shipping addresses
• Reorder quickly

It's totally optional, but can be a nice time-saver if you shop with us regularly.

"My cart keeps clearing when I try to check out — what's going on?"

This is usually a browser-related issue. Try these quick fixes:

• Clear your browser's cookies and cache
• Disable any browser extensions like ad blockers
• Switch to a different browser (we recommend Chrome)
• Make sure you're not using incognito/private mode

If your cart still isn't saving or checkout fails to load properly, contact us. We'll help place your order manually or troubleshoot the issue with you step-by-step.

"The checkout page won't load — how can I place my order?"

If checkout won't load, it may be due to a temporary internet connection issue, browser setting, or device incompatibility. Try:

• Refreshing the page
• Using a different browser or device
• Disabling any popup blockers

If it still won't work, email us with the items you want and your shipping address — we'll prepare a manual invoice for you and complete the order outside of the website.

"I didn't get a confirmation email after ordering — did it go through?"

Confirmation emails are sent automatically after you complete checkout. If you didn't receive one:

1. Check your spam/junk/promotions folders
2. Search for subject lines like "Order Confirmation" or "ePackageSupply"
3. Make sure the email address you used at checkout was correct

Still can't find it? Contact us with your name and approximate order time — we'll confirm if it went through and resend the email.

"I'm getting an error when trying to pay — what should I do?"

Double-check your:

• Card number
• Expiration date
• CVV security code
• Billing address (must match the one on file with your bank)

If everything looks right but the payment still won't go through, try a different card or contact your bank — sometimes fraud protection flags online purchases. You can also email us with your order and shipping details, and we'll create a custom invoice for manual payment.