Order Status:

Has my order shipped?

Orders ship next business day.  You will receive an UPS or FedEx tracking number once order has shipped.  Please check your spam mail from [email protected] Most orders ship within one business day if inventory is available, and orders are placed before 12 pm Central Standard Time. Shipping times may vary depending upon the product ordered. We process and ship orders Monday through Friday. Our office and warehouses are closed on the weekends as well as major holidays. 

What is your order Processing Time

Most orders ship within one business day if inventory is available, and orders are placed before 12 pm Central Standard Time. Shipping times may vary depending upon the product ordered. We process and ship orders Monday through Friday. Our office and warehouses are closed on the weekends as well as major holidays. 

How do I change quantities, items on the order or cancel my order once its placed ?

In order to cancel or change an item in My Order you will have to contact us via email [email protected] or phone.  If the order is already processed, we will be unable to cancel the order. Customer is responsible for returning back to us and follow our return policy below.

How do I track my order?

You can track your order after our shipping department has generated a tracking number.  Most of our orders are shipped through FedEx Ground or UPS Ground.  At the time of providing the tracking number we will also provide the carrier.

My order never arrived?

If your order never arrived please access your tracking number by visiting the carriers  we provided or contact us via email or phone or click support and we can gladly help. If delivery issues that are caused which are out of our control (such as carrier losing the packages, carrier damaging packages, delayed items, wrong address provided during the orders etc..), we are not responsible for shipping delays. We are also not responsible for delays in shipping because of acts of God such as flood, snowstorms, natural disasters, or any other extraordinary circumstances that cause interference with carrier routes.

An item is missing from my shipment?

If an item is missing from your shipment please contact us via email or phone or click support immediately  and we will gladly fix the issue.

My product is missing parts?

If the product is missing parts please contact us via email or phone or click support and will resolve the issue.

Can I have an order shipped to my PO box?

No, because all our orders are shipped UPS and FedEx and they don’t allow PO addresses.

Can I ship my order to a different address?

Yes, you can ship orders to a different address.  When you check out it will give you option under shipping information to enter a new address.

How long will it take to receive my order?

Any orders received before 1pm will be shipped out the same day. Orders after 1pm will be processed and shipped the next business day.  95% of US Poly Pack orders are shipped within 24 hours. Because we have 5 warehouses place across the US most deliveries are made with 2 business days.  

What credit cards does uspolypack.com accept?

Credit cards uspolypack.com accept are Visa, MasterCard, American Express, and Discover

Can I purchase an item by check?

Sorry we don’t accept checks, but for large orders we accept bank payments.

Can I return an item that is damaged, defective, or I just don't want?

Yes, we will gladly accept damaged and defective items once we determine that product occurred at our facility or through our partners carriers. 

Orders that you don’t want please view our return policy below:

Our return policy is 30 days for full refund only if the item is unopened and in original new condition.  If item has been used than item can not be returnedShipping charges are paid by buyer and buyer will be assessed a restocking fee of 20%.  If the items are returned without return authorization (without RMA number), without shipping tracking information, and without return authorization email from US Poly Pack, they are NOT eligible for any refund.  Defective products are subjected to testing on our end in which will require a sample to be sent to us for further confirmation and testing. See last question for SEALERS return policy only.

You must contact US Poly Pack prior to sending back a return for refund or return for exchange. We will issue you a return merchandise authorization number (RA) that must appear on the outside of the return box. We cannot accept return shipments that do not have an RA numbers listed on the box. If a damaged and/or defective product is returned without a return authorization (RA), the customer will not be eligible to receive a replacement or refund.

Changes or Errors in Shipping Address or Address Type (Residential vs Commercial)

Please review our shipping policy page at https://www.uspolypack.com/Shipping-Info_ep_42-1.html

Please contact our Customer Service team at 877-899-3466 immediately if you need to make a change to your shipping address. Once an order ships, there will be fees associated with updating an address or we might not be able to change the address. We may charge** any excess shipping surcharges to your method of payment as a result of appropriate address corrections made by the carriers.

If an incorrect address is given at the time of the order and is corrected by our carrier, you will be responsible for the associated fees. Our carriers typically charge $15 per item to correct an address.

Any items returned to us due to incorrect address, refused shipment, or unsuccessful delivery, will be treated as a standard return and subject to shipping and restocking fees.

*The following types of returns will be refunded less shipping costs and are subject to a 20% restocking fee: orders shipped to an undeliverable address, error in the shipping address, orders cancelled or customer changed mind after the order shipped. Clearance Items are not eligible for return.

**These may include residential or liftgate surcharges in cases in which customer has selected a lower cost shipping method or free shipping method for which they do not meet the criteria. We will make reasonable attempts to mitigate the need for this, try to reduce them, and contact you regarding any additional charges. Shipping charges on custom orders will vary.

Do you require Delivery Signature?
Because Residential Deliveries are sent without a signature requirement, we have little to no resource when disputing lost packages with our shipping carriers. Alternatively, you can opt to have shipments sent to a commercial address where a signature may be required for proof of delivery.

Can I return an item that is custom manufactured?

CUSTOM PRODUCTS- Any manufactured items that are custom manufactured to your specifications on printing, sizes, gauges, etc.

If you have ordered a custom manufactured item, it may not be returned unless the product is defective. We simply require a picture or sample of the item you are requesting to return, as well as state the reason for the return via creating ticket on our support page. We then must review and confirm your request before we can issue your RMA (return merchandise authorization).

Why was I charged sales tax on my purchase?

As US Poly Pack is based in the State of Texas all customers within Texas will be access state sales tax unless a tax exemption form is provided by the customer.  https://comptroller.texas.gov/forms/01-339.pdf

How are shipping charges calculated?

All shipping is done through FedEx or UPS and calculated according to size, weight and location of where the package is being sent too.  If next day delivery is needed contact us via email or phone for this special need.  

How do I contact The Customer Service Department?

You can reach customer service department via email or phone or click support.

What if item is not in stock?

All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order or provide you with back order date, using the original method of payment. If you need current availability for products and/or expediting options, please contact our customer service team at (877) 899-3466.

Tolerances:

Please click below on detail information about tolerances.

Tolerances Link

Poly Bag Appearance and Packaging:

If you need to protect an item during storage or shipment, US Poly Pack can supply a poly bag that can outshine the competitors. If you require a poly bag that is not for heavy items and require only a simple shield for protection, then a lighter density poly bag would be best. Heavy density poly bags are good to use in more harsh environments where dirt, debris, and moisture are factors and could cause damage. Because of this, we recommend you contact us to discuss your options if this is something of importance to you. Typically, we ship our poly bags in Cases of 1000. Poly tubing however is shipped on a Roll. Please note each product is listed with how it is packaged in the product Name and description.

Domestic Products:

Due to most of our products being manufactured and packaged for industrial use, domestic bags that are not on rolls will be packaged loosely in corrugated boxes. Because these bags are not folded in a neat manner, keep in mind they will contain wrinkles and creases due to placement within the box. These bags are tightly packed so we can ship them as efficiently as possible.

Imported Products:

Our bags come from all areas of the world where labor costs are very affordable. Almost all of our bags are imported from China, Taiwan, & Vietnam. While some imported bags can still have creases, these products made from foreign manufacturers, are far less likely to have wrinkles and folds which are common among domestically produced bags.

Bags and Tubing on Rolls

Our tubing is a perfect way to package your long or oddly shaped items. Tubing is made on a roll and easily assessable as well as easy to package your products quickly and accurately. Tubing allows you to cut and close both ends by heat sealing, stapling, or tape. With clear poly tubing, it allows you to pull out your necessary length you need for your item and cut the required length for your product.

Shrink Films and other High-Performance Films

Our shrink bundling films are made up of a 3-layer polyethylene (PE) plastic film material. When you apply heat to shrink film, it shrinks tightly over the product you are covering. The pros of using Polyethylene shrink film is its durable and thicker-offering more stretch ability.

My Account:

 How do I create an account?

1.     Click on “My Account” tab

2.     Click “Create Account”

3.     Follow the prompts

How do I edit my account information?

1.     Click on “My Account” Tab

2.     Log in as “Returning Customer”

3.     From there should be able to edit account information

How much is my shipping?

All shipping is done through Fedex or UPS and calculated according to size, weight and location of where the package is being sent too.

I forgot my password?

1.     Click on “My Account” tab

2.     Under “Forgot your password” field

3.     Enter your email address and click “Reset my password”

How do I return my product?

Our return policy is 30 days for full refund only if the item is unopened and in new condition.  If item has been used than item can not be returned.  Shipping charges are paid by buyer and buyer will be assessed a restocking fee of 20%. 

Steps to be taken when returning an item:

1.     Fill out Returns Form Here or contact us via email or phone

2.     We will provide you an RMA form with number

3.     RMA form needs to be attached and number will need to be written on the outside of the package, if not written refund will not be given

4.    Mail back package with address given on RMA form with tracking.  Do not mail back package to corporate or PO box address.

5.     After receiving the package we will inspect the package and issue credit.

I received the wrong product?

If you have received wrong item please contact us via email or phone within 72 hours after receipt of product and we will gladly correct the matter. 

What is your shipping policy?

Please review our shipping policy page at https://www.uspolypack.com/Shipping-Info_ep_42-1.html

What is your return policy?

Our return policy is 30 days for full refund only if the item is unopened and in new condition.  If item has been used than it can not be returned.  Shipping (with tracking) charges are paid by buyer  and buyer will be assessed a restocking fee of 20%

When will my order ship?

Orders will ship the next business day.   Once order has shipped you will get a UPS or Fedex tracking number via email stated on your account information.  Please check your spam mail from email [email protected]

New Customer Verification

Some orders may fall subject to our FraudWatch suite which will need immediate review and confirmation from our customer via email or phone before processing. For new customers where our FraudWatch suite puts orders in review, we need to review them and get confirmation from our customer via email or phone. 

New customers are entered into “review status” after their order is placed. This status allows our customer service representatives to review all sections of the order before shipping. Once verified by Customer service, we will then process the order. Some instances will require us to call and voice verify. 

If your order has been pending for more than 1 business day, please call us at 877-899-3466 to resolve the issue. 

We give daily notices in attempts to reach you for verification of your order. After one week has passed, and we have had no contact from you, we will have to cancel and refund your order

Website Errors

US Poly Pack makes every effort to ensure the information we provide to our customers on our website is as accurate and complete as possible. However, there may be some instances when information about our products as described on our website may be different than the products received from our manufacturer. US Poly Pack reserves the right to correct or update the content of our website at anytime without notice.

US Poly Pack also reserves the right to refuse or cancel any orders containing errors or inaccuracies. If an order is canceled after your payment has been processed, US Poly Pack will issue a full refund.


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