Order Returns and Damages:

We do accept returns on most items, within 30 days. In the event you want to return your order, please contact customer service at 866-PKG-HERO or [email protected]  You will be given an RA # and must use this number as a reference on the return paperwork.  There is a 20% re-stocking fee. In addition you are responsible for all freight in regards to the shipment and return of the item(s).   Returned items must be in their unopened original packaging for a refund.  All items must be clearly marked with the return authorization number provided to you.  Items without a return authorization number will be denied a refund.  Please do not write on the items being returned as it will void any claim for a refund. We are unable to accept returns on custom items. Returns on HEROES' Hand Sanitizer are not currently accepted.  If you have any questions regarding your return please contact customer service at [email protected].

Shortage or Damaged Merchandise and Lost in Transit Orders:

All claims for shortages or damaged material must be made within 48 hours of delivery. No Exceptions. All shipments to be claimed as damaged, must be signed for as Damaged Product. No Exceptions. Customers requesting replacement orders for damaged or lost in transit orders may be responsible for the original order and the replacement order should a claim be denied by the carrier and/or the original shipment is delivered All customers that choose to ship products from Packaging Hero utilizing their own Carrier Accounts (UPS, FEDEX or Common Carrier) are responsible to contact their respective carriers in order to file for damage or shortage claims. Packaging Hero is not responsible for any damage or shortage claims when products are not shipped on a Packaging Hero Carrier Account. Customer specific Carrier Accounts will not provide information for 3rd parties to unauthorized personnel.

Refusing shipments/orders without a RA number will be assessed a 20% restocking fee in addition to all applicable freight.

When submitting a claim please include:

  • Signed POD noting damages, missing items or missing skids
  • If product is missing, please indicate which item(s) and the quantity per item that is missing, damaged or defective
  • Please provide picture(s) that display damaged or defective product
  • Please indicate whether or not the black spray paint lines were intact on the skid(s), if applicable
  • Please Note: signing you POD 'Subject to Count' or 'Subject to Inspection' may not be accepted as a validated signature receipt and may result in your claim being denied.

To cancel an order:

If you need to cancel your order, please contact us in writing.  If you order has been pulled for shipping, you will be charged a 20% restocking fee.  If your order has already shipped we will not be able to cancel the order.  We are unable to acknowledge order cancellations after normal business hours: Monday through Friday 8am to 5pm CST. Custom items are not cancelable.  Please contact customer service with any questions or for more information at [email protected].

Free Offers:

Free offers are not eligible for return.  Return on orders eligible for free offers will have the list price of the applicable free item deducted from returns when the returned merchandise decreased the order total below the threshold for the free item.  Please contact customer support with any questions or for more information at [email protected]


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