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Shipping and Returns
Most orders ship the same day or within 1 business day via FedEx or UPS Ground. We will determine a carrier of our choice, unless you specify which carrier to use. You may specify the carrier (FedEx or UPS) either by including a comment with your order, by emailing us, or by calling us during business hours. In most cases, if an order is received before 3:00pm CST on a business day, it will ship the same day provided the items are in stock. If you have your own shipping account number (ex: Fed or UPS Account), please include the account number you wish to bill in the comments field when placing your order, or call 877-PACTOGO (722-8646) to give us that info over the phone. On some lighter weight and small items, depending on your zip-code we may opt to ship your order via USPS Priority Mail instead of FedEx. In some cases, we may choose to substitute an item for an identical item made by a different manufacturer other than what is listed on our website. The substitute item will always be of equal or greater quality. Unlike some of our online competition, we are not a drop-shipper. We stock 90% of all products advertised on our website, and can bring the other 10% into our warehouse within 48 hours for immediate shipment. We perform our own shipping right from our warehouse which is how we're able to deliver your order with such remarkable efficiency and speed.
FedEx calculates shipping rates based on 4 criteria:
Zip Code : The further you are from Katy, TX 77449, the higher the shipping rate. The closer you are, the cheaper it becomes.
Package Weight : The heavier your item(s), the higher the shipping cost.
Package Dimensions : Bulkier items such as foam products incur higher shipping costs due to FedEx oversize (OS1, OS2) package rules. For example, a foam product may weigh just 10 lbs. but FedEx oversize rules apply due to the box dimensions and it will be rated as a 45 lb. package regardless of actual weight.
Residential vs. Commercial Address : Residential addresses (Home/Residential Delivery) are surcharged by both FedEx and UPS. Shipping rates to commercial or business addresses (FedEx Ground or UPS Ground Commercial) will save you money. FedEx/UPS also surcharge to rural addresses.
FedEx/UPS make all these shipping rate calculations in our shopping cart automatically, so whatever FedEx/UPS charges us, we charge to the customer. We never intend on making a profit on shipping. We would have loved to offer free or flat rate shipping, but due to the nature of our products (bulky, heavy), free shipping wasn't a practical solution. As a caution, do not be fooled by some of our competition who claim to be offering free or flat rate shipping when they are in fact adding the cost of shipping into the retail price of the product.
We care greatly about your packages. All orders are professionally packed, inspected, and sealed with reinforced gummed tape. We even go an extra step further to double-box or shrink wrap all fragile and crushable items such as aluminum foil pans at no additional charge. You'll be hard pressed to find another online store that ships with such care. As a result, damage claims are extremely rare. (Foam products and other oversized items will ship in the manufacturer's original box)
Shipping notifications will be sent to the email you provided when placing your order with tracking information.
Our website cannot process orders with P.O. Box address as FedEx/UPS will not deliver to them. If a P.O. Box address is provided, we will contact you to request an alternate street shipping address. If you cannot provide us with one, your order will be cancelled. In some cases (solely at our discretion, we may choose to ship your order out via USPS First Class or Priority Mail if a PO Box is provided or if you selected a FedEx/UPS method that does not sufficiently cover the shipping costs. If your only method of receiving packages is through a PO Box, please call us to place the order so we can provide you with an accurate USPS shipping rate.
Alaska & Hawaii Customers:
We gladly ship to all 50 states and DC. However you will notice that FedEx rates to AK and HI are very high, in many cases significantly higher than the cost of the item(s) being ordered. FedEx rates are beyond our control, we do not profit from shipping. We only charge you, the customer, what it costs us to ship. Many of our products are bulky therefore shipping them is higher. If you are not in any hurry to receive your packages, we strongly recommend using USPS Parcel Post to AK and HI. The delivery time will be approximately 4-6 weeks, but it will save you as much as 70% compared to FedEx rates. We offer USPS Parcel Post only to AK/HI customers and these USPS orders must be placed over the phone. To obtain USPS shipping rates to AK/HI, please call customer service at 877-722-8646
Based upon your zip code, most orders will be delivered within 3 business days of being shipped. However, orders to remote and distant addresses will take longer. FedEx delivery zones are listed below:
Returns & Exchanges:
Returns must be received within 30 days of receipt of item(s) for money back. The customer is responsible for shipping & handling costs to and from our warehouse. A restocking fee of 15% will apply for opened items. All items must be returned in original packaging and undamaged manufacturer's packaging in order to avoid the 15% restocking fee. Due to the nature of the products we sell, for sanitary and health reasons we cannot accept returns on used or opened items, no exceptions.
Incorrect or Damaged Item Received:
If you receive a damaged item or an incorrect item was shipped, we must be notified within 7 days of delivery (inducing weekends). Our customer service email and voicemail are available 24/7 if you wish to address a problem during non-business hours. We will respond promptly during regular business hours, and in many cases you will receive an email response during non-business hours. For incorrect/damaged items, we will arrange for replacing that item at no cost to you provided we receive the damaged or incorrect item back in the allotted time period.
An unopened/unused item maybe exchanged within 30 days of delivery. However, the customer is responsible for all shipping & handling costs to and from our warehouse.