Most customer questions and answers can be found below.  If you still need assistance, please call us at 888-511-7225 or click here to email us

YOUR ACCOUNT
DO I NEED TO SET UP AN ACCOUNT WITH PACK SECURE?
You do not need to set up an account. You can check out as a guest. There are benefits to setting up an account though, which you can see in our next question.
WHAT ARE THE BENEFITS OF SETTING UP AN ACCOUNT?
When you create an account you will be able to get status updates online. You can re-order quickly and easily,review your previous orders and earn rewards points.
WHAT IS YOUR LOYALTY PROGRAM / REWARDS PROGRAM?

Our Loyalty / Rewards program is as follows:

You must be a registered customer to be able to participate in our rewards program.

Each time you make a purchase you are rewarded 1 point for every dollar you spend, not including sales tax or shipping charges.

When you reach a certain threshold, the first being 500 points you can redeem your rewards points for a gift certificate to be used on any future purchases at www.pack-secure.com

You will receive an email after each purchase with the rewards points received for that purchase.

To redeem your points: You log onto your account and look for your REWARDS information, when you have enough points saved you can click redeem to receive your REWARD, you will receive an email with a code for the Certificate or Item.

* Please note that this program may be discontinued at anytime. We will give 60 days prior notice to the termination of this program. The termination notice will be posted on the FAQ page. An email will also be sent out to those on our mailing list. Please see the bottom of our website for mailing list sign up. If we terminate the program for any reason, a credit will be issued to your account for half of the points that you have accumulated. Example: if you have 300 points you will receive $1.50 store credit. A request MUST be made via email before the 60 days is up to receive the close out store credits. If you do not receive a response from us to your request, please assume we did not receive it and send your request again.

Some of the rewards that can be claimed are store credits. 500 points = $5.00 store credit, 900 points = $10.00 store credit and 2000 points = $25.00 store credit

** Any rewards points earned with orders that have special pricing will be voided.

ORDER QUESTIONS
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, Mastercard, American Express, Discover, PayPal, Checks and Money Orders and Net 30 Terms (See below on how to set up terms).
HOW DO I APPLY FOR NET 30 TERMS?
Please fill out our credit application Click Here. If you have a pre-filled out form, we can use that, but need you to sign the last sheet agreeing to terms. We can have your terms approves within 24 hours if your references get right back to us.
CAN I CANCEL MY ORDER?
You can cancel your order by calling us at 888-511-7225. Unfortunately, if your order has already shipped it cannot be cancelled.
IS YOUR WEBSITE SECURE?
Yes, we have more than one layer of security.  Click here to see our security and reviews page.
CAN I ORDER OVER THE PHONE?
Yes, but it can sometimes delay the processing time. Phone orders are handled manually and then sent to the warehouse for processing.
WHAT ARE YOUR SHIPPING CHARGES?
You can find out your shipping charges by adding your item the the shopping cart and then going to view cart at the top right of our website. Once you are in your shopping cart you will just need to scroll down to the right side where it says calculate shipping. Enter your zip code in the calculate box and click calculate. Please note that Canadian orders will need to go to proceed to check out and enter the full bill to and ship to address to obtain a shipping quote.
WHAT IF I WANT TO EXPEDITE MY ORDER?
All expedited orders need to be placed before 2:00 pm est. The shopping cart will give you shipping quotes for the various expedited choices. If your item is a free shipping item, the cart will not show expedited methods. If expedited methods do not show up, please call 800-511-7225. Some inks have a hazmat fee for expedited shipments, you will see requirements in the description field.
WILL I BE CHARGED SALES TAX?
Pack Secure shall automatically charge and withhold the applicable sales tax for orders to be delivered to Ohio and Washington. For orders shipped to other states, you are solely responsible for all sales taxes or other taxes. Sometimes a product will be drop shipped and you will be invoiced for the sales tax. You will have the option to claim tax exempt at check out if you are exempt.
WHAT IS YOUR RETURN POLICY?

Pack Secure offers the following Returns Policy:

If for any reason whatsoever you need to return a product purchased from us, our policy on that return is as follows.

We will accept items for return within 30 days of delivery that are still in New, Unused and Resalable condition. Returns MUST be in original packaging. If any parts are missing or damaged, we at our discretion may still accept your item as a return, but deduct the costs from your refund for restoring the return back to resalable condition.

Claims for errors, defects or damages must be made within 5 days of delivery.

ALL returns require an RMA# prior to being sent back. If you need to make a return please Click Here to Request an RMA# When your request is received we will get back to you with an RMA# and give the correct shipping address. All packages must have the RMA# on the address label and the packing list.

Damaged merchandise will be covered through freight insurance, a claim must be started and may take up to 14 days. Defective merchandise will be exchanged, unless it is machinery. *Defective machinery will be covered under the manufacturer's warranty, the customer must contact the manufacturer within the given warranty time frame. If the wrong product was shipped to you, we will exchange it for the correct product.

Refunds will be for the purchase price of the item(s) only. Shipping costs are the responsibility of the customer unless the return is because of our error. Shipping costs for any return of merchandise due to our mistake will be covered by Pack Secure.

All items returned that were sold with free shipping will have our actual shipping cost deducted.

A manufacturer's re-stocking fee of 15% will apply to all* non-defective returned merchandise.

Any products returned without an RMA# will have a 20% restock fee applied, please note that your package may be rejected without an RMA#. Any returns sent after the RMA authorization period may not be accepted as a return. If it is accepted there will be a 20% restock fee.

*A 20% manufacturer's re-stocking fee will apply to Peanut Dispensers/Vacuums, Smart Jet, JetStamp, Speed-i and all other Reiner machines.

After we receive the return in new and resalable condition, a refund or exchange will be quickly given.

Please note any refused packages, may not be accepted as a return. If the package is accepted at our warehouse, it will be treated as a return and our return policy will be applied, as well as a return shipping charge. Any undeliverable packages that are returned to our warehouse will be treated as a return and a return shipping charge will be applied.

Custom Orders are NON-RETURNABLE. A custom order is any additional work done to a machine, such as installing an imprinter etc. A custom order is also, special orders for sizes of products we do not keep in stock, such as bags made to order etc. Marsh Super Size Stencil machines and parts are also considered Custom Orders.

In addition for our Canadian Customers: If your order is returned to us by customs due to an error on your end, our return policy will apply.

Click here to request an RMA#

WHAT IS YOUR SHIPPING POLICY?

Shipping Time -- Most orders will ship within 24-48 hours of order placement. We make every attempt to process your order in a timely manner. Orders are not processed or shipped on Saturday, Sunday or Federal Holidays.

We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by Pack Secure only as an estimate. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.

Please note that any free shipping items we offer will state free shipping on the item page.

For expedited shipping you must call us before 2:00pm EST to make arrangements.

If you would like us to ship on your UPS account, please note that there will be a logo on the product page stating how to use your UPS account. Not all products are able to ship on your UPS Account. Please call us for details.

Please note that if the shipping address supplied is incorrect and we are billed an address correction fee by UPS or any other freight company, this fee will be billed to your credit card or to you directly.

Our products ship from various warehouses throughout the country. For a multiple product order, we will make every attempt to ship all products contained in the order at the same time. Do to the fact that we ship from several warehouses, products may not ship from the same location.

WHAT IF MY ORDER IS OUT OF STOCK?
We always try to have all product on hand, unfortunately there may be times when the product you have ordered is out-of-stock which will delay fulfilling your order. Although this seldom happens, we will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping. Your order will ship as soon as it is available. Your shipping costs will not change.
DO YOU OFFER DISCOUNTS and/or VOLUME DISCOUNTS?
Yes, we do offer discounts which can be found on our special offer page Click Here. Volume discounts need to be manually quoted and requests should made using our quote form Click Here.
HOW DO I GET A QUOTE?
Just fill out our quote request form Click Here. Please be sure to include all part numbers and quantities.
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