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
Our Knowledge Base can be found by clicking here
Our Loyalty / Rewards program has been discontinued:
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.
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.