Overview

At Pro Pack Solutions Inc., we strive to process and ship your orders efficiently and carefully. Please review the following guidelines to ensure your order and delivery process runs smoothly.

Order Processing

• Orders are typically processed within 2–3 business days before shipping.
• Orders placed on weekends or U.S. holidays will begin processing on the next business day.
• Please allow an additional 3–7 business days for transit. Delivery time within the continental U.S. is generally 7–12 business days from order placement to receipt.
• Processing and shipping times may be delayed during inventory counts, inclement weather, or periods of high order volume.

Shipping Methods

• Unless otherwise requested, orders ship via UPS Ground or the carrier offering the shortest lead time, freight prepaid, with shipping and handling added to your invoice or order total.
• Tracking numbers are available upon request by contacting Customer Care at 1-888-897-2668.

LTL Shipments

• Less-Than-Truckload (LTL) shipment rates may not include additional fees such as residential delivery, lift gate, or delivery appointment notification. These fees are the customer’s responsibility and will be added to your invoice.
• If special services are required, please note them in the Special Instructions & Notes section during checkout.
• Delivery requiring a signature is available upon request.
• LTL orders ship complete, and additional fees apply for partial shipments.
• For pallet deliveries, please inspect all shipments before signing. Signing the receipt confirms the shipment was received in good condition. Any missing or damaged items must be noted on the delivery receipt; otherwise, we cannot file a claim with the carrier.

Collect Shipments (Customer Accounts)

• We accept customer shipper account numbers (UPS, FedEx, etc.).
• A $7.50 handling fee applies when using a customer account.
• Please provide carrier details and instructions during your order. For online orders, include this information in the Special Instructions & Notes field at checkout.
• If a shipment results in a chargeback due to an invalid account, incomplete instructions, or undeliverable address, the customer is responsible for all associated shipping charges plus a $35 administrative fee.

Expedited Shipping

• Expedited shipping for in-stock items may be requested at checkout or by phone.
• The cutoff time for same-day expedited shipping is 10:00 a.m. PST. Orders placed after this time, or on weekends/holidays, ship the next business day.
• If expedited charges are unavailable at checkout, we will contact you for approval. If we cannot reach you, we will still process the expedited shipment and charge the applicable rate.

Drop or Blind Shipments

• Drop shipments and blind shipments can be arranged upon request.
• Please contact Customer Care at 1-888-897-2668 for details.

International Shipments

• All international orders (including Puerto Rico and U.S. Territories) ship from our California distribution center.
• For international shipments (excluding Canada), a minimum order of $2,500 is required, and customers must provide their own Freight Forwarder.
• All shipping costs, taxes, duties, tariffs, and customs fees in the destination country are the customer’s responsibility.
• To arrange international shipments, please contact hello@propacks.net.
• Canadian Shipments: Orders shipping via UPS include brokerage fees and taxes in the displayed shipping cost. Customers using their own carrier are responsible for all fees and customs brokerage.

Shipping Deadlines

Our carriers have set pickup deadlines to ensure same-day processing:

• USPS and FedEx: 12:00 p.m. PST
• UPS: 1:00 p.m. PST
• All other carriers: 24-hour notice required prior to pickup Orders received after these deadlines will ship the following business day.

Missing or Damaged Merchandise

• All shipments leave our warehouse in optimal condition and meet carrier packaging standards.
• For freight prepaid shipments, claims for missing or damaged items must be reported within 30 days of receipt to Customer Care at 1-888-897-2668.
• For freight collect shipments, claims must be filed directly with your selected carrier.
• Pro Pack Solutions Inc. is not responsible for damages during transit, but we will assist with information needed for filing claims with the carrier.

Payment for International Orders

• All international orders require payment by certified cashier’s check drawn on a U.S. bank or electronic funds transfer (EFT) prior to shipping.
• Credit cards and money orders are not accepted for international orders.
• Freight options include:
  • FedEx International Priority
  • FedEx International Economy
  • Collect shipment via your Freight Forwarder
• Freight rates are calculated at the time of shipment and may require an additional 48–72 hours of processing for international orders.

Contact Information

For any shipping questions or assistance, please contact: hello@propacks.net.