FAQ
A list of our most frequently asked questions.
Ordering
Q: How do I place an order?
A: The fastest and easiest way to order is to use our Store page on this website. Orders are closely monitored Monday-Friday. In-stock products on orders received by 11am PST/PDT will be shipped same business day.
Q: How do I check status of order?
A: Once you have logged into our site and established a customer account and secured password, simply select My Account tab to review orders, change quantities on orders, print invoices, etc. You'll find a wealth of account services options on that page.
Q: Can I look up prior orders?
A: You bet. See previous answer for instructions. You can look up past orders and place new orders for same or different quantities in seconds.
Q: What about sales tax?
A: Customers of the following states below who hold resale permits can print a Resale Certificate and email to [email protected]. Upon receipt, customers will be issued a Source Number to be entered upon check out, and sales tax will not be charged.
Go to Tax Exemption Form Page>
Child Resistant Certifications
Q: Are your products certified?
A: We have a long list of products that have been tested and certified under CPSC regulations. If you would like to see the full list or download a certification page for specific product(s) you can Click Here >
Shipping
Q: How soon do you ship once I order?
A: We ship most in-stock products same business day if order is placed before 11am PST/PDT, Monday-Friday.
Q: Will my boxes have any labels on them?
A: Yes. Boxes will have product identification and shipping labels including Cooljarz and Earthwise Packaging logos.
Q: Who / what qualifies for Free Shipping?
A: Currently, our Strain Sleeves, BioMax™, and SST Machines qualify for Free Shipping. We are offering Free Shipping to shipping addresses located in the continental US48 using standard UPS Ground Shipping.
Q: How long do I have to "Arrange Your Own Shipping" or pick up "Will Call" orders?
A: Once we have contacted you that your order is ready for pick up, you have 7 calendar days to have the order picked up by either your company or a contracted freight company.
Q: What about International Shipping Fees, Duties, Taxes?
A: When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination. Such charges are not included in the product price or shipping cost. These charges are the buyer’s responsibility as we are only charging the transportation fee for your order.
Q: Can I be charged a storage fee if my order hasn't been picked up within 7 days?
A: Yes. We manufacture here on site in Tustin, CA and do require all "Will Call" and "Arrange Your Own Shipping" orders to be picked up within 7 calendar days. If exceeded, your invoice will acquire a $30 per pallet per day fee.
Q: What happens if I receive product damaged during shipment?
A: Upon receipt of POD (Proof of Delivery), Earthwise Packaging, Inc. will file a claim for damages suffered to product during transit and replace or provide a credit for damaged parts if claim is awarded.
- • Claim must be made within two (2) business days of receipt of product
- • POD must clearly state the number of case(s) or pallet(s) damaged
- • Allow up to three (3) weeks to award or deny
Payment
Q: How do I pay for my orders?
A: We accept Paypal, Visa, MasterCard, American Express and Cashier’s Checks.
Q: Do you accept cash for pickups?
A: No. As of 2/28/20, cash is no longer accepted.
Q: How does the charge appear on my credit card statement?
A: Earthwise Packaging.
Return / Refund Policy
Our return/refund policy is as follows:
Earthwise Packaging will not accept any returned product without a prior Return Authorization Number. Please contact one of our Customer Service Representatives to receive your RA Number. All returns and/or shortage reports must be made no later than 30 days from the ship date. If return, the customer will be responsible for both inbound and outbound freight charges. Custom colors are not returnable unless the product is defective. Cancellations may only be accepted prior to effective production date. Refunds will only be given in the form of credit. Returns resulting from revised customer decision will be subject to 25% restocking fee.
