Our Commitment To You
Our Commitment To You
Thank you for working with EcoEnclose and for your commitment to making earth-friendly choices for your business. We work hard to make it seamless for your eCommerce company to ship your products in sustainable packaging solutions.
If we fall short of any of the following commitments, please get in touch with us immediately:
We know that every situation is unique, so we will work closely with you to determine how to best address your specific concerns or issues in ways that work for your business.
Order Accuracy -- You will receive what you ordered, and the packaging from EcoEnclose will accurately match the descriptions and specifications provided on our website. If we fall short of these expectations, we will either exchange your order at no additional cost to you or refund or credit your entire order, including both the cost of the product and the cost of shipping.
Missing Items -- If you receive your order and you are missing an item or items, please get in touch with us immediately. We do our best to send out the correct items through a streamlined packing process and double checks, but mistakes can happen! Please empty all boxes and double-check the shipment if you feel you are missing an item. If you are missing something, we will send the correct item/s out to you as soon as possible at no additional cost.
Defective Product -- If you receive a defective product, we are happy to send you a replacement, issue a store credit, or process a refund. Contact our customer service with the details as soon as possible so that we can resolve the issue in whatever way works best for your needs.
Sustainable solutions -- Our product set meets our high standards of sustainable packaging. We provide accurate and transparent details on the sustainability of our products. We will share this immediately on our website if we learn new information from our supply chain. If you order from us and we fall short of these expectations, please contact us immediately, and we will work with you to clarify or resolve these issues.
Learn More: Our sustainable packaging framework.
Accurate, high-quality custom prints -- When you place an order for custom printed products, our design team works with you to finalize and approve your design and proof.
It is important to note that our printing process allows for movement from print to print, and this movement varies by product. Additionally, our inks are not opaque; as such, you may be able to see some of the underlying colors of your base package underneath your printed design. Finally, because monitors and printers can vary greatly, the PMS colors you see may not perfectly match your final branded packaging, printed using ink in the PMS value you selected.
During this design and proof process, we commit to proactively sharing any unique concerns we have about your specific design vision. For example, if you are seeking a two-color print, we will flag any issues we foresee related to registration or color overlap. Likewise, we will share these in advance if we have concerns about how well your design will print (for example, due to small fonts or details).
When you approve your final proof, you approve your design, copy, and spelling. In addition, you indicate that you are comfortable with our registration parameters and any design risks we have flagged. If the final print you receive does not match the proof you approved in ways that fall outside of what we describe above (registration, ink opacity, and any issues we proactively flag in advance), we will work closely with you to make it right. Then, depending on your situation, we can reprint the order or apply a discount to your order.
Learn More: Art specs and requirements.
Accurate lead times -- Unless otherwise stated on our website, we will fulfill orders with only stock products (non-corrugated and non-printed orders) within one to two business days after order placement. We will fulfill all other orders within their lead time.
Suppose you have ordered an item that is not in stock. In that case, we will contact you within 24 hours to confirm that you are aware it is out of stock, provide its anticipated ship date, and give you the option of an alternative in-stock product wherever possible. If we fall short of this commitment, contact us so we can help you get the shipping solutions you need at a timeline that works for you.
Learn More: Lead times.
Timely outreach on order issues -- We work very hard to make it as seamless as possible for you to use earth-friendly EcoEnclose packaging. But we are human, and sometimes unanticipated problems come up. So if we are experiencing an issue with your order, we will contact you as soon as it comes up and commit to partnering with you to find the right solution to meet your needs.
Lost shipments -- We ship thousands of parcels out monthly and know that occasional shipping issues are inevitable. A carrier may attempt delivery (or claim to attempt delivery) several times and then return packages to us. On the other hand, a carrier may lose a shipment altogether. For international orders, orders sometimes stick stuck in customs, where communication can be vague, slow, and unproductive. If your order is lost, contact us immediately. We will work with carriers to get as much information as possible, ideally locating your packages and getting them to your door. If orders come back to our warehouse, we will contact you to understand why. If the carrier were at fault, we would resend your package at no extra shipping cost to you.
Learn More: Delayed or lost shipment policy.
Damaged shipments -- Carriers aren't known for their kind handling of packages! We package orders in the appropriate material and size for their weight. We use heavy-duty water-activated tape for our outbound boxes to ensure heavier orders have strong and tamper-proof packaging. Every parcel we send out is less than 55 lbs (to minimize the chance of damage in transit and to ensure packages are manageable for you to receive). Even with these practices, we know some parcels get damaged in transit. If that happens to you, please contact us immediately, and we will work with you to make it right.
Learn More: Damaged UPS shipment policy.
Ordered the wrong item -- Did you order the inaccurate size mailer or the wrong type of tape for your business? If you receive your package from us and realize it wasn't what you needed, please contact us, and we will be happy to accept a return. We can issue a store credit or refund for the product total (shipping is not refunded) once the package is received, and we can place a new order for you if desired.
Learn More: How do I return items I've ordered?
Enterprise order returns --These orders are typically placed via a member of our Customer Growth team. These are handled on a case-by-case basis and may require a restocking fee. Please contact your sales representative or reach out to [email protected] for more information.