Frequently Asked Questions
Here is a list of frequently asked questions and answers for your convenience.
How do I register for an account?
You can visit https://www.thepackaginggroup.com/customer/account/create/ to create an account that helps improve your ordering process. Accounts provide access to recent order tracking, simpler reordering processes, and more.
How do I place an order?
To place an order with TPG, locate the items you wish to purchase in the table, select the appropriate quantity in the drop-down box, and then click “Add” to send this item to your cart. Once you have everything you want in your cart, find the cart icon at the top right corner, and you can click “View Cart” or “Checkout.” You will be asked to Register or Sign In to your account, or you can proceed through guest checkout. Follow the sequence of buttons to get through the checkout and enter your information correctly before confirming the order. Once you reach the “Thank You” page, your order has been placed and we will start getting it ready for shipment. Most customers should receive their order within a couple of day, unless a different lead time for a specific product is stated.
What payment options do I have?
TPG accepts payments from American Express, Visa, Mastercard, and Discover credit cards (only from U.S. banks).
When will my order be billed?
Items are billed to your credit card when they are shipped. In the rare occasion that some of your items ordered are not in stock, we will only bill you for the part of the order that we can ship. In these cases, you will see multiple charges as the items are shipped to you as soon as they arrive in our warehouse.
Why do you have to verify orders?
We actively fight fraudulent orders and will verify any order that has a different billing and ship to address. Because of issues in the past, we provide a courtesy call to confirm you placed the order and can verify your information. This is a service we provide to protect our customers and our company from fraud. We will not ship orders with different addresses unless we can confirm your information.
Do you offer tax exemption?
Yes, we offer tax exemptions. Tax rates are determined by the shipping address of an order (tax in CA, GA, FL, NC, SC, IL, MS, TN, TX, VA, & NJ, is based on The Packaging Group's warehouses address).
State laws require The Packaging Group to have exemption certificates from all customers who claim a tax exemption. If the exemption certificate is not received, The Packaging Group is required by law to charge tax in the states identified above.
Visit https://www.thepackaginggroup.com/tax-information for more information and to download our Tax Exemption Certificate form.
Where is my order?
If you have not received order tracking information, please call 888-893-7921, and our customer service rep will help you locate your order and get updated shipping information.
What is your shipping policy?
Our shipping fees are tiered based on the order total. The shipping fee varies based on your "ship to" location. This policy applies to any order shipped to a single address in the continental United States. FedEx is our primary shipping carrier. However, we also use several different LTL freight carriers depending on the load size and dimensions as well as the destination of the final shipment. Generally, a customer should recieve their order within 3 to 7 business days, unless a different lead time is given at the time of purchase.
What do I do if I need to change my “Ship To” address?
In the event that you provide an incorrect "Ship To" address on your order, which requires a later correction, there will be a ($45) Forty-Five dollar fee to change the address associated with your payment method. You must pay this amount in advance for any changes to your correct delivery address.
How can I tell which items must ship via motor freight?
LTL Freight Carriers are used for any product(s) that exceed the general weight and size allowances of FedEx.
Will you ship my order outside the U.S?
Please note, we are not able to ship to Alaska, Hawaii, U.S. Territories or P.O. Box addresses, etc. Also, we are currently unable to ship outside of the U.S. contiguous states.
Where do you ship from?
We have warehouses located in California, Georgia, Mississippi, South Carolina, Texas, Florida, Illinois, North Carolina, Tennessee, and Virginia. Your order will ship from the closet location that has your items in stock or readily available.
Do you use drop shipments?
The Packaging Group may drop ship your items, but only to the shipping address, you have specified on your order.
What is the photo doesn’t match the product I receive?
We do our best to provide an accurate representation of every product, but on occasion the manufacturer supplied images may differ slightly from the product listing. Please refer to any product attributes listed for the most accurate information. If you have any further questions, feel free to contact us.
How do I make a return?
We offer a 30-Day Guarantee: Return any item (unopened and unused) for any reason within 30 days for a refund. Please note: the item has to be in its original form and resaleable condition. Simply call TPG customer service at 888-893-7921 for a Return Authorization Number and further instructions.
If TPG or the supplier is at fault, TPG will schedule a Call Tag to pick up the package free of charge. Otherwise, the customer will be responsible for the 20% restocking fee and return freight. The customer is responsible for the restocking fee and return shipping. Additionally, if your order was shipped to you “Free Shipping” upon accepting your return the actual shipping paid by TPG will be deducted before issuing the credit back to your original payment form.
- Write the Return Authorization Number/Order Number on the outside of the package.
- Send the item back to the address as specified.
What do I do if my order is damaged?
On the rare chance that an item you ordered arrives damaged, please keep all the packing materials as you received them, and then please call our Customer Care Team at (888) 893-7921 within 2 business days. It may also be helpful to take a few pictures of the package or the item so that we can see exactly what happened and email to firstname.lastname@example.org. The Packaging Group will arrange for a replacement to be sent to you after we receive your original damaged item.
Associated with manufacturer defects only, including but not limited to missing parts, accessories, or faulty functioning or operation. You must notify The Packaging Group for instruction and must return the item back to the manufacturer (within 30 days of purchase) before a new product can be shipped to you. We will pay for the return shipping label and provide instruction on how to return the defective item.
How do I get a catalog?
You can visit https://www.thepackaginggroup.com/catalog-request to request a copy of our recent catalog.
What is the warranty for your products?
Warranties for each product will vary by manufacturer. Check online product pages for important warranty information or call our customer service team at 888-893-7921 to get warranty information about a specific product. You may also receive printed warranty information with your product once it arrives.