Frequently Asked Questions
Let us answer your latest questions
We know you have questions and we’re happy to answer them for you! Feel free to call us anytime for immediate response from a customer service representative. Below we have compiled a list of the most commonly asked questions for your convenience.
WHAT IS YOUR LEAD TIME?
Items that are in stock usually pick and ship within 24 hours of order/payment. Custom packaging turnaround usually ranges from 5-10 business days for labels, and 10-20 business days for pouches and cartons depending on volume and complexity. Custom packaging lead times vary based on the current production schedule.
WHAT IS YOUR MINIUMUM ORDER?
MOQ varies by item – minimums are often higher for custom packaging than for items shipping from stock.
WHAT IS THE TARIFF CHARGE?
Import fees imposed by governments are called tariffs and apply to certain imported product, based on current law. Most items impacted are in the range of 15% to 25% tariff fee which is in addition to the unit price.
DO YOU OFFER QUANTITY DISCOUNTS?
Please contact the office at 630.377.1230 for more information about your order.
WHAT FORMS OF PAYMENT METHOD DO YOU EXPECT?
We accept all major credit cards, checks, bank wires, money orders, and cash. If paying by credit card a 3.5% processing fee will incur to the final balance.
HOW DO I PLACE AN ORDER WITH CANNACARTON?
Some items can be ordered via our website and others are ordered with one of our sales or customer service staff. Call us any time at 630.377.1230
CAN I GET SAMPLES?
Yes, you can purchase any quantity shown of any of our items. We charge a minimum $15 for shipping and handling for US sample orders and a minimum of $35 for Canada.
WHERE WILL MY ORDER BE SHIPPED FROM?
We have warehouses strategically located around the country. Not all items are stocked in all warehouses. We are currently shipping from Connecticut, Georgia, Colorado, California and Illinois with additional locations coming soon.
WHAT IS YOUR INTERNAL PROCESS FOR APPROVING ORDERS?
There are several steps which require approval, all of which are completed prior to production. These approvals help to ensure the production outcomes meet customer expectations for size, color, materials suitability, and cost.
DO YOU HAVE IN-HOUSE DESIGN CAPABILITIES?
Yes! CannaCarton offers both graphic & structural design services for your custom packaging projects. Please contact a Sales Representative to further discuss your specific needs.
What is your return policy?
Some items can be returned within 30 days of receipt. Returns are subject to a 25% restocking fee (There are no refunds on shipping charges for returns). If we pack and/or ship your order and for some reason you refuse it, handling and shipping charges will still apply. Please order carefully.
You will need to contact a representative by email or by phone at 630.377.1230 in order to request a return. We cannot accept returns of used merchandise.
What do I do if my order arrives damaged?
Damaged shipments are rare and will be replaced or refunded. Please inspect all packages at the time of arrival and contact us immediately about any damaged products. A claim may be filed with UPS or another carrier. Returned product that is damaged during transit due to inadequate packaging cannot be refunded.
How will my order be shipped?
Orders are shipped via UPS or Common Carrier for larger pallet-load orders. Shipping and handling charges will be added to your order or final invoice. Once your order is shipped, you will be emailed with either a tracking number or BOL information.
Do you have a handling charge for orders?
In some cases a fee of $10-$25 per order is charged as a “handling” fee in addition to the actual shipping charges. The “case break” and/or handling fee includes: counting bottles into smaller order quantities, counting an equal number of closures to match the number of bottles ordered, packing the bottles and closures into new boxes for shipment, and in the case of glass bottles, over-packing each individual carton into a new box with protective packing to ensure the bottles will arrive intact.
What if I need an item that is currently out of stock?
If an item is out-of-stock, you will be contacted with alternative options and due in dates for your product. We will hold your order until we hear back from you. The processing of backorders will be expedited once the product has arrived in our warehouse. We will contact you if there are any issues with your order, such as payment authorization or an incomplete shipping address.
