Refund Policy

All sales are final due to the nature of our products. For health, safety, and quality control reasons, we cannot accept returns or issue refunds except in the specific situations outlined below.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong product, you must email hello@casepack.ca within 48 hours of receiving your order.

Your email must include:

  • Your order number

  • Clear, unaltered photos of the product, packaging, and shipping label showing the issue

Requests submitted after 48 hours will not be eligible for review.
Only the affected items will be refunded or replaced — not the entire order unless the full shipment is impacted.

Address Errors & Delivery Issues

  • Orders shipped to an incorrect or incomplete address provided at checkout are not eligible for refund or reshipment.

  • If tracking shows the package as delivered but you did not receive it, you must contact the carrier directly to investigate.

  • We are not responsible for lost or stolen packages unless shipping insurance was purchased at checkout.

Shipping Insurance & Signature Required

For maximum protection, we strongly recommend adding both Shipping Insurance and Signature Required at checkout:

  • Shipping Insurance protects the value of your order if it is lost, stolen, or damaged in transit. Without it, such incidents are not covered.

  • Signature Required reduces the risk of theft by ensuring the package is only released when someone at the delivery address signs for it. If no one is available, the carrier will hold the package for pickup.

Purchasing both services ensures you are covered financially (insurance) and reduces the risk of theft or misdelivery (signature).

Refused or Unclaimed Deliveries

  • Refused deliveries without prior written approval will be considered abandoned and are not eligible for refund or reshipment.

  • Orders returned to us because they were unclaimed at the carrier’s pickup location will not be refunded.

  • If reshipment is requested, the customer must pay the full shipping cost again.

Delayed Deliveries

We cannot offer refunds for carrier delays caused by weather, seasonal volume, or other circumstances beyond our control.
Delivery timeframes provided at checkout are estimates only.

Perishable Goods Responsibility & Weather-Sensitive Products

  • Customers are responsible for ensuring someone is available to receive perishable goods upon delivery. We are not liable for spoilage if delivery is delayed or missed.

  • Some products, such as chocolate, candy, and certain snacks, may melt during hot weather.

  • Beverages and liquid products may freeze in extreme cold.

  • While we take steps to pack items securely, we cannot guarantee against temperature-related damage during shipping and will not issue refunds or replacements for products affected by heat or cold.

  • If you are ordering weather-sensitive products, we recommend:

    • Choosing a faster shipping option

    • Being available to receive the delivery immediately

    • Avoiding orders during periods of extreme temperatures in your area

Final Decision

Casepack.ca reserves the right to deny any claim that does not meet these requirements or is deemed fraudulent after review.

Why We Have This Policy

This policy helps us keep prices low for all customers and protects against fraudulent claims. Most of our customers shop with honesty, and maintaining strict guidelines ensures fairness for everyone.

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