Returns & Refund Policy

At Casepack, we stand behind the quality of our products and aim to provide a smooth, reliable experience for every order.

Due to the nature of many of the products we sell, our return policy is structured to balance customer satisfaction with health, safety, and quality control standards.

30-Day Returns (Non-Perishable Items)

We offer a 30-day return window on eligible items that do not have an expiry date.

To be eligible for a return:

• Items must be unused, unopened, and in original condition
• Return request must be submitted within 30 days of delivery
• Return must be approved by our team prior to shipping back

Please note:

• A 5% restocking fee may apply
• Customers are responsible for return shipping costs

Once received and inspected, approved returns will be processed to the original payment method.

Non-Returnable Items

The following items are considered final sale and are not eligible for return:

• Food, beverages, and consumable goods
• Products with a best-before or expiry date
• Personal care items
• Best Before Bargain or discounted short-dated products

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, we will make it right.

Please email hello@casepack.ca within 48 hours of delivery with:

• Your order number
• Clear photos of the product, packaging, and shipping label

We will review your claim and offer a replacement or refund for the affected items.

Requests submitted after 48 hours may not be eligible for review.

Shipping & Delivery Responsibility

Customers are responsible for ensuring accurate shipping information and being available to receive deliveries.

• Orders shipped to incorrect addresses provided at checkout are not eligible for refund
• If tracking shows delivered, customers must contact the carrier directly for assistance
• Casepack is not responsible for lost or stolen packages after confirmed delivery

Refused or Unclaimed Deliveries

Orders that are refused or unclaimed without prior approval are not eligible for refund.

If reshipment is requested, additional shipping charges will apply.

Delays & Processing Times

Shipping timelines are estimates and may be impacted by carrier delays, weather, or high shipping volumes.

Some products may require additional handling time due to warehouse transfers. These delays do not qualify for refunds.

Weather-Sensitive Products

Some items, such as chocolate, candy, and beverages, may be affected by extreme temperatures during transit.

While we package orders carefully, we cannot guarantee protection against heat or cold during shipping.

We recommend customers plan accordingly and be available to receive deliveries promptly.

We are not responsible for damage caused by temperature exposure during transit.

Best Before & Discounted Products

Products marked as Best Before Bargains are sold at a discount due to shorter shelf life.

Best-before dates indicate product quality, not safety.

These items are final sale and are not eligible for return or refund.

Final Review

All return and refund requests are subject to review and approval.

Casepack reserves the right to deny claims that do not meet the above criteria or are deemed excessive or abusive.

Why This Policy Exists

Our goal is to keep pricing competitive while maintaining fairness for all customers.

This policy helps us prevent abuse, reduce waste, and continue offering bulk pricing at low margins.