Refund Policy
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
Customers are responsible for entering accurate shipping information at checkout.
Orders shipped to an incorrect or incomplete address provided by the customer are not eligible for refund or reshipment.
If tracking shows a package as delivered, customers must contact the carrier directly to investigate.
Casepack.ca is not responsible for lost or stolen packages after delivery has been confirmed by the carrier.
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 will be responsible for paying the full shipping cost again.
Delayed Deliveries
Delivery timelines provided on our website are estimates only.
We cannot offer refunds for carrier delays caused by weather, seasonal shipping volume, carrier operational issues, or other circumstances beyond our control.
Warehouse Transfer Items
Some products, primarily beverages and certain liquid items, may be stored at a nearby secondary warehouse and require up to 2 additional business days to transfer before shipment.
Orders containing these products may take longer to ship and are not eligible for refund due to processing delays related to warehouse transfers.
Perishable Goods Responsibility & Weather-Sensitive Products
Customers are responsible for ensuring someone is available to receive deliveries promptly.
We are not liable for spoilage, damage, or deterioration if delivery is delayed, missed, or left unattended after delivery.
Some products, such as chocolate, candy, and certain snacks, may melt during hot weather.
Beverages and liquid products may freeze during 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 during transit.
Customers ordering weather-sensitive products should:
• Be available to receive deliveries promptly
• Avoid ordering during periods of extreme temperatures in their region
Best Before & Short-Dated Products
Some discounted products sold on Casepack.ca may be close to their best-before date.
Best-before dates indicate peak quality, not product safety. These products remain safe to consume but are offered at discounted pricing due to shorter shelf life.
All short-dated or Best Before Bargain products are final sale and are not eligible for refunds or replacements due to expiration dates clearly displayed on the product listing.
Final Decision
Casepack.ca reserves the right to deny any claim that does not meet these requirements or is deemed fraudulent or abusive after review.
All refund or replacement decisions are made at the discretion of Casepack.ca.
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.