Our return policy allows for refunds on unopened items in their original, new condition within 30 days. Used items are not eligible for return. The buyer is responsible for return shipping costs and will be assessed a 20% restocking fee.

All returns must include a Return Authorization (RA) number to be eligible for a partial refund. Returns without an RA number, shipping tracking information, or a return authorization email from US Poly Pack are not eligible for any refund.

For defective products, a sample must be sent for testing and confirmation. We only accept, test, refund, or replace defective products within 30 days of the order being received. Returned orders that originally received free shipping will incur shipping charges in addition to the restocking fee.

You must contact US Poly Pack before returning any item for a refund or exchange. A return merchandise authorization (RA) number will be issued, which must be clearly visible on the outside of the return package. Returns without an RA number will not be accepted. Authorized returns must be received within 10 business days of RA issuance. If a damaged or defective product is returned without a return authorization, the customer will not be eligible for a refund or replacement.

SHIPPING ON ALL ORDERS OVER $799 ALL DAY (except Value Flat Bags, Trash Bags, Ice Bags, Poly Mailers, Packing List Envelopes, Suffocation Warning Bags, ESD Reclosable Bags, Value Reclosabe Bags, Value Stretch Wrap, Produce Bags, Thank you T-Shirt Bags, Bun Rack Covers and Header Bags) with average delivery time of TWO to FIVE business days. Please contact us if you need expedited shipping for your plastic bags or sheeting. Any orders after 12:00 pm Eastern will be processed for shipping next business day.

Likely you've heard about the nationwide product & staffing shortages as well as shipping carrier delays. Similar to many others we are being impacted by these challenges.

This means its taking longer than usual for you to: receive your orders, receive response to requests and complete exchanges and refunds (which were not happy about either). We sincerely value the trust you put into US Poly Pack. We are working hard to continue to earn your business!

At US Poly Pack, there is never a minimum quantity of plastic bags, sheeting or other products needed to place an order. Customers can order plastic bags 24/7/365 through our website. We process all our orders within 24 hours during business working days and 95% of our goods are shipped before the next business day. If the product is not in our inventory, we provide custom plastic bag manufacturing solutions to make it happen.

WE DO NOT SHIP TO HAWAII, PUERTO RICO, and ALASKA.

Shipping Charges

When you order $799 or more in plastic bags or other products, free shipping is provided anywhere in the United States. With items less than $799, US Poly Pack provides the lowest and most competitive shipping cost. Additional charges are applied to your order for large quantities that require lift gate, inside delivery and all residential delivery. We have seven different warehouses located throughout the United States.  Once the order is placed, we ship your item from the warehouse which is closer to your shipping address.  If the item is out of stock, we ship from the warehouse closest to your shipping address according to the availability per warehouse. 

• Atlanta, Georgia 30336
• Boston, Massachusetts 01564
• Cedar Rapids, Iowa 52057
• Dallas, Texas 52057
• Reno, Nevada 89434
• Texas, Houston 77029
• Texas, Houston 77099

Lost or Damaged Packages

Should an order be lost or damaged in shipping, we will open a claim with the shipper, upon your request. We will replace or issue credit for the lost or damaged order once the claim has been settled. Our liability in cases of a lost or damaged package is limited only and solely to the amount of the claim paid and settled by the carrier. There is a 30 day time limit from when the package is shipped to file a claim.  If your shipment arrives damaged, incorrect or incomplete, please contact our Customer Service team at 877-899-3466 within 5 business days of receiving your order. We may ask for images of the damaged items to further confirm details. If part or all of your shipment is missing or damaged, and you do not contact us within 5 business days of scheduled delivery date, we cannot guarantee any compensation for damages or loss.

Changes or Errors in Shipping Address or Address Type (Residential vs Commercial)

Please contact our Customer Service team at 877-899-3466 immediately if you need to make a change to your shipping address. Once an order ships, there will be fees associated with updating an address or we might not be able to change the address. We may charge** any excess shipping surcharges to your method of payment as a result of appropriate address corrections made by the carriers.

If an incorrect address is given at the time of the order and is corrected by our carrier, you will be responsible for the associated fees. Our carriers typically charge $15+ per item to correct an address.

We are not responsible for incorrect shipping address entered on the order and it is delivered. In this case, you will be responsible for the order shipment.

Any items returned to us due to incorrect address, refused shipment, or unsuccessful delivery, will be treated as a standard return and subject to shipping and restocking fees.

*The following types of returns will be refunded less shipping costs and are subject to a 20% restocking fee: orders shipped to an undeliverable address, error in the shipping address, orders cancelled or customer changed mind after the order shipped. Clearance Items are not eligible for return.

**These may include residential or liftgate surcharges in cases in which customer has selected a lower cost shipping method or free shipping method for which they do not meet the criteria. We will make reasonable attempts to mitigate the need for this, try to reduce them, and contact you regarding any additional charges. Shipping charges on custom orders will vary.

Delivery Refusal

If a package cannot be delivered for any reason other than a carrier's loss or damage due to the address you "the customer" provided, or should you refuse the package, you remain responsible and hereby agree to pay for the order in full, waiving any and all rights or charge back to US Poly Pack.

Residential vs Commercial Shipping Charges

We receive and determine our shipping quotes from USPS/Shipstation. Based on their system, it provides us quotes based on the orientation of your physical address. If your location is a house, farm, lodge, bed & breakfast or any other business located in a residential area, we will have to charge as such. The fact that a business is being operated from a location does not qualify it as a commercial address.

While residential properties are exclusively used for private living quarters, commercial refers to any property used for business activities. Commercial refers to hospitals, assembly plants, storage warehouses, shopping centers, office spaces, or any other location for a business enterprise. Commercial address such as Mall/Shopping Center, School/College/University, Storage Facility, Utility Site, Hotel, Farm, Military, Prison/Correctional Facility, Mine, Park, Cemetery, Church, Country Club, Golf Club, & Other will be charge $70 Limited Access Fees.

Delivery Signature

Because Residential Deliveries are sent without a signature requirement, we have little to no resource when disputing lost packages with our shipping carriers. Alternatively, you can opt to have shipments sent to a commercial address where a signature may be required for proof of delivery.

Military/Government Site Delivery Charge

There will be additional freight charge for delivering to a military or government site. If the inspection is conducted during the shipment, there may be additional charge.

Common LTL Carrier Delivery Options

Commercial Address without Liftgate/Inside Delivery Service

To qualify for this rate, your address must meet the terms of a commercial address and does not require limited access, as defined above. In most cases, this option should have tractor-trailer access with a loading dock suitable for unloading with a pallet jack or forklift. *No additional charges will be necessary for this type of location

Commercial Address with Liftgate Service

To quality for this rate, your address must meet the terms of a commercial address, as defined above. Liftgate delivery is provided for those business not equipped with a loading dock. *There will be an additional $50.00+ fee for liftgate services depending on the carrier. Please be sure to state you will need this upon checkout. If there is a limited access service needed (such as Mall/Shopping Center, School/College/University, Storage Facility, Utility Site, Hotel, Farm, Military, Prison/Correctional Facility, Mine, Park, Cemetery, Church, Country Club, Golf Club, Other ), there will be additional $70 Limited Access fees

Residential Address without Liftgate Service

If your address is a residential type, all carriers impose residential delivery charges and will add lift gate services.  This shipping method should be chosen with extreme caution. Most residential areas are not suitable for large LTL deliveries without a liftgate. The driver, in most cases, will NOT be able to assist with the unloading of the shipment. Please take note that this will be solely your responsibility to remove the shipment from the truck. Items shipped via common carrier are typically large and heavy. Please have the necessary man/woman power available to receive your items with limited delay to the driver. *There will be $85.00+ Residential fees with this option along with lift gate and inside delivery fee of $80+. If the truck comes with lift gate, there will additional charge for lift gate.

Commercial Address with Inside Delivery Service

If you have a commercial address, as defined above, that needs additional services such as inside delivery, there will be an additional cost of $60.00+ added to your shipping fee. Inside delivery is a service that is commonly offered by logistic companies for an additional fee. The shipment is delivered directly to the door of your commercial facility. If needed, please be sure to state you will need this upon checkout. 

Residential Address with Liftgate Service

Most Residential deliveries via LTL carriers will have this method of shipment conducted. Most Freight LTL carriers prevent their divers from assisting with unloading of heavy equipment other than to lower it via the liftgate to the ground level. Please have the necessary man/woman power available to receive your items with limited delay to the driver. * There will be $82.00+ Residential fees with this option along with lift gate and inside delivery fee of $80+ depending on the carrier. You will be refunded for any services not used according to the driver receipt. Please be sure to state you will need this upon checkout.

Delivery Signature

Because Residential Deliveries are sent without a signature requirement, we have little to no resource when disputing lost packages with our shipping carriers. Alternatively, you can opt to have shipments sent to a commercial address where a signature may be required for proof of delivery.

Military/Government Site Delivery Charge

There will be additional freight charge for delivering to a military or government site. If the inspection is conducted during the shipment, there may be additional charge.

Common LTL Carrier Delivery Options

Shipping Delays

We are not responsible for weather related or carrier related delays. We are not responsible for shipping delays caused by LTL carriers failing to pick up an order once the Bill of Lading (BOL) is prepared. As we do not control the carriers, we cannot guarantee their pickup schedules.

Backorders

Occasionally, inventory may be unavailable. In the case of a backorder, we will contact you to inform you of the extended lead time and the status of your order. If you need current availability for products and/or expediting options, please contact our customer service team at (877) 899-3466.

Acceptable industry standard tolerances for product specifications

Our products are manufactured to the highest standards, with tolerances in size and specifications within industry limits. Slight variations in product dimensions and descriptions may occur based on equipment and manufacturing standards. For detailed information, please visit our Tolerances page.

Packaging and Clarity of Poly Bags

Most of our products are designed and packaged for industrial use. Domestic bags that are not on rolls are typically packed loosely in corrugated boxes, which may result in wrinkles and creases due to tight packing for shipping efficiency. These bags are not folded neatly, so please expect some imperfections.

Our bags are sourced globally, including from countries like China, Taiwan, and Vietnam. While imported bags may also have creases, they generally have fewer wrinkles and folds compared to domestically produced bags.

Please note that we cannot guarantee consistent packaging for the same product over time, as we use different manufacturers who may change their packaging methods. The thickness of the plastic can also affect the clarity of the product. As the thickness of bags, sheets, or tubing increases, the clarity decreases due to the nature of the plastic manufacturing process.

Product Image Disclaimer

The product images displayed on our website are for illustrative purposes only and may not represent the exact appearance of the product you receive. These stock images are intended as a general visual representation of the product. While we strive to ensure accuracy, we do not guarantee that the product will be exactly as shown in the image. Variations in color, packaging, or other details may occur due to manufacturer changes or product updates.

For specific product details, we encourage you to review the product description or contact our customer service team.

Please note that product appearance and packaging may vary based on the manufacturer. Such variations are standard and do not impact the product's quality or performance. All products comply with our stringent standards and specifications. If you have questions about specific packaging or visual presentation, please contact our customer service team.

If you need to cancel or modify an item on your order, please contact us via email at sales@uspolypack.com or phone at 877-899-3466. Please note that a 5% cancellation fee will apply before any credit is issued.

•  Before Shipment or Fulfillment:
  If your order has not yet been shipped or processed by our fulfillment center, you can cancel it. A 5% credit card processing fee will be deducted from your refund.
•  After Shipment or Inability to Cancel:
  If your order has already shipped or we are unable to cancel it, you may refuse delivery, and the item will be returned to us. In this case, the customer is responsible for all outward and return shipping charges. Additionally, a 20% restocking fee will be applied. These charges will be deducted from your refund, which will be processed within 7 days of receiving the returned items.

Important Note:
As the buyer, you are responsible for selecting the correct item(s), including type and size. We are not liable for any errors in ordering.

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