Frequently Asked Questions
What is your return policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, call us at (208) 550-3393.
To return your product, please call (208) 550-3393 to find out where to ship it.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Do containers come with lids/caps?
Generally, our lids and containers are sold separately. There may be items sold on our website that come with the cap or closure, however that will be noted in the description of the product. As a general rule, our items are sold individually.
When will my order arrive?
Most orders ship within 24 hours. But shipping/processing times will vary depending on back-ordered items, shipping destination and order volumes. If you have questions regarding your order please call us at (208) 550-3393.
Where is my order shipping from?
We currently ship from Illinois and Idaho.
What forms of payment do you accept?
We accept all major credit cards as well as PayPal.
Do I have to order a minimum amount?
Most of our items are sold in full case quantities.
I am tax exempt. What do I need to do?
You can go ahead and place your order and then email us your tax exempt form at email@example.com. Or you can call us we can get you set up over the phone.
Are all items on your site in stock?
For the most accurate stock information, please call us.
How do I get a sample?
Find the item that you would like to sample and click the “Add sample to cart” button. you can add up to 10 samples to your cart. The samples are free and the shipping is only $10.
Citadel Select Membership Time Frame
Select memberships begin the day of purchase and continue 365 days from that date. After a full year from the orginal purchase date, the membership must be renewed to continue receiving benefits.
Will I receive free shipping when I purchase Citadel Select with the items included in my cart?
Yes, you will receive free shipping on your first purchase of items from the site. If that purchase comes on the day you make your Select Membership, your shipping will be refunded after your order on the next business day. A team member from Citadel Packaging will reach out to you and confirm the refund for shipping and provide additional details on the Select Membership.