Refund policy

We want you to be happy with your packaging. If something isn't right, here's how returns, refunds and cancellations work.

Returns at a glance

  • Returns are accepted within 30 days of purchase.
  • All returns are subject to a 35% restocking fee.
  • Returns are accepted in full case quantities only. We ship partial cases, but can't accept partial cases back.
  • Items must be unused, in the same condition you received them, and in their original packaging.
  • A receipt or proof of purchase is required.

Items that can't be returned

  • Clearance items
  • Sale items
  • Special-order (non-stock) items
  • Glass items shipped via UPS or FedEx

How to start a return

If you ordered on our website, start your return by signing in to your customer account. We'll review your request and let you know if it's approved. Please don't send items back to the manufacturer.

Once your return is approved, ship it to:

Citadel Packaging
9196 W Emerald St, Suite 180
Boise, ID 83704

You're responsible for return shipping costs, which are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it. For items over $75, we recommend a trackable shipping service or shipping insurance.

Refunds

When we receive and inspect your return, we'll email you to confirm it arrived and to let you know whether your refund is approved.

Approved refunds go back to your original payment method within 5–10 business days.

Partial refunds may be given for:

  • Items that aren't in their original condition, or are damaged or missing parts for reasons not due to our error.
  • Items returned more than 30 days after delivery.

If you paid with Shop Pay Installments

  • If the refund is less than your remaining Shop Pay Installments balance, you may see a smaller final payment, fewer remaining payments, or both.
  • If the refund is more than your remaining balance, the difference is refunded to your original payment method.

Late or missing refunds

If you haven't received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company, since it can take some time before a refund is posted.
  3. Contact your bank, as there is often processing time before a refund appears.

Still nothing? Email us at service@citadelpackaging.com.

Exchanges

We replace items only if they're defective or damaged. To exchange an item for the same product, call us at (208) 550-3393.

Order cancellations

To cancel an order, call us at (208) 550-3393. Orders can generally be cancelled until they're processed:

  • Cancelled before the order is prepared for shipping: no charge.
  • Cancelled after the order has shipped: a 35% restocking fee applies, plus any shipping costs to return the order to us.

Questions?

Call us at (208) 550-3393 or email service@citadelpackaging.com.