30 days for unopened wholesale cases. Defective product replaced free, including return shipping. Custom and printed orders are final sale.
what we accept for return
- Unopened wholesale cases in original condition within 30 days of delivery date
- Defective tubes at any time within 30 days — we replace these free of charge, including return shipping
- Wrong-item shipments — we cover all return + replacement shipping
- Damaged in transit — photograph the box before opening if it looks compromised; email us within 7 days
what we do not accept
- Opened cases — once you have broken the case seal we cannot restock those tubes
- Custom-color or custom-printed orders — these are made-to-order with no resale value to other buyers
- Sample cases (100-unit trials) — non-returnable but refundable if defective
- Returns past 30 days from delivery date (defective-product replacements remain available within manufacturer warranty)
refund timing
Once we receive your returned cases, we inspect within 2 business days. Approved refunds go back to your original payment method:
- Card payments: refund posts in 3-5 business days
- ACH payments: refund initiated within 1 business day, settles in 2-4 days
- Crypto payments (USDC/BTC/ETH): refund in equivalent USD via original method; if you prefer crypto refund, we wire-transfer USD equivalent to your Coinbase Commerce wallet within 1 business day
return shipping
For unopened-case returns: you cover return shipping (most carriers, Pirate Ship rates apply). We refund the original product cost minus the original outbound shipping if it was a paid line item (free shipping over $500 means no shipping refund line).
For defective product or our error: we email you a prepaid return label. Drop the box at any USPS, UPS, or FedEx counter and we cover everything end-to-end.
how to start a return
Email help@thepackguys.co with:
- Order number (six digits, on your packing slip)
- Reason for return (one sentence)
- Photos if anything looks defective or damaged
We respond within 1 business day with a Return Merchandise Authorization (RMA) number and shipping instructions. Tape the RMA number on the outside of the return box.
Effective May 24, 2026. The Pack Guys LLC · 915 Mateo St #312, Los Angeles, CA 90021 · help@thepackguys.co