Frequently Asked Questions
Our Company Headquarters
Avid Packaging Inc.
820 McCardle Drive – Ste D
Crystal Lake, IL 60014
Monday through Friday: 8:30 AM – 5:00 PM Central Time
Our Website processes online orders 24 Hours a Day/7 Days a Week
Avid Packaging accepts all major credit cards (Visa, MasterCard, Discover, and American Express)
We also set up net terms for qualified customers – If you would like to apply to set up net terms with us, please email firstname.lastname@example.org to request a credit application be emailed to you.
We can also accept checks and would process your order once payment is received (be sure to print out your cart including the shipping charges from our website and include that along with your check)
Avid Packaging has no minimum order size, but you must buy in the unit size outlined for each product (cases, bundles, rolls, etc) – Unfortunately we do not break unit quantities.
Avid Packaging offers both custom sized and custom printed items – simply email the specs of what you’re looking for to email@example.com and we’ll be happy to work up pricing for you! (Minimum quantities will apply and will differ from size to size) If you don’t see something you need at our website drop us an email!
Avid Packaging does our best to be very competitive within the packaging industry with our everyday prices listed at our website. If you have a very large volume of product/s that need quoting, we are happy to do our best to cut costs even further for you! Bulk Quantity is usually considered pallet quantities or greater – bulk quantities vary from product to product.
To inquire about bulk quantity pricing – Please email firstname.lastname@example.org with the specifics of the item/s you’d like us to quote (please include stock numbers, and quantities for each item)
Avid Packaging does offer single samples of many of our products – (1 per stock number) – unless they are “LTL deliverable” (meaning must ship palletized) To request a sample please email us at email@example.com
(Please be sure to include the stock number you’re requesting, your UPS or Fed-Ex Acct#, and your complete ship to address – (No PO Boxes please) We will email you back a quote for the sample charges after we receive your request.
** Samples ship out GROUND collect on your UPS or Fed-EX account – If you do not have a carrier account, we will work up a ground quote based on shipping on our account**
Please call our customer service department immediately at 815-356-1047 and a representative will be happy to assist. (Since most orders ship out the same day and are processed within 30 minutes of placing your order, attempts to cancel after such time may not be possible – of course we will do our best to cancel if possible) If we are unable to cancel due to time constraints, our normal return policy would apply – Once the product/s are received, you would request a Return Authorization Number (see our Return Policy)
Absolutely Not – We respect your privacy the same as we expect others to respect ours! You will be required to enter in this information each and every time you place an order at our SSL secured website or over the phone.
Avid Packaging does NOT share your email address with anyone outside of Avid Packaging unless it is absolutely necessary to the timely delivery of the order you placed (UPS, Fed-Ex LTL Carriers). Email addresses, physical addresses, names, and any other information will NEVER be sold – they are for internal order related purposes only.
Avid Packaging shows you what your shipping charges are before you actually choose to place the order – Our quoted shipping charges are not “Estimated” like some of the other guys out there.
Most orders ship UPS or Fed-Ex Ground Service. Some items are too large or heavy for these ground carriers and will ship LTL Carrier (palletized – dock to dock) – If any 1 item in your cart is an LTL deliverable only item, your entire order would ship together on that same pallet via LTL Carrier.
The only time additional shipping charges would apply:
If the receiving customer requests one of the following: Inside Delivery, Lift Gate required, or carrier must phone before delivery – In these instances you will be responsible for these additional charges (normally collect upon delivery direct to the LTL carrier)
**Please also make sure to register as “residential” if your business is run out of your home or a “residentially zoned” address – I you had registered as “commercial” you would incur additional shipping charges from the LTL carriers and UPS/Fed-Ex (We will do our best to verify all addresses via Google maps prior to physically shipping your order and will advise of any address issues via email) – If you do receive an email please understand your order is on hold until we hear back from you for the shipping balance due.
Avid Packaging ships most orders out by the next business morning – (orders placed during normal business hours)
We ship Monday thru Friday, and are closed on major holidays (holiday hours will always be posted on our main webpage).
If shipping via LTL Carrier, you would add 1 – 2 days for pallets to be prepared for shipping and carrier coordination of the shipment Avid Packaging will email all customers with regards to back orders no later than the next business day after an order is placed.
(Note all Ground shipments are “estimated” – only Air shipments are Guaranteed) (Weather conditions and holidays will affect delivery dates nationwide)
Ground Shipments Transit Map (Estimated)
LTL Palletized shipments transit map (Estimated)
Not all items are available for pick up – (Our Lake in the Hills office is not staffed for pick ups) Pick up orders must be phoned in by 4:00pm, and will be available for pick-up from one of our specified warehouses the following business day between 9:00am and 3:00 pm.
The shipping quoted to you at our website is for Ground shipments……Please phone our customer service department at 815-356-1047 and we’ll be happy to work you up a quote for Overnight or 2-Day shipping. (Please have the stock number, quantity, and ship to zip code available when you call) – or you can email us requesting a shipping quote at: firstname.lastname@example.org
LTL Shipments: (Palletized)
Avid Packaging is more than happy to ship your palletized LTL loads collect on your carrier account (A pallet/handling charge will be added) – You will need to phone in orders you’d like to ship Collect on your LTL Carrier account.
When shipping collect on your LTL carrier account any claims of damage or shortages would need to be filed with your carrier directly, as the shipment responsibility falls into your carrier’s hands once they sign for a shipment and it leaves our dock – please instruct your carrier to always double check prior to signing for the shipment.
Ground Shipments: (UPS/Fed-Ex)
Unfortunately Avid Packaging does not ship collect on a customer’s UPS or Fed-Ex accounts
As per the email notifying you of a back order, there are different options available to you – you can choose to wait for the shipment (estimated date will be shown on the email you were sent), you can choose to substitute a different item (pricing may vary), or you can choose to cancel that item and request a refund for that item which would be credited back to the credit card used for the purchase (we can only credit back the card used, we cannot credit back to a different card)
**First – Please email email@example.com to request a Return Authorization Number and instructions for your return – Items must be received back to Avid Packaging within 30 days of the order’s delivery.
If items were shipped in error (you received a different item than what you ordered at our website)
Avid Packaging will issue a call tag to pick up the merchandise, and waive any restocking fees.
If Avid Packaging shipped you the merchandise you ordered, but you would still like to return items, return shipping charges are the customer’s responsibility, and a 15% re-stocking fee will apply (no portion of the original shipping to you would be refundable)
Please note that we are unable to accept returns without a Return Authorization Number, and our warehouses are instructed to refuse delivery of unauthorized merchandise returns.
** All items must be returned in new, undamaged, Re-sellable condition (full bundles/cases only) **
** We cannot accept returns on custom size or custom printed items **
** Please keep in mind that once an order has been processed/shipped, it cannot be cancelled.
If an order is refused, it will be subject to our standard return policy listed above, and you would be responsible for the roundtrip shipping costs plus the restocking fee will be deducted from your refund back to the credit card used when placing the order *
** If you ordered in bulk quantities and received special pricing for your order, this would be considered a Custom Run and there would be a 20% restocking fee, and you would be responsible for the return freight back to the address outlined in your Return Authorization email response**
*If our shipping carrier loses your shipment, Avid Supply will send a replacement order out to you immediately (via the same shipping method paid for when the order was placed)
We will handle all claims with our carrier directly. If you receive a partial order, please make sure you note the missing items prior to signing for your shipment. The Carriers are only responsible for the missing items you noted on the delivery receipt when you sign for the shipment. Make sure to inspect the entire shipment for missing items, and write the details of the missing items on the shipping documents.
If a shipment is signed for in full with no notations of missing items, Avid Packaging will not be responsible for the damaged items.
**If we shipped collect on your LTL carrier and items are damaged or missing you would need to file a claim directly with your carrier – Once a shipment is signed for and taken off of our docks your carrier assumes all responsibility for these loads.
Unfortunately, items may at times arrive damaged.
The Carriers are only responsible for the damaged items you noted on the delivery receipt when you sign for your shipment. Make sure to inspect the entire shipment for any damage, and write the details of the damage on the shipping documents or to the UPS/Fed-Ex driver directly for them to key in damage notations.
If a shipment is signed for in full with no notations of damage, Avid Packaging will not be responsible for the damaged items.
*If a package was left at your doorstep without a signature – please phone the carrier immediately upon inspection to have them note the damage of the shipment over the phone **If we shipped collect on your LTL carrier- If items are damaged or missing you would need to file a claim directly with your carrier – Once a shipment is signed for and taken off of our docks, your carrier assumes all responsibility for these loads