Return Policy

Return and Refund Policy

Last Updated: August 13, 2026

At Epoch Custom Packaging & Trading, we are committed to providing quality products and excellent customer service. Please review the following policy regarding returns, damaged shipments, shortages, and refunds.

By placing an order with Epoch Custom Packaging & Trading, you agree to the terms outlined below.


Return Policy Summary

 

  • Return Window: Eligible returns must be requested within 14 days of delivery.
  • Damage Claims: Shipping damage, shortages, or incorrect items must be reported within 48 hours of delivery.
  • Return Authorization: All returns require prior authorization from Epoch before being shipped back.
  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or an approved shipping damage claim.
  • Restocking Fee: Approved non-defective returns are subject to a 15% restocking fee.
  • Non-Returnable Items: Custom products, final sale items, and food products are not eligible for return unless damaged, defective, or shipped incorrectly.


1. General Return Eligibility

To qualify for a return:

  • A return request must be submitted within 14 calendar days of delivery.
  • Items must be unused, unopened, in new condition, and returned in their original packaging with the complete quantity received.
  • Products must not show signs of use, alteration, or damage caused after delivery.

Returns received without prior authorization may be refused.

2. Non-Returnable Items

The following items are not eligible for return:

  • Custom-printed or custom-manufactured products
  • Personalized products
  • Final sale items
  • Opened food or beverage products
  • Products returned without prior authorization

Due to food safety regulations, food and beverage products cannot be returned after delivery unless they arrive damaged, defective, or were shipped incorrectly.


3. Shipping Damage, Shortages & Incorrect Items

Customers are responsible for inspecting their shipment immediately upon delivery.

Any claims involving:

  • Shipping damage
  • Missing items
  • Shortages
  • Incorrect products

must be reported within 48 hours of delivery.

Damage Claim Requirements

Claims must include:

  • Order number
  • Clear photographs of each damaged product
  • Photos of the shipping box
  • Photos of the shipping label
  • Photos of the packing materials (when applicable)

Claims submitted without sufficient documentation may be denied.

Multiple Damaged Items

If multiple items are damaged within the same shipment, all damaged items must be included in the initial claim.

Additional damage claims submitted after the initial claim has been reviewed or resolved may not be eligible for replacement, store credit, or refund.


4. Return Authorization

Before returning any item, customers must contact Epoch Custom Packaging & Trading to obtain return authorization.

Returns shipped without authorization may be refused or returned to the sender.

To request a return, please contact:

Phone: (407) 420-7735

Please have your order number available.


5. Claim Resolution

Once a claim or return has been received and reviewed, Epoch Custom Packaging & Trading will determine the appropriate resolution.

Approved claims may be resolved through one of the following:

  • Replacement product
  • Store credit
  • Refund to the original payment method

The selected resolution will be determined at Epoch's sole discretion based on the nature of the claim.

Original shipping charges are non-refundable.


6. Refunds

If a refund is approved, it will be processed to the original method of payment.

Please allow 3-7 business days for the refund to appear, depending on your financial institution.

Refunds will not include:

  • Original shipping charges
  • Rush shipping fees
  • Any applicable restocking fees


7. Return Shipping

Customers are responsible for all return shipping costs unless:

  • The wrong item was shipped by Epoch.
  • The product arrived damaged and the damage claim has been approved.
  • The product is confirmed to be defective.

We recommend using a trackable shipping service. Epoch is not responsible for returned packages lost or damaged during transit.


8. Additional Policy Information

Minor cosmetic damage to the exterior shipping box that does not affect the product itself is not considered shipping damage.

Carrier delays caused by UPS, USPS, LTL freight carriers, weather, customs, or other events outside of Epoch's control are not grounds for cancellation or refund.

Orders returned due to an incorrect or incomplete shipping address provided by the customer may be subject to additional shipping charges and applicable restocking fees.

Epoch Custom Packaging & Trading reserves the right to determine the appropriate resolution for all approved claims.

Epoch's liability for any claim shall not exceed the purchase price of the affected product. Epoch is not responsible for indirect, incidental, or consequential damages, including lost profits, business interruption, or losses resulting from delayed deliveries or damaged products.

 

Contact Us

If you have any questions regarding this policy, please contact us:

Epoch Custom Packaging & Trading

Phone: (407) 420-7735