Refund policy

If your order was placed through our website you may start the refund/return process by logging into your customer account. 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

All returns are subject to a 35% restocking fee.

While we do ship out partial cases, we are only able to accept product returns in full case quantities.

Returns of glass items shipped via UPS or FedEx will not be accepted.

Clearance items and Special Order non-stock items cannot be returned.

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.

If you paid with Shop Pay Installments:

If the refund amount is less than the amount remaining on your Shop Pay Installments balance, then you can expect one or both of the following:
  • A smaller payment balance on the final payment.
  • Less future payments on the remaining balance.
If the refund amount is more than the amount remaining on the Shop Pay Installments balance, then you can expect to receive the difference as a refund to the original payment method.

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 service@citadelpackaging.com.

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.

Order Cancellations

To inquire about cancelling an order, please call us at 208-550-3393.  Generally an order can be cancelled up until the time it is processed. However, please be aware of the following fees that may apply:

  • An order cancellation that is placed prior to the order being prepped for shipping will be cancelled at no charge.
  • Any order cancellations received after the order has been shipped will incur a 25% restocking fee and any applicable shipping fees to return the order to our location.

Shipping

Once you have been given approval to return your items, please have them sent to:

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

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.

If you have any further questions please give us a call at (208) 550-3393 or send an email to service@citadelpackaging.com.