Shipping and Receiving
How do you calculate shipping costs?
On pallet load shipments, we use the actual quoted transportation cost provided by the common carrier. We rely on accurate information from our customers in order to estimate carriage charges. All smaller orders are shipped UPS Ground using published residential rates.
Are there any additional charges to deliver pallets to my house or upstairs in our office building?
Yes. Please notify us at the time of order if we are shipping to a residential address or if you require special services from the carrier. If we are later assessed accessorial charges for such things as residential, lift gate or inside delivery service, we will bill you accordingly. Failure to pay that bill could seriously harm our ability to do business with you in the future.
Does a business operating out of a home qualify as a commercial delivery address?
No. A residential delivery is defined as delivery to a location that is a home including a business operating out of a home that does not have an entrance open to the public.
Do you have a handling charge for small orders? How do you protect individual cartons?
All smaller orders are shipped UPS Ground using published residential rates. We are experts on the UPS system and as such over package master cartons into a new, heavy duty corrugated box with bubble wrapping on all six sides. This process is costly and labor intensive; however, our extremely low damage rate justifies our investment. We charge our customers a nominal fee of $4.00 per order for this service in addition to the actual UPS Ground residential charges. If your product arrives without over boxing, this means that we have specially designed and manufactured an expensive master carton that withstands the small package environment and any normal wear and tear during shipping.
What happens if my shipment comes damaged?
If your shipment is obviously damaged at the time of attempted release, you should refuse the delivery. If you decide to accept the delivery, you must inspect the packages in front of the UPS or motor freight driver and note specific damages on the bill of lading or UPS shipping document. If you find damage, please contact us. While we make every reasonable effort to protect our product during transport, occasionally some damage may occur. We monitor reports of damage in order to identify specific destinations where damage seems to occur. Damaged product MUST be documented with pictures to receive either a credit or replacement product.
Can I get any money back for damaged or broken jars?
In order to receive any credits or refunds for damaged or broken jars, you MUST provide us with a digital photo showing all the broken jars and lids and file an accurate damage claim with the appropriate freight carrier. We offer the following options for dealing with occasional damage:
- We will credit your account for the value of the broken jars towards your next order.
- We will send you a refund for the unit cost of the broken glass only if the total breakage value exceeds $10.00.
Orders, Payments and Turnaround
What are your payment terms?
All e-commerce orders will be paid via credit card at the time of order. Wholesale customers are offered NET 30 terms, or may pay using a credit card with a 2% processing fee.
Do you accept debit or credit cards? Will you take a personal check?
We accept the following credit cards: Visa, American Express, MasterCard, and Discover. We also accept any debit cards that process through Visa or MasterCard. There is no surcharge for using your credit card to make purchases online. Wholesale customers will incur a 2% processing fee when using a credit card. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you). Incorrect information will cause a delay in processing your order. Your credit card will be billed immediately upon making a purchase. Any necessary refunds will take 2-3 days to post to your credit card statement.
What is your minimum order?
Our minimum order is a master carton from the glass manufacturer, which is typically 12-24 jars per carton. For larger glassware, such as storage jars, a master carton may be anywhere from 1-6 pieces. The number of pieces per master carton is listed in the store under the product description.
Do you offer price breaks? Can I get discounts based on larger quantity orders?
We do not offer price breaks on e-commerce orders. We offer the best possible price regardless of quantity ordered. You can place orders anytime it’s convenient for you, day or night. Please also keep in mind that ordering by the pallet, both single and mixed styles, will dramatically reduce your landed cost per piece. For wholesale and pallet quantity orders, please visit our “Wholesale” page on the website or call us directly at 860-826-1881.
Once I place an order, how long does it take for my glass to leave your warehouse?
We make every attempt to ship orders received before 12:00PM CST the same day. Because we have arranged to have our carriers pick up as late in the day as possible, we frequently ship orders received as late as 12:00PM CST the same day. In no event will we require more than 48 hours to process and ship your order unless the items you requested are not in stock or on back order.
How will I be notified when my order has been shipped?
For individual package movements, if you have provided us with a valid email address at the time of your order, UPS will send you a tracking number and a hyperlink to the tracking portion of their website as soon as the shipment is scanned into the UPS Worldship system.
For pallet shipments, we offer you a PRO# off of the bill of lading which is used by the carriers to track the movements of motor freight cargo across the country. Please let us know if you need to make special arrangements with the carrier prior to delivery when placing your orders.
How much inventory do you carry? Will you have a consistent supply of the jars I need?
We utilize over 80,000 square feet of warehouse space located in Milwaukee, Wisconsin. Although we try to anticipate customer demand and ensure that the styles and sizes you want are in stock in sufficient quantities, we do run out of certain items occasionally. We order from our suppliers very frequently and enjoy 2-day delivery from their factories. Pack Logix does accept blanket purchase orders from our wholesale customers, ensuring that we have your products in stock for a 6 month period. To learn more about placing blanket purchase orders, please visit our wholesale page or contact us directly at 860-826-1881.
Product Quality and Packaging
Are all your glass jars made in the same factory?
At this time, in addition to American made Libbey and Anchor Hocking products, the Jar Store imports from several different Mainland China vendors that supply high quality machine blown and machine pressed glass containers. Typically, glass jar manufacturers in China will specialize in only one type of production method.
How are the jars packaged?
All jars are packaged by the manufacturer to our specifications, usually between 12 and 48 units per master carton. Within each master carton, the jars are further packaged in inner cases containing a 6-12 jars.
I just received my order and was shipped the wrong jars. How do I get the correct jars?
If we make an error we will correct it to your complete satisfaction at no cost to you. Please contact us immediately if you didn’t receive the correct jars in your shipment.
What is your product returns policy?
If you are not happy with the jars we send, we will gladly accept the return and refund the cost of the product. We require a Return Authorization which is obtainable by calling us. You must pay for the return freight and repackage the product so it reaches us in good condition. Your refund will reflect a 15% charge to cover packaging and restocking expenses. Failure to obtain a Return Authorization prior to returning merchandise may result in higher return charges. Note that we will only accept complete cartons of jars in their original condition and packaging. All breakage and request for returns must be made within thirty (30) days of receipt. Claims for breakage or product return requests will not be considered after this period.
Is there a penalty for canceling an order?
Any order may be cancelled prior to shipping without charge. Once shipped, you may return the shipment which will then be subject to our Returns policy.