GENERAL FAQs
What is Package Free Shop?
We are a lifestyle brand providing clean, climate-friendly products that are better for you and our planet.
What does it mean to be ‘Package Free’?
At Package Free, we believe that living a climate friendly lifestyle should be easy, cost-effective, and fun! For us, living a Package Free life means that we are avoiding single-use plastic and disposable products to the best of our ability.
But wait, some of your products have packaging?
Despite our company's name, some of our products come in packaging. We understand your skepticism, but here's why and how we're addressing it. We only sell and send products in packaging if the packaging is 100% recyclable, compostable, or legally necessary. The industries and suppliers we work with are impressive, yet far from flawless (can you name a perfect company?). Even sustainable products often use traditional packaging due to consumer expectations. We strive to offer the best options available. Some items, like menstrual cups and toothbrushes, require FDA-compliant packaging, which we ensure is compostable and recyclable.
What do we do to combat excess waste and packaging?
We only sell and send products in packaging if the packaging is 100% recyclable, compostable, or legally necessary. We're continuously developing solutions to reduce unnecessary packaging and waste, aiming to set a new standard for sustainability in business!
How can I reach the Package Free team?
We do our best to make sure the answer to your question is located in our FAQ. However, we would love to hear from you! You can email us at support@packagefreeshop.com
I am a brand and want to sell at Package Free, what do I do?
Please submit a vendor application here! Package Free requests two samples of each SKU for testing before onboarding a new brand. Samples will not be returned, as we rigorously assess all products for quality before featuring them on our website and in stores. We're committed to offering our customers the very best, which is why our team thoroughly tests everything.If we don't currently accept your product, don't be discouraged; it may be a possibility in the future. Feel free to reach out for feedback on how your brand can align better with our mission and values. We're all about mutual growth!
What does Package Free request of our vendors for inbound shipments?
We require that all shipments to Package Free Shop come 100% plastic free (that includes bio-based or compostable plastics as well). The less packaging the better.
SHIPPING
How do you handle shipping in a ‘Package Free’ way?
At Package Free, we ship everything 100% plastic free in a post-consumer cardboard box with paper wrapping, labels, and tape. All of our shipping materials are 100% recyclable and compostable.
Do you offer international shipping?
Yes! We want to make it easier for you to reduce your waste, no matter where you are! All International shipments are shipped Duties and Taxes unpaid. The customer is responsible for payment of those fees. At this time, we do not ship liquids internationally.
When will my order arrive?
Normally domestic orders will arrive in 6-10 business days but during peak season, may require a few extra days for shipping and processing. You should receive an email or SMS order notification with a tracking number to track your shipment. If your shipment tracking number shows pre-shipment, in transit, or delivered status, you can be confident that we have packaged and shipped your order.Your package will be in transit for the length of time associated with your choice of Priority, First Class, or International Shipping.
If you have any concerns about a lost or delayed shipment, please contact support@packagefreeshop.com. We ask for your patience while we work on your behalf to understand when your package will be delivered. We assure you that we will do everything in our power to make sure you get your Package Free goods!
How will I know if my order has been shipped?
If you provided your contact info during checkout, expect an email or SMS order confirmation once your order is placed. You'll also receive a shipping confirmation with a tracking number once your order ships. Please be aware that larger items may ship from different locations, resulting in multiple packages arriving on different dates and times. We'll supply tracking details for each shipment for your convenience.
What do I do if my package is lost or delayed?
We'll do our best to locate your package! Before contacting us, check with your neighbors, and we'll also investigate with the shipping carrier. Please note, losses are handled case by case. Customer support must be contacted within 30 days from the order date in order for us to file a claim with the carrier. We cannot investigate lost or stolen package claims more than 30 days after the order date. If a shipment is marked as delivered but can't be found, check with neighbors, all entrances, and wait 48 hours before reaching out. Package Free is not liable for carrier losses or packages marked as delivered but not received. Ensure your shipping address is correct and reach out to support@packagefreeshop.com with your order number for assistance!
What happens if my order is returned to Package Free Shop?
We will contact you when the package is received by our warehouse and explain why the package was returned. Our team will help to provide a resolution for you.
Can I change my address after I place an order?
Please contact us at support@packagefreeshop.com with your order number and updated shipping address to request an address change to your order, and we will do our best to accommodate if the order has not been processed for shipment. Unfortunately, we cannot guarantee order changes after the order has been placed.
Can I combine two orders into one shipment?
Regrettably, we can't currently merge orders into a single shipment, but we're actively working to provide this option in the future.On a positive note, our shipping is entirely plastic-free. Our shipping materials are 100% recyclable and compostable, and we collaborate with our vendors to maintain a plastic-free approach for inbound shipments.
How are fragile materials protected during shipment if we don’t use any plastic?
We try not to put any packing materials inside of shipping boxes, but for any orders that are fragile, we use post-consumer 100% recyclable and 100% compostable paper packing materials inside of our boxes.
What are our shipping labels made of?
Our packing labels are 100% recyclable, compostable, and plastic free.
How are Package Free boxes sealed?
We seal our boxes with non-reinforced paper tape. It is 100% recyclable, compostable, and plastic free.
What do I do with my Packaging?
We encourage all of our customers to reuse, compost, or recycle all packing materials.
RETURNS
What is your return policy?
Due to the impact on the environment, we do not accept returns or issue refunds. If you have any issues with your product, please contact us as we address exceptions on a case-by-case basis. If there is an issue with the order, you must reach out within 30 days of the date the order was placed. Our support team is here to help answer any product questions you might have so that you can make a more informed purchase.
Why doesn’t Package Free accept returns?
Why no returns?" is a common question we get. It's because we're deeply committed to our environmental mission, and online retail returns have a significant negative impact. Here's why: returns generate 5 billion pounds of landfill waste and 1.6 billion gallons of diesel fuel burned, resulting in 15 million metric tons of CO2 emissions in the U.S. In 2017, returns accounted for $380 billion worth of goods.We believe the culture of "over-shopping because returns are free" is the real problem. Instead, we advocate for smarter online shopping. As a brand, we thoroughly vet our products for sustainability, but we encourage you to research purchases, avoid impulse buys, and only buy what you truly need. Let's work together towards more mindful consumption.
What is your cancellation policy?
Please contact us at support@packagefreeshop.com with your order number and we will do our best to accommodate if the order has not been processed for shipment. We cannot guarantee order cancellations once an order has been placed.
SALES AND PROMOTIONS
Are there any sales and promotions going on now?
The Package Free Shop Shower Bundle promotion is available on packagefreeshop.com. Receive 25% off a purchase of two shower bars. Use code SHOWER25 at checkout to receive the discount. Promotion has no cash value and cannot be applied to previous purchases or gift cards. Package Free reserves the right to extend, modify, or discontinue this offer at any time without notice.
The Package Free Shop Laundry Detergent Bundle promotion is available on packagefreeshop.com. Receive 25% off a purchase of two laundry detergents. Use code LAUNDRY25 at checkout to receive the discount. Promotion has no cash value and cannot be applied to previous purchases or gift cards. Package Free reserves the right to extend, modify, or discontinue this offer at any time without notice.
The Package Free Shop Cleaning Spray Bundle promotion is available on packagefreeshop.com. Receive 25% off a purchase of two cleaning sprays. Use code SPRAY25 at checkout to receive the discount. Promotion has no cash value and cannot be applied to previous purchases or gift cards. Package Free reserves the right to extend, modify, or discontinue this offer at any time without notice.
Welcome promotion is valid on packagefreeshop.com. Promotions that are offered via promo code cannot be combined with other offers, promotions or already marked down merchandise. Offer has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date.
Package Free Shop Stock Up and Save Discount is available on packagefreeshop.com. Receive 20% off a purchase of $250 or more. Use the code STOCKUP20 at checkout to receive the discount. Exclusions apply. Promotion has no cash value and cannot be applied to previous purchases or gift cards. Package Free reserves the right to extend, modify, or discontinue this offer at any time without notice.
SUBSCRIPTIONS
How does the subscription program work at Package Free?
Select the Subscribe & Save option on a product’s page when adding it to your cart to create a subscription. Choose the delivery frequency for your subscription items and get 15% off on Package Free fulfillments and 10% off on all other fulfillments! *See disclaimer for details.
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How can I manage my subscription?
Log in to your Package Free Account. If you haven’t created an account yet, you can do so here. Once you are logged in, look for the Manage Subscription box on the lower left hand side of the page and click the Login button to access our subscription portal. The subscription page will appear as a pop up. If you have a pop up blocker in use, you will need to manually open the browser. If you are on mobile, the Manage Subscription box will be at the bottom of the account page.
How do I skip the fulfillment of my subscription?
Access our subscription portal by logging into your account. On the left hand side of the screen, click Your Orders to see upcoming orders. You will see the option to reschedule your order or Skip.
How do I pause my subscription?
Access our subscription portal by logging into your account. Click on the subscription you would like to pause, and scroll down to the bottom of the subscription to locate the pause button.
How do I adjust my subscription frequency?
Access our Subscription portal by logging into your account. Click on the subscription you would like to adjust. Below the products you will see a Frequency drop down.
How do I change the shipping address for my subscription?
Access our Subscription portal by logging into your account. On the left hand side of the screen, click Profile. You can update your shipping address in your profile there. NOTE: Updating your shipping address in your account on our website does not automatically update the shipping address for your subscription. You must update your address in the Profile section of the Subscription portal. We cannot change the address on file once your order confirmation email has been sent out.
How do I update the payment method for my subscription?
Access our Subscription portal by logging into your account. Below the items in your next subscription shipment, you will see a button that says Update my info.
How do I cancel my subscription?
Access our Subscription portal by logging into your account. Click on the subscription you would like to cancel, and scroll down to the bottom of the subscription to locate the cancel button.
How do I add one time items to my subscription order?
Access our Subscription portal by logging into your account. At the top of the page, you will see the date of your next scheduled order and the option to add one time items.
How do I add additional subscription items to my existing subscription?
Access our Subscription portal by logging into your account. At the top of the page, you will see the date of your next scheduled order and the option to add recurring items.
How much is shipping for each fulfillment of a subscription?
The shipping cost for subscriptions is determined by the weight of the products in the order and your shipping address. All orders containing subscription items over $59 before tax will receive free shipping! Compared to our normal free shipping threshold which is $69 before tax.
What items are available to order as a subscription at Package Free?
Browse our collection of subscription products here!
Can I apply my loyalty points to my upcoming subscription order?
Unfortunately at this time, we can only apply one discount code per order, so we cannot combine your loyalty points with the subscription discount.
Can I pay for a subscription order with PayPal / ShopPay?
Subscriptions must be purchased with a credit card that can be charged the next time the subscription fulfills automatically.
I am placing an order with subscription and non subscription items. Can I use my loyalty points and/or take advantage of a sale?
You can apply loyalty points to the non subscription items in your cart! If we have a sale going on, you can apply the sale discount code to your cart with subscription items. Please note that at this time we are not able to combine loyalty points with another discount code. If your subscription is fulfilled during a sale period, the sale price will be honored.
My subscription is set to fulfill during a sitewide sale. Will the discount be applied to this fulfillment of my subscription?
Yes! We will honor the sale price for items in your subscription if your subscription fulfills during the sale.
LOYALTY
How does it work?
By creating a rewards account with us, you can earn points that turn into dollar credits at checkout! Rewards members gain access to exclusive discounts, newsletters, and so much more. Earn points when you shop, refer friends, and on your birthday!
How do I create an account?
You can create an account by clicking Rewards at the top of our website. Enter your information on the right hand side under Sign Up.
Where do I enter my birthday?
Create or log in to your account. On the your account page, click Add Birthday on the right hand side.
Can I combine loyalty points with other promotions?
Unfortunately at this time, we can only apply one discount code per order, so we cannot combine your loyalty points and a coupon code. This also means that you cannot apply multiple rewards at checkout.
Do all purchases count or is it only certain products?
All purchases count! You will earn 1 point for every $1 spent.
Can I leave the program? How?
While we expect that you’ll love the benefits of this program, you can unsubscribe from communication at any time. If you’d like to opt out of the program completely, please reach out to our Customer Care team at support@packagefreeshop.com.
GIFT CARDS
Where do I purchase a gift card?
You can purchase gift cards online here! Please note gift cards are digital only.
How will I receive the gift card I purchased online?
You will receive your gift card by email within a few hours. Please check your spam folder if you have difficulty finding it.
What do I do if my gift card balance is less than my cart total?
If there is a balance left over, pay with your credit card, debit card, or PayPal account!