FAQ

Our Process of Shipping at FH Packaging
1. How Long Will It Take For My Order To Ship and How Can I Track it?

Domestic Shipping

We ship all online orders domestically with UPS within the States. All orders placed before 11:00am PST will be shipped out the same business day; orders placed after 11:00am PST will be shipped within 24 hours (excluding weekends). You can check the status of your order anytime through your customer portal tracking number. An email will be sent to the provided email address once your order has shipped. 

Customer’s UPS account can be used at no charge upon request. 

Please note that UPS does NOT ship packages to PO Boxes. Residential and business addresses are okay. 

Large orders that require the involvement of pallet shipment and large trucks may take up to 3 days to ship. Our Customer Support team will be reaching out to you to inquire about pallet shipment accommodations. Please look out for a call or email from us if you placed any large orders of glass products. 

International Shipping 

At this time, we do not ship online orders internationally. 

Our wholesale side of the business can ship bulk orders to Canada. Duties and taxes are not included and is the responsibility of the customer. Please contact our Sales Team for more information. 

Phone: (951) 848-7680 Extension #1 

2. COVID-19 Shipping Delays

Please note: UPS is experiencing an influx of shipment delays due to COVID-19 restrictions. Our warehouse team is working hard on getting your orders out within 24 hours of order placement. 

Be sure to check your email for tracking details. Please allow 24 hours for tracking information to update to see the status of your order.  If you do not see any updates, please don’t feel hesitant to reach out to our Customer Support team! 

We sincerely apologize if any delays were to occur. Unfortunately, this is something that all brands and shipping providers are experiencing. 

Our team really appreciates your patience and understanding as we work through this year of unprecedented changes and challenges. 

Thank you for choosing FH Packaging

3. Ontario Local Pick-Up

Local pickup option is available at our Ontario location. An email notification will be sent once orders are ready for pick up. 

1920 S Carlos Ave Ontario, CA 91761

4. Promotional Offers

Sign up for our Newsletter to receive a 10% Off Coupon. Be sure to follow us on our social accounts to get the latest updates on promotions and flash sales!

Free Shipping on Online Orders Over $200 within the United States excluding the states of Alaska and Hawaii. Pallet orders weighing more than 300 lbs are also excluded from free shipping. 

5. What is Your Contact Information and Business Hours

Business Hours: 

Monday – Friday 7:00am to 4:30pm Pacific Standard Time 

Contact us at:

Phone: (951)848-7680

Email: [email protected]

Live Chat: available from 7:00am to 4:00pm PST

6. What Is The Minimum Amount I Can Order?

We always recommend ordering in full case quantities to prevent damages as partial case orders will be packaged separately and packed in a box with foam peanuts. 

Most closures will be sold at a minimum quantity of 25 pieces. 

Most glass products are arranged and wrapped in a tray in each full case, therefore the minimum order quantity is 1 tray with the following exceptions:

  • Powder coated bottles (Frosted, Matte, & Glossy Colored Bottles) will need to be shipped in full cases. 

We do charge a $10 small order fee for orders below $50. If you wish to get this waived, please be sure to add a value of $50 or more to cart. Small order fee does not apply to sample orders.

7. Am I Able To Cancel an Order I Just Placed?

To cancel your order, please call us at (951) 848 7680 AS SOON AS POSSIBLE. Please note of the following charges that can occur: 

  • We will cancel your order at no cost if your order has not left our facility. 
  • If your order has shipped already, you will incur a 15% restocking fee and any return charges that may occur to bring the shipment back to our location. 
  • An order cancellation that is placed prior to the order being prepared for shipping will be cancelled at no charge.
  • An order cancellation received after the order has been pulled and prepped for shipping will incur a 15% restocking fee.
  • Any order cancellations received after the order has been shipped will incur a 15% restocking fee and any applicable shipping fees to return the order to our location.

Business Hours: 

Monday – Friday 7:00am to 4:30pm Pacific Standard Time 

Contact us at:

Phone: (951)848-7680

Email: [email protected]

Live Chat: available from 7:00am to 4:00pm PST

8. What If My Order Already Shipped?

At this point, we are unable to retrieve your order from the carrier, but you can contact UPS to reroute your package with the tracking number provided! 

9. What is Route Shipping Protection

FH Packaging​ is proud to partner with Route​, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

*​Claims for packages marked “delivered” must be filed after 5 days and before 15 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.

10. Do You Provide Samples?

Samples can be ordered directly through our website! Please click the “Request A Sample” button within the product page and 1 Sample will be added to your cart. You may request up to 15 samples per order. If you would like more samples of one particular item, please add a note in the “order notes” at the checkout page. 

* A flat rate shipping cost of $11.99 will apply *

If a customer would like to provide their own shipping label, please contact our Customer Support Team. 

11. What Are Your Payment Methods?

Visa, MasterCard, AMEX, and Discover are all acceptable payment methods.

12. Are Your Products Sterile?

Our bottles are clean and come prepackaged in wrapped trays or plastic bags, but they are not sterile.

13. My Items Looked Scuffed/Defective Why?

Products made from PET plastic often get minor scuffs and scratches during shipment from our manufacturer to our warehouse. Due to the nature of PET plastic, it is nearly impossible to avoid this. 

Frosted finish bottles can attract oily residues. Please handle bottles with care. If contaminated during unpacking, you can try spraying a vinegar-water solution and wiping down with a clean cloth. 

14. Why Is My Order Incorrect or Incomplete?

For incomplete or incorrect orders, please send an email to [email protected] to file a claim. Our team will review your claim within 1 to 2 business days. Once we verify the issue, we may move forward with a replacement or refund. 

What to include in your email: 

    • Order # with a clear description of the issue 
    • Clear photos for verification of claimed issue 
    • If damaged, please provide quantity and SKU/item description of product
15. I Ordered The Wrong Products How Can I Return?

Our return policy can be found here: https://www.fhpkg.com/return-policy/

Please find detailed instructions under “Return Process”

FH Packaging + Route Shipping Insurance

FH Packaging + Route FAQ

1. Q: What is Route?

A: ​We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:

Route+

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Purchased Route+ and need to file a claim?​ ​File Here

The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet? D​ownload Here

2. Q: Where is my order?

A:​ ​Download Route’s mobile app​ for iOS from the App Store to visually track your

package and receive real-time notifications on its estimated delivery.

3. Q: What if my order never arrives or is stolen?

A: ​To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

FH Packaging Route Route+ Packaging Protection Checkout Button

4. Q: What if my order is damaged?

A:​ To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

FH Packaging Route Route+ Packaging Protection Checkout Button

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at [email protected] and we will be happy to work with you to remedy the situation.

5. Q: What do I get when I insure my order with Route+?

A:Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

6. Q: What are Route’s terms and conditions?

A: ​Route’s terms and conditions are listed here:

Terms + Conditions

7. Q: How do I file a claim for my lost, stolen or damaged order?

A: ​If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/​

Note: M​ake sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

8. Q: Does Route+ cover stolen items?

A: ​Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.

9. Q: Is Route a licensed insurance company?

A:​ Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.