Returns & Damages

Damaged shipments

If your order arrives damaged, contact us within 5 business days of delivery with photos of the damaged units and shipping carton. We'll work with the carrier on a claim and replace damaged units at no cost to you. Most damage claims resolve within 7–14 days.

Defective product

If you receive product that doesn't match the agreed spec — wrong dimensions, wrong wall structure, missing print — contact us immediately. We replace defective units at no cost and credit any rush-replacement freight.

Stock SKU returns

Stock SKUs (catalog items) may be returned in unopened/unused full-case condition within 30 days of delivery for a refund minus return freight. Return shipping is the customer's responsibility unless the return is due to our error.

Custom-spec orders

Custom configurations are non-returnable once produced — the spec is built to your dimensions and print. We minimize this risk by:

Producing samples for approval before full-run production
Confirming dimensions, weights, materials, and print proofs in writing before PO confirmation
Documenting all spec details in the quote so there's no ambiguity

If a production run materially deviates from the agreed spec, we replace at no cost.

Warehouse-and-release inventory

Customer-owned inventory held in our Las Vegas warehouse is released against your purchase orders. Unreleased inventory remains your property. Storage fees apply only after the agreed warehousing period; details in your account agreement.

Questions or claims

📞 702-618-9018 (call or text) · ✉️ sales@surepackusa.com

We respond to all damage/defect claims within 1 business hour.