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PickUrPack has just arrived in Poland!
PickUrPack

Frequently Asked Questions

Explore our FAQs for information

Find quick answers to common queries about our European food packaging solutions. From orders to shipping and more, get the info you need.

Follow these steps to place an order:

  1. Choose your products: Browse through the products on PickUrPack.com and find the ones that you want to buy. You can use the search bar to find specific products, browse by category, by material, or by industry.
  2. Add the products to your cart: Once you have found the products that you want to buy, add them to your cart. You can do this by clicking on the "TO CART" button.
  3. Review your cart: Before you checkout, review your cart to make sure that you have added the correct products and the correct quantities. You can also use this opportunity to apply any discounts or coupons that you have, redeem your points, or choose a free product if this option is available.
  4. Enter your shipping information: You will need to enter your shipping information, such as your name, address, and phone number. You will also need to select a shipping method.
  5. Choose your payment method: You can choose to pay with a credit card, debit card, or PayPal.
  6. Review your order: Before you checkout, review your order to make sure that all of the information is correct. You can also use this opportunity to change your shipping information or payment method.
  7. Place your order: Once you have reviewed your order and you are happy with it, you can place your order by clicking on the "Complete Order" button.

To add items to your shopping cart:

  1. Browse through the products on PickUrPack.com and find the ones that you want to buy.
  2. Click on the "TO CART" button for each product that you want to buy. The product will be added to your shopping cart.
  3. You can continue browsing and adding items to your cart.
  4. Once you are finished shopping, click on the "Cart" button to review your cart.

To remove items from your shopping cart:

  1. Click on the "Cart" button to review your cart.
  2. Click on the "Remove" button below the item that you want to remove. The item will be removed from your cart.
  3. You can continue reviewing your cart and removing items.
  4. Once you are finished, click on the "Proceed to Checkout" button to place your order.

Additional tips for adding and removing items from your shopping cart:

  1. You can only remove items from your shopping cart if you have not yet placed your order.
  2. If you have already placed your order, you will need to contact customer service to remove items from your order.
  3. You can also increase or decrease the quantity of items in your cart by clicking on the "+" or "-" buttons next to the item.

The dimensions and the capacity of the products on PickUrPack.com are as accurate as possible. We measure each product individually and enter the dimensions and capacity into our database. We also have a team of quality assurance testers who verify the dimensions and capacity of each product before it is listed on PickUrPack.com. However, it is important to note that there may be some slight variations in the dimensions and the capacity of products because of slight differences between manufacturers. Additionally, the dimensions and the capacity of products may be affected due to manufacturing tolerances. If you are concerned about the accuracy of the dimensions and the capacity of a product, you can always contact customer service. We will be happy to provide you with more information about the product and to answer any questions that you may have.

We sincerely apologize if you are experiencing issues in placing an order. We will be listing troubleshooting tips and suggestions that you may try:

  1. Check the availability of the products in your cart. It is possible that some of the products you have placed in the shopping cart are not available.
  2. Try to complete the order after removing these products from the shopping cart. Try to log in and log out and check your internet connection.
  3. Please make sure that the details are correct upon checking out. Type in your shipping address in English alphabet/letters. It must not include special symbols (#,*, etc). If the postal code or phone number is not accepted, kindly type it without any space.
  4. We also suggest that you use a different payment method that is available to your country.

These usually fix the issue but kindly contact us again if it persists.

On the upper left section of the page, you will see icons where you have an option to change either the Language and the Currency.

  1. Browse through the products on our site and find the ones that you want to save.
  2. Click on the heart icon next to the product that you want to save.
  3. The product will be added to your Wishlist.
  4. You can view your favorites list by clicking on the "Wishlists" link in the top navigation bar.
  5. To remove a product from your favorites list, click on the heart icon again.

Here are some additional tips for saving your favorite items:

  1. You can save multiple items to your Wishlist.
  2. Your Wishlist is saved to your account, so you can access it from any device.
  3. You can create multiple Wishlists.
  4. You can also share your Wishlists with friends and family.

Be sure to double check the Contact Email address you provide, before clicking on “Submit” button on the Contact Us page. You may expect our Customer Service Team’s response, through email, within 24-48 hours. Ensuring that you receive emails from our Customer Service team. If you don't receive our Customer Service team's response for an extended period of time, please check your Contact email's Spam folder. Our emails may have been filtered incorrectly by your email server/provider.

  1. The most common issues are an incorrect email address or the email has gone to your "junk/spam" mail. Please check your "junk mail/spam" folder.
  2. The email address may have been incorrectly inputted when the order was placed, please contact customer service to change your email address.
  3. To resend you the email confirmation, please contact customer service.
  4. For Paid Order, the payment may have failed to be received by PickUrPack. You may check on the Related Link which payment method PickUrPack accepts.

Before submitting your order, please make sure all the details in it are final.

  1. You cannot add products to your order after you've placed it successfully. If your order has not been packaged yet, you can cancel it and place a new order for the products you need.
  2. If you'd like to delete a certain product from your order, you can do so before your order is packaged.

Please note: If you ordered two (a quantity of two) of the same product, the system must delete both of them. If the package has already been shipped, we are unable to make any changes to your order. If your order cannot be changed, please see our return policy.

  1. To ensure you will receive the package in time, please make sure the shipping address is accurate when placing the order.
  2. You can easily change your shipping address from your account management page.
  3. For changing the shipping address, please contact our Customer Service. Please note that:
    1. Country/State/province/shipping method cannot be changed after placing the order. (As it has different shipping fee free amount.)
    2. We can only help you modify your shipping address BEFORE PACKING.
  4. If the order has already been shipped to destination country and you need to make changes on the address, we highly recommend tracking your package, find out the shipping courier and reach out to them for arrangements, so they can reroute the package to the address where you want your package to be delivered.

    Please note that requesting cancellation for your order is limited to the following guidelines and would still be possible if:
  1. An order is still in processing status and is on pre-packing stage.
  2. If your order has been processed and awaiting dispatch or has already been dispatched and shipped, we would not be able to cancel it. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

THE CUSTOMER HAS THE OPTION TO PAY:

  1. Payment by Debit Card
  2. Payment by Credit Card
  3. Payment by PayPal

For more information on payment methods, visit:

pickurpack.com/pl_en/payment-methods

Please note that prices vary depending on the size of the item ordered. Regarding items that were previously on sale or currently on sale and you have ordered them already, we have a different period and have different sale prices. Prices are subject to change based on the price in effect the day you checked out, unfortunately, we cannot make adjustments on an order that was already placed and we can no longer process a refund for the price difference.

We apologize for the confusion with regards to the charges in your order. The difference in the charges may be caused by the currency. Please note the amount you have seen online is only an estimate when it is turned into your country's currency based on the pre-recorded exchange rate. The Bank you are dealing with is the one who will determine the actual conversion rate in addition to the applicable foreign exchange rates. You may also contact your bank to confirm this for you. Thank you for your understanding. If you have questions or clarifications, please let us know.

Earn points for every euro you spend and redeem them for discounts, free products, and more! Our loyalty program is free to join and there's no commitment. Simply create your account, shop, and start earning points for every euro you spend. You can redeem your points for discounts on your next purchase. In addition to earning points for your regular purchases, you can also earn bonus points from offers, special promo days, or on your first order. It's a great way to save money and reduce your business costs. For more information about the loyalty program visit: www.pickurpack.com/pl_en/loyalty

You can redeem your coupons during checkout. Enter the code of the coupon you have in the corresponding field and the value will be deducted from the total order.

There are a few ways to get coupon codes. Here are some of them:

  1. Sign up for the email list. We offer exclusive coupon codes to our email subscribers.
  2. Visit us on social media. We often announce coupon codes on our social media pages.
  3. Visit PickUrPack.com regularly. We often announce coupon codes on our website.

Want to use a discount code at checkout? Go ahead! Unfortunately though, we can only accept one promotional code per order. Subscribe on our newsletter to always get in the loop.

Currently the countries we serve with shipments from the e-shop are Poland and Spain. If you are interested in buying from another country, please contact us.

There are a few ways to track your order and check its status.

Here are some of them:
  1. Log in to your account. Once you have logged in to your account, you will be able to view the status of your order.
  2. Check your email. You will receive an email confirmation when your order is placed. This email will include a tracking number that you can use to track your order.
  3. Contact customer service. If you cannot find your tracking number or if you have any other questions about your order, you can contact customer service.

Delivery of goods ordered to our store are carried out through trusted courier companies. You can learn more about here:

pickurpack.elegento.live/pl_en/shipping-methods

  1. You need to manually select the shipping method you want when placing the order, once the order goes through, we can no longer make any changes on the shipping method you have selected when you placed the order.
  2. If the order has already been shipped to destination and you need to make changes on the address, we highly recommend tracking your package, find out the shipping courier and reach out to them for arrangements, so they can reroute the package to the address where you want your package to be delivered.

Please note orders will go through TWO phases before being delivered:

  1. Order processing time: Normally it will take some hours to prepare your order.
  2. Shipping time: It can vary depending on your location and shipping methods.

The delivery time is 1 to 2 working days*. * Working days - means days of the week from Monday to Friday, excluding bank holidays.
* Any delivery dates provided by PickUrPack.com are estimates. We reserve the right to make deliveries at a later time than originally stated due to force majeure. PickUrPack.com will send you an email when your order has been shipped, and you may review your order and shipping information on your account page or via the carrier's page.

Once you have successfully placed an order, you will be receiving a confirmation email listing the items you ordered along with your shipping address. Make sure to provide your correct and most updated email address upon placing the order to ensure you will be receiving the confirmation email and updates about your order.
You may also check your order status via your PickUrPack account.

You have 14 calendar days, from the day the product was delivered, to return it to us unused and exchange it for another product or for a refund, in the case of the following situations:

  1. The size or color* of the product is totally different from the one you selected.
  2. We sent you the wrong product (sorry in advance).
  3. In the event that we have sent you a wrong product, a color* or size different from the one you requested, we will pay the costs of returning the product and shipping the new product and we will repair or change the product immediately. Otherwise, the return costs will be borne by the customer.

You have 36 hours from receipt to notify in writing that the product received has some damage caused by transport, or that it is defective (after this period we will not be able to attend to the claim). * Every product's color is represented as accurately as possible, but it may vary slightly due to the individual screen's settings. For these cases, the difference in color which you received is not considered as a defect in the product. If you receive fewer packages than those listed on the delivery note (at the time of receipt), you must indicate the missing item on the agency delivery note and notify us by phone or e-mail of the missing material in order to replace it.
ATTENTION: This last annotation will not be effective for situations not described in the previous paragraph. Consequently, in situations other than those described above, we cannot assume the expenses caused by the return.

What you have to do to return a product is the following:

  1. Contact us at [email protected] before returning any product. This is very important to avoid paying import and export fees.
  2. Once you receive a return authorization number by e-mail, you can send us the product. Along with the return authorization number, we will also send you the address and all the documentation you need for this shipment. Please, if you need to return a product to us, try to make the package as small as possible.
  3. For the return of the material, remember to send the complete product in the original packaging together with all its documentation: instruction book, guarantee, etc.

ATTENTION:All expenses caused by not having contacted us before the return, by not having waited to receive the return authorization number or by not having used the documents provided, will be deducted from our debt to you. We cannot pay any costs incurred by the client due to these reasons described here.

First of all, we apologize if there are any mistakes with our refunds. If this happens to you, please contact our customer service team. We're here to help and will take care of the problem as quickly as we can. Please note that the following will affect your refund amount:

  1. Shipping fees are refunded only if orders are canceled before they're packaged.
  2. Any discounts/points/vouchers, etc., provided during a marketing campaign can only be used once and cannot be returned in the course of after-sales problem handling.

Once your Return/Refund request has been confirmed, PickUrPack will process your Refund/Return within 2-5 days. Please note that the actual time for the refund to be credited to your account depends on your bank's processing time, which may vary depending on the payment method used. Generally, it takes 7-15 business days to complete the entire refund process. If you have not received your refund after 30 days, please contact our customer service.

Within 2 business days of our warehouse receiving your return, we will be sending you an email. The email will confirm that your “Desired Resolution”, whether a Refund or an Exchange/Replacement, has been processed. In case of an Exchange/Replacement request, you would be receiving a new Order ID which you may use to monitor and track the replacement item’s status. Exchanges work just like a new order and will also undergo the same Processing and Shipping time frame your order may have originally gone through.

After the credit card transaction, the refund will usually be returned to the same account. The refund will be reflected in the credit card bill with a "negative" charge record to offset the amount charged when you pay. For any additional questions, please contact our customer service.

  • You can click the link to register www.pickurpack.com/pl_en/customer/account/login/
  • Fill out the necessary fields to complete the process.
  • Once all details are entered in the fields, you will be prompted that you have Registered Successfully.

You can easily change your account information after you have logged in to your account. From the Account page you can change any information you want, add new delivery and billing addresses, or change your password.

You can easily change your password after you have logged in to your account. From the Account page you set a new password.

Your privacy is important to us, and we care about how your order information is used and shared. You may refer to https://www.pickurpack.elegento.live/pl_en/privacy-policy for more detailed information. One of the most secure online systems is applied to our website to protect your personal information against unauthorized use. We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment and will never be released to any unaffiliated third parties.

Yes, you need to register to PickUrPack before placing an order. The registration process is fast, free, and will save you time for future purchases. Registered users will also be able to enjoy membership benefits. You may register via: www.pickurpack.com/pl_en/customer/account/create/

If you're having trouble signing in, please check if you're using the same email address and password you used to register with us. If you forgot your password, you could reset it using the forgotten password link: https://www.pickurpack.com/pl_en/customer/account/forgotpassword/

FOR EMAIL: You may unsubscribe from all emails from us, by clicking on the "unsubscribe" link located at the bottom of any of the emails you've received. We do suggest for you to use the shortcut "Ctrl+F" to find the word "unsubscribe" from the email to make the search much faster. If you no longer want to subscribe to PickUrPack newsletters, you can unsubscribe simply by clicking on the unsubscribe link in one of our newsletters. Please note that once you unsubscribe, it can take up to 7 days for the change to take effect. If you change your mind later and want to subscribe to our newsletters again, please enter your email address at the bottom of the homepage to subscribe.