Frequently asked questions
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn’t the case, let us know and we’ll do our best to work with you to make it right.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@packlulu.com. Please note that returns will need to be sent to the following address:1855 Iowa Ave, Riverside, CA 92507,US. Tel 9294718647
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@packlulu.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@packlulu.com.
How do I choose the right envelope size for my needs?
We offer 10 different sizes to accommodate our customers’ various packaging requirements. Please refer to our SIZE GUIDE link for your reference.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
We have warehouse facilities located in California, USA. Orders are typically shipped out within 1‑3 business days after purchase. Once your order leaves our warehouse, delivery time depends on your selected shipping method and your destination address. You will receive a tracking number via email as soon as your parcel is dispatched, so you can monitor your shipment status in real‑time. Please note that weekends and public holidays are excluded from processing time. If you have not received any shipping confirmation after 3 business days, feel free to contact our customer support team info@packlulu.com for assistance.
Where are your products manufactured?
Our products are manufactured in two key locations: California, USA and Guangdong, China. We maintain full‑scale production capabilities at both facilities, following consistent quality‑control standards across all production lines to ensure every item meets our specifications.To deliver fast and reliable service globally, we operate fulfillment warehouses inboth the United States and China. Inventory is strategically distributed between these two regions. For orders shipped to North‑American customers, most packages will dispatch from our California warehouse, typically shipped within 1‑3 business days. For international orders outside North America, items may ship directly from our Guangdong warehouse.Our dual‑production and dual‑warehouse setup helps us shorten lead times, reduce transit delays, and maintain stable stock availability for different market demands. Which warehouse your order ships from depends on product availability, your shipping destination, and inventory status at the time you place your order. You will receive a shipping confirmation email with tracking information once your goods leave the fulfillment center.
Can I customize my order with a custom logo?
You can customize your desired colors, sizes and logos for our products. However, extra plate charges may apply for orders below the minimum quantity.As the direct manufacturer, we welcome all custom‑production requests. Please get in touch with our sales team at info@packlulu.com to discuss your customization requirements.