FAQs – KimEcopak

FREQUENTLY ASKED QUESTIONS (FAQs)

We answer all burning questions on food packaging, not only with basic questions such as shipping & order, but also some you probably never even thought to ask ;)

SHIPPING

Where do you ship to?

When it comes to shipping, we've got you covered, no matter where you are in Canada or USA!!!

Our typical processing time is 2-7 business days, but please note that we don't process or ship on Fridays after 12 pm EST, weekends, or holidays.

We're excited to get your order processed and shipped out to you with below reference timeline:

+ MB: 1-2 business days.
+ ON, QC, AB : 2-4 business days.
+ Other provinces: 3-7 business days.
+ USA: 7-10 business days.

Small products like Wooden Sporks and 8 Oz Paper Soup Cups ship the very next business day, while normal-sized products like Kraft Boxes and Salad Bowls typically ship within 2-3 business days for Canada shipping.

For shipping outside of these countries, please reach out to us for supporting by sending email to halo@kimecopak.ca

For more information about Shipping Policy, click HERE!

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped, we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order HERE!

Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to us for supporting by sending email to halo@kimecopak.ca

How long does it take to ship my order?

Once you've placed your order, it usually takes 01 – 3 working days to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below.

You can find them when choosing for a delivery method before confirming your order:

Within Canada:

+ MB: Typical Shipping time: 1-3 business days.

+ Ontario, Quebec: Typical Shipping time: 2-5 business days.

+ Alberta, SK, BC: Typical Shipping time: 3-6 business days.

+ Newfoundland, New Brunswick, Nova Scotia, PEI: Typical Shipping time: 5-7 business days.

+ NWT, Yukon: Typical Shipping time: 4-6 business days.

To USA: 4-10 business days.

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Do you offer fast shipping?

We offer Priority Shipping within Canada with shipping time is about 1-2 business days. You can select fast shipping after having entered your delivery location.

Will I pay taxes for international shipping?

Deliveries in USA will have to pay custom taxes. Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer to website of the delivery partner handling your delivery.

PAYMENT

What payment methods do you accept?

You can purchase on our website using a debit or credit card. We additionally offer support by Apple Pay and Google Pay & PayPal. You can choose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: CAD.

If your credit or debit card use another currency, then you will be charged in USD, CAD or VND, depending on the website you are on. Your bank will apply the corresponding conversation rate of the currency you choose.

RETURN & EXCHANGE

Do you accept returns & Are returns FREE?

All items, with the exception of sale/clearance items, may be returned if the items are unused and in the original unopened manufacturer’s packaging. Our items are used in food service, and due to food safety regulations, we cannot accept opened merchandise unless the items were shipped in error or damaged in shipping.

Items must be returned within 15 days from receipt of your order. Please contact our Client Service team at halo@kimecopak.ca or through our Contact Form for a return label and instructions. You will be responsible for return shipping plus a 15% restocking fee which will be deducted from your refund. Upon receipt and inspection of the returned items, we will credit you, less these fees, to the original form of payment.

Refunds may take up to 2 weeks to process. A restocking fee is charged so we can keep our prices low. For every returned item, there are additional costs involved with processing the return. Instead of raising our prices site-wide to make up for this cost, we charge a restocking fee for each returned item.

Note that we encourage clients to take advantage of our large assortment & order Sample Package, to try out products prior to purchasing of full cases.

Can I exchange an item?

We only accept to exchange items which arrives damaged, incorrect or incomplete compared with your original order.

If your shipment arrives damaged, incorrect or incomplete, please contact our Client Service team at halo@kimecopak.ca or through our Contact Form within 5 business days of receiving your order. We require images of the damaged items to show our supplier or shipping carrier. If part or all of your shipment was missing or damaged, and you do not contact us within 5 business days of delivery date, we cannot guarantee any compensation for damages or loss.

Any items returned to us due to incorrect address, refused shipment or repeated unsuccessful deliveries, will be treated as a standard return and subject to shipping and a 15% restocking fee.

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.