FAQ

Custom

Can you make a custom-sized item?

We always try our best to find the right product for your business needs. We can custom print your food packaging but we would have to specially source custom-sized items which may or may not be possible. Contact us with details about your needs and one of our team members will assist you!

Sample

Do you offer sample products?

It is certainly possible to order one or more samples of our products. That way you can have a look and test our products first before you buy them. $0.5 per sample, you need to pay for shipping.

Shipping of samples generally takes no more than 1-4 business days, depending on the country of delivery. If the sample is not in stock when you request it, the lead time may be slightly longer.

Stock

How can I check if a product is on stock?

Generally we keep a large stock of the products in our website. You can check the stock status of a product by going to the product page. If the product is out of stock, there will be an out of stock reminder below the product title.

The product I want to order is not on stock. How can I find out when it will be back?

Although we forecast our sales and plan our purchases, it can happen that a product is out of stock. We will try to get it back on stock as soon as possible. If a product is out of stock for a prolonged period of time we will communicate this on the website. If you would like to know more specifically when a product comes back in stock, send us an e-mail with the article number and we’ll be happy to help you.

Ordering 

How do I place an order?

Businesses customers can order with us, ordering is very easy!

• Choose a category and pick the product you’d like to order.
• Enter the quantity (please note: our products are sold in packages).
• Confirm by clicking ‘Add to Cart’.
• Have you added all your products to your shopping cart?
• Please go to your shopping cart.
• Please enter the required information in the order form such as Name, Delivery Address etc.
• After you have entered your details, select your payment method and follow the instructions.
• After the payment is fulfilled, the order will be confirmed. An order confirmation will be send to the email address you have provided.

Please contact us if you need more help or still have questions.

Do I need to setup an account to place an order?

You do not need to set up an account to place anorder.However creating an account allows you tostore your shipping information, see order historyand view your product's warranty information. Additional features will be added to the account pagein the near future.

How do I match my cups with lids?

The cups and lids of some of our products are sold separately. There are special reminders on the product details page. We have correctly matched and associated the lids for your cups. You can buy them together to save your time. 

I just ordered, can I add a couple more items?

Unfortunately, we cannot add an item or items to an order once placed. But, you can place a subsequent order.

Please note that shipping costs are based on the size/weight of the package(s), distance the package(s) travel, and number of package(s) in an order. Therefore there are no savings on shipping from having all of your items included in one order.

Payment

What methods of payment are accepted?

• PayPal

• All major credit/debit cards such as Visa, MasterCard, American Express, Apple Pay, etc...

Why was my credit card declined?

Your card may be declined for several reasons: the card has expired; you are over your credit limit; the card issuer sees suspicious activity that could be a sign of fraud.

If you have trouble paying via credit card, please check that you entered your information accurately, including the expiration date, cardholder name, security code on the back of your card, and the billing address.

We suggest trying a different card or payment method if your payment is still refused.

If the above instructions fail, please get in touch with the customer service of the bank or credit union that gave you the card.

Can I change or cancel my order?

Unfortunately, we cannot change your order after you have placed it. Please get in touch with us via support@ponypackaging.com. if you want to change or cancel your order. 

Shipping

What is your shipping policy?

Pony Packaging sells and ships food packaging and restaurant supplies across United States. The shipping rate will be calculated automatically at checkout (when applicable), you can check anytime during shopping. For more information on shipping, please visit our Shipping Policy page.

Returns 

What is your return policy?

Pony Packaging accepts returns within 30 days of your purchase as long as the product is unused, undamaged and in its original packaging. To initiate a return, please contact us first. Additionally we charge a restocking fee, for items delivered to a commercial location, the fee is 20% of the cost of the item, or 30% for residential locations. View the full return policy here.

 

Still Have Questions?

If you still have questions or need additional assistance, send us a message: support@ponypackaging.com 

We’ll be in contact to you quick.