Frequently Asked
Questions

Before you submit your order for the shipping methods available for your items, you will need to select the shipping method from the options available (see checkout page). We will arrange the drop-shipment of orders in accordance with the method selected.

We can upgrade the shipping service on certain items. Eligible products will be indicated on the product page.

We work with our suppliers to process and ship orders within 24 hours. We drop-ship orders Monday-Friday, with the exception of observed holidays. Some items may have a longer lead time, which will be displayed on the product page.

Once your package ships, we will send an email with a link to your tracking information.

Shipping and delivery dates are estimates only and cannot be guaranteed. We are not liable for any delays in shipments.

You will pay all shipping and handling charges specified during the ordering process. Title and risk of loss pass to you upon our transfer of the products to the carrier.

There may be additional charges depending on the item(s) ordered or the shipping location. These charges will be reflected in your cart before your order is placed.

For more information regarding fees and charges, please contact Trinity Customer Service at [email protected] or by calling us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892.

Correct billing and shipping information relies solely on the buyer. We are unable to make any changes once we receive the order. Therefore, please verify that all your information is correct prior to finalizing your order.

We do not issue refunds for any order that is received back as “Return to Sender” due to:

• Bad Address
• Moved-Unable to Forward
• Unknown

We currently only ship to destinations within the contiguous United States. We do not ship to Hawaii or Alaska.

Please contact one of our National Account Managers today at (888) 659-0892 or [email protected] for more information.

We currently only ship within the 48 contiguous United States. We do not ship to Hawaii or Alaska.

If you have ordered a custom item, your Sales Representative will share the typical lead time upon quoting. Stocked items, however, typically ship the next day.

Trinity has warehouses all across the country, so lead time will vary depending on the product and where it is being shipped. If any items on your order are not in stock, you will be notified of the backorder right away.

When your order ships, you will receive an email with your tracking information. Your tracking information will also be accessible in the Order tab of your account profile.

Requirements for next-day shipping vary by item and your shipping postal code. Once we receive an order, we ship it out as soon as possible.

Freight costs, also known as freight rates or freight charges, are the amounts paid to carriers to transport goods from one destination to another. Freight costs will vary depending on the item, location, and market. Before your order is placed, you will be able to view the rates, see your freight charges, and have the option to request expedited shipping.

If an item is marked “Prepay and Add”, the actual freight charge will be billed and charged to the card used for the purchase at a later time, when Trinity receives the freight bill.

For more information on freight charges, please contact Trinity Customer Service at [email protected] or by calling us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892.

Yes. Any goods transported by freight truck on a pallet require a loading dock or forklift to unload the shipment.

You must make arrangements in advance with the freight carrier to make sure the package can be safely unloaded if there isn't a loading dock or forklift. You will be able to include this information on your order during checkout.

If a lift gate is required, a fee will be applied to your order. This charge will be included in your cart prior to checkout.For more information on delivery fees and motor freight deliveries, please contact Trinity Customer Service at [email protected] or by calling us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892.

All return requests must be made within thirty (30) days from receipt of shipment. Our acceptance of returns is expressly conditioned upon all item(s) being returned in NEW & UNUSED condition. Returns will be inspected by Trinity Customer Service.

Once completed, you will be contacted with refund information through your credit card. This process may take up to 5-7 business days to issue a refund.

For more information on Trinity Packaging Supply's shipping and return policies, please visit our return policy page.

All return requests must be made within thirty (30) days from receipt of shipment. Customers must initiate the return process by contacting Trinity Customer Service at [email protected]. We are not required to accept returns after thirty (30) days from receipt of shipment.

Refunds will not be issued until one of the following occurs:

• Trinity Customer Service determines that the shipment does not need to be returned for refund.
• Shipment is authorized by Trinity Customer Service for return.

No; Our acceptance of returns is expressly conditioned upon all item(s) being returned in NEW & UNUSED condition. Returns will be inspected by Trinity Customer Service. Once completed, you will be contacted with refund information through your credit card. This process may take up to 5-7 business days to issue a refund.

For more information about returns, please contact Trinity Customer Service at [email protected] or call us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892.

Canceled orders may incur restocking fees of up to 28% at the supplier's discretion, whether it has been shipped or not. Trinity is not responsible for any restocking fees incurred due to a canceled order.

If an item is marked “Prepay and Add”, the actual freight charge will be billed and charged to the card used for the purchase at a later time, when Trinity receives the freight bill.

Custom products and item(s) made-to-order are not eligible for a refund or return after product drawings or production proofs have been approved in writing or have been scheduled for shipment.

If you do not receive the correct item(s) you ordered, please contact the Trinity Customer Service department immediately at [email protected] or call us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892 and provide the order number and the details of the incorrect item(s) received. We will issue a return label to return the incorrect items for a full refund.

If your item(s) arrive damaged, please do not discard the items until written authorization is received from a Trinity Customer Service representative.

Any order received as damaged requires image(s) of both the shipping carton and the product. Once the images are received, we will ship you a replacement or issue the appropriate refund. You may also refuse delivery on the spot if damages are clearly visible in which you will need to contact us about the refusal of shipment so we can proceed with a full refund on the order.

For wholesale customers ordering bulk quantities, we have a variety of services, like our National Packaging Program and National Pallet Buyback Program, that can meet your needs and provide additional savings.

For more information about our available programs, please contact Trinity Customer Service at [email protected] or call us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892.

We collect and remit sales taxes as required by applicable law. Taxes will be calculated at checkout based on your ship-to postal code.

We currently accept the following payment methods:

• Visa
• Mastercard
• American Express
• Discover & Diners
• China UnionPay
• Japan Credit Bureau (JCB)
• Cartes Bancaires

In addition, wholesale customers ordering in large volumes may be eligible for payment terms with discounted pricing. Contact our team at [email protected] for additional information.

Orders will go through as soon as you click “Pay Now” on the checkout screen.

For invoice copies, please email [email protected].

There are many reasons for a failed credit card transaction. Your card information may have been entered wrong, the card may have expired, reached its limit, or a malfunction may have occurred with the credit card processing system. Please double-check your information.

If you continue to have problems, please contact Trinity Customer Service at [email protected] or call us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892. Please provide Trinity Customer Service with any error messages you may have received.

Yes, we are able to pick up truckload quantities of scrap pallets. You could get paid for your broken pallets through our National Pallet Buyback Program. We manage everything so that you don't have to, from core evaluation to pickup and quick payment.

• Track Revenue: Trinity Connect gives you instant access to easily track your pallet buyback revenue. Save time and money with a unilateral view of your pallet buyback revenue.
• Maintain Supply: Supplying our yards with raw material provides a steady supply of pallets for your company during times of shortages.
• Zero Landfill Waste: 100% of our wooden pallets are either repaired or recycled and turned into mulch. This is an environmentally friendly practice that can support your company's sustainability initiatives.

Please contact your National Account Manager directly or Trinity Customer Service at (888) 659-0892 or [email protected] to learn more and discuss your specific needs.

Yes, we love nothing more than finding our customers quality products at the best price and quickest lead time. Contact our Sales Team at (888) 659-0892 Monday-Friday, 8:30am-8:00pm EST, or via email at [email protected] to discuss your product needs.

Yes, we offer a wide variety of custom products, including warehouse signage, pallets, corrugated boxes, and more! Please contact our Sales Team at (888) 659-0892 Monday-Friday, 8:30am-8:00pm EST, or via email at [email protected].

Yes. At Trinity, we have a commitment to zero landfill waste. We not only offer sustainable packaging solutions, but we also repair and recycle pallets through our Pallet Buyback Program.

To learn more about our sustainable packaging solutions, contact our Sales Team at (888) 659-0892 Monday-Friday, 8:30am-8:00pm EST, or via email at [email protected].

To schedule a free consultation, contact our Sales Team at (888) 659-0892 Monday-Friday, 8:30am-8:00pm EST, or via email at [email protected].

Unfortunately, we are not able to provide samples at this time. If you are a wholesale customer, please contact your dedicated sales representative or Trinity Customer Service for more information.

We immediately process and fulfill orders placed through the www.trinity.global website. However, you may be able to update, change, or cancel your order depending on how long it has been since it was placed.

Please contact Trinity Customer Service at [email protected] or call us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892.

To cancel your order, please contact Trinity Customer Service at [email protected] or call us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892 on the day that you placed your order.

Since we promptly ship customer orders, we cannot guarantee that your order can be canceled. We will make every effort to cancel your order, provided that it has not entered the shipping process.

Canceled orders may also incur restocking fees at the supplier’s discretion, whether it has been shipped or not. Trinity is not responsible for any restocking fees incurred due to a canceled order.

You can access your order history in your account profile, by contacting Trinity Customer Service at [email protected] or by calling us Monday-Friday, 8:30am-8:00pm EST at (888) 659-0892.

Minimums vary by product. Please refer to the product page of the item you are interested in for more details.

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