FAQs

GENERAL

What is Package Free Shop?

Package Free Shop is the world's first Package Free Shop offering Package Free products and Package Free shipping. We are a Zero Waste lifestyle shop in NYC and online globally. We offer everything that you'd need to transition to a low waste lifestyle in one place!

What does it mean to be 'Package Free'?

At Package Free, we believe that living a Zero Waste lifestyle should be, easy, cost-effective, and fun! For us, living a Package Free life means that we are avoiding single-use plastic and disposable products to the best of our ability.

But wait, some of your products have packaging?

Despite our company’s name, some of the products we sell do come in packaging. We know what you’re thinking… “what hypocrites!”... but here’s why and what we’re doing about it. The industries and companies that we source our products from are amazing, but they aren’t perfect. (Ten points for anyone who can name a perfect company!) Even sustainable products still come in packaging because that’s what manufacturers and consumers are used to! So we consider our products to be the best of what is currently available. Some of our products (like the menstrual cups and toothbrushes) are required by the FDA to be in packaging, but this packaging is compostable and recyclable.

What do we do to combat excess waste and packaging?

We only sell and send products in packaging if the packaging is 100% recyclable, compostable, or legally necessary. We’re constantly working on solutions to combat unnecessary packaging and waste, and are excited to lead a shift in what it means to be a sustainable business!

SHIPPING

How do you handle shipping in a 'package free' way?

At Package Free, we ship everything 100% plastic free in a post-consumer cardboard box with paper wrapping, labels, and tape. All of our shipping materials are 100% recyclable and compostable.

Do you offer international shipping?

Yes! We want to make it easier for you to reduce your waste, no matter where you are! All International shipments are shipped Duties and Taxes unpaid. The customer is responsible for payment of those fees. 

At this time, we do not ship liquids internationally. 

How long does it take to ship my order?

After your order is placed, our team hand picks and packs it for you. We aim to mail your package within 1-3 business days from the date that your order was placed.

 

When will my shipment arrive?

Due to COVID-19 our team is processing a larger volume of orders, with the closing of our stores, but are shipping orders as quickly as possible.

Normally domestic orders will arrive in 3-10 business days but during peak season, may require a few extra days for shipping and processing. You should receive an email or SMS order notification with a tracking number to track your shipment. 

If your shipment tracking number shows pre-shipment, in transit, or delivered status, you can be confident that we have packaged and shipped your order.

Your package will be in transit for the length of time associated with your choice of Priority, First Class, or International Shipping.

If you have any concerns about a lost of delayed shipment, please contact support@packagefreeshop.com. We ask for your patience while we work on your behalf to understand when your package will be delivered. We assure you that we will do everything in our power to make sure you get your Package Free goods! We will get through this 

How will I know if my order has been shipped?

If you entered your contact information at check out, you will receive an email or SMS order confirmation after your order has been placed. You will receive a shipping confirmation notice with a tracking number as soon as your order has shipped.

Please note that larger scale items may ship from an alternate location therefore, your order might arrive in multiple packages delivering at different dates and times. We will provide tracking information for each shipment so you can follow along with the deliveries.  

 

What do I do if my package is lost or delayed?

We’ll do everything we can to track down your package! Check with your neighbors before you email us, and we’ll follow up with the shipping carrier to see what went amiss. Please note, we ship with USPS and losses are insured on a case-by-case basis.

We consider a lost package to have not been delivered 15 business days after the package was shipped.

If the shipment was marked as delivered, but cannot be found, we ask that you check with your neighbors and at all entrances of the property first, and let us know if it doesn't turn up within 2 business days. 

Package Free is not liable for any packages lost by the Postal Service, or packages that are marked as delivered but not received by the customer. A claim can be filed for the item if the item was shipped as Priority Mail. If the claim is not approved by the carrier, products will not be replaced.

We recommend purchasing Priority Mail with insurance for your package so way may file a claim, especially for international orders!

Please confirm your shipping address is correct and contact us with your order number so we can help!

What happens if my order is returned to Package Free Shop?

We will contact you when the package is received by our warehouse and explain why the package was returned. Our team will help to provide a resolution for you. 

If you do not receive a notice, we may not have received the package yet. Please reach out to us and let us know to expect it. 

Can I change my address after I place an order?

Please contact us with your order number and updated shipping address to request an address change to your order, and we will do our best to accommodate if the order has not been processed for shipment. 

Can I combine two orders into one shipment?

Unfortunately, we don't have the ability to combine orders into one shipment. We definitely hear your feedback, and hope to offer this in the future. We're actively working on it.

The good news is we ship completely plastic free. Our shipping materials are 100% recyclable and 100% compostable. We work with all of our vendors to ensure that inbound shipments are also 100% plastic free. You can read more on our commitment to zero waste

RETURNS

What is your return policy?

We do not accept returns or issue refunds. If you have any issues with your product, please contact us as we address exceptions on a case-by-case basis.

Why doesn't Package Free accept returns?

One of the most common questions we receive is, “why don’t you accept returns?” The answer? We factor the environment into every business decision we make at Package Free - it’s a part of our core mission - and online retail returns are incredibly harmful to the environment. Here's why: Reverse logistics (or returns) generates 5 billion pounds of landfill waste per year in the U.S. In the return process, trucks burn roughly 1.6 billion gallons of diesel fuel, resulting in 15 million metric tons of carbon dioxide emissions. In 2017, 11.3 percent of all purchases were returned, amounting to $380 billion worth of goods.

We believe that the “shop online in excess because returns are free” culture is the real issue here and that we should only buy what we have really researched.

Our advice? Learn to be a smarter online shopper. We research and heavily vet all of our products to ensure that our community is receiving only the best and most sustainable products currently available. Even so, we urge you to research purchases before making them, avoid impulse buys, and (simply put) don’t buy what you don’t need. We value you tremendously and hope that, together, we can all work towards consuming less and purchasing more mindfully. 

"How about returning to store?", you ask? We are not able to accept returns or exchanges in store. Due to the nature of many of the products we sell, we are not able to resell them if they are returned. This means that we will have to dispose of them which is not in line with our core beliefs. If something doesn't work for you, we suggest gifting it to a friend or family member. Our trusty in-store team is always happy to help you learn everything there is to know about our products before you buy, so hopefully, you can love our products as much as we do! 

What is your cancellation policy?

Please contact us with your order number and we will do our best to accommodate if the order has not been processed for shipment. We cannot guarantee order cancellations once an order has been placed. 

SALES AND PROMOTIONS

Are there any sales and promotions going on now?

Package Free End of Season sale is valid on Packagefreeshop.com and in the Package Free store from 1/12/22 at 9AM EST through 1/23/22 at 9AM EST. Prices are as marked, no promo code required.Cannot be combined with other offers, promotions or discount codes. Offer cannot be combined with 10% discount for Tree loyalty members. Offer has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date.

 

Package Free Gift Card promotion is valid on Packagefreeshop.com and in the Package Free store from 12/13/21 at 10AM EST through 12/18/21 at 11:59PM EST. Purchase a $50 digital gift card and receive a $10 digital gift card, on us. Purchase a $75 gift card and receive a $20 digital gift card, on us. No promo code required. Offer cannot be combined with 10% discount for Tree loyalty members. Offer has no cash value and cannot be applied to previous purchases. $10 or $20 credit to use on your next purchase will be sent via email within 24 hours after your purchase is made. Code can be used on Packagefreeshop.com or in the Package Free store. Offer applies to full priced purchases and exclusions apply. Offer valid until February 28, 2022. After February 28, 2022, your coupon code will automatically expire. Code can only be used ONCE per order and cannot be used with any other promotions or codes. The promotion has no cash value and cannot be applied on previous purchases.

$10 Cyber Monday credit to use on your next purchase will be sent via email within 24 hours after your purchase is made. Code can be used on Packagefreeshop.com. Offer applies to full priced purchases and exclusions apply. Offer valid January 1, 2022 until January 31, 2022. After January 31, 2022, your coupon code will automatically expire. Required minimum purchase of $35 to receive $10 credit and $10 credit only applicable on purchase of $35 value or more. Code can only be used ONCE per order and cannot be used with any other promotions or codes. The promotion has no cash value and cannot be applied on previous purchases. Price adjustments will not be honored on sale merchandise, exchanges, or orders that have previously used a promo code

Package Free Welcome promotion is valid on Packagefreeshop.com. Promotions that are offered via promo code cannot be combined with other offers, promotions or already marked down merchandise. Offer cannot be combined with 10% discount for Tree loyalty members. Offer has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date.

SUBSCRIPTIONS

Why aren't subscriptions currently available?

We started offering subscriptions last year to make it easier for our community members to refill their favorite Package Free products! After a year and thousands of sustainable swaps, we are temporarily pausing our subscription program while our team of environmentalists works to make it more sustainable and efficient for all.

In the subscription program’s first year, many community members were unaware of the option to elect into subscriptions and were ultimately sent products without realizing a subscription had been initiated. As a sustainable brand founded by an early adopter of the Zero Waste movement, this goes against our values. We’re actively working to develop a better program for you and the environment!

Will I be able to create a new subscription in the future?

Yes! We plan to bring back a reimagined, more sustainable version of our subscription program in the near future. Stay tuned for updates and keep making sustainable swaps as needed in the meantime!

What will happen to my existing subscription?

If you already have a subscription and wish to keep it, it will remain intact as long as we have the inventory. If you already have a subscription and we do not have inventory, you will be refunded.

Please reach out to support@packagefreeshop.com if you have any specific questions. 

How do I cancel my subscription?

You can manage your subscription after the second shipment. In order to manage your subscription, you’ll need to create an account with Package Free. Once you have an account, simply sign in here to pause your subscriptions at any time. To manage your subscription sooner, please contact support@packagefreeshop.com

How can I manage my subscription?

You can manage your subscriptions by logging into your Package Free Shop account accessed at the top left of our website page. On your account page under 'account details,' click on 'manage subscriptions'. On this page, you can edit fulfillment frequency, add or delete products, combine orders, cancel subscriptions, and update your shipping address.

REWARDS PROGRAM

Do points expire?

ALL points will expire after pre-determined amount of inactivity. In this context, inactivity refers to customers who have not earned or redeemed any points within 12 months. Please contact support@packagefreeshop.com for your point expiration date. 

How does it work?

By creating a rewards account with us, you can earn points that turn into dollar credits at checkout! Rewards members gain access to exclusive discounts, newsletters, and so much more. Earn points when you shop, for reviewing products, and on your birthday! And hey, you’ll earn 100 points just for signing up.

How do I create an account?

There are two ways to create an account:

1. You can manually create an account by navigating to the ‘SIGN IN’ icon in the top right hand corner of our website. Select ‘create an account,’ enter your email address, and create a password.
2. After you make a purchase and enter your email, we will send you an account invite. Once you accept, you’ll be ready to start earning points and cashing in on rewards!

Where do I enter my birthday?

1. Create or log in to your account.
2. Click the happy birthday icon on our rewards page, and enter your birthday!

When will I get points for my birthday?

You will get points on your birthday via email!*

*If the first time you enter your birthday on our website is within 30 days of your birthday, you will get your birthday points within 30 days after your birthday.

I referred a friend who purchased but did not get points. Why?

The device you received the referral link from must be used when making a purchase in order to receive points.

I have points, why can’t I apply them?

You must have at least 1,000 points to apply a $10 discount, and rewards points can’t be applied to subscription orders. Discounts can be applied in intervals of 1,000. We have a 4,000 point limit per order. 

I used a different email than the account I created. Can you combine my accounts so I can combine the points?

Yes, email us at support@packagefreeshop.com and we can definitely help out!

Can I gift my points?

Yes, email us at support@packagefreeshop.com, and we can assist!

Can I receive points from past purchases?

All purchases from the launch of our loyalty program on April 13, 2020 count towards your total points!

When do points start to accumulate?

All purchases made and actions taken from April 13, 2020 onwards will count towards your points!

How is my tier status determined?

Your tier status is determined by the sum of your purchases made within a year of signing up. Your status will be reset a year from the date that you achieved your current tier status and the tier will be adjusted according to your total spend.

How do I start collecting points through actions?

Earning points starts with clicking on the campaign button on our Rewards page. Here are more specific ways to earn points:

• Create an account: 100 points!
• Social campaigns: 50 points for following us on Facebook and Instagram! Additional points may be applied for sharing posts. 
• Birthday points: After you log in to your account, you can click on the button and add your birthday. You will get points on your birthday via email!* *If the first time you enter your birthday on our website is within 30 days of your birthday, you will get your birthday points 30 days after your birthday.
• Punch Card: You will automatically receive points after 6 punches have been completed.

How many points do I need to get a discount?

Points can only be applied in intervals of 1,000. For example, if you have 1,200 points, you can spend those 1,000 to redeem $10 off, and the remaining 200 will go towards your next interval of 1,000. We have a 4,000 point limit per order. 

GIFT CARDS

Where can I purchase a gift card?

You can purchase gift cards online here! Wherever you purchase it, our gift cards can be used both online or in store.

How do I purchase a gift card?

To purchase a gift card on our website visit the gift card product page and choose the amount you would like to purchase. Please note online gift cards are digital only.

How will I receive the gift card I purchased online?

You will receive your gift card by email within a few hours. Please check your spam folder if you have difficulty finding it.

What do I do if my gift card balance is less than my cart total?

If there is a balance left over, pay with your credit card, debit card, or PayPal account!

VENDORS

I am a brand and want to sell at Package Free, what do I do?

Please submit a vendor application here!

Package Free requests two samples of each SKU to test before we onboard a new brand. Samples will not be returned to the brand, regardless of whether or not the brand is taken on as a vendor. Why? We love to test out all of our products vigorously before we put them on our website and in our stores for you. We want to ensure that we are only offering our customers the absolute best of what is out there, and to us, that means making sure that our team tests everything!

If we do not take on your product, it doesn't mean it cannot happen in the future! Feel free to reach out and ask us why. We love giving feedback on how awesome brands can improve their packaging and product to align with our mission and values and we all want to grow together!

CONTACT

How can I reach the Package Free team?

We do our best to make sure the answer to your question is located in our FAQ. However, we would love to hear from you! You can email us at support@packagefreeshop.com