Frequently Asked Questions

Contact Information

What are your hours of operation?

Conpac Group offices are open from 8:00am till 5:00pm Monday – Friday, Central Standard Time.

How do I contact Conpac Group?

554 Territorial Drive
Bolingbrook, IL 60440
630.771.9814 (P)
630.771.9816 (F)
customerservice@conpacgroup.com

Order Returns and Damages

Can I return my order?

We do accept returns on most items, within 30 days. In the event you want to return your order, please contact customer service at 630.771.9814 or customerservice@conpacgroup.com  You will be given an RA # and must use this number as a reference on the return paperwork.  There is a 20% re-stocking fee. In addition you are responsible for all freight in regards to the shipment and return of the item(s).   Returned items must be in their unopened original packaging for a refund.  All items must be clearly marked with the return authorization number provided to you.  Items without a return authorization number will be denied a refund.  Please do not write on the items being returned as it will void any claim for a refund. We are unable to accept returns on custom items. If you have any questions regarding your return please contact customer service at customerservice@conpacgroup.com.

Shortage or Damaged Merchandise and Lost in Transit Orders

All claims for shortages or damaged material must be made within 24 hours of delivery. No Exceptions. All shipments to be claimed as damaged, must be signed for as Damaged Product. No Exceptions. Customers requesting replacement orders for damaged or lost in transit orders may be responsible for the original order and the replacement order should a claim be denied by the carrier and/or the original shipment is delivered All customers that choose to ship products from Conpac Group utilizing their own Carrier Accounts (UPS, FEDEX or Common Carrier) are responsible to contact their respective carriers in order to file for damage or shortage claims. Conpac Group is not responsible for any damage or shortage claims when products are not shipped on a Conpac Group Carrier Account. Customer specific Carrier Accounts will not provide information for 3rd parties to unauthorized personnel.

How do I cancel my order?

If you need to cancel your order, please contact us in writing.  If you order has been pulled for shipping, you will be charge a 20% restocking fee.  If your order has already shipped we will not be able to cancel the order.  Custom items are not cancelable.  Please contact customer service with any questions or for more information at customerservice@conpacgroup.com.

Orders and Payment

What is the minimum to place an order?

We do not have a dollar minimum for orders.  Items must be purchased in bundle or case quantities as shown on the product information page.

Can I order over the phone?

Unfortunately, we need all orders to be in writing.  In the case you do not want to order via the web site, you are welcome to either fax or email your orders.  Our fax number is 630.771.9816 or you can email to customerservice@conpacgroup.com.

What payment options do you offer?

We accept MasterCard, Visa, and American Express, PayPal, and Google Checkout.

Can I pay by check?

Customers that have an established account with us can be set up with payment terms.  To apply for an open account please contact customer service at 630.771.9814. Once we have reviewed your credit application we will contact to you discuss payment terms.  Please allow 48 hours for us to process your request.

I am tax exempt, how do I avoid paying tax?

If you are tax exempt, please fax your exemption certificate to 630.771.9816 or email to customerservice@conpacgroup.com.  If we do not have an exemption certificate on file, we will charge you applicable tax.

Can I reference a purchase order number on my order?

Yes. Please enter the purchase order number while checking out and it will be reference throughout the shipping process.

I have do not have a dock, is this a problem?

We can arrange special delivery for those customers who do not have a dock.  You must tell us when placing your order so that we can make arrangements otherwise there may be additional fee added to your order.  If your order is shipping via LTL to your home, you must also tell us when placing an order to avoid re-delivery fees because not all truck are equipped to navigate residential streets.  The freight estimator built into our website will not account for special delivery requirements.  Please contact customer service for freight estimate if your delivery requires special attention.

I have very specific receiving hours, is this a problem?

This is not a problem. Please enter your receiving hours when placing your order. Please note that receiving hours must be at minimum a four window.

Personal Account Information

I have forgotten my password, how do I recover it?

Please contact customer service at customerservice@conpacgroup.com.

Do I have to create an account to order from Conpac Group?

No, you are welcome to place an order as a guest.

Privacy and Security

What is Conpac Group’s privacy policy?

Click here to view Conpac Group Privacy Policy

Is ordering from Conpac Group online secure?

Conpac Group protects you while you shop at and one of conpacgroup.com’s many stores, so there is no need to worry about credit card safety. 

We use SSL encryption to protect your online transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.

Product Information

How do I find specific product information?

Product specific information is listed when viewing the product directly.  This information may vary based on the item. If you have any additional questions please contact customer service at 630.771.9814 or customerservice@conpacgroup.com.

Are the pictures exact representations of what I am ordering?

The pictures are representations of the item.  Sizes and colors may vary slightly.

Do you provide samples?

We are happy to provide a sample if available.  There is a $10 charge per sample to cover the UPS costs.  Samples will ship in approximately 2 days from time of sample request.  Please contact customer service at 877-493-2667 to arrange for a sample.

Quoting

I do not see what I am looking for on your website, do you offer it?

Conpac Group offers over 10,000 stock items on the internet along with many custom capabilities.  However, there are many other items available through Conpac Group that are not currently listed on the website.  Please call customer service at 630.771.9814 or email customerservice@conpacgroup.com for details on the specific items you are looking for.

Can I have items printed with my company logo or other images?

Absolutely!  As long as you own or have license to reproduce the image we are happy to provide you with pricing and ETA.  Please contact customer service at 630.771.9814 or customerservice@conpacgroup.com.

Shipping and ETA

When will I have my order?

Orders can typically be delivered next day on stock items that are shipping out via LTL in the Chicagoland area.  Orders that ship via UPS will be delivered within standard UPS delivery times.  Orders shipping outside the Chicagoland area will be subject to standard UPS, FED-EX, and LTL transit times.

Non-stock items have varying delivery times depending on the item.  

Please review order confirmation for delivery expectations on all orders.

Can I have my ordered shipped collect on my account?

We are happy to ship via common carrier on your account. Please provide your preferred carrier and account number when submitting your order.

At this time we are unable to ship via UPS or FedEx on your account.

Can I pick up my order?

Yes. Most of our stock items are located in Elgin, IL.  Our warehouse is open from 8am until 4pm Monday through Friday Central Standard Time.  Please allow for 2 hours after order placement for your order to be ready for pick up.  We encourage you to either fax or email your order in marked as a pick up so that it can be processed in a timely fashion.  On your confirmation you will receive a pick up number which must be referenced at the time of pick up.  Orders not picked up within 3 days will result in a 20% restocking fee.  If you are unable to pick up your entire order at once and do not pick up the balance within the same business day, you will be charged a $40 handling fee.