Customer Operations FAQ's

Hello! Thank you for choosing Packsize.  Below, is a list of Customer Operations FAQ's and processes.  This list is updated regularly, but please feel free to reach out to us at customeroperations.us.ticketing@packsize.com with any additional questions.

1. I received an order containing damaged material.  How do I report this? 

• Please view this document for a list of what is needed to report a non-conformance.
• Documentation needs to be sent to customeroperations.us.ticketing@packsize.com
• All non-conformances must be reported within 30 days of the invoice date. 

2. We are out of corrugate/need to expedite an order. What are the required steps?  

• While we ask that our customers try to plan, we understand things happen! If you are in need of an expedited shipment, please place your order in our portal and utilize the comment section to note the needed day of delivery. Our team will receive the note and begin working on expediting.
• If you need an existing order expedited, please email customeroperations.us.ticketing@packsize.com referencing the PO number and needed delivery date. 
• Please note additional costs for rushed orders may be applicable.  These will be quoted before the rush is confirmed.  If approved, these charges will be added to the final invoice. 

3. I am having issues with my machine.  Who can I contact?

• The Customer Ops team cannot assist with machines.  Please get in touch with our Support team at 801-944-4814 Ext: 1 or email at support-us@packsize.com

4.  What are the pallet standards?

• 48" x 40" Grade B pallets ONLY. Bales CANNOT be strapped to the pallet. Please reach out to Customer Operations if you'd like pallets added to your account. 

5. What is the difference between floor loaded, pallet per unit, and pallets?

• "Pallets" - One pallet on the bottom of two 26+ inch bales double stacked, or four 26 inch or fewer width bales double stacked.

• "Pallet per Unit"—One pallet for every bale (or two bales if less than 26" wide). This method requires shorter bales due to the extra height of the pallets, so there is less MSF per shipment. It also causes less stability and tipping issues. 

• While some customers prefer pallet loading, we encourage our customers to ship without pallets for more stability, minimize unused truck space, etc.

6. Can we pick up their product in a box truck?  

• No.  Packsize has a mandatory policy that all carriers must provide a truck with load securement capabilities. No reefer, flatbed, or curtain van trailers. Our expectation is a clean, dry, empty, and enclosed 53' dry van trailer with a swing open (not roll-up doors)

 7. Are formal copies of POs required for all orders and purchases?

• Yes.  All charged orders that will be invoiced require a PO.  If your customer cannot provide a copy of a PO, please reach out to the customer ops team, and we can produce a quote that can be signed and returned to us so that the order can be placed. 

8. Who can help me with copies of documents, certifications, and tax forms?

• Quality Assurance can assist in providing controlled documents and certification. Email them at: qualityassurance.us@packsize.com.  
• For tax or finance-related forms, please reach out to accounting at: accountinghelp-us@packsize.com