FAQ for Custom orders
I’ve got questions about packaging products. Can you point me to the answers?
If you have questions, please don’t hesitate to contact us on the bottom of any page! Or you can contact customer service here.
How do we begin this process?
The main things we need to know to provide you a quote are:
- Quantity – How many pieces are you looking for?
- Colors – How many colors do you need to be on the mailer? Do you need full bleed?
- Size – What size do you need?
- Shipping Address – Where would you like us to ship these to?
If you have a mockup already, we can use that to produce a new file to be examined by you for approval. If you do not have a file yet please contact customer service here and someone from our design team will reach out to you.
Am I able to customize products I order from Mailers HQ?
Yes, you may customize bubble, flat poly, kraft paper or pouches on our website. If you have any questions please contact customer service here.
What features can we include into the mailers?
From our anti-static release liners that eliminate static build-up during continuous and rapid removal of the release liner, to our peel and seal function, to our water-resistant poly mailers, our mailers come with many impressive features, contact customer service here for more information.
What size mailer do I need?
Ordering mailers that are slightly too small is one of the most common mistakes. In addition to the width and length of your item, you need to consider 2 pertinent and commonly overlooked factors:
The height/thickness of your item. Add this number to the dimension that is closest to the mailer's inside dimension.
Example: If your item is 6" x 6.5" x 2.5" thick, add thickness to both width and height (2.5 + 6 = 8.5", 2.5 + 6.5 = 9") You will need a mailer with at least 8.5" width, 9" length. But wait!...
- Manufacturing variances. Since there is no way to guarantee exact dimensions throughout an entire manufacturing production run, you should account for an extra 0.25" on each side of item just in case you end up with a mailer on the smaller side.
Calculating the best mailer size is trickier than you'd think. Don't hesitate to contact customer service here!
I noticed you do not have my size on your website, can you still produce it?
Absolutely, our products are made from scratch so they can be customized anyway you would like.
Do you offer custom boxes?
Yes, we do! You can choose from a variety of box styles, as well as several vibrant eye-catching colors for both the outside and inside of the box (the combinations are almost endless!). Please contact customer service here for details on the specific items you are looking for.
Do you offer custom gusset bags?
Yes, we do! You can choose from a variety of styles, as well as several vibrant eye-catching colors for both the outside the bag with different liners in the interior (the combinations are almost endless!). Please contact customer service here for details on the specific items you are looking for.
What are your hours of operation?
Mailer HQ office is open from 9:00 am till 5:00 pm Monday – Friday, Eastern Standard Time.
Do you match competitors’ prices?
Absolutely! If you find a lower price, we will meet or beat that price as long as the item is available, free of rebate, bonus, special promotions or misprints, please contact customer service here and we will match it.
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 here at for a sample.
Are your mailers eco-friendly?
All of our poly mailers are 100% recyclable and made from recycled material. The exception would be for the Kraft paper bubble mailer, as it’s made of paper and plastic, this mix makes the mailer non-recyclable.
Do you have biodegradable products?
Yes, we can customize biodegradable products with whatever standards you need in all of our product lines.
What are plate charges?
Plate charges are for each color you need for your custom product. Each color requires a different plate fee which are one-time fees, any subsequent orders will see these fees deducted from your invoice.
Do you ship internationally?
We do! With bulk and customized purchases, they can be shipped anywhere in the world! Please contact customer service for more information.
When will I receive my order?
It generally takes 8 -12 weeks (depending on your location) from confirmation of the digital proof.
How do I track my order?
Generally, products are shipped via ocean freight so there is no tracking we can provide. We do however receive arrival notices at which point we can notify you the products are in USA territories and you should receive the products with the next 7-10 days barring any issues at the port/customs.
Can I return my order?
We do not accept returns on custom orders.
How do I cancel my order?
Custom items are not cancel-able. Please contact customer service here with any questions or for more information.
I do not see what I am looking for on your website, do you offer it?
Mailers HQ offers over 10,000 stock items on the internet along with many custom capabilities. However, there are many other items available through Mailers HQ that are not currently listed on the website. Please contact customer service here for details on the specific items you are looking for.
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 Mailers HQ 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. Mailers HQ is not responsible for any damage or shortage claims when products are not shipped on a Mailers HQ Carrier Account. Customer specific Carrier Accounts will not provide information for 3rd parties to unauthorized personnel.
What is the minimum to place an order?
We do not have a dollar minimum for orders. Items must be purchased in MOQ 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 contact customer service here.
What payment options do you offer?
We accept MasterCard, Visa, PayPal, American Express and most major credit cards.
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 fill out this credit application then contact customer service here. 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.
Do you provide terms on your custom orders?
Not at this time.
I am tax exempt; how do I avoid paying tax?
If you are tax exempt, please email your exemption certificate to firstname.lastname@example.org. If we do not have an exemption certificate on file, we will charge you applicable tax if you have a nexus in New Jersey.
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 do not have a loading 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 trucks are equipped to navigate residential streets. Please contact customer service here 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 least a four-hour window.
Personal Account Information
I have forgotten my password; how do I recover it? Please click forgot password on the login screen to reset your password.
Do I have to create an account to order from Mailers HQ?
No, you are welcome to place an order as a guest.
Privacy and Security
Is ordering from Mailers HQ online secure?
Mailers HQ protects you while you shop 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 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 here.
Are the pictures exact representations of what I am ordering?
The pictures are representations of the item. Sizes and colors may vary slightly
Can I pick up my order?
Yes. Most of our stock items are located in Newark, NJ. Our warehouse is open from 10 am until 4 pm Monday through Friday Eastern Standard Time. Please allow for 3 hours after order placement for your order to be ready for pick up. We encourage you to either 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.
How can I stay in the loop?
Join our mailing list! We’ll keep you up-to-date on sales and promotions, new products and any great things going on in the packaging world. Just visit the bottom of any page to sign-up in our contact us page. Don’t forget to follow us on social media, too!