PackMojo Post Purchase Guide
This guide covers important information about tracking your shipment, understanding delivery timelines, and what to do when your packaging arrives. Following these guidelines will help ensure a smooth experience with your PackMojo order.
Tracking links
Understanding tracking links
The tracking links we provide are last mile tracking links. This means you usually won't see any movement in the tracking links until the shipment has been scanned by the courier (e.g. UPS, FedEx) in their local warehouse. This scan only happens after your shipment arrives at the destination port, customs clearance is completed, and the shipment is transferred to the last mile courier's warehouse.
Don't be concerned if your tracking shows no movement for some time after production is completed. This is normal, especially for ocean freight shipments which can take 4-7 weeks to arrive. If there are any new updates regarding your shipment, our team will contact you.
Download packing lists
Packing lists are important documents that detail the contents of your shipment, showing how your products were packed, the number of cartons you should receive, and a complete inventory of items. They help verify your order's completeness, assist with unpacking, and may be required for customs or accounting purposes.
Each shipment comes with its own packing list, which you can download by navigating to the 'Fulfillment' section of your order, then clicking the 'View packing list' link under each shipment.
Note: packing lists are only provided for production orders, not sample orders.
When your packaging arrives
Important: Inspect all units within 30 days of the arrival date. After this period, items will be considered past the warranty period as per our terms of service. We recommend inspecting your packaging as soon as possible upon arrival to ensure any issues can be addressed promptly.
Damages or quality issues
If you discover any damages or quality issues with your packaging, please follow these steps:
1. Document the damage
- Take clear photos or videos showing the specific damages.
- Photograph the shipping cartons as they arrived, including any visible external damage to the cartons.
- Count and document the exact number of affected units.
2. Retain all materials
- Do not discard the outer shipping cartons your packaging was sent in.
- Keep all damaged units.
3. Contact our team
- Email us at requests@packmojo.com with your order number.
- Include all documentation gathered above.
- Specify the number of units affected.
For us to properly investigate any quality issues, we require your full cooperation, which includes providing all requested information promptly, sending clear photos and videos that clearly show the issues, and responding to any follow-up questions from our team.
Our goal is to resolve any issues as quickly as possible, and your assistance in providing complete information helps us do that efficiently.