FAQ
Q: What should I expect after placing an order?
A: Once an order is submitted, an order confirmation will be sent to the email address provided with the order.
This confirmation will provide full details, including an email address to our Customer Service team, the order number, your account number, ship to information, part number(s), part description(s), quantity ordered, price, the estimated ship date, and, where applicable, taxes and shipping costs.
When the order ships, another email notification will be sent with the shipping information, including a tracking number.
If the estimated ship date does not meet your needs, please contact Customer Service at (800) 949-1141 for assistance.
Q: When will my order ship?
A: Stock products typically ship within one day depending on availability and the time the order is submitted.
If the product you request is available and your order was processed before noon on any business day, typically, it will ship the same day. If the item is available and the order is processed after noon on any day, ordinarily, it will ship the next business day. If the product is not available to ship within 2 business days, you will be notified.
Q: How will my order ship?
A: All products ship FOB Point of Shipment (Fenton, MO or Carlstadt, NJ). Items ship UPS Ground. There are no options to select 2nd day or overnight delivery from the online store. Please contact us (800) 949-1141 for assistance with expediting requests.
We currently ship only within the continental U.S. We are not responsible for the delay of any freight carrier or safe carriage of goods. All goods are shipped at the buyer’s risk. Goods insured by standard carrier coverage only.
Q: What are your payment terms?
A: Purchases from our store are by credit card. We accept Visa, MasterCard, Discover and American Express. Orders paid by credit card will be charged immediately regardless of scheduled ship date.
Q: Is there a minimum order requirement?
A: Most stock items have a one case minimum order requirement. Each category may have different minimum requirements. Please see the specific categories for details.
Q: Can I cancel my order at any time?
A: As most orders will ship within 12 to 24 hours of placing the order, cancellation requests must be approved by a VisiPak Sales Representative. This approval must be issued in writing and a $50 fee may apply.
Q: What is your return policy?
A: Purchases from the online store are not returnable unless defective. Returns are only accepted with a Return Authorization Number supplied by a VisiPak Sales Representative and are subject to a $50 restocking charge. Returns will not be accepted more than two months after the order ship date. Please contact us for more information at 1-800-949-1141.
Q: Do you charge sales tax?
A: Only customers with a ship to address in California, Missouri or New Jersey are charged sales tax. New customers with a ship to address in California, Missouri or New Jersey are set up as "taxable" and if the account is tax exempt, the tax code is not changed until we have an exemption certificate physically in hand.
Tax rates are estimated at the time an order is placed as tax rates change frequently and differ among states, cities and municipalities. Prevailing tax rates will be applied to the credit card and displayed on the order confirmation.
Q: Where do products ship from?
A: FOB St. Louis, MO or Carlstadt, NJ
Q: Can I get samples before placing an order?
A: Samples cannot be ordered through the online store. Please visit our Request for Quote form or contact a sales representative at 1-800-949-1141 to order samples before placing your order. VisiPak strongly recommends customer evaluation of sample products prior to order placement.
Q: What about fit?
A: Insuring the VisiPak product works for any given application is ultimately the responsibility of the purchaser. The selection of diameter, thickness and length of the packaging are key considerations. Our sales staff will be happy to assist you with your requirements.
Q: Are your mailing tubes postal system approved?
A: Yes, all of our mailing tubes meet USPS guidelines.
Q: What material is used in your products?
A: VisiPak uses PETG plastic in the production of its tubing. Most of our caps are made of vinyl and our plugs are of LDPE. The most commonly used materials for our thermoforming products and boxes are PVC and PET, and some boxes use polypropylene.
Please visit our Material Information page for additional information.
Not all materials are compatible with PETG plastic. The responsibility lies with the purchaser to determine their product’s compatibility with PETG. Our vinyl products do not meet the Food and Drug Administration requirement of 21CFR2177 for contact with food. Most materials used in the manufacturing of VisiPak products can be recycled. It is necessary to check with your local recycling center for a listing of accepted materials.
Q: Can you make other sizes than those listed?
A: Yes, we have numerous tool sets to make hundreds of different sizes, however, these are not offered in the store. To inquire about these items, please contact a sales rep at 1-800-949-1141 or by written request using our Request for Quote form.
Custom tooling is also available for a nominal fee. For additional information, please contact us as noted above.
Q: Can I get different colored caps or plugs?
A: Although we do not offer all colors through the online store, other colors can be purchased by contacting a sales rep at 1-800-949-1141 or by written request using our Request for Quote form.
Q: What is Prop 65 labeling and how does it affect me?
A: Sinclair & Rush products are compliant with California Proposition 65 due to our decision to provide the appropriate warning label on our applicable products. If you utilize certain Sinclair & Rush products and do not choose to label your product according to California Proposition 65 requirements, you may find your products are not compliant with California Prop 65. For further information please review the following link or contact your salesperson for further assistance. Prop 65 Information
Q: What is the thickest tube that you can manufacture?
A: The thickness of a tube depends on the diameter of the tube, but it is typically .062".