Refund Policy

Refund Policy

Refund Policy – Packed & Orderly

Last updated: August 28, 2026

Packed & Orderly (packedingorder.shop) is an independent, multi-brand specialist retailer of travel packing and organization essentials from Tumi, Delsey, Gonex, and Calpak. The storefront is operated by Harborline Commerce Group LLC, a United States-based retail operations company registered in Oregon, located at 1428 Harborview Lane, Suite 210, Portland, OR 97205, United States. Harborline handles order fulfillment, payments, refunds, return authorizations, and policy administration on behalf of the store.

Return Window

Returns are accepted within 30 days of delivery. This 30-day window from the date of delivery applies to all return and refund requests.

Eligibility and Item Condition

To be eligible for a return within the 30-day window, items should be in the condition in which they arrived, with packaging retained where possible. When you contact us, please have the following ready:

• Your order number and the email used at purchase
• The reason for your return or refund request
• The item's condition and whether you have retained the packaging

How to Start a Return or Refund Request

Contact our after-sales department at after-sales@packedingorder.shop. The team will confirm your request against the return window and item condition, then issue a return authorization with shipping instructions where applicable. Once your returned item is received, the team tracks it and confirms the refund outcome to you directly. First response time is within one business day.

Refunds and Exchanges

Once a return is authorized and the item is received, your refund is processed and confirmed to you by the after-sales team. Exchanges can be coordinated through the same channel. If you need an order correction after purchase and the order has not yet shipped, contact after-sales as soon as possible.

Shipping fees: standard shipping is $8.00, and orders over $45.00 ship free. Where an item is verified as non-authentic or materially different from its listing, you receive a full refund including return shipping.

Damaged, Incorrect, Quality, and Authenticity Concerns

Every item we sell is a new, authentic, first-quality product from the brand it is listed under, sourced through authorized distributors and vetted wholesalers. We never sell imitations, factory seconds, gray-market, used, or refurbished goods. We are an independent retailer, not a brand-owned site.

We encourage you to inspect your item on arrival: check branded hardware, logos, labels, and stitching against the product photos on the listing, and photograph any discrepancy immediately while the packaging is preserved.

To raise an authenticity or quality concern, email quality@packedingorder.shop with:

• Your order number and the email used at purchase
• Clear photos of the item showing labels, hardware, and stitching
• Photos of the packaging and any included documentation
• A short description of the discrepancy observed

Review Stages

1. Logging and review: A quality specialist logs your claim and reviews the submitted evidence against the manufacturer's reference specifications. First response time is within two business days.
2. Additional information: If the evidence is insufficient, the specialist requests specific additional photos before a determination is made.
3. Determination and documentation: Confirmed findings are documented, and a replacement or full refund determination is issued. Findings are shared with the sourcing team for batch-level action.

Resolution commitment: Verified authenticity or quality claims are resolved with a replacement or full refund, including return shipping costs. You are notified of the outcome and the preventive action taken on the affected batch. If an item is verified as non-authentic or materially different from its listing, the supplier relationship responsible is terminated pending investigation, and confirmed non-authenticity escalates to our sourcing director for supplier action.

Warranty Coverage

Warranty coverage follows the product information and support guidance provided with each item. We do not make warranty promises beyond the product information provided with your purchase.

Support Channels and Contact Details

General Support (Primary Intake)

Email: support@packedingorder.shop
First response within one business day. The general support team acknowledges and classifies your request, answers general questions directly, or forwards it to the matching specialist department with full context, and confirms which team owns your request and the expected timeline. Unresolved general requests are escalated to the after-sales department lead for direct ownership. Please include your order number, the email used at purchase, and a brief description of your request.

After-Sales Department

Email: after-sales@packedingorder.shop
Handles return authorizations, refund status inquiries, exchange coordination, and pre-shipment order corrections. First response within one business day. Disputed eligibility or refund timing escalates to the operating company's fulfillment manager.

Quality Assurance Department

Email: quality@packedingorder.shop
Handles authenticity concerns, product condition complaints, defect inspection, and batch-level quality findings. First response within two business days.

Service Hours

Our support teams operate Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT). Messages received outside these hours are queued and answered in the order received on the next business day. Order status and return instructions remain available on the storefront at any time.

Payments

We accept credit cards and PayPal. All prices are in USD. Coupon codes, such as SAVE15 for 15% off eligible items, follow checkout eligibility rules, and refunds reflect the amount actually paid after any discount.

Escalation

If a refund matter is not resolved to your satisfaction through the channels above, it escalates within Harborline Commerce Group LLC — disputed return or refund matters to the fulfillment manager, and confirmed non-authenticity to the sourcing director — for direct ownership and resolution.