FAQ
Last updated: November 2, 2026
Quick answers for selecting packaging supplies and getting order help.
What do you sell?
Mailers, paper and bubble-padded envelopes, labels, document pouches and packing tape.
Do you manufacture the products?
gupak is an independent online retailer. We do not claim to manufacture third-party products or to be an authorized dealer unless expressly stated with a verified basis.
Where do you ship?
We ship to the 50 U.S. states and the District of Columbia, including Alaska and Hawaii. We do not ship internationally, to U.S. territories or freely associated states, or to APO/FPO/DPO military addresses. For a PO Box within our delivery area, contact us before ordering to confirm service for the selected product.
What does shipping cost?
Standard shipping is free with no minimum purchase. We do not offer an express service.
How long is processing?
Processing takes 1–2 business days.
How long is transit?
Estimated transit is 2–4 business days after shipment, for an estimated 3–6 business days total. Business days exclude weekends and U.S. federal holidays.
How can I track my order?
Use the shipment information supplied for your order. Contact us with the order number if it is missing or if tracking needs investigation.
What happens if you cannot ship on time?
If we cannot ship within the promised time, we will notify you and allow you to accept a revised time or cancel for a prompt refund. See the Shipping Policy.
Can I cancel or change an order?
Contact us promptly before dispatch with your order number and the change or cancellation you want to request. We will check whether it is possible. A request is not confirmation; a dispatched order may no longer be changeable. For a confirmed cancellation with captured payment, the refund is returned promptly to the original payment method. An uncaptured authorization is different from a completed charge. This is separate from the refund period for an approved return after receipt and inspection. See the Refund Policy.
What can I return?
Request within 30 calendar days of delivery. Change-of-mind items must be unused and undamaged with supplied accessories. Contact us about damaged, defective, wrong, missing or materially misdescribed goods.
How do I request a return?
Contact us with the order number, item and reason. Returns are by mail. We will confirm the instructions and correct return address. Use the free prepaid return label included in your package; contact us if it is missing or unusable. Do not send goods to the correspondence address unless instructed.
Who pays return shipping?
gupak pays for eligible return shipping. A free prepaid return label is included in your package. If it is missing or unusable, contact us before buying postage or sending goods.
Is there a restocking fee?
No.
Do you offer exchanges?
We accept exchanges requested within 30 calendar days after delivery. For a change-of-mind exchange, the item must be new, unused and undamaged, with its included accessories complete. Contact us with your order number and the item you would like to exchange to confirm the instructions and next steps before sending anything back. These change-of-mind conditions do not limit your applicable rights for damaged, defective, incorrect, incomplete or materially misdescribed goods. See the Refund Policy.
When is a refund issued?
For an approved return, we will issue the refund to the original payment method within 10 calendar days after receiving and inspecting the returned item. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.
How can I check a return or refund?
Contact us with your order number and any return tracking to check receipt, inspection or refund status. If the credit has not appeared, check with your payment provider, then contact us for help. If eligibility or the amount is disputed, ask us for an explanation and further review. Do not send full card details, CVV or passwords. See the Refund Policy.
What if something is damaged, wrong or missing?
Contact us with the order number and details. Keep useful packaging and provide photographs where available so we can investigate. Your non-waivable consumer rights remain unaffected.
Which payment methods are available?
Use the payment methods actually displayed for your order at checkout. Prices are in USD; applicable taxes and the final total appear before payment.
How do I manage advertising cookies?
Use privacy controls presented by the store and your browser. Your Privacy Choices supports the data-sharing opt-out process; it is not a full cookie category panel. See the Privacy Policy.
How do I make a privacy request?
Use Your Privacy Choices for its supported opt-out process, or email support@gupak.com and specify your request. Verification, authorized-agent procedures and response timeframes depend on the request and applicable law. See the Privacy Policy for these procedures and any applicable appeal.
How can I contact you?
Email support@gupak.com or call (281) 486-3914. The address is for business correspondence, not walk-in shopping.
Which mailer size should I choose?
Check the selected product’s exterior, usable interior and flap measurements. Allow space for your contents’ thickness and closure; do not infer internal capacity from a flat outside size.
Are label counts the same as sheet counts?
No. A half-sheet format can provide two labels on one sheet. Read both counts. Direct thermal fanfold labels use a different format from laser/inkjet sheets.
Will labels fit every printer?
No. Check the exact model, feed format, printing method and label size. Some listed direct thermal labels expressly exclude Dymo or Brother. Follow the particular listing.
Is a tape dispenser included?
Only if the component list says so. Refill packs may have none. Check roll width, core and length per roll.
Do images include postage or parcel contents?
No, unless expressly listed. Some images show representative quantities, sample labels, printers or staged contents. Blank labels do not include prepaid postage.
Shipping Policy · Refund Policy · Payment Policy · Privacy Policy