Refund Policy

If an order has not yet been picked up or processed by the carrier, you can cancel it from your Packtory dashboard. Once cancelled, the full amount you paid for that shipment is credited back to your wallet balance immediately — no processing time and no fees. Orders that have already been scanned, processed, or shipped by the carrier can no longer be cancelled or refunded through Packtory.

Cancelling an order returns funds to your Packtory wallet, not to your original bank account or card. If you would like your remaining wallet balance paid back out to you (for example, if you are closing your account), this is handled manually by our support team rather than automatically. Contact billing@packtory.com with your account details and the amount you'd like refunded, and we will process it back to your original payment method within a reasonable timeframe.

If you believe a wallet top-up was made in error — for example, a duplicate charge, an incorrect amount, or a bank transfer that was never approved into your wallet — contact billing@packtory.com with supporting details (date, amount, and payment method). We review each case individually and, once verified, will either correct your wallet balance or issue a refund to your original payment method.

Packtory sells shipping labels on behalf of third-party carriers; we do not physically handle your packages. Claims for lost, damaged, or delayed shipments are subject to the responsible carrier's own claims process and liability limits, and are not covered as a refund under this policy. Contact our support team and we will help you start a claim with the relevant carrier.

For any question about a cancellation, wallet refund, or top-up issue, email support@packtory.com and include your account email and order number where applicable.