Customer Service Policy

Ordering Process

Order cut-off time for same-day shipping is 12:00 PM EST (Monday to Friday).
Our preferred method of receiving orders is via email. This minimizes miscommunication and ensures swift and accurate order processing. Please review the quantity, item description, and shipping address in the sales order provided. Clients assume all responsibility for confirmed orders with incorrect information. All special delivery requests must be clearly stated when placing an order (please read shipping guidelines in detail below).
All orders and inquiries should be sent to our Customer Care Team at customercare@captivaco.com.

Payment Options

All orders must be prepaid before printing, labeling, production, or shipping. Orders will not proceed to the Production Department or be shipped until payment has been successfully processed. We will charge the card on file unless otherwise specified by the client.
This does not apply to clients with payment terms. To apply for terms, we use a third party for credit approval. Credit is granted based on their decision, and we do not participate in or receive information during this process.

A $55 fee applies to apply for credit.
Credit approval depends on positive credit and available transaction information. The approver requires a significant credit history.
To apply, provide the following: business name, address, and required credit amount.

Printing/Labeling Orders

All lead times for printing, labeling, and production are estimates. We encourage clients to order with sufficient time to account for unforeseen delays.
Before printing, the client will receive a PDF virtual proof of the bottle design. Once approved, no further changes are allowed. The client is responsible for approving the design in its entirety (color, spelling, bottle type, etc.).
For labeled orders, Captiva offers complimentary label storage but is not responsible for label loss or damage.

Shipping Guidelines

Orders will ship the same day via common carrier freight, UPS Ground, or FedEx Ground unless otherwise specified, once placed, processed, and payment approved.
Our warehouse is open for pick-up between 7:00 AM EST and 5:00 PM EST.

Delivery Timing

For specific delivery dates, please call the Customer Service team to verify product availability. Captiva Containers does not guarantee delivery dates or times. Listed shipping times are estimates. For deadlines, please order well in advance.

Unloading Products

Business freight deliveries without a lift gate are dock-to-dock. The receiving party must remove the product from the truck via a loading dock or forklift. Truck drivers are not responsible for unloading products by hand.

Inspecting for Damaged Goods

Inspect all packages for potential damage during transit upon delivery. The receiving party is responsible for inspecting the product at delivery for any damage before signing the Delivery Receipt.
If damage occurred during transit, note all damage on the Bill of Receipt in detail and have it signed by the driver. Send a copy of the Bill of Receipt to Captiva Containers via email to file a damage claim with the trucking company.
When possible, photograph the damaged product to assist with the damage claim. The shipping company may inspect or claim the product if a damage claim is filed and/or paid by them.

Lift Gate and Inside Delivery Options

Lift gate delivery service is available at an additional cost and is required for customers without a loading dock or forklift. If paid for at the time of order, lift gate service will transfer the product from the truck to the curb at the delivery site.

Delivery Appointment

For business deliveries requiring an appointment, the receiving party listed on the shipping address will be contacted by the trucking company to coordinate delivery date and time. The receiving party must meet the truck at the delivery time to avoid re-delivery charges.

Additional Charges

Additional charges not paid for or included for free at the time of order (e.g., inside delivery, address change, residential delivery, limited access, re-delivery) are the customer's responsibility unless stated otherwise at the time of order.

Claim Policy

All claims must be reported and written on the BOL/Packing Slip at the time of delivery (ensure to add a note on the shipping company’s paperwork as well).
Email a copy of the noted BOL or Packing Slip to Captiva Containers.
Claims will not be accepted after 30 days of product delivery, though Captiva Containers reserves the right to investigate claims beyond this timeframe.
Send images and related materials to review the claim in detail.
Claim review may take up to 48 hours. Appropriate action will be taken based on the claim's resolution.

Handle plastic packaging with care; avoid exposure to high temperatures or direct sunlight for extended periods, as this can cause defects not covered by Captiva's warranty.
Immediately report any deformation or obvious damage of Captiva product by a third-party carrier to the customer service team. Captiva products have a 30-day warranty for functional defects and will be investigated by Captiva's Quality Control Department.

For any questions or concerns regarding these policies, contact us at customercare@captivaco.com or 1-800-861-3868.