Customer Service Policy

Ordering Process

Order cut-off time for same-day shipping is 2:00 PM EST (Monday to Friday). If a client requires same-day shipping for an order that is received by our customer care team after 2:00 PM EST, there is an optional rush fee of $150, depending on bottle availability.

Our preferred method of receiving re-orders is via e-mail. This ensures there is little miscommunication and that all orders are processed swiftly and accurately. We kindly ask that you review the quantity, item description, and shipping address in the sales order provided. Clients assume all responsibility for orders that have been confirmed but contain incorrect information. All special delivery requests must be clearly stated when an order is placed (please read shipping guidelines in detail below).

All re-orders and inquiries should be sent to our Customer Care Team at customercare@captivaco.com

Payment Options

All orders are to be prepaid prior to printing, labeling, production or shipping out. Orders will not be sent to our Production Department or ship out until payment has been successfully processed. We will charge the card we have recorded on file, unless otherwise specified by the client.

This does not apply to clients with payment terms. In order to apply for terms, we utilize a third party (Euler Hermes) for credit term approval. Credit is solely provided based on their decision and we do not take part or receive any information during this process. Below are the details:

  • There is a $55 fee to apply (all for Euler Hermes, Captiva doesn't profit from this process).
  • Credit approval is contingent on positive credit and availability of information about transactions. The approver does require a significant credit history to approve. In some cases, they refuse but can be contacted to provide financials or other information they may need to approve.In order to apply please provide the following information: business name, address and required credit amount being requested.

COD:  Payments for COD Orders must be given to driver prior to unloading the shipment. Drivers will not deliver merchandise without receiving a check with the full amount specified on the Sales Order.

Printing/Labeling Orders

All lead times are estimated for printing, labeling and production. We encourage clients to order with sufficient time in case of delays due to unforeseen circumstances.

Prior to printing the client will receive a PDF virtual proof with the bottle design, once the design is approved by the client the production team will begin printing. No further changes are allowed after this point. The client is responsible for approving the design in its entirety (color, misspelling, bottle type, etc.). Up to three changes in the design of the Virtual Proof are complimentary after that $150.00 would be applied to your order.

For labeled orders, Captiva offers the storage of labels as a complimentary service however we cannot be responsible for any label loss or damage, and our label inventory is a manual process thus quantities are only estimated.

Shipping Guidelines

After your order has been placed, processed and payment approved, your product will ship the same day via common carrier freight or UPS ground or FedEx Ground unless otherwise specified. 

Our warehouse is open for pick-up between 10:00 AM EST and 4:30 PM EST. Pick-up attempts outside of this time-frame will be denied.

Delivery Timing
If you require products to be delivered by a certain date, please call the Customer Service team to verify your product availability. Captiva Containers does not guarantee at any time a certain delivery date or time frame for delivery for any product or order. Any listed time for a shipping method is an estimated time only. For orders with deadlines please order well in advance. 

Unloading Products
Business freight deliveries or freight deliveries without a lift gate are dock to dock, which means the receiving business party is required to remove the product from the truck via a loading dock or with a forklift. Truck drivers are not responsible for removing products off the truck by hand.

Inspecting for Damaged Goods
Please be sure to check all packages for any potential damage during transit. It is the sole responsibility of the receiving party to fully inspect the product at the time of delivery for any potential damage, before signing the Delivery Receipt.

If damage did occur during transit, all damage must be noted on the Bill of Receipt in detail and signed by the driver. A copy of the Bill of Receipt will need to be faxed, emailed or mailed to Captiva Containers for a damage claim to be filed with the trucking company on our customers behalf.

When possible, please photograph the damaged product for evidence that will assist with a product damage claim. The shipping company has the right to inspect and/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. Lift gate service is required for all customers that do not have a loading dock or a forklift. If requested and paid for at the time of order, lift gate service will transfer the product from the truck and onto the curb at the delivery site.

Delivery Appointment
For business deliveries with a delivery appointment required, the receiving party listed on the shipping address of the order will be contacted by the trucking company directly to coordinate delivery date and time, as the receiving party is required to meet the truck at the time of delivery to avoid re-delivery charges. 

Additional Charges
All additional charges that are not paid for already or included for free at the time of order, such as inside delivery, change of address, residential delivery, limited access, re-delivery, etc. will be the sole responsibility of the customer unless stated otherwise at the time of order.

·       Liftgate                          $50

·       Appointment                $30

·       Residential (Freight)    $50

·       Inside Delivery              $70

·       Change of address       $60

·       Re-delivery                    $50

For further questions regarding the above Captiva Containers Shipping Guidelines please contact our Shipping Department at eb@captivaco.com.

Claim Policy

We take all claims very seriously as we want to make sure our customers are always satisfied. We are very responsive to your concerns and are willing to act quickly to resolve the issues presented.

Please note there is a claim process we must follow to avoid chargebacks, details as follow:

·       All claims must be reported and written out on the BOL/Packing Slip on time of delivery (please make sure to add a note on the shipping company’s paperwork as well).

·       Copy of the noted BOL or Packing slip must be emailed, faxed or mailed to Captiva Containers.

·       No claims will be accepted after 30 days of product delivery. However, Captiva Containers reserves the right to accept claims after that time frame if we find an investigation into the matter is warranted.

·       Images and any related material must be sent to review the claim in detail.

·       Claim revision process lasts up to 48 hours, depending on resolution of the claim the appropriate action will be taken.

Plastic packaging should be handled with care, it should not be exposed to high temperatures or be in direct exposure to sunlight for any extended period. Plastic melted due to high temperatures or sun exposure will create defects to the bottles that will not be covered by Captiva's warranty.

Any claim for deformation or obvious damage of Captiva product by a third-party carrier or entity must be made known immediately to the customer service team. Our product has 30 days warranty for functional defects and will be subject to investigation by the quality and control department at Captiva.

If you have any questions or concerns regarding any of the above policies please reach out to us at customercare@captivaco.com or directly at 1-800-861-3868.