Question 1

Do you have a minimum order?

Accepted Answer

Yes. Minimum order quantities are listed on each product page in our web store. Orders placed directly through our customer service or sales teams also carry a minimum order value, which depends on the location your order ships from. Brokered and special-order items may have their own minimums. Contact us for details on a specific order.

Question 2

What does the “/m” on a quote mean?

Accepted Answer

“/m” means price per thousand units. A price of $157.00/m is $0.157 per unit (about 15.7 cents). A price of $1,000.00/m is $1.00 per unit.

Question 3

I’m an existing customer with special pricing or terms. Can I order online?

Accepted Answer

Yes. Once your web account is linked to your customer account, your pricing and terms apply automatically. Contact customer service to link your account.

Question 4

Do you offer volume or pallet pricing?

Accepted Answer

Yes. Many items are priced in case, pallet, and truckload quantities. For larger or recurring volumes, contact your sales representative or request a quote.

Question 5

How do I change, cancel, or reorder an order?

Accepted Answer

Contact customer service as soon as possible. Orders that have not yet shipped can usually be changed or canceled. Custom, decorated, and brokered orders may not be cancelable once production or purchasing has started, and the full cancellation terms are in our Terms & Conditions. To reorder, use the order history in your account or contact us.

Question 6

The item I need isn’t on your website. Can you get it?

Accepted Answer

Often, yes. Beyond our stocked line, our global sourcing network reaches a wide range of containers and closures. Send us the item details, quantity, and timeline, and our team will look for options.

Question 7

What forms of payment do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, and Discover (credit card surcharges may apply). We also accept ACH, wire transfer, check, cashier’s check, and money order. First-time customers prepay by credit card or check before their order is released.

Question 8

Can I apply for credit terms?

Accepted Answer

Yes. Approved accounts buy on Net 30 terms. Download the credit application from our Credit Terms page and return it to your ILLING sales representative. Once your bank and trade references respond, approval typically takes about 5 to 7 business days.

Question 9

I’m tax exempt. How do I submit my certificate?

Accepted Answer

Send a copy of your current exemption or resale certificate to your ILLING sales representative or customer service. New accounts can include it with the credit application. Exemption is applied to orders once the certificate is on file and approved. It is not applied retroactively to orders that have already been invoiced.

Question 10

What are your lead times?

Accepted Answer

In-stock items typically ship within 24 hours of order release. Lead times for brokered, custom, and decorated items vary and are shown on the product page or your quote. Transit time depends on the carrier and service you choose.

Question 11

Where will my order ship from?

Accepted Answer

Orders ship from one of our four locations in Wisconsin, Georgia, Illinois, and Minnesota, depending on where the item is stocked and where it’s going. Brokered items may ship directly from the manufacturer.

Question 12

How will my order be shipped?

Accepted Answer

Small orders (generally under 12 cases) usually ship by UPS Ground. Larger orders, and all orders containing glass, are palletized and ship by LTL freight carrier. Freight charges are the customer’s responsibility. If you don’t have a preferred carrier, we can arrange one for you.

Question 13

Can I use my own shipping account or carrier?

Accepted Answer

Yes. Provide your carrier name and account number when you place your order, and we’ll ship on your account.

Question 14

Can I pick up my order?

Accepted Answer

Yes, for product stocked in our warehouses. Pickup is available at our Richfield, WI, Norcross, GA, and Romeoville, IL warehouses, and by appointment at Brooklyn Park, MN. Please wait for confirmation that your order is ready before arriving. Pickup hours are Monday through Friday, 7:00 a.m. to 3:00 p.m. local time. Addresses and driving directions are on our Locations page.

Question 15

Can I ship to multiple locations?

Accepted Answer

Yes. Contact customer service to split an order across addresses. Each shipment is charged freight separately and may need to meet the minimum order value.

Question 16

If an item is backordered, can the rest of my order ship?

Accepted Answer

Yes. We can ship available items now and send the backordered items when they arrive, or hold the order and ship it complete. Let us know your preference when ordering. Additional freight charges may apply to partial shipments.

Question 17

Can I request USPS shipping?

Accepted Answer

Yes, for orders shipping from our warehouse. Please allow one extra day for processing, since USPS does not provide daily pickup for large packages at our facility.

Question 18

Do you ship outside the United States?

Accepted Answer

Yes. We can export to most countries. The customer is responsible for all duties, taxes, customs fees, and any required import documentation.

Question 19

Can I get samples?

Accepted Answer

Yes. Call customer service at 262-250-7566 or send us a request with the items you’d like to test, and we’ll get samples to you.

Question 20

How do I know if my product is compatible with the packaging?

Accepted Answer

Always test your product with samples before you buy. The purchaser is solely responsible for determining whether their product is compatible with the packaging they choose. ILLING sales representatives are experienced and can offer informed guidance, but make no guarantee, warranty, or recommendation for any intended use. Many products are not compatible with certain plastics, glass, or metals. Our Packaging 101 guide covers the basics.

Question 21

Which closure fits my bottle or jar?

Accepted Answer

Match the container’s neck finish, a two-part number such as 38-400. The first number is the diameter in millimeters and the second is the thread style. A closure fits when both numbers match. The neck finish is part of each container’s specifications, and our team can recommend compatible closures. More on specifying closures in Packaging 101.

Question 22

Where can I find spec sheets and drawings?

Accepted Answer

Spec sheets with dimensions, capacity, and materials are available on request, and technical drawings are available for most items. Ask customer service or your sales representative, and include the item number.

Question 23

Can you provide regulatory or compliance documents?

Accepted Answer

Yes, for most items. Depending on the product, we can provide FDA food-contact statements, Prop 65 statements, material and resin details, and recycled-content (PCR) documentation. Ask customer service or your sales representative, and include the item number. For background, see the compliance section of Packaging 101.

Question 24

What decoration options do you offer?

Accepted Answer

We decorate in-house with silk screen printing, pressure-sensitive labeling, pail labeling, shrink sleeves, and digital printing. Decoration is done at our Richfield, Wisconsin and Norcross, Georgia facilities, and our team will recommend the best method for your container, artwork, and budget.

Question 25

What are the minimums and lead times for decorated orders?

Accepted Answer

Both depend on the decoration method, number of colors, and container. Digital printing and pail labeling suit shorter runs, while silk screen and shrink sleeve scale to longer ones. Lead time starts after artwork approval, and your quote will confirm both. See all decoration services.

Question 26

What artwork do you need, and will I see a proof?

Accepted Answer

Please send vector artwork (AI, EPS, or PDF with outlined fonts) and Pantone color references. You’ll approve a proof before production: a digital proof, or a physical press proof depending on the method.

Question 27

Can you match my brand colors?

Accepted Answer

Yes. We match Pantone colors for decoration. Custom-colored containers may also be possible, subject to minimums. Ask your sales representative.

Question 28

Can you create a custom or proprietary container?

Accepted Answer

Yes. We can develop a custom container from concept through production, including design, prototyping, mold building, and manufacturing. Custom molds involve tooling costs, higher minimums, and longer lead times. Contact your sales representative to discuss your project.

Question 29

Do you offer packaging design or development help?

Accepted Answer

Yes. Our team can help you choose materials, closures, and decoration that fit your product, filling line, and budget, from first concept through production. Learn more about our packaging design services.

Question 30

Do you offer inventory programs or scheduled releases?

Accepted Answer

Yes. For recurring needs, we can set up stocking agreements and accept blanket orders to hold inventory for you to release on a schedule, so you get volume pricing without storing the stock yourself.

Question 31

Do you offer kitting, assembly, or rework?

Accepted Answer

Yes. We offer a range of kitting and assembly services, including pre-assembling closures and pumps onto bottles, applying handles to containers, kitting, repacking, and relabeling. Rework is quoted per project, and charges are in addition to the product price.

Question 32

Do you offer sustainable packaging options?

Accepted Answer

Yes. Our line includes containers made with post-consumer recycled (PCR) content, ocean-bound plastic (OBP), sugarcane-based and other recyclable materials, glass, aluminum, and refillable formats. See our sustainability work, or ask our team about options that fit your goals.

Question 33

What is your return policy?

Accepted Answer

Stock items in new, original, unopened cases may be returned within 30 days of delivery with prior authorization. Contact customer service for a Return Authorization (RA) number before sending anything back. Returns are subject to a 20% restocking fee, and return freight is the customer’s responsibility. Custom, decorated, brokered, and special-order items cannot be returned. Full details are in our Terms & Conditions.

Question 34

My order arrived damaged or short. What should I do?

Accepted Answer

Note any visible damage or shortage on the delivery receipt before signing, especially for palletized and glass shipments. Take photos of the packaging and product, then contact customer service as soon as possible after delivery. Keep all packaging until the claim is resolved.

Question 35

What if there’s another problem with my order?

Accepted Answer

Contact customer service with your order number and a description of the issue. We’ll work with you to resolve it quickly.

Question 36

Where are you located?

Accepted Answer

We have four locations: our corporate headquarters in Richfield, Wisconsin (Milwaukee area), and warehouses in Norcross, Georgia (Atlanta), Romeoville, Illinois (Chicago), and Brooklyn Park, Minnesota (Minneapolis). Our Wisconsin and Georgia locations also provide decoration. Addresses, phone numbers, hours, and driving directions are on our Locations page. Corporate phone for all locations: 262-250-7566.

Question 37

What are your business hours?

Accepted Answer

Office hours are Monday through Friday, 8:00 a.m. to 4:30 p.m. local time. Warehouse (shipping and receiving) hours are Monday through Friday, 7:00 a.m. to 3:00 p.m. local time at Richfield, Norcross, and Romeoville. Our Brooklyn Park office is open by appointment. Hours for each site are on our Locations page.

Question 38

Who is my sales representative?

Accepted Answer

If you’re not sure who your sales representative is, or you don’t have one yet, contact us and we’ll connect you with the right person for your region and industry.

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Ordering & Pricing

Payment & Terms

Lead Times & Shipping

Samples & Product Info

Decoration & Custom

Other Services

Returns & Order Issues

General

Minimums, quotes & reorders.

Paying your way.

Getting it to your dock.

Test before you buy.

Make it yours.

Beyond the container.

When something’s not right.

Locations, hours & your rep.

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