Package Size and Weight Policies

Jetpack employs a sophisticated packaging algorithm that selects the optimal container for each order based on product dimensions. This guide explains how the packaging selection process works, why the smallest container isn’t always chosen, and the procedures for submitting and evaluating packaging error disputes.

Why Optimal Packaging May Not Always Be Selected

Jetpack employs a sophisticated algorithm that assesses the length, width, and height of each item to determine the best packaging fit, whether that be a poly mailer, box, or bubble mailer. Due to the unique properties of some items, the algorithm may occasionally select a container that isn’t the smallest possible option. You can read more about our packaging selection process in the detailed packaging preferences guide.

Understanding Packaging Error Credits

Jetpack strives to choose the smallest available packaging size based on your preferences while ensuring your products remain safe during transit. If an error occurs and a larger container is used, you may be eligible for a refund of the difference in the fulfillment cost, provided the order meets the criteria for a packaging error credit. Not all instances where a larger container is used will qualify for a credit. The following situations are not eligible for reimbursement after a packaging fit check.

Situations Ineligible for Packaging Error Credits

Situation	Description
High-Quantity Orders	Orders containing more than 50 units
Nestable Items	Products that can be nested inside one another (e.g., baseball caps, hats, plastic bowls)
Compressible Items	Items that can compress and fit into smaller cartons (e.g., plush toys, fluffy blankets) If you ship highly compressible items, please use Slack or email
Uniquely Shaped Items	Products that are spherical, interlocking, or substantially different from standard rectangular shapes (e.g., bath bombs, sauce bottles)
Packaging Preference Errors	Occurs when the packaging requirements are incorrectly set in the Jetpack dashboard (e.g., selecting a box instead of a poly mailer, resulting in larger dimensions and increased costs)
Split Orders	Orders that are split into multiple shipments either automatically or by merchant action
Inability to Provide Weight and Dimensions	Jetpack will not provide credits to your Jetpack account if you suspect that larger-than-necessary packaging was used and you cannot provide weight and dimension of the product. Jetpack will continue to use available data to pick the smallest possible packaging
Difficult-to-Fit Items	Products that only fit in the provided packaging when placed diagonally or require the packaging to be stretched

How to Submit a Packaging Dispute

If you believe an order was packaged incorrectly, email Jetpack Care. Please include the following information in your dispute: Order ID(s): Provide the order number(s) you believe were affected.

Only submit one Order ID for each unique combination of SKUs/units
If multiple orders share the same SKU combination within the past 90 days, one ID is sufficient

Suggested Packaging Details: Specify the packaging type and size you believe should have been used. Refer to the standard packaging guide for details. Note: Jetpack can only evaluate a packaging dispute if all impacted SKUs are physically available at the fulfillment center that processed the order.

Packaging Dispute Evaluation Process

Upon receiving your packaging dispute, Jetpack’s Operations team will conduct a packaging fit check at the fulfillment center for each unique order combination provided. The process includes:

Evaluation Step	Details
Fit Check	Each item will be picked and tested to determine if they can fit into the suggested packaging Every packaging fit check request will include a photo of the product(s) in the tested packaging type and size Each merchant is allotted 10 complimentary packaging fit check requests per quarter (up to 40 per year) These checks reset at the start of each fiscal quarter (January, April, July, and October) and do not roll over Additional fit check requests beyond the complimentary limit will incur a fee (USD $10.00, AUD$ 15.12, CAD $13.44, EUR €9.76, or GBP £8.45) if no error by Jetpack is found
Order Review	If the items fit in the suggested packaging and the issue is not covered under the ineligible cases, all orders with the same SKU/unit combination from the past 90 days will be reviewed
Documentation	If an error is confirmed, Jetpack will reimburse the difference in the fulfillment cost Jetpack will provide email documentation detailing each affected order, the incorrect charge, the optimal packaging, and the adjusted charge Reimbursements will be converted to your local currency Changes in conversion rates may affect the final refunded amount

Eligibility Criteria for Packaging Error Credits

To qualify for a packaging error credit (which will be applied to your Jetpack account), the following criteria must be met:

Criterion	Requirement
Timing	The order must have been shipped within 90 days of your notification
Item Availability	All items (or an acceptable variant that only differs by color, scent, etc.) must be available in the warehouse
Weight Discrepancy	The weight recorded in the Jetpack dashboard for one or more items within the order is more than 1 ounce (28.3 grams) greater than the actual weight Jetpack will review the average weight for products with multiple units
Dimension Discrepancy	The recorded length, width, or height for one or more items within the order exceeds the actual measurement by more than 0.5 inches (1.27 cm)
Packer Errors	Errors such as typos in packaging dimensions, using an incorrect box due to a stockout
Implementation Team Error	Errors by the implementation team during setup of adding custom boxes to Jetpack’s algorithm

For further details on operational error policies, please refer to our operational errors policy.

Let’s Dive Deeper

Dimensional Weight

Understand how dimensional weight affects shipping costs

Packaging Preferences

Configure your packaging options and preferences

Operational Errors Policy

Learn about error handling and resolution procedures

Fragile Items

Learn how to package fragile products safely

Standard Packaging

Explore Jetpack’s standard packaging options

Tools & Techniques Overview

Back to the main tools guide

Questions? Contact Jetpack Care.

If you have any questions or run into issues, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!

Fulfillment Overview

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Label and Packaging

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Frequently Asked Questions

Terms, SLAs, and Policies

Package Size and Weight Policies

Why Optimal Packaging May Not Always Be Selected

Understanding Packaging Error Credits

Situations Ineligible for Packaging Error Credits

How to Submit a Packaging Dispute

Packaging Dispute Evaluation Process

Eligibility Criteria for Packaging Error Credits

Let’s Dive Deeper

Dimensional Weight

Packaging Preferences

Operational Errors Policy

Fragile Items

Standard Packaging

Tools & Techniques Overview

​Why Optimal Packaging May Not Always Be Selected

​Understanding Packaging Error Credits

​Situations Ineligible for Packaging Error Credits

​How to Submit a Packaging Dispute

​Packaging Dispute Evaluation Process

​Eligibility Criteria for Packaging Error Credits

​Let’s Dive Deeper

Dimensional Weight

Packaging Preferences

Operational Errors Policy

Fragile Items

Standard Packaging

Tools & Techniques Overview

Why Optimal Packaging May Not Always Be Selected

Understanding Packaging Error Credits

Situations Ineligible for Packaging Error Credits

How to Submit a Packaging Dispute

Packaging Dispute Evaluation Process

Eligibility Criteria for Packaging Error Credits

Let’s Dive Deeper