Legal
Return & Refund Policy
Last updated October 17, 2026
This policy covers returns, exchanges and refunds on trays supplied by The Food Trays. It is written for made-to-order packaging: most of what we ship is printed to one customer's artwork and cannot be sold to anyone else, so the rules for custom-printed trays are narrower than for plain stock. Everything else — who pays for return shipping, how long a refund takes — is set out plainly below.
Countries we accept returns from
- United States
- United Kingdom
- Canada
- Australia
Return window
You can ask for a return within 10 days of the date your trays arrive. After 10 days we can no longer accept a return or exchange request, so please inspect the delivery when it lands rather than when the stock is first opened for use.
What can be returned
Returned items must be new and unused, in their original packaging, and undamaged. Trays that have held food cannot be returned.
Trays printed with your own design, size or branding are made only for you, so they can be returned only if they arrive defective or damaged, or do not match the proof you approved. A change of mind, an over-order or a mistake in the artwork you approved is not a defect; section 3 of our terms and conditions explains why the approved proof is the point of no return.
Exchanges follow the same rules. Contact us and we will arrange a reprint or a replacement for eligible items.
How returns work
| Item | Our policy |
|---|---|
| Return window | 10 days from delivery |
| Return method | By mail only |
| Return shipping | Free, with a prepaid return label |
| Restocking fee | None |
| Refund timing | Within 10 business days after the return passes inspection |
| Refund method | The payment method used for the order |
Starting a return
- Email info@thefoodtrays.com or call (503) 461-4788 within 10 days of delivery.
- Tell us your order details and what is wrong, with photos if the trays are damaged or defective.
- We send a prepaid return label if it was not included in your package.
- Pack the trays flat in the original cartons and post them with the label. Returns are by mail only; there is no drop-off.
- Once the return arrives and passes inspection, we issue your refund or ship the replacement.
Returns go to 123 E San Carlos St Unit #43, San Jose, CA 95112, United States. The prepaid label carries the address, so there is nothing to write out.
Damaged deliveries
For damaged shipments, please send photos within 24 hours of delivery so we can file the claim with the carrier and fix the order quickly. Photograph the outer carton as well as the trays: carriers want to see both.
Our right to refuse
We may decline returns that do not meet this policy, such as used trays or requests made after the return window.
Questions
If anything here is unclear, email info@thefoodtrays.com or call (503) 461-4788 before you order. It is far easier to agree how a problem will be handled in advance than after a production run.
Questions about returns
How long do I have to return trays?
You can ask for a return within 10 days of the date your trays arrive. After 10 days we can no longer accept a return or exchange request.
Which countries can I return from?
Returns are accepted from the United States, the United Kingdom, Canada and Australia, which are the four countries we ship to.
Can I return trays printed with my logo?
Trays made with your design, size or branding can be returned if they arrive defective or damaged, or do not match the proof you approved. They cannot be returned for any other reason, because they are made only for you.
Do I pay for return shipping?
No. Returns are free and go by mail with a prepaid return label that we send you.
Is there a restocking fee?
No. We do not charge a restocking fee on approved returns.
How soon will I get my refund?
Refunds are issued within 10 business days after the return arrives and passes inspection.
How is the refund paid?
The refund goes back to the payment method used for the order. We do not issue refunds to a different card or account.
Can I exchange instead of returning?
Yes, for eligible items. Contact us and we will arrange a reprint or a replacement under the same rules as a return.
Can I drop a return off in person?
No. Returns are accepted by mail only, using the prepaid label. Our San Jose address is an office rather than a showroom or a counter.
What should I do if trays arrive damaged?
Email photos of the damage and the outer carton to info@thefoodtrays.com within 24 hours of delivery so we can file the carrier claim and fix the order quickly.
What if the trays do not match the proof I approved?
That counts as a defect. Send us photos of the trays beside the approved proof within 10 days of delivery and we will arrange a reprint, a replacement or a refund.
Can you refuse a return?
We may decline returns that do not meet this policy, such as used trays, trays that have had food in them, or requests made after the 10-day window.