Refund & Cancellation Policy

Monthly plans

Plan fees are billed in advance and cover the month in which they are charged. You can cancel at any time with 30 days' notice; the current month is not prorated. Storage continues to accrue until your goods leave our facility.

• Cancel within 7 days of your first plan charge and we refund it in full, provided no orders have been fulfilled under it.
• Downgrades take effect on your next billing date. Upgrades take effect immediately and are prorated.

Metered charges

Rate card charges bill in arrears for work already performed, so they are generally not refundable. The exceptions:

• We billed for work not performed. Refunded in full.
• We billed the wrong rate. Duplicate charges, the wrong tier, or a line that did not apply — corrected and the difference refunded.
• We picked or packed it wrong. If the error was ours, we redo the order at no charge and credit the original pick fee. Postage on the replacement is on us.
• Unused postage.A label bought but never used is refunded once the carrier credits it back, typically within 14–30 days.

Custom quoted work

Projects quoted outside the rate card — kitting runs, relabeling, seasonal intakes — can be cancelled for a full refund any time before work begins. Once started, you are billed for the portion completed and the remainder is refunded.

Goods lost or damaged

That is handled as a claim, not a refund of our service fee. Report it within 10 days of delivery, or within 30 days of the ship date for a parcel that never arrived. Where the carrier is responsible we file and pursue the claim for you and pass through what is recovered. Where the loss happened in our possession, see Section 6 of the Terms of Service for how liability is calculated.

How to request a refund

Email support@3rdrocklogistics.com or call (337) 274-1703 with the invoice number and what went wrong. We acknowledge every request within one business day and give you a decision within five business days.

Approved refunds go back to the original payment method. Card refunds typically post within 5–10 business days depending on your bank.

Billing disputes

If a charge looks wrong, contact us before disputing it with your bank. Every invoice is itemized, so in almost every case we can show you exactly which parcels, picks, and bins made up the total — and if it is our mistake, we fix it. A chargeback filed without contacting us first freezes the funds and slows the resolution for both of us.

Contact

support@3rdrocklogistics.com · (337) 274-1703· Monday–Friday, 8:00am–6:00pm CT