How to request package repacking

Order a Repack special request when you want the warehouse to repack a package before dispatch, for example because the original packaging is damaged or too weak. You need the package in your account and enough balance to cover the fee.

1. Sign in to your account at Sign in and open Packages & Shipments.
2. Click the ID of the package you want repacked, for example #1234A.
3. Open the Special request tab.
4. Click Repack. The fee for your plan is shown next to the name.
5. Under Describe your request (Repack), write how you want the package repacked. The description must be at least 20 characters long.
6. Click Continue.

If Repack is not a link, you can't order it right now. Usually your balance is too low (the tile then shows You don't have enough funds in your account and a Top up link), the package is locked by another request such as a dispatch request or a consolidation, or a Repack request for this package is already open.

What happens next

• The fee is deducted from your balance when you click Continue, and you see New Special Request created.
• The request appears in the History table on the Special request tab with the status Submitted by customer. Click open next to it to read or answer messages from the warehouse.
• The package is locked while the request is open. You can't change it or request dispatch until the repack is finished.
• If the warehouse has to use a brand-new box, packing material is charged to your balance separately.
• We email you each time the status of the request changes. When it is Finished, you can request dispatch. See How to dispatch a package.

For the fees and what repacking includes, see Can my package be repacked or shrunk? For how long it takes, see Processing times explained. To cancel while the request is still Submitted by customer, see How to cancel or edit a special request.