Refund & Returns Policy
We stand behind the quality of every order. Because custom packaging is made to your exact specifications, this policy focuses on what matters most for made-to-order products: defects, errors, damage, replacements, and cancellations, and exactly how we make things right.
Custom packaging is produced uniquely for your brand, so it generally cannot be returned for a refund the way a stock item can. Refunds and replacements are available when there is a verified problem on our side, including:
- Manufacturing defects such as misprints, poor registration, or structural failure
- Wrong product, size, material, or finish versus your approved proof
- Damage that occurred before or during our shipping process
- Quantity shortages against your confirmed order
Claim Time Period
To keep claims fair and verifiable, please inspect your order on arrival and report any issue within X business days of delivery. Claims made after this window may not be eligible, since packaging condition can change once it is in use or storage.
Damaged or Defective Items
Every order goes through rigorous quality control before dispatch. In the rare event that something defective, damaged, or incorrect reaches you, contact us immediately with:
- Your order number
- Clear photos of the outer shipping box and the affected packaging
- A short description of the issue
Please keep the damaged items and their original shipping materials until your claim is resolved. We may need them for the carrier or quality review.
Every order is built from a proof you approve before production. That approval step exists to protect you. It is your chance to confirm spelling, colors, dimensions, and finish. Once a proof is approved and the order is produced correctly to that proof, it is not eligible for return based on a change of mind or an error that was present in the approved artwork.
Why the proof matters: Approving your digital proof is the single most important quality step. Review it carefully, zoom in on text, check every measurement, and confirm your brand colors.
For extra certainty, ask for a physical sample before a full run. Ready-stock samples are available for standard designs, and for fully custom packaging we produce a pre-production sample for your approval. Samples are a quality assurance step that eliminates errors before large-scale manufacturing.
- Change of mind after a correct order has been produced
- Errors approved by the customer on the final proof, such as a typo signed off in artwork
- Minor variation within normal manufacturing tolerance, like slight color or size differences inherent to printing
- Damage caused after delivery through storage, handling, or use
When a refund is approved, we process it promptly to your original payment method. Please allow the timelines below for each stage of the process.
- Claim review and verification: X business days from report
- Refund issued once approved: X business days
- Bank or PayPal posting: Varies by provider
For verified defects or errors on our side, a replacement is usually the fastest path to making things right. Our quality assurance team reviews and verifies the issue promptly, then provides an appropriate resolution, including replacement, correction, or other remediation, to ensure your complete satisfaction. Replacements are reproduced to the correct specification and shipped free.
- Report the issue with photos within the claim window
- We verify the defect against your approved proof and our records
- We resolve the issue through replacement, correction, credit, or refund as appropriate
- We ship any replacement free, with tracking
Every claim goes through a quick, good faith review. We compare what you received against your approved proof and our production records. This protects both sides and keeps resolutions fair and fast. Most straightforward claims are verified quickly once we have clear photos.
To help us resolve things quickly, please:
- Review and approve proofs carefully before production
- Inspect your delivery on arrival and report issues within the claim window
- Provide photos and order details to support any claim
- Retain affected items and shipping materials until the claim is resolved
You can cancel an order before it enters production for a full refund. Once production has started, materials and press time have been committed, so cancellations may be partial or unavailable depending on how far the job has progressed. Contact us as early as possible if you need to cancel.
- Before proof approval or production: Full refund
- After production has started: Partial refund may apply
- After production is complete or shipped: Not eligible for cancellation
We handle unusual situations case by case and in good faith. If something falls outside the categories above but you believe an error occurred on our side, reach out. We would rather find a fair solution than hide behind fine print.
If we cannot resolve a concern right away, we will work with you directly and in good faith to reach a fair outcome. For payments made through PayPal, buyer protection processes may also be available under PayPal's own terms. Our goal is always a resolution you feel is fair.
Can I return custom boxes if I change my mind?
Custom packaging is made to your exact specs, so returns based on a change of mind generally are not possible. Verified defects, errors on our side, or shipping damage are eligible for replacement or refund.
What if there is a typo in my boxes?
If the typo was present in the proof you approved, it is not eligible for a refund. If it appeared during production and differs from your approved proof, we will correct it at no cost.
How do I report a problem?
Email us your order number, a short description, and clear photos within the claim window. We will verify and resolve it quickly.
How fast will I get a refund?
Once approved, refunds are issued to your original payment method within a few business days, plus your bank or PayPal's posting time.
Can I cancel my order?
Yes, before production starts, for a full refund. After production begins, cancellations may be partial or unavailable.
Something not right with your order? Reach out and our team will review it quickly and fairly. Your satisfaction is how we keep 500+ brands coming back.
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