Refund & Return Policy
Since every order is custom-made to your exact specifications, here's exactly how we handle defects, returns, cancellations, and refunds.
At Custom Packaging, customer satisfaction is our priority. Since our products are manufactured according to each customer's unique specifications, all orders are considered custom-made. Please review our refund and return policy carefully before placing an order.
Returns & Refund Eligibility
Custom Packaging produces packaging products according to the designs, dimensions, and specifications approved by the customer. If you receive products that are defective or do not meet the approved specifications, you must notify us within 3 business days of receiving your order.
Returns and refunds are only considered for products that contain manufacturing defects or production errors caused by Custom Packaging.
Manufacturing Defects
If a defect is determined to be the responsibility of Custom Packaging, we will:
- Reprint the affected order at no additional cost.
- Review all submitted evidence before approving a replacement.
- Cover the production costs associated with the reprint.
The final decision regarding manufacturing defects and the appropriate resolution remains solely with Custom Packaging.
To support your claim, customers may be required to provide:
- Photographs of the defective products.
- Videos showing the issue.
- Samples of the damaged or defective items.
Return Requirements
If a return is approved, customers must return the affected products within 7 business days after receiving return instructions.
Custom Packaging, 401 N Michigan Ave, Suite 1200,
Chicago, IL 60611, United States
Customers are responsible for return shipping costs unless otherwise approved by Custom Packaging.
Customer Errors
Custom Packaging is not responsible for errors resulting from customer-approved artwork, including:
- Spelling mistakes
- Incorrect dimensions
- Design errors
- Low-resolution images
- Incorrect colors approved during the proofing process
Customers are responsible for carefully reviewing all digital proofs before granting final approval.
Order Cancellation Policy
After artwork approval, orders are immediately scheduled for production.
Once an order enters the printing or production stage, cancellations and refunds are no longer available.
Storage Option
If an order has already entered production and cannot be canceled, Custom Packaging may offer temporary warehouse storage arrangements when applicable.
Non-Refundable Situations
Refunds or returns will not be issued for:
- Approved artwork errors.
- Minor color variations within industry standards.
- Delays caused by shipping carriers.
- Customer-supplied incorrect information.
- Orders completed according to approved specifications.
Contact Us
Questions regarding refunds, returns, cancellations, or shipping concerns? Reach out to our team.