Refund & Reprint Policy: Our Quality Guarantee
Because every box we create is 100% custom-made based on your unique design and explicit approval, we do not offer monetary refunds or returns once production has begun. Our commitment is to quality and accuracy, which is why we offer a comprehensive Reprint Guarantee to ensure you receive exactly what you ordered.
1. The Custom Boxes Base Reprint Guarantee
f your order has a verified issue that is our fault, we will reprint and re-ship your order at no extra cost to you.
We offer a reprint guarantee under the following circumstances only:
Production Error: There is a verifiable manufacturing defect, such as structural failure, missing coating, or incorrect gluing.
Design Mismatch: The final product you received materially does not match the specifications (artwork, color, size) of your final approved digital proof.
2. When Reprints Are Not Issued
We cannot issue a reprint for issues that fall within acceptable industry standards or are the result of customer-approved materials. This ensures your mental model of a custom printing process aligns with reality.
We Cannot Reprint for the Following Reasons:
- 📏 Manufacturing Tolerances: Slight variations in size, cutting, or folding up to $1/16$ of an inch ($\approx 1.58\text{mm}$). These minor dimensional shifts are standard and unavoidable in large-scale custom manufacturing.
- 🎨 Color Shifts: Minor changes in CMYK, RGB, and Pantone colors. There will always be slight shifts when converting digital colors (RGB) to print colors (CMYK) or matching to a specific Pantone standard. We print as closely as possible to the approved proof, but perfect color duplication is not guaranteed.
- 🔢 Bulk Quantity Allowance: Slight changes in bulk quantity (overs or unders). All bulk orders are subject to a standard industry tolerance of $\pm 5\%$. We do not issue reprints or refunds for quantity differences within this allowance.
- ✍️ Customer Errors: Typographical errors, design mistakes, or incorrect dimensions that were present and approved on the final digital proof before production began.
3. How to Request a Reprint
If you believe your order qualifies for our Reprint Guarantee, please follow these steps immediately:
Contact Us: Notify our support team within 5 business days of receiving your order.
Provide Proof: Email us clear photographs or video evidence highlighting the defect or the specific mismatch compared to your approved proof.
Review: Our quality control team will review your claim and respond within [Specify Time, e.g., 2 business days].
Action: If approved, we will immediately begin the reprint process and advise you on the estimated delivery date.
4. Shipping Damage Protocol
If your boxes arrive damaged due to transit mishandling:
Report Timeframe: You must report shipping damage to us within 48 hours of delivery.
Documentation: Please photograph the damaged boxes and the damaged exterior shipping carton. This is required for us to file a claim with the shipping carrier.
Replacement: We will work with the carrier to initiate a claim and arrange for a replacement order or a reprint if necessary.
5. Production & Delivery
Production Time: Standard production timelines are estimates and depend on the current factory load, order size, and complexity.
Delivery Estimates: Delivery dates are estimates, not guarantees. We are not liable for delays that occur outside of our control.
Quantity Tolerance: All bulk orders are subject to a standard industry tolerance of $\pm 5\%$ (overs or unders). We do not issue refunds for shortages within this allowance, but any overage is provided free of charge.
External Delays: We are not responsible for delays caused by:
Third-party shipping carriers (e.g., weather, traffic).
Customs processing.
Incorrect delivery information provided by the customer.
