Refund Policy

At The Box Printing, we take care to produce each custom packaging order according to the specifications and artwork approved by the customer. This Refund Policy explains when a refund, replacement, or another resolution may be available and how to submit a claim.

Because our products are custom-made for individual orders, refund eligibility can depend on the stage of production, the nature of the issue, and whether the order matches the specifications approved before production.

1. When a Refund May Be Available

A refund or other resolution may be considered when an order has a verified issue that is not the result of customer-approved artwork or specifications. Examples may include:

• Products that arrive significantly damaged during shipping.
• A confirmed manufacturing or printing defect.
• Products that substantially differ from the approved artwork or order specifications.
• An eligible cancellation received before production has started.

Every request is reviewed individually. Approval is based on the available order information, photographs or other evidence provided, production records, and the circumstances of the claim.

2. Orders That Are Generally Not Eligible for a Refund

Due to the custom nature of our products, certain situations generally do not qualify for a refund. These may include:

• Custom products manufactured according to the customer's approved artwork and specifications.
• Orders cancelled after production has already started.
• Minor color differences caused by screen displays, lighting, materials, or normal printing processes.
• Minor dimensional differences that fall within normal manufacturing tolerances.
• Spelling, design, artwork, sizing, or other information errors that were approved by the customer.
• Claims submitted after the applicable claim period.

We encourage customers to carefully review all artwork, dimensions, quantities, colors, and order details before giving final approval.

3. Damaged or Defective Orders

If your order arrives damaged or you believe the products contain a manufacturing or printing defect, please contact us within 48 hours of delivery.

To help our team understand and investigate the issue, please include:

• Your order number.
• Clear photographs of the affected products.
• Photos showing the outside of the shipping carton and packaging materials.
• A short description explaining what went wrong.

Our team will review the information and may request additional photographs or details if necessary. If the claim is approved, the appropriate resolution may include a replacement, partial refund, full refund, or another suitable solution depending on the circumstances.

4. Order Cancellations

Cancellation requests should be submitted as soon as possible. An order may generally be cancelled only if production has not yet started.

If work such as artwork preparation, structural design, proofing, or production setup has already been completed, any applicable costs for work already performed may be deducted from an eligible refund.

Once custom products have entered production, cancellation may no longer be possible because the materials and manufacturing work have been committed specifically to that order.

5. Refund Processing

When a refund has been approved, we will generally return the applicable amount using the original payment method whenever possible.

Approved refunds typically take 3–5 business days to process on our side. Your bank or payment provider may require additional time before the refunded amount appears in your account.

6. Claim Review

Refund and replacement requests are reviewed individually by our customer support and production team. We look at the order specifications, approved artwork, production information, photographs, and any other relevant details before reaching a decision.

Additional information may be requested during the review process. Sending a refund request does not by itself mean that the request has been approved.

7. Approved Replacements

In some cases, replacing the affected products may be a more appropriate solution than issuing a refund. If a replacement is approved, we will discuss the next steps with you and provide information about the expected replacement process.

Replacement availability may depend on the nature of the issue, the original order specifications, material availability, and the production requirements of the replacement order.

8. Customer-Approved Artwork and Specifications

Customers are responsible for reviewing and approving the final artwork and order specifications before production. Once approval has been provided, changes to spelling, artwork, dimensions, colors, quantities, or other customer-supplied information may not qualify for a refund if the order is produced according to that approval.

We recommend checking the final proof carefully before giving approval so that any required corrections can be made before production begins.

9. How to Submit a Refund Request

To request a refund or report an issue with an order, contact our team using the information below. Please include your order number, a description of the issue, and any photographs or supporting information that may help us evaluate your request.

Providing complete information at the beginning can help us review your request more efficiently and determine the appropriate resolution.

10. Contact Us

If you have questions about this Refund Policy, need to report a damaged or defective order, or want to discuss a cancellation or refund request, please contact The Box Printing directly.