1. Custom-Manufactured Products (Bespoke Orders)
Custom products include any items featuring custom printing, unique sizing, custom artwork plates, custom die-cuts, or specific material configurations (e.g., custom-printed Mylar bags, embossed rigid boxes, branded labels).
- No General Returns or Exchanges: Because custom items are manufactured to your exact corporate specifications, they cannot be resold or restocked. Therefore, we do not accept returns, cancellations, or exchanges for custom orders once production has been approved and initiated.
- Proof Approval Responsibility: We require digital or physical proof approval prior to manufacturing. We are not responsible for errors in the final product regarding layout, text typos, spelling, color discrepancies within standard commercial tolerances, or scaling mistakes that were present in the approved proof.
2. Manufacturing Defects or Errors
We stand behind our craftsmanship. If your custom packaging arrives with a verified manufacturing defect or a structural deviation that falls completely outside industry-standard tolerances, we will make it right.
- Claim Period: Any claims regarding defective, damaged, or incorrectly manufactured items must be submitted in writing within 7 business days of receiving your shipment.
- How to File a Claim: Please email us at support@yourpackagingsite.com with your order number, a detailed description of the issue, and clear digital photographs or video evidence showing the defect.
- Resolution: If our quality control team verifies that the error occurred during our manufacturing process, we will, at our discretion, either re-print and replace the defective portion of the order at no additional cost to you, or issue a store credit for the affected items.
3. Standard, Plain Stock Supplies (Non-Custom Items)
For generic, unprinted shipping supplies, plain boxes, or stock items bought directly from our inventory:
- Return Window: You may request a return within 14 days of delivery.
- Condition: Items must be completely unused, unaltered, and kept in their original bulk bundles and packaging.
- Shipping Costs & Restocking Fees: The buyer is responsible for all return freight and shipping costs. Returned stock items may be subject to a 15% restocking fee to cover handling and logistics.
- Refund Processing: Once our warehouse receives and inspects the returned stock items, your refund (minus any applicable shipping or restocking fees) will be processed back to your original payment method within 5 to 7 business days.
4. Shipping and Transit Damage
All wholesale shipments are securely palletized or boxed to minimize transit risks. However, if your shipment is physically damaged during transit by a third-party freight carrier:
- Document immediately: Note any visible external damage directly on the carrier’s Bill of Lading (BOL) or delivery receipt before signing for the delivery.
- Take Photos: Take immediate photos of the damaged pallets or boxes before opening them, and contact our support team within 48 hours so we can assist you in filing a carrier claim.
