Custom packaging is manufactured to your exact specifications, so we build quality control into every stage of production — from proof approval through final inspection before shipment. This policy explains what happens in the rare case something reaches you outside of those specifications, and how to report it.
Our Commitment to Quality Control
Every order is reviewed by our QC team before it leaves our facility, checked against the specifications on your approved final proof. Because production runs from that approved proof, we ask customers to review dimensions, artwork placement, spelling, and color notes carefully before signing off — the proof is the last checkpoint before manufacturing begins.
Reporting a Defect or Error
If your shipment arrives damaged, defective, or does not match your approved specifications, notify our team within three (3) working days of receipt.
Reports submitted after this window cannot be guaranteed a reprint or refund, since production materials and scheduling for your run are no longer held.
Documentation Required
To process a claim, send clear digital photos or video of the affected product to info@customboxcenter.com, along with your order number. This documentation lets our QC department verify the issue without requiring you to hold or return the entire shipment while a decision is pending.
QC Review & Resolution Process
Once documentation is received, our QC department reviews the claim against your original order specifications and approved proof. In some cases we may request that the flawed product be returned to our facility for direct inspection. If the issue is confirmed to be a production or material defect on our end, we will reprint and reship the affected units at no additional cost. Reprints, not cash reimbursement, are the standard remedy under this policy.
What Is Not Covered
- Errors present in the customer-approved proof (spelling, layout, color notes) that were not flagged before production began.
- Minor color variation caused by press conditions, substrate, or lamination — see our Terms of Use for full color-reproduction terms.
- Design, production, and shipping costs on orders that are rejected, returned, or canceled after production has started.
- Claims submitted more than three working days after delivery.
Order Cancellations
Orders can be canceled before production begins, subject to the cancellation fee schedule in our Terms of Use, which covers design work already completed and payment processing costs. Once an order has entered production or shipped, it can no longer be canceled or refunded.
How to Start a Refund or Reprint Request
Email info@customboxcenter.com with your order number, a description of the issue, and supporting photos or video within three working days of delivery. Our team will confirm receipt and route your case to QC for review, and will follow up directly with next steps.
Contact Us
For questions about an existing order or this policy, reach us at info@customboxcenter.com or (201) 483-1896.