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Returns & Refund Policy

Guidelines to Keep Us on the Same Page.

At Pack Custom Boxes, we aim to provide a clear and straightforward process for managing your orders. If you need to send an item back to us, we handle returns for both faulty and standard items within a 20-day post-delivery window, subject to the criteria outlined below.

1. Geographic Coverage & Eligible Countries

  • Regional Restriction: This specific return framework applies exclusively to custom orders that have been shipped to addresses within the United States.

2. Timelines & Return Windows

  • 20-Day Boundary: To be eligible for a refund or replacement, a formal return request must be submitted within 20 days from the date your package was marked delivered.
  • Late Submissions: Requests made after this 20-day timeline has expired will not be approved, except where required by specific legal regulations.

3. Product Conditions for Acceptance

  • Unused Requirement: Unless your boxes arrived with major print defects or physical transit damage, returned items must be sent back in brand-new condition and completely unused.
  • Quality Inspection: Our staff reviews and inspects all returned packages to confirm their condition before approving any final credits, refunds, or product replacements.

4. Return Shipping Methods & Label Responsibilities

How to Mail Items Back

  • Mail Exchanges Only: We accept returns strictly by mail. Customers are expected to securely pack the items to prevent damage during transit and send them to the designated address provided by our support team.

Shipping Label Costs

  • Customer Responsibility: The buyer is responsible for organizing and paying for the return shipping label.
  • Exceptions: If our team verifies that the items arrived damaged, faulty, or were sent in error, we will assume responsibility and may provide a pre-paid shipping label at our discretion.

5. Product Exchanges & Restocking Fees

Exchange Policy

  • Item Swaps: We accept product exchanges. If you need to swap your items for a different option, contact our support team inside the 20-day window so we can review your case.

Processing Deductions

  • Restocking Fees: A standard restocking fee may be applied to your return as permitted by our current system rules. If a fee is applied, it will be deducted directly from your final refund total and communicated to you before the return is finalized.

6. Refund Timelines & Exclusions

Processing Windows

  • 3-Day Turnaround: Once your returned items reach our facility and pass inspection, your refund will be authorized within 3 business days.
  • Banking Delays: Please keep in mind that your credit card company or digital payment provider may take additional processing days to post the funds back into your account.

Unapproved Returns

We reserve the right to deny a refund or replacement request if the packaging items fall into the following categories:

  • The items show signs of customer use or physical assembly.
  • The boxes were damaged due to customer handling or storage mistakes.
  • The returned shipment is missing pieces or parts of the total order.
  • The package was sent back after the approved 20-day window without a valid, verified defect.

7. Handling Damaged or Faulty Orders

  • Reporting Problems: If your custom boxes arrive with printing mistakes, structural damage, or incorrect dimensions, please reach out to our team immediately.
  • Required Proof: When messaging us, include your exact invoice number along with high-resolution photos showing the issue. We will review your submission and provide an appropriate resolution, which may include a free reprint, an exchange, or a complete refund.

8. Initiating Your Request

  • Step-by-Step: To start a return, send an email to our customer support desk. Please state your order number, the exact reason you want to return the items, and attach clear photos if applicable. Once our team reviews and accepts your request, we will send you the exact mailing instructions to complete the process.

9. Contact & Support Inquiries

For further clarification or to ask specific questions regarding our return and refund guidelines, please contact our support desk through our official website contact portal or customer care channels.