At Pack Edge Printing, we take immense pride in the quality of our custom packaging solutions. Because every order is personalized to your unique specifications, we have established the following guidelines to manage returns, reprints, and refunds fairly.
1. Reporting Issues with Your Order
If you believe you have received a product that is defective or does not match your approved proof, you must notify us within (1) business days of delivery. Timely notification allows our quality assurance team to investigate and resolve the matter quickly.
2. Eligibility for Reprints (Defective Items)
We stand behind the quality of our manufacturing. If a product is confirmed to be defective:
- Return Period: The original order must be shipped back to our facility within 5 days of the delivery date.
- Inspection: Once we receive and inspect the returned goods, we will initiate a reprint of the order.
- Timeline: Standard reprints for bulk orders generally require 4 business days.
- Expedited Requests: If you require an emergency reprint, this can be arranged for an additional fee to cover the accelerated production and shipping.
3. Non-Defective Returns
We accept returns for non-defective items within 5 days of delivery, provided the products remain in their original, unused condition and packaging. However, because these materials were custom-made for your brand, any costs associated with replacements or redesigned prints will be the customer’s responsibility.
4. Refund Policy
Custom packaging involves significant labor and material costs that are specific to your order. Therefore:
- Partial Refunds: Since production only begins after your final approval, Pack Edge Printing offers partial refunds only.
- Cost Retention: We retain 99% of the order cost to cover materials, machine setup, and labor.
- Final Sale: Once a custom order has been delivered and matches the approved proof, full refunds are not available.
5. Return Shipping Costs
The customer is responsible for all shipping costs associated with returning an order to our facility. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned items.
6. How to Initiate a Request
To report a problem or start the return process, please follow these steps:
- Email Us: Contact our support team at info@packedgeprinting.com.
- Provide Details: Include your Order Number and a clear description of the issue.
- Attach Evidence: Please include photos of the defects to help us expedite the review process.
- Processing Time: Once your returned product is inspected, any applicable refunds or credits are typically processed within 3 business days.
