At CustomPackagingSleeves.com (“we,” “us,” “our”), most products are made-to-order and produced specifically for your business. Because of this, refunds and returns work a little differently than standard retail items. Please read the policy below carefully before placing an order.
1) Made-to-Order / Custom Printed Items (Important)
All custom printed packaging sleeves (including any made-to-size, printed, coated, laminated, or finished items) are non-returnable and non-refundable once production has started.
We can only offer a remake, replacement, credit, or refund if:
- The items arrive damaged in transit, or
- There is a manufacturing defect, or
- The order was produced incorrectly compared to the final approved proof (e.g., wrong size, wrong artwork file, missing print elements, incorrect quantity).
2) What Is Not Eligible for Refunds or Returns
We do not accept returns or refunds for:
- Customer-approved proofs (errors after approval are not covered)
- Color variation within industry-accepted tolerances (including differences between screen colors and printed results, CMYK vs. Pantone/spot conversion, or slight shade shifts between runs)
- Minor trimming / folding / placement tolerances that fall within standard production allowances
- Normal variations in paper texture, coating finish, or material tone
- Delays caused by incorrect shipping details, customs, weather, or carrier issues outside our control
- Orders with artwork issues provided by the customer (low resolution, incorrect bleed, font embedding, etc.) if the file was approved
3) Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery.
To help us resolve the issue quickly, please email:
- Your order number
- A short description of the problem
- Clear photos of:
- The outer shipping box
- Any shipping labels
- The product issue (close-up + wider angle)
- The quantity affected
Contact: [support@custompackagingsleeves.com]
If the issue is confirmed, we will choose the most reasonable solution depending on the situation:
- Free reprint / replacement
- Store credit
- Partial refund
- Full refund (rare; typically only when replacement is not possible)
4) Return Authorization (RMA)
If a return is required, we will issue a Return Merchandise Authorization (RMA).
Returns sent without an RMA may be refused.
5) Proof Approval Policy
Before production begins, we may provide a digital proof (or dieline confirmation). By approving the proof, you confirm:
- Artwork placement, spelling, and content are correct
- Dimensions and layout are correct
- You understand print results may vary slightly from screen display
Once approved, changes may not be possible.
6) Cancellations & Order Changes
- Before proof approval / before production: You may request cancellation or changes. If we haven’t started production, we’ll do our best to accommodate.
- After production begins: Cancellations are typically not possible and refunds are not available, because the order is already being produced for you.
If cancellation is approved in a limited case, any design, setup, sampling, prototyping, or production costs already incurred may be deducted from the refund.
7) Shipping Issues
If tracking shows “Delivered” but you can’t find the package:
- Check with your building/security/front desk, neighbors, or safe drop areas
- Contact the carrier first
- Then contact us with your order number and details
Claims for missing packages may require a carrier investigation and are time-sensitive.
8) Refund Processing
If a refund is approved:
- Refunds are issued to the original payment method
- Processing time is typically 5–10 business days (depending on your bank/payment provider)
- Shipping fees are generally non-refundable unless the return is due to our confirmed error or defect
9) Non-Custom / Stock Items (If Applicable)
If we ever offer non-custom, unprinted, stock items, those may be returnable within 14 days of delivery if unused and in original condition. Return shipping would be the buyer’s responsibility unless the item is defective.
10) Contact Us
If you have questions about refunds, returns, or an issue with an order, contact us here:
Email: [support@custompackagingsleeves.com]