Thank you for ordering our custom rigid boxes. We aim to provide quality products based on your order specifications. Please see our return policy for information on your rights and our process.
Custom Orders and Our Promise
Our boxes are custom-made specifically for you. We have your design and specifications to create custom rigid boxes. Alterations cannot be made after approval of the order and the start of the production process. We would like to request you review your order information before granting us a final okay. Since the items are customized, there are limitations in taking most orders back or exchanged. We are very proud of what we do and we want you to love what the end result turns out to be.
Eligibility for Returns
Returns are available on faulty or mistaken products only. The following notes apply:
- Erroneously produced products by us will be accepted for return.
- Damaged products during shipping are returnable.
- Custom boxes with design or color errors due to our mistake are returnable.
For orders not due to our error, such as a change of mind or errors on your part, we will not accept returns. We anticipate that all products will be in the same condition they were when you took delivery. Do not label the box or open it before reaching out to us. We want to see the product as you got it to examine it.
How to Start a Return?
If you get a product that you believe is defective or damaged, please follow these steps:
1. Contact Us Quickly: Email our customer support team within 7 working days of delivery. State your order number and briefly explain the issue.
2. Send Evidence: Include clear photos of the damage or defect. This helps our staff diagnose your problem faster.
3. Wait for Instructions: Our support team will review your report and guide you step by step. We will give you the details of how and where to return your product.
We will respond within 1 business day. Your cooperation in giving complete information speeds up the process.
Inspection and Approval Process
After we receive your returned product, our personnel will inspect it. While reviewing it, we compare the current condition with the photos you provided. This usually takes a maximum of 3 business days. Once a product meets our return standards, we will approve its return. If we require any further information or find that its return does not fulfill our specifications, we will reach out and contact you. This ensures a satisfactory exchange process.
Refund Process
After approval of a return, the refund process is begun. Please keep the following in mind:
- Refund Method: Refunds will be issued in your original payment method.
- Processing Time: Allow up to 10 business days before the refund shows up in your account after approval.
- Shipping Charges: We don’t refund shipping charges unless the error has been committed by us.
- Refund Amount: The refund will be for the amount of money spent on the product. This excludes extra fees.
You will be sent an email confirmation once we initiate your refund.
Exchanges
Exchanges are not standard for custom orders. We ask that you review your order twice before finalizing it. In rare cases, if you need an exchange, please contact our customer service immediately. We will guide you on return procedures. The original order must be returned in acceptable condition before a new order is made. If an exchange is approved, we can offer a discount on a new order as a gesture of goodwill.
Damaged or Faulty Products
We strive very hard to pack our boxes to ensure that you receive them safely. Sometimes, products can get damaged while shipping or might have flaws when made. If you receive a damaged or faulty box:
- Inspect Right Away: When you open your package, inspect the box carefully.
- Photograph: Take clear photos of any damage or flaws.
- Contact Us: Inform our support team of your order number, photos, and brief description.
Whenever an order arrives with any problems due to our fault or shipping issues, we are here to help. We offer repair, replacement or refund solutions and take great pride in rectifying such instances in a timely fashion.
Cancellation Policy
In case you need to cancel an order, please let us know as soon as possible
- Before Production Begins: Your order can be cancelled if it has not entered production yet.
- After Production Begins: The order is once we have initiated, and it cannot be cancelled.
We would like to please double-check your order carefully before authorizing it finally. Our personnel can be contacted to remove any questions you may have before your order.
Return Shipping and Charges
Returns accepted due to damage or our error will have their shipping fees reimbursed by us; otherwise, you might be responsible. It is recommended that you use a traceable shipping method so we can be certain the package was received; unfortunately, we cannot accept responsibility if anything happens along the way.
Customer Satisfaction
We would like you to love your own custom boxes. You come first. In case you experience some problems, don’t hesitate to reach out to us. We are at your service and eager to learn about your complaint. Your input helps us improve our service and product quality. We appreciate any questions and remarks and do our best to provide an answer for all of them.
Contact Us
For any questions about our return policy or for help with a return, please contact our customer service team:
- Email: sales@customrigidboxes.co
- Phone: +1 844 536 8145
- Hours: 24/7
We look forward to serving you again. Thank you for trusting us to deliver high-quality custom rigid boxes that make your brand shine.