sales@orbixpackaging.com
Return & Refund Policy
Every box we produce is built to your specifications, dimensions, artwork, and print requirements. Since custom packaging is manufactured specifically for each customer, our return process differs from standard retail products.
Below explains what we cover, what is not eligible, and how to file a claim.
Custom Orders Are Final
Because each job is manufactured according to specifications approved by the customer, we do not issue refunds or account credits. The only exception is a verified production error caused by Orbix Packaging.
If we make a mistake during production, we will reprint your order at no additional cost.
Cancelling an Order
Cancellation charges depend on how far your order has progressed through the production process.
| Production Stage | Cancellation Charge |
|---|---|
| Before design work begins | $15 plus 5% of the order total to cover payment processing and bank fees. |
| During design rework | Minimum 20% of the order total. |
| After files go to press | Minimum 50%. Cancellation will be attempted but is not guaranteed. |
| After carrier collection | Order cannot be cancelled. |
Design-only service orders are non-refundable once placed.
Damaged, Defective, or Short Orders
Customers should inspect shipments before signing for delivery. If cartons arrive crushed, damaged, torn, or short-counted, report the issue immediately to the courier and Orbix Packaging.
To request a reprint or replacement, notify us within 3 business days from the delivery date. Claims submitted after this period cannot be processed.
Approved claims require the return of at least 99% of the delivered quantity at your own expense within 10 days of the original delivery date.
Do not return products without written authorization from Orbix Packaging. Unauthorized returns will not be accepted.
Rush printing and expedited shipping charges are non-refundable in all cases, including returned orders.
Artwork Approval and Print Standards
Customers approve the final proof and job specification sheet before production begins. Orbix Packaging cannot accept responsibility for:
- Spelling, grammar, or punctuation errors in supplied artwork.
- Graphics placement, orientation, or font substitutions.
- Die cuts, slits, or folds matching the approved file.
- Finished dimensions based on approved specifications.
Color reproduction is guaranteed within 90% of the approved proof. Since digital screens may display colors differently, customers requiring exact color matching should request a physical hardcopy proof before production.
Filing a Claim
To submit a claim, email sales@orbixpackaging.com with your order number, photos showing the issue, and a brief description of what happened.
Need Assistance?
Orbix Packaging responds within 2 business hours on business days and will confirm the next steps after reviewing your request.