Refund Policy
Every order is custom made to your specs. Here is when you qualify for a refund or reprint.
Every order is custom manufactured to your specs, so we cannot accept returns for change of mind. We do stand behind the quality of our work. Here is exactly when a refund or reprint applies.
What's covered
You're covered if
- Printed design, dimensions, or structure differ from your approved 3D proof
- Print defects such as colour shifts, misalignment, smudging, or blurred text
- Boxes arrive damaged in transit or with manufacturing defects
Not covered
- Delivered boxes match the approved proof exactly
- Claims submitted after the 24-hour window
- Damage caused after delivery: storage, handling, or assembly
- Change of mind on a colour, material, or design already approved
- Minor screen-to-print colour variation, inherent to all printing
How to make a claim
24 hours to report
Contact us within 24 hours of receiving your order if it arrived damaged, defective, or does not match your approved proof.
Show us the issue
Send clear photos or video of the problem, including the shipping packaging.
Email your claim
Send everything to sales@theinnovativepackaging.com with your order number. We respond within 2 business days.
Cancellations & delays
Cancellations
Orders cannot be cancelled once production has begun. First-time customers pay 100% upfront; returning customers pay a 70% deposit with the balance due before shipping. Cancel before production starts and your deposit is fully refunded.
Shipment delays
Our standard timeline is 10-15 business days from artwork approval. We are not liable for delays from force majeure events: natural disasters, customs holds, carrier delays. We will flag any expected delay as soon as we know about it.
Need to submit a claim?
Email us your order number, photos, and a description of the issue.
Ready to start your project?
Tell us what you need. We get back to you within a business day.