iBox Factory stands behind the quality of its custom packaging. Because every order is produced to your exact specification, the terms below distinguish between an issue we caused and a change of mind after your artwork was approved.
Return window
You have 60 days from delivery to raise a return for items that are defective, damaged in transit, or printed incorrectly against the proof you approved. Where the issue is ours, we cover return shipping.
What we cannot accept back
Custom packaging is made to your specification and cannot be resold, so the following are not returnable:
- Color variation within accepted industry printing tolerances
- Orders produced from artwork you approved at the proof stage
- Quantity variance under 5%, which is standard across the industry for custom runs
- Change of mind after production has started
Manufacturing and printing defects
If your order arrives with a manufacturing defect, a printing error that does not match your approved proof, or materially incorrect items caused by iBox Factory, contact us and we will reprint, replace, or refund the affected portion. Please send photographs so we can identify the cause and, where a carrier is at fault, file the claim.
Shipping damage
If your order arrives visibly damaged, refuse the shipment where you can and contact us immediately. Report transit damage within 48 hours of delivery so a carrier claim can still be filed. After that window carriers routinely decline claims, which limits what we can recover on your behalf.
Exchanges
Exchanges are accepted for iBox-caused issues only: manufacturing defects, printing that does not match the approved proof, and shipping damage.
Refunds
Approved refunds are processed within 5 to 7 business days and issued to the original payment method.
Materials and quality
iBox Factory uses FSC-certified paper stock and soy-based inks, and every order passes a quality check before it ships. Production runs at our two plants, West Chicago in the United States and Guangzhou in China, and the lane used for your order is stated on your quote.
Before you order
Two things prevent most returns. First, we send a free digital proof and nothing prints until you approve it, so read it carefully against your specification. Second, the die and plates are included rather than billed, so a corrected size or layout at the proof stage costs you nothing. Minimum order is 100 boxes.
Questions about a specific order? Email sales@iboxfactory.com or call +1 (201) 510-1994. To start a new order, request a quote.
