Cancellation & Order Modification Policy
We strive to ensure your custom packaging order is processed smoothly. Review our clear policies regarding adjustments, cancellations, and pre-production proofs.
Policy Summary at a Glance
- ✓ Before Approval: You can cancel or modify your order for a full refund or update without any fees before approving your 3D digital proof.
- ✓ After Approval / Pre-Production: Once production has officially started, orders cannot be canceled or modified as custom tooling and printing are underway.
- ✓ Defective Items: If your delivered packaging arrives damaged or deviates from your approved proof, contact us within 7 business days for a resolution.
1. Order Modifications Before Production
We understand that brand requirements can evolve. If you need to change your box dimensions, stock material, printing style, or artwork files, you may do so at zero additional cost prior to final pre-press sign-off. Simply reach out to your dedicated account manager or contact our support team immediately. Once a 3D digital proof or physical sample is formally approved, the job enters our manufacturing workflow and adjustments can no longer be integrated.
2. Order Cancellations & Refunds
Because every custom packaging box, sleeve, and paper cup is manufactured specifically for your brand using custom-cut die-lines and bespoke printing plates, our cancellation structure depends directly on the manufacturing stage:
- Pre-Approval Cancellations: If you cancel your order before approving the 3D digital proof, you will receive a 100% full refund with no cancellation fees applied.
- Post-Approval Cancellations: Once the digital proof is approved and mass production has started, the order is locked into fabrication. Cancellations cannot be accepted, and payments are non-refundable due to the custom nature of the materials utilized.
3. Digital Proof Review & Accuracy
Our team provides meticulous 3D digital mockups and flat structural layouts for every order. It is the customer's responsibility to carefully review text spelling, logo placement, color breaks, dimensions, and layout configurations before clicking approval. KCustomBoxes is not liable for typographical errors, incorrect dimensions, or design oversights that were present in the formally approved proof.
4. Damaged Shipments or Defective Products
We perform rigorous quality assurance checks before any shipment leaves our manufacturing floor. However, if your packaging arrives severely damaged during transit or exhibits structural or printing defects that do not match your approved proof:
- Notify our customer support team within 7 business days of delivery.
- Provide clear photographic or video evidence documenting the damage or defect.
- Our quality team will review the claim promptly and coordinate a reprint or appropriate resolution for the affected items.
Need Help With an Existing Order?
If you need to request an urgent modification or have questions regarding your current project timeline, our team is available to assist you.