Cancel or Change an Order
Can I cancel or change my order?
Plans can change, and we try to help. Tell us as soon as possible so we can tell you what is still possible. The earlier you tell us, the more options you have, because custom packaging is made to your specifications and each stage of production costs us time and materials.
How to contact us
Email sales@packsdo.com or call +1 (312) 910-5253, Monday-Friday, 9:00 AM to 6:30 PM CT. Include your order number and what you want to change or cancel, so we can check where your order is.
Canceling an order
Cancellation charges depend on how far your order has progressed. Here is how it works, from the start to the end of the process:
- Before you pay: nothing is charged. If you cancel after approving a quote but before paying, there is no charge.
- Soon after payment, before work starts: a full refund.
- Stage 1, quote approved and payment received: a 25% charge of the total to cover payment processing and bank fees.
- Stage 2, in our design department: a minimum 50% deduction of the total.
- Stage 3, sent to press: it might still be canceled, but we cannot guarantee it, and a minimum of 70% is deducted.
- Stage 4, shipped: the order cannot be canceled.
Our customer service team will tell you any charge that applies before anything is final. The full wording is in our Terms and Conditions.
Changing an order
Contact us as early as you can, ideally before you approve the artwork. Before approval, changes to the layout, text or colors are part of the normal proof process: see artwork and proofs. Once an order is in production, it is made to the approved specifications.
If you want to change the size, quantity, material or finish, tell us what you have in mind. We will tell you whether it is still possible and what it would mean for your order.
How to avoid changes
- Measure your product before you order: see measuring box dimensions.
- Check a sample if size, fit or color accuracy matters.
- Read your proof carefully before approving. Typos and design errors that were in an approved proof usually do not qualify for a reprint.
If your order has already arrived
If your order arrived damaged or does not match what you approved, that is handled differently from a cancellation: see damaged or incorrect orders.
Frequently Asked Questions
Can I cancel my order?
Yes, until it ships. Cancellation charges depend on how far your order has progressed, from no charge before you pay to a minimum of 70% once it is sent to press. Once an order has shipped, it cannot be canceled.
Will I be charged if I cancel before paying?
No. If you cancel after approving a quote but before paying, nothing is charged. An order canceled soon after payment, before work starts, is refunded in full.
Why is there a charge if I cancel after paying?
Custom orders are made to your specifications, and work begins after payment. The charge covers payment processing and bank fees at stage 1, and design and production work at later stages. See the Terms and Conditions.
Can I change the artwork after I approve it?
Tell us as soon as you can. Once an order is in production, it is made to the approved specifications, so please check your proof carefully before you approve it.
How do I request a change or cancellation?
Email sales@packsdo.com or call +1 (312) 910-5253 with your order number. We are available Monday-Friday, 9:00 AM to 6:30 PM CT.
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