Damaged or Incorrect Orders
What if my order arrives damaged or is not right?
We run quality checks before an order ships, but if something is wrong when your order arrives, we want to fix it. This page explains what to do, what usually qualifies and how we resolve it.
When your order arrives
- Look over the shipping boxes for visible damage before you accept delivery.
- If a box is visibly damaged, take photos before opening it. Photograph both the outer carton and the products.
- Report any damage or missing items to the delivery courier right away, as well as to us.
- Check your products against the approved proof and specifications: size, structure, print, material and finish.
We may ask you to keep the products and packaging for inspection, so please do not throw anything away until your claim is settled.
Report it within 7 business days of delivery
Email sales@packsdo.com or call +1 (312) 910-5253 with:
- Your order number
- Clear photos or videos of the issue (including the outer carton if it is damaged)
- A description of the problem and how many units are affected
Claims made after 7 business days may not be accepted, so please check your order soon after it arrives.
What may qualify
- Items that arrive damaged
- A wrong size or structure compared to the approved specifications
- Major print defects, such as misalignment, missing print or severe smudging
- An incorrect material or finish compared to the invoice
What usually does not qualify
- Minor color variation within normal print tolerance
- Differences caused by low-resolution files, RGB files or other artwork issues in the files you provided
- Typos or design errors that were present in the approved proof
- Delays caused by shipping carriers or customs
This is why the proof step matters: see artwork and proofs.
How we resolve it
If your claim is approved, we may reprint the affected items, send a replacement shipment, or offer a partial refund for the defective portion. In rare cases, where a reprint is not possible, we offer a full refund. Approved refunds are paid to the original payment method within 10 business days after we approve your claim.
You do not need to send approved items back unless we ask. If we ask you to return items for inspection, we cover the return shipping cost.
The full policy is on the Return and Refund page.
Frequently Asked Questions
How long do I have to report a problem?
Report it within 7 business days of delivery. Claims made after that may not be accepted.
What should I send when I report a problem?
Your order number, clear photos or videos of the issue (including the outer carton if it is damaged), and a description of the problem with the number of units affected. Send them to sales@packsdo.com.
What happens if my claim is approved?
We may reprint the affected items, send a replacement shipment, or offer a partial refund. In rare cases where a reprint is not possible, we offer a full refund. Refunds are paid to the original payment method within 10 business days.
Do I have to send the products back?
Not unless we ask. If we ask you to return items for inspection, we cover the return shipping cost.
Can I return my order if I just change my mind?
Custom orders are made to your specifications, so they are not eligible for return or exchange unless items arrive damaged or there is a verified manufacturing defect or production error. A sample is a good way to check before you order.
What if the print color looks slightly different from my screen?
Minor color variation within normal print tolerance usually does not qualify, because screens and print differ. For an accurate color check before you order, use a press proof: see artwork and proofs.
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