Return and Refund

Last updated: October 4, 2026

This policy explains returns, reprints, replacements and refunds for orders from PacksDo.

1. Custom orders (made-to-order packaging)

Because our packaging is custom-made to your specifications (size, print, finish, artwork and quantity), custom orders are not eligible for return or exchange once they have entered the manufacturing process, unless:

• Items arrive damaged, or
• There is a verified manufacturing defect or production error that differs materially from the approved proof and agreed specifications.

2. What counts as a defect or error

Examples that may qualify:

• Wrong size or structure compared to the approved specifications
• Major print defects (misalignment, missing print, severe smudging)
• Incorrect material or finish compared to the invoice and specifications

Examples that usually do 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

3. Timeframe to report an issue

Please contact us within 7 business days of delivery to report damage, defects or discrepancies. Claims made after that may not be accepted.

4. How to submit a claim

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
• Any other details our team asks for

We may ask you to keep the products and packaging for inspection.

5. Resolution options

If your claim is approved, we may offer one of the following, depending on the situation:

• A reprint of the affected items
• A replacement shipment
• A partial refund for the defective portion
• A full refund, in rare cases where a reprint is not feasible

Refunds, if approved, are issued 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.

6. Damaged shipments

If the shipping box is visibly damaged on arrival, take photos before opening it, document the damage to both the outer carton and the products, and notify us within the timeframe above. Carrier-related claims may need additional documentation.

7. Order cancellations

You can cancel an order before production starts. Cancellation charges depend on how far the order has progressed, as set out in our Terms and Conditions. Once an order has shipped, it cannot be canceled.

8. Samples

Samples and sample kits are for evaluation and are not returnable. The cost of a sample is credited toward a qualifying order, as described on our Samples page. The Standard Sample Kit fee is not credited toward an order.

9. Contact

Email: sales@packsdo.com

Phone: +1 (312) 910-5253