Return & Refund Policy
Our Commitment to Your Satisfaction
We strive to deliver you high quality customized packaging at Pack Heap. Our returns and refund policy is easy to understand and equitable as each order is different. We’ve described our processes below so you should have a clear journey from end-to-end.
All Sales Are Final
Please note: All of our products are unique and custom, therefore, are final sale items. No refunds or credits will be issued unless we have made a definite mistake. If we do make a mistake in the order we will re-print it for you.
Order Cancellations
Orders may be cancelled during various stages of manufacture but cancellation fees may apply.
Cancellation Stages:
Stage 1 (Before design rework): Before your order is reworked in our design department it can be canceled. There is a $15 fee plus 5% of the total amount to cover payment processing, bank charges and initial design department fees.
Stage 2 (In Design Rework): If the order is cancelled in Stage 2, cancellation fee (which is about 20% of the total order amount) is payable to compensate the design department of the company for the charges involved in reworking the design.
Stage 3 (Sent to Press): We may not be able to guarantee that the piece will be cancelled at this stage, although we will try. When the order is cancelled successfully, at least 50% of the total order amount will be deducted for the expenses.
When your order has been picked up by your shipping company and sent, it’s final and cannot be cancelled.
Please Note: Refunds are not accepted for any order which has successfully been placed for design services.
Damaged, Defective, or Missing Items
For Re-Prints:
In the event that your order has any of the following issues, you are required to contact Pack Heap within 3 business days after the order was placed: Defect in order; Damage to order; Missing items. After this time, we assume no liability for claims made. The replacing must be made at 99% of what is received, within 10 days from the date of delivery, at your own cost. There are no returns without prior written permission from Pack Heap.
Damaged Packages:
A customer should check all packages for any noticeable damage or missing contents prior to taking delivery. For any damage or lost items, please contact Pack Heap and the delivery driver as soon as possible. If the customer does not make a claim within 3 business days of the delivery, then we will be liable to none.
Non-Refundable Charges
Please note that if you return your order for any reason, any charges for expedited printing (rush printing or shipping) are not refundable. This policy does not have any exceptions.
Printing Standards & Final Approval
Proofing and approval of final artwork and job specification sheet are your responsibility before printing. Pack Heap will not be responsible for any errors in a printed product that may result from any of the following:
- Spelling, grammar, and/or punctuation mistakes.
- Incorrect graphic orientation, positioning or font.
- Improperly sized die cuts, slits or missing/correct folds.
- Inaccurate finished product size.
We warrant the colour will be 90% accurate from the proof you have approved. For 100% color match, it is necessary to place the order for a hardcopy proof, which will be charged for. We will not be responsible for colour matching or ink density of screen proofs.
Contact Us
If you have any questions or need to start a claim, please contact our customer service team.
Email: sales@packheap.com