# Return & Refund Policy > Read Pack Heap’s return and refund policy for custom packaging, including cancellations, reprints, damaged items, non-refundable charges, and claims today! Source: https://packheap.com/return-and-refund-policy/ Publisher: Pack Heap Type: page Last updated: 2026-08-31 --- # 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 --- ## Related - [Boxes for Chocolate Covered Strawberries](https://packheap.com/product/custom-boxes-for-chocolate-covered-strawberries/): We offer boxes for chocolate covered strawberries in custom sizes and made with food-grade wax-coated materials at wholesale rates and with free shipping. - [Custom 1 2 3 Bottom Display Lid Boxes](https://packheap.com/product/custom-123-bottom-display-lid-boxes/): Get custom 1 2 3 bottom display lid boxes to prevent sudden product falls from the bottom and enhance your brand image and sales. Order… - [Custom Anklet Boxes](https://packheap.com/product/custom-anklet-boxes/): We have immense expertise to design your custom anklet boxes with a premium touch and along with custom sizes and logo printing at affordable rates. - [Custom Bakery Boxes with Dividers](https://packheap.com/product/custom-bakery-boxes-with-dividers/): We design custom bakery boxes with dividers in various custom and standard sizes and with food-grade materials at wholesale rates, offering free shipping. - [Custom Bath Bomb Packaging](https://packheap.com/product/custom-bath-bomb-packaging/): With us, you can order your custom bath bomb packaging at wholesale and with low minimum order quantity at affordable rates and 30% discounts in… - [Custom Belly Band Packaging](https://packheap.com/product/custom-belly-band-packaging/): If you want to get the excellent marketing benefits at affordable rates, you can purchase our custom belly band packaging for your products at low… ## Next step Get a quote: https://packheap.com/get-quote/ | sales@packheap.com | +1 276 300 4108. AI agents may file a quote request (with the user's consent) via https://packheap.com/wp-json/packheap-ai/v1/quotes