The Physical Box
Refunds are limited and typically approved only for verified manufacturing defects that materially affect usability (examples: incorrect size/quantity, severe structural failure, major production damage). Refunds are not provided for design preferences, change of mind, or issues outside our control (carrier damage, storage conditions, improper packing/handling). When possible, the primary remedy is replacement/reprint rather than refund.
The Customization Service
Customization includes design/print setup and any paid upgrades such as Premium Assistance (DIWM) or Do It For Me (DIFM). Service upgrades are non-refundable once work has begun. If printing quality is materially defective, any refund is limited to the paid service portion only, not the physical boxes. IMPORTANT: orders that include a free logo “as-is” with no paid upgrades have no service fees to refund (restricted to manufacturing defects only)
For the physical box, unless you’ve selected a subscription plan, refunds are limited and typically only approved in cases of major box manufacturing defects—not because of design preferences, changes of mind, or issues outside our control.
Due to the large and customized nature of our products, we do not accept returns. If the product you have received falls short of your expectations, please take a moment to review our refund policy provided below.
If your product conforms to our refund policy, you may keep, recycle, donate or dispose of it according to your preference once we have finalized the refund or replacement procedure.
We reserve the right to limit or decline refund requests. Due to the custom nature of our products, any order that has entered production is non-cancellable and non-refundable. If cancellation is requested prior to production, refunds will be issued minus the 3% non-refundable credit card processing fee we are charged regardless of status.
**30-Day Refund Policy**
We offer a 30-day refund period exclusively for manufacturing defects related to the box itself, such as damage to products that poses a threat to the structural integrity of the product. It's important to note that minor issues such as streaks, small tears, crushed box edges, or other minor dents that may occur during transportation are not considered manufacturing defects and are not covered under the refund policy. If 30 days have passed since your purchase, we are not able to offer you a refund for manufacturing issues.
If the uploaded logo meets the specified requirements (see Print Warranty below), we also provide partial printing refunds based on the severity of printing errors (measured as a percentage of boxes with errors compared to the total boxes produced and a percentage to spec).
Please note the following:
Refunds for printing issues are limited to the cost of the upgrades purchased with your order (not the cost of the boxes themselves...unless it meets the manufacturing defect definition and can't be used to delivery products)
Refunds for cancellations for Premium and Standard services are NOT possible if the files have already been sent (e.g. the work has been done)
Orders containing printing on only one side-panel are not eligible for refunds or replacements, as these boxes are sold in their existing condition (as-is).
Logos that are slightly off-center, with a deviation of up to 20% from the box's size, are not eligible for refunds, as slight shifts in alignment may occur during the printing process.
All printing complaints must be registered within 3 days of receiving your final printing job. Also, in order to qualify for a refund review, it is necessary to submit a picture of ALL of the affected items (since we often will send minor issues of up to 5 boxes...we make note of the count of these in QA...if over 5 boxes we'll already have sent a refund). Once we receive your complaint and the necessary photographs of the affected items, we will thoroughly review your order details and will respond to your email with our decision regarding a refund.
Please be aware that we maintain the right to deny or restrict refund requests. If 3 days have passed since you received your boxes, we are not able to offer a refund.
We take pride in offering competitive prices, typically 50-70% below those of our competitors. Consequently, our customers benefit from lower upfront costs, which may result in relatively smaller refund amounts compared to competitors whose prices may be higher (e.g., our $100 price vs. our competitors' $500, allowing them $400 extra for potential refunds).
For optimal print quality, we require black, single-color files for printing black ink on shipping boxes. Gradients, photographs, black backgrounds, and drop shadows are not supported as they can affect clarity and overall print quality. We do minimal file conversion to maintain design integrity.
If files that don't meet our requirements are submitted, print quality will be compromised and we will not provide refunds or replacements for the printed boxes. While we strive to provide great prints, our capabilities are limited with low-resolution images or colorful files.
If we contact you with concerns about the print quality of the provided file, offer guidance, and no action is taken, please be aware that we cannot offer refunds or replacements for boxes with suboptimal prints.
By clicking "ADD TO CART" you confirm that your submitted file complies with our specific requirements and approve it as your final proof (unless you choose Standard or Premium Assistance upgrade, in which case we will provide a digital preview for your review and approval).
CustomBoxes.io does not send pictures of printed samples or additional proofs to customers via email (unless the Standard or Premium Assistance upgrade is selected). Nor does it engage in modifying the artwork by adjusting the position or changing colors, design and contents of the artwork. Your artwork will be printed exactly as shown on the Preview Page and no changes can be made once your order is submitted.
We kindly advise you to prepare your file in advance to ensure it is of adequate quality and positioned within a printable area in the way you want it to be (see our guidelines).
By submitting your artwork, you accept full liability for its content and affirm that you possess the rights to it, ensuring that you are not violating any copyrights.
For customers who order Standard or Premium Creative Assistance, a digital preview will be emailed within 2-3 business days of the order date. Following the receipt of the digital preview, customers have a 2-business-day window to approve it or request changes/adjustments. Once this 2-business-day period has elapsed, we will consider it approved, and the order will be released for production. No further changes will be permitted.
If a customer fails to provide a correct email address and/or phone number, impeding our ability to obtain approval for the digital preview, the order will proceed to production, and no further changes will be permitted.
The chosen production timeline (Regular, Rush, or Extended) selected by the customer will commence either upon approval of the preview or after the 2-business-day review period has concluded. Thus, approval of the digital preview does not guarantee an immediate placement in the printing queue for your order. The production queue is organized according to the order date, the selected production time, and the box size (Standard vs. Special Order).
Refunds or returns due to dissatisfaction with the printing will not be permitted if the customer fails to approve the digital preview within the specified timeframe or if we are unable to secure approval for the digital preview due to inaccurate or missing contact information.
Artwork Changes for Repeat Orders & Multi-Design Orders (DP Required)
If no artwork is uploaded at checkout and no new artwork is emailed within 24 hours of placing the order, we will proceed using the artwork from your previous order.
If you make any modifications to your artwork or change any design elements between your original and subsequent orders, you are required to purchase a Digital Preview to review and approve the updated design before production.
Failure to purchase a Digital Preview may result in your order proceeding with the provided artwork as-is. CustomBoxes.io is not liable for any issues arising from unapproved changes in repeat orders. Digital Previews are also required for orders with multiple types of artwork within the same order.
Please note that Digital Previews are subject to the timelines outlined in our Digital Previews and Production Timeline section.
Production lead time refers to the time it takes for us to complete the printing process and prepare your shipping boxes for delivery.
Here are the estimated production times based on processing speed for both standard and special sizes:
Standard Sizes:
- Extended production: 7-9 business days
- Regular production: 4-6 business days
- Rush production: 2-3 business days
Special Order Sizes:
- Extended production: 10-15 business days
- Regular production: 7-9 business days
- Rush production: 4-6 business days
Please note the following:
**24-hour Cancellation Policy**
Once an order has been placed, you have a 24-hour window from the date and time of the order to request any changes to the order or a cancellation. After this 24-hour period has elapsed, unfortunately, your order cannot be cancelled or modified. Please make sure to review your order promptly if you have any concerns or changes to request.
If your cancellation request occurs after a digital preview has been delivered, we will issue a refund for your order minus the cost of the Digital Preview / Creative Assistance service, as this work has already been completed.
Please note the following:
Special size orders cannot be changed or cancelled, as they are sourced from our suppliers on a per-order basis.
Orders will be subject to a cancellation fee of 50% of the full order amount for special order sizes and for orders above $500 for standard sizes
We reserve the right to refuse any order or service to any customer who has displayed rudeness or holds expectations that are unreasonable and unrealistic that cannot be feasibly fulfilled. We maintain the right, but are not obligated, to restrict the sale of our products or services to specific geographic regions or jurisdictions. We retain the right to set limits on the quantities of any products or services offered. All descriptions of products or services, or product or service pricing, are subject to change at any time without notice, at our sole discretion. We reserve the right to modify or discontinue any product or service at any time. Any offer for a product or service on this site is considered void in locations where it is prohibited by law.
As the user, it is your responsibility to ensure that your order accurately specifies size, artwork, quantity, upgrades and that you enter the correct contact information and shipping address. CustomBoxes.io is not liable for any mistakes or errors made by the user during the ordering process.
CustomBoxes.io is not liable for errors in a final product caused by any of the following reasons:
Due to the nature of the printing and die-cutting processes, slight shifts in logo positioning, folding inconsistencies, or small alignment variations may occur. Minor gaps between flaps, uneven folds, or misalignments that do not affect the box’s ability to close securely and function properly are not considered defects and are not eligible for refunds or replacements.
As a general guideline
If the box can be closed with standard tape and used as a functional shipping box, it is considered within tolerance (unless the box is part of a subscription box program—see below).
Exceptions
If you are part of a subscription box program, where unboxing presentation and precise visual alignment are critical to the customer experience, please contact us before placing your order. You may be eligible for enhanced quality controls or alternate service options.
Due to the batch run method used by CustomBoxes.io, we cannot guarantee that every order will be the exact number of items specified. CustomBoxes.io can only guarantee that the order will fall within a 5% margin (plus or minus) of the original quantity. Although rare, in the event of an under run exceeding 5% of the order quantity, we will refund the difference for the missing items. Conversely, if more items are delivered than originally ordered, the user will be charged a fee for any items exceeding the specified quantity by more than 5%. This additional charge will be the unit price of the item multiplied by the number of extra items, plus applicable sales tax.
For the security of our customers and to prevent fraud, we do not allow shipping address changes after an order has been placed. Additionally, no address changes are permitted once the product has been shipped—no exceptions.
Address manipulation is a common tactic used in shipping fraud, where fraudulent actors alter delivery details to intercept packages. This can lead to significant losses for both businesses and legitimate customers, as highlighted by industry experts like Signifyd. Moreover, address changes after shipment often result in additional shipping costs, which we aim to avoid for operational efficiency and fairness.
Exceptions to this policy may be made prior to shipping in rare circumstances, such as:
Verified identity confirmation through additional security steps.
Delays caused by genuine errors in the original address entry.
If you believe your situation qualifies for an exception before your order is shipped, please contact our customer service team immediately. Exceptions are granted at our sole discretion and may require additional documentation or verification.
Shipping issues include a missing / lost package or damage to the product during transportation. If your tracking number has not yet updated and is still pending, please allow 3-5 business days for your tracking number to update before reaching out.
If your tracking number indicates that the package was marked as delivered, but you have not yet received your product, we recommend waiting for 24 hours. In some instances, delivery drivers may mark a package as delivered before it is actually delivered to the recipient's address.
If you are missing a package, before contacting CustomBoxes.io with a complaint, we recommend taking the following steps:
Verify that your shipping address is accurate.
Check in and around your home, as well as with your neighbors, to ensure the package hasn't been left nearby.
Look for any notices indicating an attempted delivery.
Allow 24 hours to pass to see if the package is delivered during that time.
If the issue persists, contact the carrier for further assistance.
If after trying these steps, you are still experiencing issues with your order, please reach out to design@customBoxes.io with your order and shipping details and we will review your order.
Following our review, if your order includes the Overboxes upgrade, we will initiate a claim with our shipping partner on your behalf. Please be aware that we can only process a refund once your claim has been thoroughly processed and approved by our shipping partner. The refund amount will be determined by the approval of our shipping partner's claim. Note some special order boxes over 40" (L+W+H) do not fit in overboxes, so we send them as protected as possible with straps.
Please keep in mind that if your claim is denied by our shipping partner, we will not be able to issue a refund.
On average, it takes approximately 5-7 business days to process claims. It can take up to 30 business days for us to receive an approved claim and refund amount from our shipping partner. We will only be able to process your refund in the amount that our shipping partner has approved for the claim. If your claim is denied, we will not be able to issue a refund.
If you selected strapped boxes instead of overboxes, please note that we will not be able to provide assistance with any shipping-related issues. In such cases, any concerns regarding shipping damage or lost packages should be addressed directly with UPS, FedEx, or the applicable LTL carriers (file a claim here UPS/Fedex).
Due to client variables outside of our control we do not guarantee performance and can't give any returns based on performance alone.
Our Subscription Program was designed for brands that rely on consistency, speed, and premium quality—especially for recurring shipments, influencer kits, and subscription boxes where presentation matters. As a member, you receive enhanced service protections, exclusive upgrades, and a more flexible refund policy to match your needs.
When you purchase a subscription, you’ll receive recurring deliveries based on the duration and frequency you select.
Your payment details will be stored securely, and you’ll be charged for each delivery unless you opt to pay in advance.
Some subscriptions may auto-renew at the end of their term. If you don’t want your subscription to renew, you can cancel it before the renewal date.
You can cancel or modify your subscription at any time. Links to manage your subscription are included in your order confirmation emails.
Please note that our discounted pricing is based on the frequency of deliveries (e.g., volume-based pricing for scheduled pre-orders). As a result, refunds are not available until you’ve fulfilled the subscription commitment, which is often tied to an annual production period.
Large volume subscriptions (typically over 10,000 boxes) for a pre-defined period of time (typically paid every 2 weeks x 6 payments) can NOT be cancelled or modified as this is a contract for you to pay for ALL of the boxes you committed to in order to get better pricing.
More accommodating than our standard policy—because we understand that recurring shipments must meet your customer’s expectations. If your subscription boxes show alignment issues, shape deformities, or inconsistencies that impact presentation, we’ll work with you directly to resolve them quickly through refunds, reprints, or credits.
Every batch of boxes in your subscription receives enhanced quality checks, inspecting more units per run to ensure consistent structural alignment, fold precision, and printing accuracy that meet elevated standards.
We go the extra mile to ensure every box is structurally sound and shaped properly, with tighter tolerances for flap alignment, fold consistency, and scoring. Our production team applies additional care to maintain uniformity—especially important for repeat visual experiences.
If your boxes are lost, stolen, or damaged in transit, we’ll personally handle the claims process with UPS or FedEx on your behalf. No back-and-forth required—just let us know what happened, and we’ll take it from there.
At CustomBoxes.io, we’re committed to helping small businesses grow with simple logo boxes, custom shipping boxes, and shipping boxes with logos that are affordable, reliable, and fast to produce. But it's important that every customer understands how our refund policy works—and the consequences of misusing the chargeback system, especially when it conflicts with our clearly stated terms.
Our refund policy is simple and designed to protect both our customers and our business. If there’s a legitimate issue—such as a manufacturing defect, delivery error, or misprint—we encourage you to contact us directly so we can make it right. Most issues are resolved quickly and fairly through our support team.
However, when a customer files a chargeback instead of using our refund process, and that chargeback contradicts our policy or is denied, it leads to consequences that are both serious and permanent.
We offer a fair, transparent refund process. But when a customer files a chargeback that violates our terms—and it is denied—the following consequences apply:
1. Permanent Ban from CustomBoxes.io
Your account will be permanently deactivated
You will not be able to place any future orders—even under a different name or business
2. Credit Card Repercussions
Your card issuer may flag your account or restrict your chargeback privileges
Repeated abuse may result in your account being closed
3. Inclusion in Fraud Databases
We reserve the right to report chargeback abuse to services like:
Ethoca
Verifi
MATCH list
These databases may prevent you from making purchases on other platforms.
4. Legal Exposure
A failed or fraudulent chargeback may constitute credit card fraud. In extreme cases, we may pursue civil recovery or legal action, especially if the cost of goods and services was substantial.
We want to help if something goes wrong. If your box doesn’t meet expectations or if there’s a service issue:
Email design@customboxes.io
Use the live chat support on our site
Click the support link in your order confirmation
We resolve over 99% of issues without escalation. There’s no need for chargebacks when support is one click away.
We offer some of the lowest prices in the industry by focusing on operational efficiency and minimizing fraud costs. That means:
We cannot refund produced boxes that meet functional standards
We do not offer “design dissatisfaction” refunds on one-off orders
We strictly enforce a zero-tolerance policy for chargeback abuse
We work hard to support entrepreneurs and creators with affordable custom boxes with logos for shipping. But our commitment to fairness means we also must protect the system for everyone.
If you file a chargeback that violates our refund policy and it’s denied:
You’ll lose access to CustomBoxes.io permanently
You may be flagged by your card provider
You could be reported to third-party fraud protection networks
Let’s keep things honest, affordable, and focused on building better businesses together.
