Refund Policy

Last Updated: 5 May 2026

At The Innovative Packaging, all orders are custom manufactured to your approved specifications. Because every box is made specifically for your brand, our refund policy is structured around the quality of what we deliver rather than a general return window.

When You Are Eligible for a Full Refund

We will issue a full refund if:

The boxes you received are different from what you approved on the digital proof
The print quality, colours, or artwork do not match your approved design
The order arrived in a damaged or defective condition that was caused during production or shipping

Your proof approval is the reference point for all quality claims. We stand behind every order that is produced and shipped to specification.

How to Make a Claim

To submit a claim, contact us within 48 to 72 hours of delivery. Claims submitted after this window cannot be accepted, so please inspect your order promptly when it arrives.

To process your claim, we require:

Clear photos or video of the issue
Images of the outer cartons (as received)
Images of the affected boxes showing the defect
The batch or order number

Send these to sales@theinnovativepackaging.com or call +1 (302) 219-6751. Once your claim is reviewed and confirmed, we will process your full refund. Original packaging must be retained until the claim is resolved.

What Is Not Covered

The following are not eligible for a refund or replacement:

Orders where the issue matches the approved proof. Proof approval is final. We print what you approve.
Claims submitted after the 48 to 72 hour inspection window
Damage caused by the customer during storage or handling after delivery
Change of mind after production has started. Custom printed packaging cannot be restocked or resold.

Cancellations

Cancellations are not accepted once production has started. If you need to cancel before production begins, contact us immediately at sales@theinnovativepackaging.com. We will confirm whether your order is still in the pre-production stage and advise accordingly.

Payment is required upfront (100% or a minimum 70% deposit). No refunds are issued on custom orders that have been correctly produced to your approved specifications.

Shipment Delays

Our standard lead time is 8 to 10 business days from proof approval. Rush orders complete in 6 to 8 business days. These timelines cover production and standard dispatch.

We are not liable for delays caused by circumstances outside our control, including natural disasters, extreme weather events, courier-side delays after handover, or incorrect delivery addresses provided by the customer. If a delivery address is incorrect, any costs incurred to reroute or reship the order are the customer's responsibility.

All orders ship with tracking. If your order has not arrived within the expected timeframe, contact us and we will investigate immediately.