Every order is printed to your artwork and cut to your specifications, so custom boxes can't be restocked or resold; we don't accept change-of-mind returns. We do stand behind our own work without argument. If your order arrives damaged, misprinted, wrongly sized or different from the proof you approved, email us within 7 days of delivery with photos and we will reprint the affected quantity free of charge.
Why custom orders are treated differently
A stock product goes back on a shelf and sells to someone else. A box carrying your logo, your colours and your die line has exactly one buyer in the world. The moment your file goes to press and the board is cut, that inventory belongs to your brand alone.
This is also why we confirm everything in writing before taking payment: pricing, production time, shipping cost and final artwork. Nothing goes to press until you've approved your proof. That approval is the most important step in the entire process, and it's worth five careful minutes.
What we cover
You are covered whenever the fault sits on our side.
Printing and manufacturing defects
Smudged, streaked or patchy ink. Colours materially different from your approved proof. Misaligned registration. Lamination that lifts, bubbles or peels. Crooked, torn or incomplete die cuts. Weak glue seams. Boxes that won't fold or lock together.
Wrong specifications
Boxes delivered in the wrong dimensions, on the wrong stock, at the wrong thickness, in the wrong finish, or in a style that doesn't match your written order confirmation and approved proof.
Damage in transit
Crushed, torn or water-damaged cartons. Photograph the outer carton and shipping label before you unpack anything further; we need those images to file the carrier claim.
Short quantity
Commercial printing carries a small over/under tolerance of up to 5%. If your delivered count falls short by more than that, we produce the balance at no cost.
What we can't cover
Being direct about this saves everyone a difficult conversation later.
Errors are already visible in an approved proof. Typos, wrong SKUs or barcodes, incorrect ingredient or weight declarations, a low-resolution logo. We check technical printability, trim, bleed, resolution, and colour build, not your copy. If it was on the proof you signed off, it prints that way.
Change of mind after production begins, including new colours, revised dimensions, a different box style or an altered quantity.
Minor colour variation. Your screen emits light; ink sits on board. The same file prints differently on coated cardboard than on uncoated brown kraft, which absorbs ink and shifts every colour warmer and darker. Small variation between proof and press is normal in commercial printing and isn't a defect. If exact colour matching is critical to your brand, request a printed sample before we run the full order.
Damage after delivery, poor storage, humidity, water exposure, or damage during your own packing and fulfilment.
Boxes that have been assembled, filled or used, beyond the few needed to demonstrate the fault.
Free samples, which are supplied for evaluation only.
How to file a claim
1. Contact us within 7 days of delivery. Email info@customboxeszone.ca or message us on WhatsApp at +1-437-375-9200. Put your order number in the subject line so it routes straight to your production file.
2. Send photographs. We need the defect close-up, one full box, and the outer shipping carton with its label visible. For a printing issue, a photo of the delivered box beside your approved proof tells us more than any description.
3. We investigate. Our production team pulls your press-ready file and job ticket and compares them against what arrived. You will have an answer within 2 business days.
4. We resolve it. Depending on the finding, we reprint the affected quantity, replace the order, or issue a credit or refund. Where we need the goods back, we arrange and pay for collection on the approved claim. Please don't ship anything until we've authorised it, as unauthorised returns can't be processed.
Reprints, replacements and credits
A reprint is our first remedy, because usable boxes are what you actually need. A refund doesn't get your product onto a shelf or your orders out the door. Approved reprints go straight into priority production rather than joining the standard 8–12 business day queue.
Remedies are proportional. If 300 boxes in a 4,000-unit run are defective, we reprint those 300. If the fault runs through the whole batch, we replace the whole batch.
If a reprint no longer solves your problem, a seasonal launch that's already passed, a retail delivery window you've now missed, say so when you file. We'll discuss a credit or refund instead.
Cancelling an order
Cancel free of charge any time before you approve your final proof. After approval, materials are cut and press time is booked, so charges reflect the stage your job has reached. Get in touch as early as possible and we'll tell you exactly where it stands.
Claims support across Canada
Looking for a packaging supplier "near me" who actually answers when something goes wrong? We ship Canada-wide from Ontario, and claims work identically whether you are in Toronto, Montreal, Calgary, Vancouver or Halifax same process, same 2-day response, same team with access to your production file. Phone, email or WhatsApp, and you are speaking to a person who can open your job.
The best claim is the one you never file
If you're unsure whether your die line will fold cleanly, how a deep colour will sit on brown kraft, or whether 14 pt or 18 pt board suits your product weight, ask first. Send us the file for a free review or request a sample. Ten minutes of questions now beats reprinting 5,000 boxes later.