Refund & Reprint Policy

Effective date: November 5, 2026 Last updated: November 5, 2026

Custom packaging is printed to order for your brand, so you can't just put custom boxes back on a warehouse shelf. That is why CubitPack LLC ("CubitPack", "we" or "us") keeps our promise simple: before you pay, you see a digital proof and a 3D mockup. If your delivered order is wrong because of us, you choose what happens next: a free reprint or a refund.

1. How to report a problem (3 quick steps)

1. Reach out within 14 calendar days of delivery: Contact us 24/7 by live chat, email at hi@cubitpack.com, phone, text or WhatsApp at (785) 274-9175.
2. Send clear photos and your order reference: Include photos showing the issue close up, a wider photo showing how many units are affected, and a photo of the outer shipping cartons and labels.
3. Pick your resolution: Your dedicated account manager reviews the photos against your approved proof and order specs, confirms the issue promptly, and sets up either a priority free reprint or a refund, whichever works better for your timeline.

Please hold onto the affected packaging and outer shipping boxes until we finish reviewing your claim. In rare cases where we need a few sample pieces sent back to inspect a press or coating defect, we email you a prepaid return label at our expense.

2. What counts as our mistake (100% covered)

You qualify for your choice of a free reprint or a refund (pro-rated to the affected portion of the run, or in full if the whole run is affected) whenever:

• Print mismatch: Artwork, text, layout or foil/spot-UV placement on the finished packaging does not match the final digital proof you approved.
• Wrong specifications: Inside dimensions, box style, board thickness or material grade, lamination, finish or add-ons do not match your approved written quote and proof beyond normal commercial board and die-cut tolerances.
• Pantone color mismatch: You ordered a specified Pantone (PMS) spot ink and the printed color is visibly off from the corresponding Pantone reference swatch book beyond normal substrate absorption on that stock.
• Shortage beyond the 5% press allowance: Your delivered count falls more than 5% below your ordered quantity and you prefer a reprint or refund for the missing units beyond the standard unit-price billing adjustment.

3. Damaged in transit (free reprint, zero carrier hassle)

Carrier rough handling shouldn't stall your product launch. If any cartons arrive crushed, wet, punctured or damaged in transit:

• Send photos of the damaged packaging and the damaged outer shipping boxes within 14 calendar days of delivery.
• We reprint the damaged units free of charge and ship replacements to you.
• We file and handle the carrier claim ourselves, so you never spend hours chasing freight paperwork.

4. Cancelling before production starts

Changed your mind or paused a product launch before going to press? You can cancel free of charge, for a full refund, at any time before you approve your final proof (excluding already-delivered standalone work such as a completed brand identity package or a custom physical prototype you ordered separately).

Once you approve your final proof, custom board, dies and plates go straight into production and the order can no longer be cancelled.

5. Sample kits and paid samples

• $50 Sample Kit: Credited in full toward your first custom packaging production order. Because sample kits are packed and shipped right away, opened sample kits are non-refundable unless they arrive damaged.
• Custom printed samples: Priced per product and credited toward your matching full production run when you place the order.

6. What isn't covered

To keep expectations fair and clear on both sides, free reprints and refunds do not cover:

• Errors present on the proof you approved: Spelling mistakes, wrong phone numbers or URLs, unscannable customer-supplied QR/UPC codes, compliance text omissions, or incorrect box dimensions that matched the proof you signed off on.
• Screen-to-CMYK shifts without Pantone codes: Slight warmth or saturation differences between a backlit phone or laptop screen and standard four-color CMYK ink on kraft or paperboard when no Pantone spot code was ordered.
• Standard ±5% quantity variance: Over-runs or under-runs within ±5% of the ordered quantity, which are billed or credited strictly at your quoted unit price (see Section 8 of our Order terms).
• Damage after delivery: Moisture, sun fading, crushing or scuffing caused by storage or handling after the carrier delivers your order in good condition.
• Late reports: Issues reported more than 14 calendar days after the carrier's confirmed delivery date.

7. How and when refunds are paid

When you choose a refund, we issue it back to your original payment method (the same card, PayPal account, ACH bank account or wire origin used on the invoice). We trigger the refund as soon as your claim or pre-proof cancellation is confirmed, and most banks and card networks post the funds within 5 to 10 business days.

8. Contact us 24/7

Need help with an order right now? Reach your account manager or our 24/7 support desk:

• Company: CubitPack LLC (New York limited liability company)
• Address: 228 39th St, Brooklyn, NY 11232, USA
• Email: hi@cubitpack.com
• Phone, SMS & WhatsApp: (785) 274-9175