Return Policy
Last updated: June 11, 2026
Packaging Pyramid is a United States–based custom packaging manufacturer. Because your boxes are made to your specifications, most orders cannot be resold or restocked. This policy explains how we handle quality issues, defects, and reprints — and how it works with our Terms & Conditions.
We stand behind our print, structure, and durability standards. If something is not right due to a manufacturing error on our side, we work with you in good faith to make it right.
Scope
This policy applies to custom packaging orders quoted and shipped in U.S. dollars (USD) to addresses within the United States, unless otherwise agreed in writing on your order confirmation.
Made-to-order products
Custom printed, die-cut, and branded packaging is produced only after you approve proofs and pay according to your quote. By nature, these products are not eligible for return or refund because of change of mind, color preference after approval, or errors in client-supplied artwork or specifications.
The following are non-returnable except where a verified manufacturing defect is confirmed:
- Custom printed or finished packaging
- Personalized, branded, or private-label orders
- Bulk or wholesale custom runs
- Paid design services (see Terms & Conditions)
Manufacturing defects and quality claims
If you receive products that are damaged, materially different from the approved proof or written specifications, or unusable due to a production error attributable to Packaging Pyramid, contact us promptly:
- Notify us within five (5) business days of delivery with your order number, a description of the issue, and clear photos (or samples where requested).
- Keep the full order intact. For defect review, the complete shipment may need to be returned or made available for inspection within ten (10) business days of delivery, as directed by our team.
Claims reported after these windows, or without adequate documentation, may not qualify for a reprint or adjustment.
How we resolve eligible issues
Our quality team will review your claim to determine whether the issue resulted from our production process or from factors outside our control (including approved proofs, client files, material choice, handling after delivery, or carrier damage).
- If the defect is our responsibility: We will reprint the affected order (or portion, as agreed) at no additional production charge, subject to verification. We do not generally issue cash refunds; reprint is our primary remedy for confirmed manufacturing faults.
- If the issue stems from approved artwork, specifications, or client-provided materials: Reprints or corrections may be offered at your expense at quoted rates.
Minor color variation between digital proof and final print (including RGB/Pantone to CMYK conversion) is common in custom packaging and is not, by itself, considered a defect unless otherwise guaranteed in writing on your order.
Shipping and transit damage
Risk of loss often passes to the customer when the carrier accepts the shipment. If cartons arrive visibly damaged from transit, note damage on the delivery receipt where possible, retain all packaging, photograph the damage, and contact us within five (5) business days so we can help coordinate a carrier claim and assess whether a reprint is appropriate.
Return authorization
Do not send products back without written return authorization from our support team. Unauthorized returns may be refused or returned at your expense.
Refunds
Packaging Pyramid does not offer refunds for custom manufacturing orders except where required by law or explicitly approved in writing by management (for example, if a reprint cannot be completed and no alternative remedy is acceptable). Approved refunds, if any, are issued to the original payment method and may take up to 14 business days to process after inspection.
Exchanges
We do not exchange custom packaging for different sizes, artwork, or styles. New specifications require a new quote and order.
Contact
To report a quality issue or request return authorization, email sales@packagingpyramid.com or visit our contact page. Our team is available Monday–Friday, 9:30 AM – 6:30 PM EST for sales and support inquiries.