Custom and personalized products
Most products sold by Pack Print Mail LLC are made to order using customer-selected specifications, personalized content, or customer-supplied artwork. Because these products cannot ordinarily be resold, they generally cannot be returned or refunded for a change of mind after production has started.
Damaged, defective, or incorrect orders
If an order arrives damaged, contains a material manufacturing defect, is materially different from the approved specifications, or includes an error caused by Pack Print Mail, we will review the issue and provide an appropriate remedy. Depending on the circumstances, that may be a reprint, replacement, partial refund, or full refund.
Report a problem within 7 calendar days
Email info@packprintmail.com or call 469-756-7680. Include your order number, a clear description of the problem, and photographs showing the product, packaging, and shipping damage when applicable.
Please keep the affected products and packaging while we review the claim. You do not need to physically return defective custom printing unless Pack Print Mail provides return instructions.
Cancellations
You may request cancellation before production begins. Contact us promptly because some orders can move into artwork review or production soon after payment and proof approval.
Once a proof has been approved or production has begun, cancellation is generally unavailable. If work has not begun, an approved cancellation will be refunded to the original payment method.
Proofs and customer-supplied artwork
Customers are responsible for reviewing and approving proofs and for the accuracy, resolution, spelling, contact information, layout, and other content in customer-supplied or customer-approved artwork. An error visible in an approved proof, or present in print-ready artwork supplied by the customer, is not considered a Pack Print Mail production error.
We may still be able to help with a corrected reprint at additional cost. See our Terms of Service for more information about proofs and commercial-printing tolerances.
Refund method and timing
Approved refunds are issued to the original payment method. After we submit a refund, the time required for it to appear is controlled by the payment network and the customer's financial institution.