Our Quality Process & Policies

At The Custom Printers, delivering exceptional custom packaging is our highest priority. To ensure every project meets our stringent standards, we have established clear guidelines regarding production, quality assurance, cancellations, and refunds.

Our Quality Commitment

Every order goes through a rigorous pre-press inspection and quality control checklist. Since all products are manufactured specifically to your bespoke requirements, all sales are considered final. Refunds are only issued in the event of a significant, verified manufacturing error on our part. If such an error occurs, we are fully committed to reprinting your order at no extra cost to you.

Order Cancellations & Modifications

We understand that project requirements can change. Should you need to cancel or adjust your order, please note our cancellation tiers based on the production stage:

• Pre-Design phase: If we haven’t begun processing your artwork, we can cancel your order with a minor processing fee (typically $20 plus 5% to cover payment gateways).
• During Pre-Press & Proofing: If our design team has already invested time in preparing your proofs, a minimum 25% administrative and design fee applies.
• In Production: Once your order enters the printing press line, it is physically being manufactured. Cancellations at this point are generally not possible, but if halted, a minimum 60% fee is deducted to cover material and labor costs.
• Post-Dispatch: Orders that have been handed over to our shipping partners cannot be canceled or modified.

Handling Defects and Reprints

Your satisfaction is critical. If your shipment arrives with structural defects or noticeable deviations from the approved proof, please contact our support team within 3 business days of delivery.

To facilitate a reprint request:

• Please provide detailed photographs of the defects.
• In some instances, we may require you to return a portion of the defective batch.
• Requests made outside the 3-day reporting window cannot be accommodated.

Please thoroughly inspect your packages upon arrival before signing off with the courier. Any transit damage must be reported explicitly to both The Custom Printers and the shipping provider immediately.

Artwork Approval & Specifications

Clients are solely responsible for ensuring the accuracy of all submitted artwork. The Custom Printers will not be held liable for the following oversights in approved proofs:

• Typographical errors, incorrect grammar, or spelling mistakes.
• Improperly placed graphics or low-resolution imagery.
• Misaligned die-lines, folds, or structural dimensions provided by the client.

Our presses are calibrated to match industry standards, ensuring color accuracy within 90-95% of your digital proof. For projects requiring exact precision, we strongly advise requesting a physical hardcopy proof prior to full production.