Policy

Policy Overview

This page outlines how Custom Packly handles privacy, quotes, proofs, production, shipping, returns, refunds and website use. It brings our Privacy Policy, Shipping Policy, Return & Refund Policy and Terms & Conditions together in one place for easy reference.

Last Updated: March 18, 2026

Privacy Policy

We value your trust and treat your information with care. This section explains what we collect, how we use it and when information may be shared as part of running our website and providing custom packaging services.

What We Collect
We may collect the information you provide directly, including your name, company name, email address, phone number, billing details, shipping details, quote request information, uploaded artwork, packaging specifications and any message you send through our forms, email or phone.
We may also collect limited technical and usage information such as your browser type, device type, referral source, pages visited and general website activity through cookies, analytics tools and similar technologies.

How We Use Information
We use information to prepare quotes, review packaging requirements, communicate about orders, create proofs, process payments, coordinate production, arrange shipping, improve website performance, maintain internal records and help prevent misuse or fraud.

Cookies and Analytics
Our website may use cookies and similar tools to support site functionality, remember preferences, measure traffic and improve overall performance. You can manage cookies through your browser settings, although disabling certain cookies may affect how some parts of the website work.

How We Share Information
We may share information with trusted service providers that help us operate our business, including website hosting providers, analytics services, payment processors, file storage tools, production partners, shipping carriers and customer support platforms.

We may also disclose information if required by law, to protect our rights or in connection with a business transfer such as a sale, merger or restructuring.

Artwork and Uploaded Files
Files you submit may include logos, artwork, dielines, specifications and other brand assets. You keep ownership of your materials, but you authorize us to use them for quoting, proofing, production, packaging and order fulfillment.

Data Retention
We retain information for as long as reasonably necessary to provide services, maintain records, resolve disputes, enforce agreements and meet legal, tax or operational requirements.

Data Security
We use reasonable administrative, technical and organizational safeguards to protect personal information. Even so, no online system or method of transmission can be guaranteed to be completely secure.

Your Choices
Depending on your location and applicable law, you may have the right to request access to your information, request correction of inaccurate information, request deletion of certain information or ask how your information is being used. You may also opt out of non-essential marketing emails by using the unsubscribe link or by contacting us directly.

Policy Updates
We may update this Privacy Policy from time to time. Any revised version will be posted on this page with an updated date.

Shipping Policy

This section explains how production timing, dispatch estimates and shipping responsibilities are handled for made-to-order packaging orders.

Service Area
Orders are primarily quoted and shipped within the United States unless another arrangement is approved in writing.

When Production Starts
Production timelines begin only after all required steps are complete. This may include final quote approval, payment confirmation, submission of complete artwork and specifications, proof or dieline approval where required and resolution of any file or print-preparation issues.

Estimated Turnaround
Any production timeline, dispatch estimate or delivery window shown on the website, in email or on a quote is an estimate unless confirmed otherwise in writing. Transit time is separate from production time.

Delays may happen due to artwork revisions, proof changes, material availability, carrier interruptions, weather, peak-season congestion or events outside our reasonable control.

Shipping Addresses
Customers are responsible for providing complete and accurate shipping information. If an address is incorrect, incomplete or changed after approval, extra charges, delays or re-delivery fees may apply.

Partial or Split Shipments

We may ship orders in multiple cartons or separate shipments when needed for production flow, inventory handling, product protection or delivery efficiency.

Risk During Transit

If a shipment arrives visibly damaged, please keep the packaging materials, take clear photos and contact us as soon as possible. If a shipment appears lost or damaged in transit, we will help review the issue with the carrier, but carrier investigation timelines and claim outcomes may vary.

Shipping Charges

Any shipping-related charges included in your quote or invoice will be shared before payment. Additional shipping costs may apply if the order scope, destination or delivery method changes after approval.

Delivery Delays

We are not responsible for delays caused by carriers, customs, labor issues, severe weather, public emergencies or other events outside our reasonable control.

Return & Refund Policy

Because custom packaging is produced to order, return and refund terms are different from standard retail purchases. This section explains when cancellations, claim reviews and approved remedies may apply.

Made-to-Order Products

Because our packaging is made to order, returns are not accepted for non-defective products once production has started. This includes change-of-mind purchases and orders with customer-approved errors in size, quantity, spelling, copy, layout or artwork.

Cancellations Before Production

If an order is cancelled before production begins, we may issue a full or partial refund depending on the work already completed. Non-refundable amounts may include design time, structural work, proofing, samples, setup, materials, administrative processing or other order-specific costs already incurred.

Claims for Damage, Defects or Shortages

Please report shipping damage, manufacturing defects or major shortages within 3 business days of delivery. To review a claim, we may request your order or quote number, a brief description of the issue, photos of the product and shipping carton, shipping labels and the number of affected units.

How We Resolve Approved Claims

If a claim is approved, we may choose the remedy that best fits the situation. Depending on the issue, this may include a reprint, remake, store credit, partial refund or full refund in limited cases.

Return Authorization

Please do not return products unless we authorize the return first. Unauthorized returns may be refused.

Production Tolerances

Minor variation is common in custom print manufacturing. Slight differences in color, finish, fold, board shade, placement, scoring or quantity that fall within normal commercial tolerances are not considered defects.

Proof Approval Matters

If a proof, dieline or production file is approved by the customer, the approved version becomes the production reference. We are not responsible for errors that were present in the approved file.

Terms & Conditions

These terms govern the use of our website and the ordering process for our custom packaging products and services.

Acceptance of Terms

By using this website, requesting a quote, submitting files, approving proofs or placing an order, you agree to these Terms & Conditions.

Orders and Quotes

Quotes are prepared using the information available at the time of quoting. A quote does not become a binding production order until it is accepted and the required approval steps are completed.

If product specifications, quantities, materials, finishes, dimensions, inserts, shipping method or artwork change, pricing and lead times may also change.

Payments

Payment terms will be stated on the quote, invoice or approved sales communication. Production may be delayed or paused until payment clears.

Artwork Responsibility

You are responsible for making sure all submitted files are accurate, complete and lawful to use. This includes spelling, legal copy, warnings, barcode accuracy, print placement, panel content and final dimensions.

You confirm that you own the rights to the files, logos, artwork and content you submit or that you have permission to use them.

Proofs and Approvals

When a proof or dieline is provided for approval, production should not begin until the approval process is complete where a proof is required. Once approval is given, later revisions may require extra time, extra cost or both.

Color and Material Limits

Printed color can vary from what appears on screen. Material type, coating, lamination, board shade, lighting and print method can all affect the final result. We work to match the approved print intent as closely as possible, but exact visual consistency across every material and production run cannot always be guaranteed.

Intellectual Property

You keep ownership of your submitted intellectual property. You grant us a limited right to use submitted materials only for quoting, proofing, production, packaging, shipping and order support unless another written agreement applies.

Website Use

You agree not to misuse the website, interfere with site operations, upload harmful files, attempt unauthorized access or use the site in a way that violates law or another person’s rights.

Limitation of Liability

To the fullest extent allowed by law, our total liability for any claim relating to a specific order or service will not exceed the amount paid for the affected order or service.

We are not liable for indirect, incidental, consequential, special or lost-profit damages, including loss of business, loss of opportunity, recall costs or reputational harm.

Force Majeure

We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, carrier disruption, labor disputes, raw material shortages, equipment failure, cyber incidents, government action or other emergencies.

Governing Law

These policies and any dispute related to the website or an order will be governed by the laws of the State of New Jersey, without regard to conflict-of-law principles. Any legal action arising from these policies should be brought in a court with proper jurisdiction in New Jersey unless another forum is required by law.

Policy Changes

We may update these Terms & Conditions and related policies from time to time. Any revised version will be posted on this page with an updated date.

Contact for Policy Questions

For privacy requests, policy questions, shipping concerns or order-related issues, please contact us using the details below.

Mailing Address

109 Country Village Rd, Jersey City, NJ 07305 USA

Phone

+1 (201) 680-8582

Email

info@custompackly.com

Website Contact

Please use our Contact page for privacy requests, order questions, shipping issues or policy-related concerns.

For full legal accuracy, we recommend having these policies reviewed before publishing.