This policy explains how custom packaging orders and samples are shipped. Specific dates and delivery details for your order are confirmed in your quote and order confirmation, which take precedence over this general policy.
Where we deliver
We deliver to business and residential addresses across the contiguous United States (the 48 states and Washington, D.C.). Delivery to Alaska, Hawaii, Puerto Rico, APO/FPO addresses and other destinations can be quoted on request.
Production times
Production starts after you approve your proof and payment (or agreed deposit) is received. Typical production times are:
| Product type | Typical production |
|---|---|
| Mailer, shipping and corrugated boxes | 10–14 business days |
| Folding cartons (tuck end, auto-lock, sleeves, display) | 10–14 business days |
| Rigid, magnetic, two-piece and drawer boxes | 12–16 business days |
| Stand-up pouches | 10–14 business days |
| Tissue, stickers, cards, tape and bags | 5–10 business days |
| Sample kits | Usually ship within a few business days |
Business days exclude weekends and US federal holidays. Large quantities, complex finishes and peak seasons can take longer; your quote states the expected dates.
Transit times
Most orders arrive 3–7 business days after they leave production. Transit time depends on the destination, order size and carrier.
Shipping methods
- Parcel delivery (for example UPS or FedEx) for smaller orders, with tracking
- LTL freight on pallets for larger orders, with tracking and an appointment or delivery window where required
Corrugated and paperboard boxes ship flat to save space. Rigid boxes ship assembled in protective cartons.
Shipping costs
Standard delivery within the contiguous US is included in our estimates and quotes. The following are quoted separately when needed:
- Expedited or guaranteed-date delivery
- Liftgate service, inside delivery or residential freight delivery
- Delivery to multiple addresses (split shipments)
- Destinations outside the contiguous US
- Redelivery after a failed delivery attempt caused by incorrect address or access details
Freight deliveries
For pallet deliveries, please tell us in advance whether the address has a loading dock or forklift, whether a liftgate is needed, any delivery hours or appointment requirements, and a contact phone number for the carrier. Incorrect or missing details can cause delays and extra charges.
Tracking
We send tracking information by email when your order ships. Freight carriers may contact you to schedule delivery.
Inspecting your delivery
When your order arrives:
- Count the cartons or pallets against the delivery paperwork.
- Note visible damage on the delivery receipt before signing ("damaged carton", "pallet broken"). This protects your right to claim.
- Photograph any damage to cartons, pallets and contents.
- Inspect a sample of boxes from different cartons within 7 days.
- Report problems to hello@custompacka.ing with your order number and photos.
See our reprint guarantee for how we resolve defects, shortages and damage.
Delays
Carrier delays, weather, holidays and other events outside our control can affect delivery dates. We will tell you promptly if we expect a delay and work with you on options. If you have a firm in-hand date, tell us when you request your quote so we can plan production and shipping backward from it.
Overs and unders
Custom packaging production can result in slight variations in quantity. Industry practice allows small overruns or underruns; any tolerance that applies to your order is stated in your quote, and you are billed for the quantity delivered within that tolerance.
Title and risk
Risk of loss passes to you on delivery to the address you provide. If goods are lost or damaged in transit, we will work with the carrier and with you under our reprint guarantee.
Contact
Questions about a shipment? Email hello@custompacka.ing with your order number.
