At ONO Custom Boxes, customer satisfaction is our priority. Because we manufacture custom packaging according to each customer’s approved artwork, dimensions, and specifications, every order is made specifically for that customer. Please review our Refund & Return Policy before placing an order.
Custom Products
All products sold by ONO Custom Boxes are custom manufactured based on customer-approved artwork, size, material, printing, and finishing options.
Due to the personalized nature of our products, custom orders cannot be returned or exchanged unless they arrive defective, damaged, or contain a manufacturing error caused by ONO Custom Boxes.
Order Approval
Customers are responsible for carefully reviewing and approving all digital proofs before production begins.
Once artwork and specifications have been approved and production has started, changes, cancellations, or refunds cannot be guaranteed.
Eligible Refunds or Replacements
You may be eligible for a replacement or refund if:
- You received the wrong product.
- The product contains a manufacturing defect.
- The printing significantly differs from the approved proof due to our production error.
- The quantity received is substantially less than the quantity ordered.
- The order was damaged during shipping and the damage is reported within the required timeframe.
Each claim is reviewed individually.
Non-Refundable Situations
Refunds or replacements will not be provided for:
- Customer-approved artwork containing spelling, grammar, or design errors.
- Incorrect dimensions or specifications approved by the customer.
- Color variations within normal commercial printing tolerances.
- Minor differences caused by screen-to-print color variations.
- Customer change of mind after production begins.
- Delays caused by shipping carriers, customs, weather, or circumstances beyond our control.
- Damage caused after delivery due to improper handling or storage.
Reporting an Issue
If your order arrives damaged or contains a manufacturing issue, please notify us within 5 business days of receiving your shipment.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photos of the shipping carton and packaging (if applicable)
Failure to report issues within this period may affect your eligibility for a replacement or refund.
Inspection Process
Once your claim is received, our quality assurance team will review the information provided.
We may request additional photographs or ask that samples be returned for inspection before making a final decision.
Refund Process
If your claim is approved, we may, at our discretion:
- Replace the affected products at no additional cost.
- Issue a partial refund.
- Issue a full refund to the original payment method.
Approved refunds are generally processed within 5–10 business days, depending on your payment provider.
Order Cancellations
Orders may be cancelled only before production begins.
If production has already started, cancellation requests may not be accepted, and any applicable production costs may be deducted from any approved refund.
Shipping Costs
Shipping charges are non-refundable unless the return or refund is the result of our manufacturing error or shipment of an incorrect product.
Contact Us
If you have questions about this Refund & Return Policy or need assistance with an order, please contact us:
ONO Custom Boxes
Email: sales@onocustomboxes.com
Phone: +1 (917) 735-8399
Website: https://onocustomboxes.com/
Our customer support team is committed to resolving any issues promptly and fairly.