At Custom Candle Packaging, every order is made specifically for your business. Because your packaging is produced according to your chosen size, artwork, materials, printing, and other specifications, we generally cannot accept returns simply because you change your mind or no longer need the packaging.
We do, however, want to make sure that any issue caused by our production is handled fairly.
Before Production Begins
Before we start production, you will have the opportunity to review your artwork and order specifications.
Please take a moment to check everything carefully, including:
- Logo and artwork
- Spelling and product information
- Box size and dimensions
- Colours
- Printing
- Materials
- Finishes
- Quantity
Production begins after you approve the final artwork.
Changes After Approval
Once you approve the artwork and production begins, any changes you request may result in additional design, material, or production costs.
If you need to make a change, please contact us as soon as possible. We’ll let you know whether the change can still be made and whether any additional cost applies.
If Your Order Arrives Damaged
If your packaging arrives damaged, please contact us within 3 days of delivery.
To help us understand what happened, please send:
- Your order details
- Clear photos of the damaged products
- Photos of the shipping box or packaging
- A brief description of the problem
We’ll review the information and work with you on an appropriate solution.
If We Make a Production Error
We stand behind the packaging we manufacture.
If your order has a confirmed production error and the finished packaging does not match the final artwork or specifications that you approved, please contact us so we can review the issue.
If the problem is confirmed to be our manufacturing error, we’ll work with you on an appropriate solution, which may include replacing the affected packaging.
Errors in Customer-Approved Artwork
Because production is based on the artwork and specifications approved by the customer, we cannot be responsible for mistakes that were included in the approved design or information provided by the customer.
This includes spelling mistakes, incorrect dimensions, incorrect colours, incorrect product information, or other details that were approved before production.
Refunds
Since our packaging is made specifically for each customer, we do not normally offer refunds for custom orders due to a change of mind, change in business requirements, or other reasons unrelated to a confirmed production issue.
If there is a verified manufacturing problem with your order, we’ll review the situation and discuss the appropriate resolution with you.
Need Help?
If you have a question about your order, a damaged shipment, or a production issue, please get in touch with us. Our team will be happy to review the situation and help you find the best solution.
Email: info@customcandlepackaging.com
Phone: +1 469 501 1118
Address: 539 W. Commerce St Suite 8371, Dallas, TX 75208