At Zeno Packaging, our primary focus is producing high-quality custom packaging that meets or exceeds your expectations. Due to the highly customized nature of our products, our refund policy is designed to protect both the production standards and our customers' investments.
This policy outlines refund eligibility, cancellations, order defects, and processing timelines.
Refunds on Custom Orders
At Zeno Packaging, all our boxes and packaging solutions are manufactured to the precise specifications provided and approved by you. Because custom orders contain custom artwork, dimensions, materials, and branding, they are entirely unique to your business.
As a result, we generally do not offer refunds, returns, or cancellations once production has commenced. If an order has been completed and delivered, it is considered final sale.
We highly recommend requesting 3D mockups or print proofs before giving final production approval to ensure the box fits your product perfectly.
Cancellations & Pre-Production Refunds
If you need to cancel your order, you must do so before final design and artwork approval.
Cancellations requested after payment but before final artwork/mockup approval may be eligible for a full or partial refund, minus any design, setup, or administrative fees incurred during prepress.
Once final design approval has been submitted, materials are allocated and plates are made. At this stage, order cancellation is no longer possible, and refunds will not be issued.
Defects, Errors & Shipping Damages
If your order contains a clear manufacturing error, size mismatch, or printing defect that does not align with your approved design files and specifications, Zeno Packaging will review the order for resolution.
Possible resolutions for verified manufacturing defects or carrier damages include:
- A full or partial reprint/replacement of the affected items.
- Store or account credit for a future order.
- A partial or full refund on a case-by-case basis.
To report a defect or damage, contact us at sales@zenopackaging.com within a reasonable timeframe of receiving your package. Please provide photos of the packaging, labels, and cartons to assist our team.
Processing and Timeline
Once a refund or credit is approved by our management team, it will be processed and applied directly to your original payment method or Zeno account.
For credit card and bank transactions, refunds typically take between 5 to 10 business days to appear on your statement, depending on your financial institution's processing times.
Store credit is applied immediately to your account and can be used on any future order.
Contact Refund Department
If you have questions about refund eligibility, cancellation fees, or order issues, please reach out to our billing and customer service team:
Email: sales@zenopackaging.com
Please reference your order number and invoice in all communications to expedite the review process.
Frequently Asked Questions
Q: Can I get a refund if I entered the wrong box dimensions?
A: No. Since custom packaging is manufactured using the exact dimensions approved in the order proof, Zeno Packaging is not responsible for customer dimension errors.
Q: My order was delayed in shipping. Can I get a refund?
A: Zeno Packaging works diligently to meet all production and shipping timelines. However, carrier delays, weather, and custom checks are out of our direct control, and shipping delays do not qualify for a refund.
Q: How long does it take for a refund to show on my card?
A: Approved card refunds usually take 5 to 10 business days to post to your account, depending on your card issuer.
Q: Can I receive store credit instead of a refund?
A: Yes. In many cases, we can issue store credit which is available immediately for your next packaging order.