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If something&#x2019;s not quite right with your order &#x2014; whether it&#x2019;s damaged, incorrect, or missing &#x2014; you can report it by filling out our Order Issue Form.Please include your order number, a description of the issue, and any photos if relevant. Our team will review it and get back to you as quickly as possible.

If something’s not quite right with your order — whether it’s damaged, incorrect, or missing — you can report it by filling out our Order Issue Form. Please include your order number, a description of the issue, and any photos if relevant. Our team w

How do I report an issue with my order?

FAQs

Returns, Errors & Order Issues

Do you have any guides for setting up artwork correctly?

What file types do you accept for printing?

Can I create my design using Figma or Canva?

What software do I need to create my design?

Can you help create my design for me?

Can I use a dieline from another supplier?

How do I download a product dieline from your website?

Can you check my design before I place an order?

Can I print multiple designs within the same order?

Do you have any printing guidelines I can follow?

What’s the difference between CMYK and RGB?

Can you create a 3D mockup of my design?

Do you offer help with artwork or a design service?

Can you send me a PDF proof before printing?

Artwork & Design Help

Can I place an order now and upload my design later?

Can I place an order offline and brief you in manually?

Can I mix different products or sizes into one order?

When does production start once I've placed my order?

How long is your standard production turnaround?

Do you offer express or rush production?

Can I request a specific delivery date?

Will I receive a proof before production begins?

How do I approve my proof or artwork?

What happens if I miss the artwork approval step?

How do I reorder a previous job?

How do I check the status of my order?

How do I download an invoice or receipt?

Can I change my order details after it has been placed?

Can I cancel an order after it has been placed?

What happens if my order details don’t match the supplied artwork?

How long do offshore or international orders take?

Can I upload new artwork after placing an order?

When should I place my order?

Orders & Timelines

How will my order be shipped?

What are your delivery timeframes?

Do you ship internationally?

Can I pick up my order from your facility?

Can you ship to PO boxes?

Can I use my own courier or shipping account?

Can I change my delivery address after ordering?

What should I know about pallet or bulk deliveries?

What happens if I miss my delivery?

How do I track my shipment?

Shipping & Turnarounds

What is CMYK digital printing?

Do you offer Pantone (PMS) colour printing?

Can you print using water-based inks?

Where are your materials sourced from?

What’s the difference between kraft, white, and coated cardboard?

Do you use FSC-certified materials?

Where are your boxes produced?

What thickness is the cardboard used?

Is your packaging safe for food use?

Can I print white ink on kraft packaging?

Do you offer foil stamping, embossing, debossing, or spot UV?

Do you offer matte, gloss, or uncoated finishes?

Materials & Printing

Can you send me a list of your available products?

How much do your products cost?

How can I get a quote?

Can I order a custom size?

Are your product dimensions listed as internal or external?

Do you offer any products that aren’t listed on your online store?

Do your prices change over time?

What is the minimum order quantity?

Do you offer packaging accessories like stickers, tape, tissue, or filler?

Do you offer discounts for ordering higher quantities?

Can I request a custom quote or bulk pricing?

Do you offer reseller pricing?

Do you have set up costs?

Do you offer any more premium packaging?

Products & Pricing

Can I order a printed sample of my design?

Can I order multiple unprinted samples to test sizing?

How long does a sample take to produce and deliver?

Can I order a sample in a custom size?

Can I order multiple designs of the same sample?

Samples

Is your company carbon neutral?

Is your packaging recyclable?

Do you offer carbon neutral or offset shipping?

Are your products made in Australia?

Are your materials FSC or PEFC certified?

What are the environmental benefits of CMYK digital printing?

Sustainability

Do I need an account to place an order?

How do I create or log into my account?

How do I reset or change my password?

How do I update my contact or billing information?

Can I save multiple delivery addresses?

Where can I find and manage my past orders?

Do you have a rewards program?

Is your platform built on Shopify?

Website & Account

What happens if my print doesn’t match the proof?

Can I cancel or edit my order after submitting it?

What if I uploaded the wrong artwork?

What’s your refund, reprint, or return policy?

Do you offer invoice terms or trade accounts?

What payment methods do you accept?

Do you accept PayPal or Afterpay?

Can I request a formal quote before making payment?

How do I update my payment details?

Can I pay via bank transfer?

Payment

How do I contact your team?

What are your customer support hours?

Can I speak to someone on the phone?

Can you help me place or manage my order?

Can I brief a custom packaging project offline?

Do you offer agency services or account management?

Contact & Support

Orientation of Design Elements

Converting Text to Outlines

Embedding All Files in Your Artwork

Saving Your File for Upload

Using the Correct Layers to Apply Your Design

Creating a Clipping Mask (Optional)

Designing in the Correct Colour Space

Extending Artwork to the Bleed Lines

Preparing Your Artwork for Print

Typography, Text and Lines

Black Settings

Graphics and Photography

Important Elements in Your Design

Printing Guidelines for Rigid Packaging

Printing Guidelines

Need help creating your packaging design from scratch?

Need help designing a logo?

Need help applying your design to our template?

Need help editing an existing file?

Hire a Designer

Artwork Guidelines

How Do I Set Up My Artwork Correctly?

How to Access a Design Template

How to View Pricing

How to Place an Order Online

Preparing a Printed Sample

Our Guide to Samples

How to Choose the Right Box Style

How to Measure Your Product for the Perfect Fit

How to Request a Custom Quote

Getting Started & Guides

Do You Have Standard Sizes?

Need a Custom Size?

Do You Have Other Styles of Packaging?

Packaging Design Templates

How do I report an issue with my order?Updated 11 days ago