Packola Refund and Return Policy
At Packola, we put care and intention into every custom packaging piece we create. Our goal is to help brands of all sizes access beautifully made, custom packaging that feels as good as it looks. If your order does not arrive as expected, we are here to guide you through the next steps and ensure you receive a product that reflects your brand’s quality.
Order Cancellations and Refunds
You may cancel your order any time before it reaches the status of “In Production.” Because each Packola order is produced specifically for you, refund amounts are based on the time between the payment date and the cancellation date.
If your order includes multiple items and one or more have already been produced or shipped, the value of those completed items including tax and shipping will be deducted from your refund.
Approved refunds are issued to your original payment method. Please allow 5-7 business days after approval for the refund to appear on your account.
After Your Order Enters Production
Once your order moves into “In Production,” our team has already begun creating your custom packaging. At this point, refunds are handled at Packola’s discretion, since materials and labor have already been allocated to your project.
Because all Packola products are custom-made, we are not able to accept returns for items that are not defective. This includes orders placed with incorrect sizes, quantities, or artwork.
Reprints and Support for Defective Products
We take quality seriously. If something arrives damaged or does not match your expectations, we will help make it right. Please report any concerns within three days of delivery so our team can review the issue and determine the best next steps.
How We Handle Defects
- We may request photos or a return shipment of the affected items so our team can carefully review the issue.
- If a return is required for quality review, Packola will cover the return shipping cost for defective items.
How We Handle Items Lost or Damaged in Transit
If your order arrives damaged in transit, don’t worry. Reach out to our team, and we’ll take it from there.
- We’ll work with the carrier to review what happened and help determine the best next steps.
- If a replacement is needed, we’ll coordinate a reprint and reshipment.
- Orders under $250 may qualify for expedited reprint and reshipment.
Reporting an Issue
Please notify us within three days of receiving your order if something is not correct. This allows our team to address your concern quickly and maintain the level of quality our customers expect.
To start a claim, email us at claims@packola.com and include the following details:
- Your order number
- A brief description of the issue
- Photos of the affected items and packaging if applicable
Frequently Asked Questions
Yes. You may cancel your order as long as it has not reached the “In Production” stage.
This is the point where your box begins the manufacturing process. Once production has started, refunds are no longer guaranteed because materials and labor have been assigned to your order.
Your refund will be adjusted to reflect the value of any items that have already been produced or shipped, including tax and shipping.
We will help you resolve the issue as best as we can. Send photos or return the items if requested, and we will create replacements at no cost to you.
If your order is lost in transit, don’t worry. Reach out to our team, and we’ll take it from there.
All concerns must be submitted within 3 days of receiving your order.
Please email your claim details and photos to claims@packola.com. Remember to include your order number so we can assist you as quickly as possible.
Assembly issues are usually caused by one small step being missed. Please watch our short video tutorial for a quick walkthrough. It typically solves the issue right away.
Watch here:
For information about your returns policy, please view our Terms of Use.
Data Subject Rights
Privacy Request
You may have certain rights with respect to the personal information we collect and process. These rights vary by state and country and depend on your residency. These rights are not absolute and we reserve all of our rights available to us at law in this regard. Please complete the below form to exercise one of your data subject rights, where applicable. We will process your request within the time provided by applicable law.