100% Quality & Satisfaction Guarantee

Refund & Return Policy

We take pride in our world-class custom packaging manufacturing. Learn about our quality assurance protocols, reprint policies, cancellation terms, or submit an official claim below.

File a Refund / Claim Request Read Policy Guidelines

Defect & Error Coverage

If your custom boxes arrive with manufacturing flaws, structural mismatches, or printing errors caused by our team, we will reprint the affected batch free of charge or issue a refund.

10-Day Claim Window

Report any discrepancies, shipping damages, or defective units within 10 business days of delivery with photos to expedite immediate QA resolution.

Flexible Resolution

Choose between expedited complimentary batch reprints, partial price adjustments/credits, or full monetary refunds processed within 3-5 business days.

SECTION 1

Nature of Custom Packaging & Personalized Goods

Because all custom printed boxes, rigid gift boxes, corrugated mailers, folding cartons, and accessories manufactured by Parcela® are custom-made to your bespoke dimensions, artwork, dieline specifications, and branding requirements, custom products cannot be returned for a standard change of mind once production has commenced.

Before any production run starts, our pre-press prep team submits a Digital 2D/3D Proof and Dieline PDF for your review and explicit sign-off. Your approval confirms that the dimensions, spelling, graphics, color codes, and finishing are verified and ready for plate-making.

SECTION 2

Cancellation & Order Modification

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Before Digital Proof Approval: Full 100% refund with zero cancellation fees if you cancel prior to approving artwork proofs.

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After Proof Approval but Before Printing: If custom die-lines, printing plates, or specific raw materials have been prepared, an administrative setup fee of 15% may be deducted from the refund.

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After Production Has Commenced: Due to custom tooling and raw material consumption, orders in active manufacturing runs cannot be cancelled or refunded.

SECTION 3

Defective Products & Manufacturing Errors

We stand behind the craftsmanship of every packaging piece we manufacture. You are fully eligible for a Free Priority Reprint or Refund under the following conditions:

The delivered packaging has structural defects (such as glue failure, incorrect folds, or delamination) making it unusable.
The finished product dimensions deviate significantly beyond industry tolerances (±1.5mm standard tolerance) from the approved die-line.
Printing errors or graphic omissions occurred that were not present on the finalized, approved digital proof.
The specified finishing (e.g., gold foil stamping, spot UV, embossing, soft-touch matte lamination) was omitted or improperly applied.

SECTION 4

Damaged in Transit / Freight Claims

All shipments are packed with multi-layer protective corrugated cartons and shrink-wrapped pallets. In the rare event that your boxes are damaged by courier freight:

Note the damage on the carrier delivery receipt / bill of lading upon accepting the freight.
Take clear photos of the damaged outer shipping cartons and affected internal products.
Submit a claim using the form on this page within 10 days of delivery so we can immediately initiate a replacement run and file a carrier claim on your behalf.

SECTION 5

Refund Processing & Timeline

Once your claim is evaluated and approved by our Quality Assurance team:

Reprint Orders: Dispatched into priority express production with no additional charge.
Monetary Refunds: Issued to your original method of payment (Credit Card, Wire Transfer, PayPal) within 3 to 5 business days.
Store Credits: Added immediately to your Parcela account with an extra 5% goodwill credit bonus for future packaging runs.

Submit a Refund or Claim

Official Quality & Returns Request

Order / Invoice # *

Order / Delivery Date

Full Name *

Company Name

Email Address *

Phone Number

Reason for Claim *

Affected Quantity

Preferred Resolution

Detailed Issue Description *

Photo / Video Proof LinksClear photos of packaging and shipping labels speed up approval within 24 hours.

By filling out this information, you agree and opt-in to be contacted by Parcela via calls, email and sms.I confirm that the details provided are accurate and understand that custom manufacturing claims are subject to batch quality review.

Need immediate assistance? Email us directly at support@parcela.com

Frequently Asked Questions About Returns & Refunds

How long do I have to submit a refund or quality claim?

All claims regarding manufacturing flaws, quantity mismatches, or shipping damage must be submitted within 10 business days from the tracking delivery date. This enables our QA lab to inspect manufacturing batch logs promptly.

What happens if I made a spelling or artwork mistake on my approved proof?

Because production follows the exact PDF/3D proof approved by the client, mistakes present in customer-approved artwork are not eligible for complimentary refunds. However, we offer a discounted rerun rate (up to 30% off raw materials) to support your re-order quickly.

How fast are batch reprints dispatched?

Once a claim is approved, replacement batches are flagged as Priority Rush and routed into production within 48 hours, typically cutting standard turnaround times in half.