Refund & Return Policy
Refund & Return Policy
Effective Date: May 25, 2026
PRIME PACK INDUSTRIES LLC ("Prime Pack") values customer satisfaction. Because our products are sold on a wholesale and made-to-order basis, return eligibility depends on product type and order specifications.
1. Custom-Printed Orders
Custom-printed boxes are produced specifically for each order and are not returnable or refundable except in the case of demonstrable manufacturing defect or shipping damage. By approving an artwork proof, the buyer accepts responsibility for the final production output matching the proof.
2. Plain Kraft (Unprinted) Orders
Unprinted stock orders may be returned within 14 days of delivery subject to the following:
- Boxes must be unopened, in original packaging, with all packing materials intact.
- A 20% restocking fee applies to all returned merchandise.
- Return freight is the responsibility of the buyer.
- Return Merchandise Authorization (RMA) must be obtained from Prime Pack prior to return shipment. Returns without RMA will be refused.
3. Manufacturing Defects
If product is defective due to manufacturing error (e.g., incorrect dimensions, structural failure, print misregistration on a customer-approved proof), Prime Pack will, at its option:
- Replace the defective product at no charge;
- Credit the buyer's account for the value of the defective product; or
- Issue a refund.
Defect claims must be filed within 14 days of delivery with photographs and lot/batch information. After 14 days, all sales are final.
4. Shipping Damage
Risk of loss passes to the buyer upon delivery to the freight carrier (FOB Origin). However, Prime Pack will assist buyers in filing freight claims and may, at its discretion, expedite replacement product pending claim resolution. Always inspect shipments upon delivery and note any damage on the freight bill before signing.
5. Cancellations
- Plain kraft orders: May be cancelled with full refund if cancellation is received before production begins (typically within 48 hours of PO).
- Custom-printed orders: Once artwork proof is approved and production begins, orders cannot be cancelled or refunded. If cancelled before proof approval, the 50% deposit will be retained to cover setup costs.
6. Refund Processing
Approved refunds are processed within 5-10 business days via the original payment method. Wire/ACH refunds may take 3-5 additional business days to appear in your bank account.
7. How to Request a Return or Refund
Contact our team within the eligibility window:
Email: info@pizzaboxwholesale.com
Phone: +1 (610) 509-0311
Reference your Purchase Order Number and provide a brief description of the issue.
Our team will reply within 1 business day with next steps including RMA, return shipping address, and any required documentation.