Every PakGenie Product is custom printed with your design, so we cannot resell it. This policy explains when you can cancel, and what we do if something goes wrong. It is part of our Terms of Service.
1. Cancelling your order
Before you approve your proof: you can cancel at any time for a full refund. Email hello@pakgenie.com with your order number.
After you approve your proof: production begins immediately and materials are committed to your design, so orders cannot be cancelled or changed once a proof is approved.
If we do not hear from you: if we cannot obtain your proof approval or artwork within 60 days of your order, despite reminders, we may cancel the order and refund the amount you paid.
2. No returns for custom Products
Because Products are made to order with your design, we do not accept returns or offer refunds for change of mind, ordering the wrong quantity, size or option, or design choices you approved in your proof.
3. If something is wrong with your order
We stand behind our work. If your order arrives with a problem that is our responsibility, we will make it right. This covers:
- Printing defects: the printed design differs materially from your approved proof, or has clear production defects such as smearing, missing print or incorrect cutting.
- Wrong Product: you received a different Product, size or option from what you ordered.
- Damage in transit: Products arrived damaged and unusable.
- Shortfall: we delivered more than 5% fewer units than you paid for.
How to report a problem
Contact hello@pakgenie.com within 7 days of delivery and include:
- Your order number.
- A description of the problem.
- Clear photos of the affected Products and, for damage, the outer cartons and shipping labels.
Please keep the affected Products and packaging until we have reviewed your claim. We may ask you to send samples back. If we do, we will cover the return shipping cost.
How we resolve it
After reviewing your claim, we will, at our choice, reprint and reship the affected units at no cost to you, or refund the amount paid for the affected units. Reprints are produced with priority and shipped using our standard shipping unless we agree otherwise.
Claims reported more than 7 days after delivery may not be eligible.
4. What is not covered
The following are not considered defects:
- Errors in text, spelling, layout, sizing or content that appear in a proof you approved.
- Normal color variation between screens, proofs and printed materials, and between print runs or materials (for example, ink printed on kraft paper looks darker and warmer).
- Low resolution, blurriness or quality issues caused by artwork you supplied, where the issue was visible in your proof.
- Minor variations in size, cut, fold, print position or quantity within normal manufacturing tolerances, as described in our Terms of Service.
- Damage caused after delivery, including improper storage, handling or use.
- Delivery delays. Delivery times are estimates, as explained in our Shipping Policy.
5. Express shipping
Express shipping charges are refundable only if the order is cancelled before proof approval, or if the order is refunded in full because of an error on our part.
6. How refunds are paid
Approved refunds are issued to your original payment method. Once processed, refunds usually appear within 5–10 business days, depending on your bank or card issuer. Discount codes used on a refunded order are not reissued unless we agree otherwise.
7. Payment disputes
If you have a problem with your order, please contact us first so we can fix it quickly. Opening a chargeback or payment dispute before contacting us may delay the resolution.
8. Contact us
PAKGENIE CORP
Email: hello@pakgenie.com