Terms and Conditions for Custom Printed & Custom Molded Goods

2. Color on screen vs. color in print

Your screen shows color differently than ink on paper does. The proof and the on-screen preview are a close guide, not an exact color match. A color shift between your screen and the finished product is normal and is not a defect.

Stock ink colors. Design Studio products print with our stock ink colors, shown in the Design Studio. Each ink is manufactured to a Pantone reference, but we don't mix or adjust colors ourselves and we don't color-match to your screen, your brand guide, a previous order, another product, or a printed sample. Colors outside the stock palette are special-order inks; they aren't available in the Design Studio, and our sales team can quote them separately.

Kraft and natural papers. Kraft paper is a natural material. Its shade varies between batches, and this changes how ink looks on it. Ink is semi-transparent, so the paper color shows through: light inks look muted, and every color looks warmer and darker on kraft than it does on the white proof background.

White ink. White is available on kraft. It prints directly onto the paper with no base coat, so it looks softer and less even than a dark ink on the same bag. This is how white on kraft looks and is not a defect.

Within a run and between orders. Shade and density vary slightly across a single run, and a reorder may not match a previous order exactly.

What this means. Color differences of these kinds are normal and are not defects. We don't reprint or refund for them, and we don't provide ink drawdowns or color samples for Design Studio orders. If you need a specific color match, contact our sales team before you order; some color requirements are beyond what this process can deliver, and we'd rather tell you that than take the order.

3. Over-run and under-run

Printing and molding sometimes produce a few more or a few fewer units than you ordered. Every custom product may ship up to 10% over or 10% under the quantity you ordered.

If we ship more than you ordered, you do not pay extra for the additional units. If we ship fewer than 95% of the quantity you ordered, we refund every unit short of the full quantity, in proportion to the price you paid, to your original payment method.

Count your order when it arrives and report a shortage within 72 hours of delivery, with the quantity you received. The refund in this section is your only remedy for a shortage; we don't reprint an order because it was short.

4. Cancellation and refunds

Design Studio orders carry a one-time setup fee, shown on your order before you pay. It covers the artwork preparation, plate and press setup for your design. Setup begins when you approve your proof.

You can cancel your order and get a full refund at any time before we begin that setup work. Once setup has begun but production has not started, you may cancel and we refund everything except the setup fee. Once production starts, we cannot cancel or refund your order.

Once you approve your proof we can't change the artwork, quantity, size, material or shipping address.

If we reject your artwork before production starts, we refund you in full. Refunds go back to your original payment method within 10 business days.

5. Your artwork and trademarks

You keep ownership of the logo and artwork you upload. By uploading it, you confirm that you own it or have the right to use it, and that printing it does not infringe on anyone else's trademark or copyright. You are responsible for this. We print what you upload; we do not check trademark rights on your behalf.

License. You give us permission to copy, resize, adjust and reproduce your artwork as needed to make proofs, plates and your products, and to share it with the manufacturing partners who produce your order. We don't use it for anything else without your permission.

If someone claims your artwork infringes their rights. You will cover our costs, including reasonable legal fees, for any claim that artwork you uploaded infringes a trademark, copyright, privacy or publicity right, or breaks a law.

We can decline artwork. We may reject any order that contains content we consider illegal, infringing, hateful, obscene, or that we don't want to print, and we may do so without giving a reason. If we reject artwork before production, we refund you in full (section 4).

Your files. We keep your uploaded files and proofs for 12 months after your last order so you can reorder. After that we may delete them.

Showing your product. We may photograph finished products to show examples of our work. Email us if you'd prefer we didn't, and we won't.

6. Lead times

The lead time we show is an estimate. It starts on the day you approve your proof, not on the day you place your order.

Lead time means production time. Shipping transit is added on top, and the arrival date we show combines the two. Neither is guaranteed. If you take several days to approve your proof, or ask for hand changes, your dates move with you.

We aren't responsible for delays caused by things outside our reasonable control, including carrier delays, weather, material shortages, equipment failure, strikes, or government action. A late order does not entitle you to compensation; Part C, section 1 applies. If we know your order will be materially late, we'll tell you. If you paid for expedited shipping and the delay was ours, we refund the difference between expedited and standard shipping.

If you have a hard deadline, tell us before you approve your proof. We may be able to confirm it in writing; a date we haven't confirmed in writing is an estimate.

7. Shipping

We ship Design Studio orders only within the United States. The shipping charge shown at checkout is the final shipping charge for your order.

Your address. We ship to the address you enter at checkout. Check it before you pay. We cannot ship to PO boxes, and we reserve the right to cancel and refund any order placed to a PO box address. If a package is returned or lost because the address was wrong or incomplete, we'll reship it once you confirm a corrected address and pay the second shipping charge.

Damage or loss in transit. Once we hand your order to the carrier, it's in the carrier's care. If it arrives damaged, tell us within 72 hours with photos of the packaging and the products, and keep the packaging; we'll file the claim and, at our option, reprint or refund the damaged units. If tracking shows a package lost, tell us and we'll reship or refund. If tracking shows a package delivered but you did not receive it, tell us within 72 hours of the delivery scan.

Split shipments. Large orders and orders with several items may ship in more than one package or on different days. Delivery estimates apply to the last package.

Large orders. Some quantities ship by freight on a pallet. Freight needs a commercial address or a liftgate; if your address can't take a freight delivery or nobody is available to receive it, redelivery and storage charges are yours.

8. Revisions

You can make unlimited changes yourself in the Design Studio before you approve your proof. If you ask our team to make a change to your proof by hand, the first change is free. We charge an art fee for the second and each later change our team makes by hand. The art fee is subject to change; we tell you the current fee before we do the work.

9. Manufacturing tolerances

Custom products are made by mechanical printing, cutting, folding, gluing and molding processes, and every run has small variations. Print placement and registration, trim and fold position, handle and gusset placement, finished dimensions, ink coverage on natural fibers, minor cracking of ink along creases, small production marks in areas hidden in use, and on molded goods parting lines, gate marks and surface texture can all vary from unit to unit and from the proof.

Each ink color is printed from its own plate and colors are never printed on top of each other. Where two colors meet, a hairline gap or slight overlap is normal. Very small text and fine lines can fill in, break up, or be hard to read; we may ask you to enlarge them before we approve your proof, and if you keep them, how they print is not a defect.

Variation of these kinds within the normal range for the process and material is not a defect. The test is practical: a variation is a defect only if it makes the product unusable for its intended purpose or makes your design materially different from the proof you approved, for example text that is cut off or unreadable, or a logo on the wrong panel. A shift you notice only when comparing units side by side, or against the proof with a ruler, is normal.

Each product has a printable area. The Design Studio shows it and won't let you place artwork outside it, because ink can't go on glue laps, gussets, folds, seams or handle patches. Keep text and fine elements well inside the printable area; elements near its edge may sit close to a fold or seam.

10. Defects, claims and what we'll do about them

What counts as a defect. A product is defective if it does not substantially match the proof you approved, the specifications on the product page, or the quantity rules in section 3. Variation that falls within the color range in section 2 or the tolerances in section 9 is not a defect. Errors that were visible on the proof you approved are not defects.

How to make a claim. Inspect your order when it arrives. Tell us about any defect, damage or shortage within 72 hours of delivery through our Support Center or by email to [email protected]. The 72 hours run from the carrier's delivery scan or, for freight, the signed proof of delivery. Include photos that clearly show the problem and, for shortages, the count you received. If we need to see the product, we may ask you to send us samples or return the affected units; we pay that shipping. Keep the affected units until your claim is resolved.

What we'll do. If we confirm a defect, we choose between reprinting the affected units at no cost or refunding what you paid for them, including a proportional share of shipping. If we cannot reprint within a reasonable time, or the order was time-sensitive and a reprint would arrive too late to be useful, we refund instead. A reprint uses the same approved proof. This is your only remedy for a defective order.

If you don't tell us in time. If we don't hear from you within 72 hours of delivery, or you use or distribute the products, you have accepted the order as delivered.

What's not covered. We can't reprint or refund for: errors on the proof you approved; color variation within the normal range in section 2; variance within the tolerances in section 9; damage from use, storage, or handling after delivery; products you altered; ordering the wrong size, style, quantity or material; or changing your mind.

2. Minimum Order and Inventory Holding

We will hold the minimum order quantity for a maximum of three (3) months from the date of completion. During this period, we will notify you regularly to coordinate the delivery and purchase of your custom printed goods.

3. Final Purchase Requirement

If, after three (3) months, there is any remaining inventory, you agree to take delivery and complete the purchase of the remaining goods.

4. Non-Purchase and Abandonment

In the event that you fail to complete the purchase within the three-month period, we reserve the right to invoice you for the remaining inventory. This measure ensures that we can maintain our production schedule and manage our inventory efficiently.

5. Communication and Cooperation

We value our partnership and are committed to working with you to ensure timely delivery and satisfaction with your custom printed goods. Please communicate any changes or issues promptly to avoid delays.

6. Cancellation Policy

Custom orders may be canceled within 5 days from the date of the purchase order. To request a cancellation, please contact us in writing within this 5-day period. Please note that after 5 days, the order is considered final. Once the production of customized components (such as artwork, molds, or any unique packaging elements) has begun, the order cannot be canceled or refunded. By placing a purchase order for a custom product, you agree to these terms and acknowledge that cancellations after the 5-day window are not permitted.

2. Setup fees, plates, molds and reorders

Design Studio orders. Your order carries a single one-time setup fee, shown on your order before you pay, however many ink colors your design uses. It covers the artwork preparation, plate and press setup for that design.

Sales-led orders. Plates, tooling and setup are charged as your quote sets out. For flexographic printing, every ink color in your design needs its own printing plate, and plates are normally quoted per color.

Plates, dies, molds and other tooling belong to us and our manufacturing partners, even though your setup fee or plate charge paid for them. We keep plates for 24 months after your last order, so an exact reorder does not need new plates and carries no new setup fee. A reorder with any change to the artwork, size, color or product is a new order, and may need new plates and a new setup fee.

Reorders are produced as a new run. They may differ slightly from your previous order in color, placement and paper shade, within the ranges in Part A sections 2 and 9, or the equivalent specifications in your Part B quote.

3. Materials and product changes

We may substitute a material of equal or better quality and the same general appearance if the one you ordered becomes unavailable. If the substitute would visibly change your product, we'll contact you first; you can accept it, or cancel for a full refund. Product specifications and materials on the site can change at any time, but the specifications shown when you approved your proof are the ones that apply to that order.

4. Using and storing your products

Paper products should be stored flat, dry and out of direct sun; humidity weakens paper and glue, and sunlight fades ink. Handle and load ratings on the product page are for evenly distributed weight in normal use. Unless the product page says a product is suitable for direct food contact, it isn't, and you're responsible for confirming that a product is suitable and compliant for how you intend to use it. Damage from use, overloading, storage or alteration after delivery isn't a defect.

5. Orders, pricing and these terms

An order is accepted when we send you a proof (Part A) or a signed quote confirmation (Part B). If we find a pricing or listing error before production starts, we'll tell you and you can accept the corrected price or cancel for a full refund. Prices exclude sales tax unless the checkout says otherwise.

Prices and fees can change. We can change our prices, setup fees, art fees and shipping charges at any time. A change takes effect as soon as it is published on the site, in the Design Studio, or at checkout. We keep the published figures current, but we do not have to announce a change or notify you before it applies. The prices and fees shown to you at checkout are the ones that apply to that order, and a later change does not affect an order you have already paid for. A price we have quoted to you in writing holds for the period stated on the quote.

The version of these terms in force when you approved your proof is the version that applies to that order. These terms, your approved proof and your order confirmation are the whole agreement for the order. Our general Terms and Conditions apply where these terms are silent, including governing law and dispute resolution. If part of these terms cannot be enforced, the rest still applies.

6. Quality, tolerances and claims for sales-led orders

Part A sections 2, 3, 9 and 10 apply to sales-led orders as well. Read "proof" as the proof or sample you approved, and "checkout" as your quote. Where your quote states a different tolerance or claim period, the quote applies.