Packlane Refund and Return Policy

Q: Where should I send my claim request and pictures?

Send your photos and claim details to claims@packlane.com . Remember to include your account information or order number so we can look up your order right away.

We want you to feel excited every time you open a Packlane box. If something in your order does not meet your expectations, we are here to help make it right. Below is a simple guide to how cancellations, refunds, and reprints work.

Order Cancellations and Refunds

If you need to cancel your order, you can do so any time before it reaches the status of “In Production.” Custom packaging takes preparation and materials, so refund amounts depend on the time between your payment date and the cancellation date.

If your order has multiple items and something has already been produced or shipped, the value of that item including tax and shipping will be deducted from the refund.

Once your order is officially “In Production,” it means that our team is already hard at work bringing it to life. At this stage, refunds are handled at our discretion because materials and labor have already been scheduled for your order.

Approved refunds are sent back to your original payment method. Please allow 5-7 business days after approval for the refund to appear on your account.

Returns and Reprints for Defective Products

We take quality seriously. If anything arrives with a defect, we want to fix it fast so you can get back to enjoying your custom packaging. Since all Packlane products are made just for you, we are not able to accept returns for items that are not defective. This includes orders placed with incorrect sizes, quantities, or artwork.

How It Works

We may request photos or a return shipment of the defective items so we can see what happened and improve your experience.
If a return is needed, Packlane will cover the return shipping cost for defective items.

Reprint timelines vary depending on production capacity, but our team always works to get replacements as quickly as possible.

How Long You Have to Report an Issue

Please let us know within 3 days of receiving your order if anything looks wrong. This helps our team review your request and get everything corrected quickly.

Requesting a Cancellation or Refund

Need to cancel your order before production begins?
For pre-production cancellations, please call 877-508-1227.

Did something go wrong with your order?
Please email clear photos of the issue to claims@packlane.com, and our team will take a look as quickly as possible.

Frequently Asked Questions

Refund and Return Policy FAQ

Can I cancel my order?

Yes. As long as your order has not entered “In Production,” you can cancel it.

What does “In Production” mean?

This is the moment your packaging begins the printing and manufacturing process. Once it reaches this stage, we cannot guarantee a refund.

What if only part of my order has shipped?

If any items in your order have already shipped or been produced, the refund will be reduced by the value of those items including tax and shipping.

What if my order arrives damaged or defective?

We are here to help. Send us photos or return the items if requested, and we will reprint your order at no cost.

What happens if my order is lost or damaged in the mail?

If your order arrives damaged or doesn’t arrive, please contact our team. We will work with the carrier to review the issue and determine next steps.

If a replacement is needed, we will work with you on a reprint and reshipment. Orders under $250 may qualify for expedited reprint and reshipment.

How long do I have to report an issue?

You will need to report any concerns within 3 days of receiving your order.

Where should I send my claim request and pictures?

Send your photos and claim details to claims@packlane.com. Remember to include your account information or order number so we can look up your order right away.

My mailer box will not assemble properly. What can I do?

If your mailer box is not folding or locking together the way you expect, do not worry. This is usually a simple fix. Many assembly issues come from one small step being missed. Please watch our short video on how to assemble your box. It walks through each step clearly and should help you get everything put together correctly.

Watch it here:

For more information about your return guidelines, please view our Terms of Service.