This Shipping Policy explains how We Custom Packaging handles an order from production approval through dispatch and delivery. Because our packaging is commonly made to order, production time and transit time are separate parts of the delivery estimate.
Production and Processing
The estimated production period begins after payment requirements are met and the final artwork proof and specifications are approved. Quotes or order confirmations may include a project-specific turnaround time. Complex structures, specialist materials, premium finishes, large quantities, proofing changes or peak demand can require additional time.
Delivery Estimates
Delivery dates are estimates rather than guarantees unless a guaranteed service is expressly agreed in writing. Carrier delays, severe weather, public holidays, customs checks, remote destinations, incorrect addresses and other events outside our reasonable control may affect arrival times.
Shipping Charges
Any shipping charge is shown in the quotation, invoice or checkout before the order is confirmed. Additional charges may apply for remote areas, timed services, address corrections, redelivery, unusual pallets or split deliveries requested by the customer.
Dispatch and Tracking
Where tracking is available, dispatch or tracking information will be provided after the carrier collects the shipment. Tracking scans can take time to appear. Large or multi-part orders may be delivered in separate cartons, pallets or consignments and may arrive at different times.
Address Accuracy
The customer is responsible for supplying a complete and accurate delivery address, postcode, contact name and telephone number. Please tell us about restricted access, loading requirements or opening hours before dispatch. Costs caused by incorrect or incomplete delivery information may be charged to the customer.
Delivery Inspection
Please inspect the number and condition of cartons or pallets at delivery. Where possible, note visible damage or shortages on the carrier’s delivery record. Keep the goods and all packaging and contact us within 48 hours with the order number, photographs and details of the affected quantity.
Lost or Delayed Shipments
If tracking shows no movement or a shipment appears lost, contact us so that we can investigate with the carrier. Carrier investigations can take time. Any replacement, credit or refund is considered after the relevant facts and carrier findings are available.
Refused and Undeliverable Shipments
If delivery is refused or cannot be completed because of an incorrect address, unavailable recipient or access problem outside our control, storage, return and redelivery costs may apply. Custom products returned by a carrier are not automatically eligible for a refund.
International Delivery
For international shipments, the customer may be responsible for import duties, taxes, customs charges and local clearance requirements unless the quotation states otherwise. Customs procedures may affect delivery times.
Contact Us
For a delivery question, contact us through the Contact Us page and include your order number and tracking information where available.