Returns & Refunds

Because every order of custom candle boxes is printed specially for the customer who placed it, we cannot take it back and resell it. This page explains what that means for returns, reprints and refunds.

1. Returns

Made-to-order boxes are non-returnable. There are no exchanges, for online orders or for invoiced orders.

2. If the mistake is ours

If we print something different from the proof you approved, make the wrong size or style, or the parcel reaches you with crushed panels, torn windows or boxes that arrived wet, we will run the order again and charge only 30% of the original order value.

3. What a reprint does not cover

Errors that were already present in the approved proof, such as typing mistakes, low-resolution images or colour choices, are not grounds for a reprint. Printed colour can differ slightly from what a monitor shows.

4. Reporting a problem

Write to info@candleboxesusa.com or call (914) 435-5154 within 5 business days of delivery. Include the order number and clear photos of the fault and of the shipping carton. Keep the goods until we tell you what happens next. Reports made later than 5 business days cannot be accepted.

5. Refunds

A refund is given only when we are unable to print your order, for instance if a material or size cannot be produced. We then return what you paid for that order to the original payment method. Orders that have been printed and shipped are not refunded.

6. Rush orders

The fee for 5-business-day rush production is non-refundable from the moment production starts.

7. Samples

Material samples taken from previous orders cost nothing. Custom samples in your size or print are paid, and the fee is non-refundable once the sample exists.

8. Cancelling

Cancellation is free before proof approval. Once the proof is approved, production begins and the order cannot be stopped.

Contact

Candle Boxes USA
2300 Pringle Drive, Chicago, IL 60610, United States
Email: info@candleboxesusa.com
Phone: (914) 435-5154