BoxArt Packaging Customization Experts
Return and Exchange Policy
Version: 1.0

1.0 Policy Overview

Dear BoxArt Users:

Thank you for choosing our customized packaging services. We are committed to providing you with high-quality products and an exceptional customer experience.

Please understand that, given the highly personalized nature of our customized products, each order is produced according to your specific needs (size, material, design drafts, etc.) and cannot be resold. Therefore, we generally do not accept return or exchange requests for reasons other than quality issues (e.g., subjective dissatisfaction, results not meeting expectations, changing your mind after placing the order, etc.).

This policy only applies to major product quality issues that we have verified and confirmed are due to problems arising during the production process. Our goal is to provide you with a fair and reasonable solution after confirming the issue.

2.0 Definition of Quality Issues Eligible for Returns and Exchanges

You have the right to apply for after-sales service if the product you receive has any of the following major defects verified as being attributable to our production responsibility:

2.1. Serious Content Errors: The printed content on the product (including text, patterns, and colors) differs significantly and visually identifiable from the design artwork you finally confirmed and paid for in your order.

2.2. Specification/Material/Process Errors: The core specifications (e.g., box type), material (e.g., paper weight, type), or process (e.g., lamination type, hot stamping color) of the product are seriously inconsistent with the options explicitly selected in your order.

2.3. Serious Dimensional Deviations: The finished product dimensions (length, width, height) deviate from the order dimensions beyond the reasonable tolerance range of ±2mm specified in our "Customer Service Agreement".

2.4. Product Functional Defects: Due to process issues such as die-cutting, creasing, or gluing, the product cannot be properly formed, assembled, or fulfill its basic packaging function.

2.5. Severe Damage or Defects: The product has large areas of stains, ink spots, scratches, damage, or deformation not caused by logistics and transportation, seriously affecting the normal use and appearance of the product.

3.0 Scope of Issues Not Considered Quality Problems

To avoid misunderstanding, the following situations are not considered product quality problems, and we cannot provide return or exchange services based on them. The responsibility for these issues lies with the user or is an unavoidable objective situation within the industry:

3.1. [User Submission Errors]: Defects in the finished product caused by problems with the design submission itself. This includes, but is not limited to:

* Text Errors: Typos, punctuation errors, missing or replaced fonts.

* Image Issues: Blurry printing due to low image resolution, incorrect image format or color mode.

* Design Defects: Missing design elements (such as patterns, QR codes), incorrect content layout, improper bleed settings, etc.

We strongly recommend that you carefully proofread your final design before uploading the file.

3.2. **Reasonable Color Differences:**

* The colors you see on your computer or mobile phone screen (RGB color mode) inherently differ from the actual printed colors (CMYK color mode).

* Different printing batches, or observation under different lighting conditions, may result in a reasonable color deviation within the range of 5%-10%. This is normal in the printing industry.

3.3. **Reasonable Size and Process Errors:**

* The finished product cutting size may have a normal error within ±2mm.

* Printing registration, hot stamping, UV coating, and other processes may have positional deviations within ±1.5mm.

3.4. **Subjective Factors:**

* Based on your personal subjective judgment, such as "the color doesn't look good," "I don't like the paper feel," or "the design effect is not as expected."

3.5. **Logistics Issues:**

* Damage to the packaging and product caused by third-party logistics companies during transportation and delivery. In this case, we will assist you in filing a claim with the logistics company.

3.6. 【Natural Characteristics of Materials】:

* Some specialty papers or environmentally friendly recycled papers may have slight natural fibers or discoloration on their surface. This is an inherent characteristic of the material and does not constitute a quality issue.

4.0 Return and Exchange Application Process

To ensure your issue is processed quickly and accurately, please strictly follow the application process below:

4.1. Application Deadline: Please submit your application within 7 calendar days after your order's logistics status shows **"Signed for"**. Applications submitted after this period will be considered as product acceptance and we will no longer accept them.

4.2. Contact Information: Please send your after-sales application to our official customer service email: heyijiapack@163.com.

4.3. Required Supporting Documents: Your application email must include the following:

* Email Subject: "After-sales Application + Your Order Number".

* Clear Problem Description: Describe the problem you encountered in detail.

* Valid Visual Evidence:

* Photos or videos clearly showing the defective area.

* One clear photo showing the entire problematic product.

* One photo of the package including the shipping label.

4.4. Review and Processing:

* After receiving your complete application materials, our after-sales team will review them within 2 business days and contact you.

* If the situation is complex and requires verification with the production department, the processing time may be extended accordingly.

4.5. Solution:

* For quality issues verified as our responsibility, we will provide one of the following solutions based on the severity of the problem and your wishes: ① Free reprint or ② Partial or full refund.

* If you choose reprinting, we will use the design files and specifications of your original order for production; modifications are not supported.

* If you need to return the problematic product, we will bear the corresponding return shipping costs.

5.0 Other Important Notes

5.1. Before you reach a solution with our after-sales team, please be sure to keep the problematic product, original packaging, and all relevant documents.

5.2. Shenzhen Mingshigu Technology Co., Ltd. reserves the right to the final interpretation of this "Return and Exchange Policy" within the scope permitted by law, and has the right to revise it according to business needs.

If you have any questions about this policy, please feel free to contact us via customer service email.

Packaging Customization Order Instructions

Packaging Customization Order Instructions

Dear Customer,

Welcome to our professional customized packaging services. Excellent packaging begins with rigorous and precise pre-production preparation. To perfectly present your design concepts, our team of pre-press standardization experts and process engineers have jointly written this instruction for you.

Please carefully read and follow the following guidelines with your designer before placing an order. This not only ensures that your order enters the production process efficiently and accurately, but is also the fundamental guarantee of the final product quality.

I. Customization Process Overview

We follow standardized process management to provide you with a clear and controllable customization experience:

Online Configuration and Instant Quote: You can configure your requirements (box structure, precise dimensions, materials, printing processes, quantity, etc.) online through our platform's automatic quotation system to instantly obtain accurate and transparent order quotes. For complex processes or special requirements, you can contact online customer service or a project manager for technical consultation at any time.

Order Payment and File Upload: After confirming the quotation, please pay the total order amount (or pay a deposit as stipulated in the contract). After payment, you can upload your design files.

File Standardization and Production Confirmation: Upon receiving your files, our in-house prepress engineers will conduct professional standardization processing and pre-review (Preflight Check) and promptly provide you with feedback on the review results or modification suggestions. If the files need modification, we will assist you until they meet production standards. Once the files are finally confirmed to be correct, the order will officially enter the production process.

Multiple Quality Controls and Packaging: During and after production, we conduct rigorous quality inspections (including dimensions, color values, and process accuracy) and use safe and reliable shipping packaging.

Shipping and Logistics Tracking: We will ship the goods through our partner logistics company and provide you with a tracking number for tracking purposes.

Receiving and Feedback: Upon receiving the goods, please promptly check the quantity and quality. If you have any questions, please contact us immediately within the agreed timeframe.

II. Core Technical Specifications for Design Files
A qualified, production-ready pre-press file is the foundation of a perfect finished product. Please ensure your designer strictly adheres to the following industry standards:

File Formats and Versions:

We accept design files in AI (Adobe Illustrator), PDF, PSD (Adobe Photoshop), and CDR (CorelDRAW) formats.

We strongly recommend using vector software (AI, CDR, PDF) to ensure absolute clarity of all graphics and text at any scaling.

Version Compatibility Warning: Different software versions may cause changes in file content, especially common in CorelDRAW files. Please carefully review the files upon final confirmation. We are not responsible for content changes caused by version differences.

If the file contains bitmaps (photos, renderings, etc.), please ensure their resolution is at least 300 DPI and that they are embedded in the file.

Color Mode and Settings:

Color Mode: The file must be set to CMYK (four-color printing) mode. Any elements in non-CMYK modes such as RGB or spot colors (Pantone) will be automatically converted to CMYK unless otherwise specified. This conversion may produce unexpected color deviations, for which we cannot provide after-sales service.

Black Usage: For ordinary black text or thin lines, please use solid black (C:0, M:0, Y:0, K:100) to avoid misregistration.

For large areas of black, we recommend using "Rich Black," with suggested values ​​of C:40, M:30, Y:30, K:100. Do not use black with a total four-color value of 400%, as this will cause ink drying difficulties and smudging on the back.

Total Area Coverage: The total CMYK ink volume in any area of ​​the document should not exceed 280% to prevent printing smudging.

Bleed, Safety Zone, and Size:
Bleed: For white cardboard, silver cardboard, and other cardstock packaging, the bleed is 3mm.
For corrugated paper and ribbed paper packaging, the bleed is 5mm.
All design elements (background, color blocks, images) along the cut edge must extend outwards to the specified bleed size.

Safety Zone: Important text, logos, QR codes, and other core content must be placed within an area at least 5mm inside the cut line. Reasonable physical errors exist in finished product cutting; if core content is too close to the edge, the risk of it being cut off is borne by the customer.

Fonts, Lines, and Overprinting:
Fonts: Before submitting the document, all text must be outlined (converted to curves). Unconverted text may result in missing, skipped, or replaced characters due to font library incompatibility. We cannot provide after-sales service for this issue.

Extremely Fine Line Limitations:

Printing Lines: Solid lines must be ≥ 0.1mm (0.28pt), reverse lines must be ≥ 0.15mm.

Embossing/Debossing Lines: ≥ 0.3mm.

Foil Stamping Lines: Solid lines must be ≥ 0.3mm, cutout lines must be ≥ 0.5mm.

Silkscreen/UV Printing Lines: Solid lines and cutout lines must both be ≥ 0.4mm.

Lines below these standards may not be clearly displayed or may be lost entirely; the customer is responsible for this.

Overprint: By default, please ensure that overprinting is disabled for all colors except for monochrome black text. We are not responsible for printing errors caused by incorrect overprint settings or the use of settings such as "overprint fill" or "unclosed curve fill" that are not detectable under normal inspection.

Die-cut lines and process layers:

Please store die-cut lines (cutting lines, creasing lines) on separate layers from the design content, defining them with a single spot color and naming them "Die Line" or "刀线" (Die Line), and setting them to Overlay.

For special processes such as hot stamping, UV coating, embossing/debossing, etc., please create a separate layer for the process area, fill it with another spot color, clearly name it (e.g., "Foil", "UV"), and also set it to Overlay. When two or more processes overlap in the same location, there may be production risks; please consult customer service for confirmation.

Special process specifications:
Window application process: The edges of the window opening must be at least 12mm away from the creasing line (fold line).

Barcode/inkjet printing: On white cardstock, it is recommended to use a single-color black (100K) for barcode filling. On specialty papers (such as kraft paper, silver cardstock), a white ink background must be printed below the barcode area; otherwise, it may be unreadable.

III. Printing Technology and Post-Processing

To meet your diverse needs, our platform offers both industry-leading traditional offset printing and modern digital printing technologies. Understanding their core differences will help you choose the optimal solution for your products.

Traditional Offset Printing

Suitable Scenarios: High-volume production (generally recommended for orders of 1,000 pieces or more), cost-sensitive orders, and orders requiring Pantone spot colors.

Key Advantages:

Cost-effectiveness: The higher the production volume, the lower the unit cost, resulting in significant economic benefits.

Color Stability: Maintains high color consistency for large-volume orders.

Wide Material Range: Compatible with most types of paper and specialty materials.

Considerations: Involves plate-making costs, therefore, a higher minimum order quantity is required; not suitable for small-volume orders.

Relatively long production cycle, including plate-making and machine setup time.

Digital Printing

Suitable Scenarios: Small-volume orders, personalized customization, proofing, rush orders, and projects with extremely high color requirements.

Core Advantages:

**Plate Making Required:** Print from a single piece, with no plate making fees, significantly reducing costs for small-batch orders.

**Fast Response:** Short production cycle, enabling rapid delivery.

**Accurate Color:** High color fidelity and excellent color consistency within batches. We strongly recommend this method for clients with extremely stringent color requirements, providing minimal color difference and a rich color experience.

**Personalization Enabled:** Easily achieves variable data printing (such as different serial numbers, QR codes, or patterns).

**Important Notes:** The unit cost is typically higher than traditional offset printing for mass production.

**Common Finishing Processes:** Regardless of your chosen printing method, we offer a wide range of finishing processes to enhance the quality and functionality of your packaging.

**Surface Treatments:**

**Lamination:** Applying glossy, matte, or soft-touch film protects the printed surface, provides water resistance, and enhances the overall texture.

**Varnishing:** Applying glossy or matte varnish.

Similar in function to lamination, but with a lighter and thinner texture.

Special Processes:
* **Foil Stamping:** Hot stamping in gold, silver, or red gold, adding a luxurious metallic sheen to packaging.
* **Embossing/Debossing:** Creating a three-dimensional embossed or recessed effect on specific patterns or text.
* **Spot UV:** Applying UV coating to specific areas, creating a visual contrast between glossy and matte finishes to highlight key elements.

Forming Processes:
* **Die-cutting:** Precisely cutting printed materials according to die lines.
* **Creasing:** Pre-pressing creases at folds to facilitate forming.
* **Window Patching:** Creating windows on the box surface and attaching transparent films for a direct view of the product inside.

IV. Objective Statement Regarding Printing Color Difference
We employ an advanced color management system and strictly adhere to the ISO12647 international standard in our production; however, printing color differences are an objective reality within the industry.

Color Reference Standard: Printed colors cannot be based on the colors of any display screen or printed artwork. Each device has a different color rendering principle and color space.

Variables Affecting Color:
* **Substrate Influence:** The same design will appear drastically different on different types of paper (e.g., glossy coated paper, matte art paper, natural kraft paper).
* **Subsequent Processing Influence:** Applying a glossy lamination will make colors more vibrant, while applying a matte lamination will make colors deeper.
* **Batch Physical Differences:** Ink, paper, and ambient temperature and humidity from different production batches can all cause slight color differences. The same document printed at different times will also have color variations.

**Color Difference Tolerance:** For ordinary white cardboard, a CMYK value error within 10% is considered normal.

For special non-cardboard materials such as silver cardboard, kraft paper, and film, the color difference of the main color tone within the same batch should be controlled within ΔEab ≤ 5.0.

Colors prone to color difference (unstable colors): Mixed colors such as gray, coffee, dark brown, dark red, dark green, blue-purple, deep purple, and fake gold are typical unstable colors in printing. These colors may show significant deviations between different batches, and even within the same batch. If you have strict requirements for these colors, please contact customer service; otherwise, we cannot provide after-sales service for color differences.

V. About Proofing and Logistics

Proofing: We offer two professional proofing methods to meet your different verification needs.

Standard Digital Proofing (Recommended): We default to using high-end industrial-grade digital printing presses for sample printing. This method offers stable and professional colors, highly reproducing the colors of the design draft, suitable for pre-production confirmation of most orders, and combining speed and quality advantages.

Traditional Offset Printing (Optional): If your order quantity is large, or you have special requirements and wish to completely simulate the mass production environment, you can also choose to use a traditional offset printing press for proofing. This method is more expensive and has a longer lead time; please communicate and confirm with your project manager before placing an order.

Logistics and Transportation: Finished products are heavy goods and are transported by land by default. Delivery time is affected by various factors; the arrival time we provide is only an estimated time based on experience.

VI. After-Sales Policy and Disclaimer

Customer's Responsibility for File Confirmation:

Please carefully check all content before final confirmation of the files, including but not limited to: logo size and clarity, text font/size/content, QR code size and clarity, image pixels, color, and layout. If the above issues exist in the files provided by the customer, the customer shall bear the responsibility.

If the files require minor modifications by our designers, please assume the final proofreading responsibility when we send them back to you for confirmation.

Our Rights to Adjust Files:

To ensure normal production, we reserve the right to make necessary pre-press adjustments to files such as missing bleed, text too close to the trim line, and four-color black text smaller than 12pt. We cannot inform you of every adjustment beforehand; please be aware of this.

Return and Exchange Policy: Customized products cannot be resold. **Unless the quality issue is caused by our production process (such as printing errors, incorrect materials, or dimensions exceeding tolerances), we will not accept any form of return or exchange.**

Handling of Quality Issues: If you find any quality issues caused by us, please raise your objection and provide clear evidence within 7 days of receipt. We will initiate an internal investigation to handle your issue. Objections will not be accepted after 7 days.

Quantity Tolerance: Due to machine adjustments and wear and tear, the delivered quantity of finished products may have a reasonable error of ±2%. For orders under 200 pieces, if there is a shortage, only the unit price difference will be deducted; no reprinting will be provided.

Receiving Instructions: Upon receiving the goods, please be sure to check that the outer packaging is intact. If you find any damage, dampness, or other issues with the cardboard box, please take photos as evidence and have the right to refuse to sign for the package. If physical damage not related to quality is discovered after signing, the customer will be solely responsible.

VII. Legal Liability and Compliance Statement
By submitting an order, the customer indicates that they have read, understood, and agreed to comply with our relevant laws and compliance policies. All customized services must comply with national laws and regulations.

For detailed terms, please refer to our "Legal and Compliance Statement".

Thank you for your trust and cooperation. We firmly believe that a meticulous start is half the battle. Let's work together to create amazing packaging designs!