Last Updated: June 15, 2026
Our Commitment
At ZEE Packaging every single order we produce is custom made specifically for your brand and your product. Because of this nature of our business our refund and resolution policy is designed to be as clear, fair and transparent as possible for all our customers. Please read this policy carefully before placing your order so you know exactly what to expect if any issue ever comes up. If you have any questions at all our team is always here to help!
Order Cancellation
We understand that sometimes plans change and we will always do our best to accommodate cancellation requests wherever we can. However since our production process moves through several stages cancellation eligibility and any applicable fees depend on exactly where your order is in production at time of your request.
Stage 1 – Before Proof Approval
If you request cancellation before you have approved your digital proof you will be charged a $35 fee plus 5% of total order amount to cover payment processing, bank charges and initial design department fees. Remaining amount will be refunded back to you.
Stage 2 – After Proof Approval but Before Production Starts
If you have already approved your proof but production has not yet started a minimum of 20% of total order amount will be deducted as cancellation fee to cover prepress, setup and design department charges already incurred. Remaining amount will be refunded.
Stage 3 – Production Has Started but Order Not Yet Shipped (Sent to Press)
Once your order has been sent to press and production has begun we cannot guarantee cancellation at this stage but we will make every attempt to stop production if possible. If cancellation is successful a minimum of 50% of total order value will be deducted to cover material costs, production costs and setup fees already incurred.
Stage 4 – Order Has Shipped
Once your order has been collected by shipping carrier and has left our facility it cannot be cancelled under any circumstances. Custom packaging produced specifically to your design cannot be reused or resold to any other party.
How to Cancel
Contact our customer service team immediately by email or phone with your order number and reason for cancellation. Do not wait as every hour matters once production has started. We will confirm your cancellation request by email and advise on any applicable fees before processing.
Returns and Resolutions
Because all our products are custom manufactured to your specific design, size and specifications we do not accept physical returns of any kind. Sending packaging back to us is not required and we do not provide return shipping authorization for any order. Instead if your order has a genuine issue we resolve it directly through reprint or other appropriate resolution as outlined below.
What Qualifies for Reprint or Resolution
- Manufacturing defects that are clearly caused by ZEE Packaging production error
- Wrong material used that was different from what was confirmed and approved at proof stage
- Structural defects that make product unusable for its intended purpose
- Significant color variations that go well beyond normal industry tolerances and are not related to customer submitted artwork
What Does Not Qualify for Reprint or Resolution
- Customer approved artwork that contained spelling, grammar, design or layout errors
- Color variations that result from conversion of RGB to CMYK or screen to print differences
- Minor size tolerances of up to 1mm which are within normal printing industry standards
- Quantity variances of up to 5% above or below ordered quantity which is standard in printing industry
- Issues caused by incorrect or low resolution artwork files submitted by customer
- Products that have been used, altered or damaged after delivery by customer
Resolution Process
If you believe your order qualifies for reprint or resolution please follow these steps:
- Contact us within 7 days of delivery at [email protected] with your order number
- Include clear and detailed photographs showing the issue with both product and packaging
- Provide a full written description of problem and how it differs from your approved proof
- Wait for our quality control team to review your claim which takes up to 3 business days
- If claim is approved our team will advise on next steps which may include reprint, partial refund or other appropriate resolution
- Please keep affected products with you as our team may request additional photos or details during review process
There is no need to ship anything back to us at any point. All claims are resolved based on photographic evidence and information you provide directly to our team.
Sample Order Returns
Our sample orders are also non refundable due to their custom made nature. No physical return of samples is required or accepted under any circumstances. 50% of sample fee or sample cost can be credited toward a full production order.
Refunds
Company Error
If ZEE Packaging makes a confirmed manufacturing error that is clearly our responsibility and not related to customer approved artwork or specifications we will offer one of following resolutions at our discretion based on severity of issue:
- Free reprint of affected pieces or entire order
- Partial refund based on severity and extent of error
Please note that full refunds are not possible at all due to custom nature of our products, in such cases issue can only be resolved through reprints or partial refund as outlined above. There is no requirement to send any product back to us, our quality team makes their determination based on photos and information provided.
Customer Error
If issue in final product is caused by errors in customer submitted artwork, incorrect specifications provided by customer or errors that were present in and approved by customer in digital proof we are unable to offer a reprint or refund. Customer will need to place a new paid order with corrected artwork. Setup fees, prepress fees and shipping costs are non refundable in these situations.
Refund Processing Timeline
- Refund requests acknowledged within 3 business day
- Claims fully investigated within 5 business days of receiving all required documentation
- Approved refunds processed within 5 to 10 business days to original payment method
- Approved reprints completed within the same turnaround you selected for your order.
Shipping Damage and Lost Shipments
Visible Damage on Arrival
If your order arrives with visible damage to outer packaging please do following immediately:
- Do not sign for delivery until you have documented all visible damage
- Take clear photos of outer packaging and all damaged items before unpacking
- Note damage clearly on delivery receipt before signing
- Contact us within 7 days of delivery with photos and full description
- Keep damaged items with you in case our team needs additional photos, no shipping back is required
Concealed Damage
If damage is not discovered until after unpacking please report it to us within 7 days of delivery with detailed photos. Claims submitted after 7 day window cannot unfortunately be considered. There is no need to send damaged items back to us, resolution is based on photos and information you provide.
Lost Shipments
If your order has not arrived within expected delivery window or tracking shows no movement please contact us immediately. We will open a trace investigation with carrier immediately and keep you fully updated throughout process. If shipment is confirmed lost by carrier we will arrange replacement production where applicable. Carrier investigation must be completed before replacement can be processed.
Partial Orders and Shortages
Quantity variances of up to 5% above or below ordered quantity are within normal printing industry standards and do not qualify for refund or reprint. If shortage exceeds 5% of your total ordered quantity please report it within 7 days of delivery with photo documentation and shipping weight verification. Our team will review and provide appropriate resolution based on this information.
Quality Assurance
We take quality very seriously at ZEE Packaging and have strict processes in place to protect both you and us in event of any dispute. All orders are photographed before shipping, package weights are recorded, shipping labels are documented and video recording of packing process is maintained. These records allow us to verify condition of your order at time of dispatch and are used during any claim investigation process.
Our facilities are ISO certified under ISO 9001 for Quality Management, ISO 14001 for Environmental Management and ISO 45001 for Occupational Safety. Quality checks are carried out at multiple stages throughout production before any order is approved for shipment.
Chargeback Policy
We strongly encourage all customers to contact our team directly to resolve any concerns before initiating a chargeback with their bank or payment provider. Chargebacks filed for orders that were produced and delivered according to approved proof and specifications will be disputed by ZEE Packaging with full documentation including proof approvals, production records, shipping records and photographic evidence. All disputes must be raised through our customer service process first. If a chargeback is found to be unwarranted customer agrees to reimburse ZEE Packaging for any associated bank fees and dispute resolution costs.
Printing Standards and Final Approval
Customer is fully and solely responsible for reviewing and approving all text, artwork, spelling, grammar, design elements and specifications in digital proof before giving written approval. Once approval is given ZEE Packaging proceeds to production based entirely on approved proof. We are not liable for any of following issues in final printed product:
- Spelling, grammatical or punctuation errors in approved artwork
- Incorrect graphics orientation, placement or font usage
- Wrong die cuts, slits, missing folds or structural issues present in approved proof
- Incorrect finished product size resulting from wrong dimensions submitted by customer
- Color variations resulting from RGB to CMYK conversion
- Low resolution or poor quality images provided by customer
- Transparency or overprint issues in customer submitted files
Color reproduction is guaranteed to be within industry standard tolerances of approved digital proof. If exact color matching is critical for your project we strongly recommend requesting a custom printed physical sample before committing to full production run.
Important Notes
- All claims must be submitted within specified timeframes stated in this policy or they will not be considered
- Always document damage or defects with clear photos before contacting us
- Follow instructions provided by our team carefully throughout claim process
- Physical returns are not accepted for any product, all resolutions are handled through reprint, partial refund or other appropriate resolution based on photographic evidence
Changes to This Policy
We reserve right to update this policy at any time. Changes will be posted on our website and will take effect immediately upon posting. We will notify active customers of any significant changes. We encourage you to review this page from time to time to stay informed.
Contact Us
For any questions, concerns or to start a refund or resolution claim please reach out to our team:
- Email: [email protected]
- Phone: (646) 586-5308
- Hours: Monday to Friday, 9AM to 5PM ET
- Contact Form: zeepackaging.com/contact-us
Please always include your order number, delivery date, clear photos and a detailed description of your concern in all communications so our team can help you as quickly as possible!