Shipping policy

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means we have received your order in our system and authorized your payment method for the purchase.

Production & Order Shipment:

We are not responsible for carrier shipping delays, and no refunds will be issued or claims made for carrier shipping delays.

Our order cutoff time is 12pm PST.  Production times are based on the order cutoff time and what you select at checkout.  We do not ship on Saturdays, Sundays or holidays.  Orders placed before the cutoff time on a business day start the production clock the same day.  Orders placed after the cutoff time start the production clock the following business day.  If there is a holiday during your selected time, production/transit time will be extended accordingly.  We will send you tracking information within 24 hours after production is completed to the e-mail address you provided when checking out.  If you do not receive tracking information from us after the production time has passed, feel free to follow up with us by text message at (619) 912-8091 or at collab@custom-packs.com

Production and transit times are dependent on what you choose at checkout.  We ship via the United States Post Office (USPS) and UPS.  The carrier and shipping method is selected at our discretion.  Orders of $75 or more have options to ship free by ground shipping.

No Shipping outside the USA.

Damages or Broken/Defective Products

When encountering damages, exceptions, or discrepancies during delivery, such as packaging showing signs of damage, dents, or missing items, it is important to follow these steps:

1. Conduct a visual inspection of the packaging to assess any damages, dents, or missing items.
2. If any issues are found, document the entire process from the beginning to the end by taking photographs.
3. In the event of package damage, carefully inspect the contents of the units visually.

By following these steps, you can effectively handle damage, exceptions, or discrepancies that occur at the time of delivery.

For prompt resolution, we advise taking pictures of the damage. Please send us photographs of the damage without delay. This will enable us to expedite reissuing your order.

Contact us right away by text message at (619) 912-8091 or email us at collab@custom-packs.com to expedite the process of getting your products delivered in perfect condition. 

Lost or Stolen Packages

If your package is lost or stolen, please contact us immediately.  This includes orders that are marked as delivered and you did not receive your package.  We will initiate an insurance claim on your order.  Claims can take up to 20 days to process from the date the package was shipped.  No refunds are issued for lost or stolen packages.  Your order will either be reshipped, or store credit will be issued.  If an insurance claim is initiated, you will be sent an affidavit to complete.

If a consecutive order is lost or stolen, your delivery address is deemed high-risk, and no compensation will be issued for the second order.

Production & Shipping Options:

Times are estimates and no refunds will be given for delays.  Please keep in mind we do not begin production or ship on Saturdays and Sundays.  There is no production and shipping on holidays.

Ground shipping takes up to 5 business days

Air shipping takes 2-3 business days

 

Production & Shipping Options:

5 Business Days Production (Ground Transit)

5 Business Days for Production (Air Transit)

2 Business Days for Production (Air Transit)

 

Example #1a

Your order is placed on a Friday before 12pm PST and you select the 5 Business Days Production (Ground Transit) option, your order is expected to be received by the second following Friday.

Example #1b

Your order is placed on a Friday before 12pm PST and you select the 2 Business Days for Production (Air Transit) option, your order is expected to be received by the following Friday.

 

Example #2a

Your order is placed on a Friday after 12pm PST and you select the 5 Business Days Production (Ground Transit) option, the production on your order will not begin until the following Monday.  Your order is expected to be received by the second following Monday.

Example #2b

Your order is placed on a Friday after 12pm PST and you select the 2 Business Days for Production (Air Transit) option, the production on your order will not begin until the following Monday.  Your order is expected to be received by the following Monday.

 

We are active contact us:

Phone: (619) 912-8091

Email: collab@custom-packs.com