Frequently Asked Questions

We have listed common issues and questions in a clear category, helping you to locate what you need when you need, as quick as possible.

Shipping Information

Q. Do you ship / deliver internationally?

A. Yes, we ship to almost everywhere around the world. Our customers come from over 22 countries and regions around the world.

Q. How long do I need to wait for my customized items?

A. Standard delivery: 7 business days.
Express delivery: 2-4 business days.
Production lead time: 5 days for units under 100, 8 days for 101 – 500 units, 10 days for 501 – 1000 units, Contact Us if units over 1000.

Q. What are your shipping/delivery options and costs?

A. We offer standard delivery and Express delivery options. Delivery costs will depend on the product selected and recipient location. You can view our standard delivery costs provided for your reference.

Q. How do I check/track the status of my order?

A. An email notification will be sent to your email address with a tracking reference number and hyperlink once your item has been shipped (in rare instances where tracking is not available, an email with shipment date will be sent to you accordingly). Alternatively, you can track your order by clicking the Order Status located on our homepage on the upper right if you have logged in your account with us.

Q. How can I track my order online?

A. Your shipment notification will provide a link allowing you to track your item on the postal service site. You may also track your order online on our site by clicking on “Order Status” found at the upper right of any page( except pages of our online editor) after you logged in. It will provide you with information on the status of your order.

Q. Is there an option to send my gifts to an address other than my billing address?

A. Yes, please leave the “Shipping information same as billing information” unchecked, and enter recipient address accordingly.

Q. Can you deliver to P.O. Boxes?

A. Unfortunately, we are unable to deliver to PO boxes, APO & FPO addresses.

Q. Do you offer any other cheaper shipping options?

A. Yes, we do. For large bulk order shipments, we also offer shipping by sea as a cost-efficient option. Contact us for details.

Q. Will I be charged taxes upon delivery?

A. There are no taxes for shipping to the USA. For all other international shipments, recipients are responsible for any customs duties or taxes imposed by that country, which are collected by the carrier upon delivery. Please check with your local government agency or contact us for more information.

How to place an order

Q. Is there a setup fee?

A. No, we do not charge a setup fee for our products (despite it being a common practice in our industry). There are no hidden charges either. You just pay for your selected products and shipping charges and nothing more.

Q. Is there a minimum order quantity?

A. There is no minimum order quantity – you’re free to order just one. Our advanced and comprehensive production capabilities mean we are able to handle small quantities without the huge overheads, allowing us to pass on price benefits to our customers. Our facilities also allow us to cater for large quantities, printing up to 18,000 sheets per hour at cost-effective prices.

Q. Do I need to set up an account before designing and ordering?

A. No. However, the benefit of creating an account and logging in prior to customizing your items is that you are able to check your order status at your convenience.

Q. How can I change your custom packaging / printed box stock that I have already chosen?

A. If you have already added your design to your shopping cart, double-click the thumbnail image on the left-hand side depicting your design, a pop-up window will appear as shown the below image. Choose the packaging material to your preferred choice and press the “Update” button to save it. The new price will reflect your new chosen card stock.

Q. What is your pricing policy?

A. Though we make every effort to ensure all prices shown are accurate and up to date, errors can occur due to technical glitches. In the rare event that this should happen, CustomPrintBox.com reserves the right to correct prices with the appropriate notifications.

Q. What payment methods do you accept?

A. Visa, MasterCard, and PayPal.
Should you need more info on paying with the mentioned methods please download the relevant PDF file below:
Paying by Credit Card
Paying via PayPal
You will need Adobe Reader to view PDF files. download now if needed.

Q. Is it safe to use my credit card on your website?

A. Yes. It’s in both your interest and ours to ensure our service processes are safe. Our website uses Secure Sockets Layer (SSL)* technology to ensure that personal and credit card information, as well as your registration information and files submitted to us, remain secure via network encryption.
Additionally, Paypal is globally recognized as a secure payment gateway for transactions. For added assurance, opt to pay via Paypal which has industry-leading fraud prevention technology and policies.

To learn more about Paypal and SSL please click on the below:
Paypal
SSL

Q. Will I receive any confirmation of my online orders?

A. A confirmation email will be sent to you once we receive your order. We’ll also send you another email with tracking number and relevant hyperlinks to help you track your order once your products are shipped.

Q. Can I cancel or modify my order?

A. To keep our prices competitively low, we have automated our production facilities. As such, your order will automatically be filed in line for printing. We advise our customers to review their order and design details for correctness prior to clicking on “Submit Order” as cancellations/changes cannot be made thereafter. However, in cases where an artwork is a concern for printing purposes, our online builder will provide alerts during your design process.

Q. How do I use my coupon?

A. At the bottom of the checkout page, please enter your coupon code in the “Enter coupon code” box, and click “Redeem” button. Note, you may only use one coupon or discounted offer per order, and unless the coupon specifically includes shipping, shipping will not be included as part of the discount.

Q. Why am I getting an invalid promotional code message?

A. Check that you have entered the code correctly and check the coupon validity/expiry date.

Q. Is there any credit card transaction fees?

A. International credit card transactions may have international transaction fees (and a foreign exchange rate), which are generally a percentage of your overall purchase price. Please contact your credit card issuing bank for further details.

How do I reorder (same design / modify design)

Q. How do I reorder (same design / modify design)?

A. For a quick and convenient reorder checkout – log in and then click “Order Status” followed by the below procedures:

  • Step 1: Go to “Order status” and click on the relevant invoice number/order, and click “Reorder” in the top right-hand corner
  • Step 2: Click on “Submit Order” or amend shipping, payment, and order quantity prior to submit order
  • Step 3: (Optional) to modify your design, click “Edit” under your previous customized item followed with “Edit these images”. When you have finished modifying your design, you will be prompted to review your order prior to being directed to Step 2 shown above.

Artwork / image / photo submission tips

Q. What is pixel and how can I check the pixel adequacy of my artwork/image (photo)?

A. Pixel, or sometimes known as resolution, is the basic unit of measurement for digital images. A high-resolution image will result in a better print quality than a low-resolution image. In a nutshell, printing with low-resolution will result in a blurred
print quality, while a high-resolution will result in clearer and sharper print quality.To check pixel/resolution size of your artwork/image (photo):

  • Windows: right click on your file, select “Properties” and look under “Details”
  • Mac: right click on your file and select “Get Info”
  • Photoshop: choose “Image” and then “Image Size”

Q. Can I download the dieline file of box designs from CustomPrintBox.com? How can I use the dieline files for customizing my box/packaging?

A. You can download our dieline files for free if you are a registered member. The download link is below the “Upload Your Artwork” button in product page after you selected a box design template. Follow few steps guide below on getting started:

1.Choose and Download: Choose our box design and Download dieline template from CustomPrintBox.com.

2.Design and Upload: Use our dieline template to design your own custom printed boxes via software (such as AI) and upload your artwork file via “Upload Your Artwork” button in the product page.

3.Place the order: Add to cart and place order (If you are a registered member, the 3D preview will be provided via email once you placed the order before checkout.)

Q. What file format shall I use if I would like to upload my own box/packaging designs?

A. Our upload file function on product page accepts files in .ai .psd .pdf .svg .jpg, .bmp, .tif, .png, and .gif.

Q. How can I submit my artwork/image (photo) for customizing box/packaging designs?

A. You can upload your images straight from your computer via the upload feature located on the product page. If you do not have a digital image and need to have an image scanned, then please see below for scanning tips.

Q. Can I use scanned images? And are there any tips for using scanned images?

A. Yes you can use scanned images and for optimal quality please ensure the following:

  • Wipe your scanner bed to remove dust and particles
  • Scan original copy for optimal clarity (and not a copy version)
  • Glossy photos have a better scan quality than matt
  • Set the scan at 300 dpi

Q. Can I have the preview of my artwork?

A. Yes, you can click “Upload Your Artwork” button to upload your file to the product page. If you are a registered member, the 3D preview will be provided to you via email once you placed an order before checkout.

Q. Are there images (photos) that do not reproduce well?

A. The following is a list of images (photos) that DO NOT generally reproduce well:

  • Out-of-focus or blurred
  • Severe exposure issues (too dark or too light)
  • Have been altered or cropped
  • Scanned at 300 dpi
  • Shared/stored images from public websites
  • Images sent back and forth via email
  • Cell-phone images (unless the camera is 5 megapixels or above)

Q. How to prepare images for print bleeding and what is the safe area for ensuring my design is not cut off?

A. Safe Area and Print Bleeding

The Safe Area is highlighted with the red line based on a 300DPI image for print bleeding. Keep text and other important parts of your own design, image, or photo inside the Safe Area! During the production of your product, some of the
content outside the safe area may be cut off. Everything inside the safe area will be preserved. Note that the red line will not be printed but for your reference only.

Simple answer

Basically, please keep everything you want to be printed inside of the red lines for your custom printed boxes and packaging.

Q. Why can’t I resize my uploaded image (photos)?

A. If our online builder will not allow you to increase image size, it means that your uploaded image is at its maximum optimal size (going above will affect print quality).

If our system won’t let you reduce image size, it means your image is already at its minimum optimal size (going below will produce empty spaces).

However, if your image is resizable, you can resize it from the image edit screen by moving the slider left or right.

Q. Is there a quick way to move my Facebook images (photos) to your online builder?

A. Yes, you can conveniently do this by clicking on the Sign-in to Facebook button on the right-hand side of the online builder. Once you have signed-in to your Facebook account, you will have access to photos.

Getting help with your design

Q. Can you provide assistance with artwork design?

A. Yes. We have in-house designers who can assist you with your design if required. Contact us for more details.

Q. Can you do a complete artwork design service for me?

A. We currently do not provide a full design service but what we can do is assist you to add a simple design onto your packaging for print e.g. sending us an existing company logo or artwork that you wish to have printed onto your own custom printed boxes. Contact us for more details.

Q. I don’t want to use your online editor for my box design. Can I deal directly with a salesperson?

A. Yes, of course! You can choose to make your own custom printed boxes and custom packaging using our easy to use the online editor but if you prefer to do it offline and have a member of staff help you throughout the process to getting your custom boxes, we welcome that too. Contact us for more details and our experienced staff will be happy to guide you through the process.

General Information

Q. Do you ship internationally?

A. Yes, we ship to most international locations.

Q. How long will it take to receive my personalized item?

A. Your personalized item sent via standard shipping method should arrive within 8-10 business days (3 business days’ process + 5-7 business days in transit). We offer rush shipping by Express for additional charges. Orders with Rush handling will arrive
in 5-6 business days (3 business days’ process + 2-3 business days in transit).

Q. How much does shipping cost and what are my shipping options?

A. Shipping charges vary by the product you are ordering and by location you are shipping. We offer Standard Service and Express Service. Please click here to check.

Q. How will I know when my order has been shipped?

A. You will receive an email notification that your item has shipped and will include tracking information to check the progress of your shipment through the postal system. The shipping notification will be sent to the email address you provided to us when
ordering. There are instances when tracking is not available. In those cases, an email will notify you of the date of shipment only.

Q. How can I track my order online?

A. Your shipment notification will provide a link allowing you to track your item on the postal service site. You may also track your order online at CustomPrintbox.com by clicking on “Order Status” at the upper right of our homepage after you logged
in. It will provide you with information on the status of your order.

Q. Can I send my personalized gift to an address other than my billing address?

A. Enter your desired address in the shipping address section if you want to send a gift to someone else. If your shipping address is the same as your billing address, simply leave the “Shipping information same as billing information” unchecked.

Q. Can I ship my item to P.O. Boxes?

A. We do not ship to PO boxes or APO & FPO addresses.

Q. Why do my images take an age to upload?

A. Your images may take a long time to upload due to a variety of reasons including the below:

  • Your images are very large in size
  • You selected too many images to upload in the one go
  • You have a slow internet connection
  • Your PC or Mac is an old machine
  • Experiencing high load on your network
  • Timed out

If you are experiencing problems during your image upload, you can try to reduce the number of images that you upload in the one go (for example selecting to upload 5 images will be a lot faster than selecting 30 images). Spread them out on different
batches for upload. If this doesn’t solve your problem on multiple attempts, you can try to do it again 5-10minutes later when your network is less busy.

Q. Getting a credit card failure message?

There are a number of reasons why credit card payments can fail which includes bank authorization and fraud prevention system issues. For an immediate and convenient solution, you can opt to pay via Paypal using your credit/debit card, a fast and secure
payment method.