1. The short version
Tribrid stands behind every box we ship. If your order arrives damaged, defective or materially different from the proof you approved, we'll reprint it at our cost — and we'll do it fast.
Our promise: if we got it wrong, we make it right within 10 business days. No paperwork battle, no restocking fee, no hidden conditions.
2. What this covers
This policy applies to all custom-printed packaging orders shipped by Tribrid Packaging. Because every order is built to your exact specification — size, material, artwork, finish — we generally do not accept returns or issue refunds on completed custom orders the same way an off-the-shelf retailer would. Our policy is built around resolution: reprints, replacements and partial refunds where appropriate.
3. Defects & reprints
We will reprint or refund (your choice) when:
- Boxes arrive structurally damaged in transit (provided you flag it within 48 hours of delivery and send photos)
- Print quality materially differs from your approved proof — wrong color, missing artwork, misaligned die-cut, etc.
- The order ships in the wrong dimensions, material or finish from what was approved
- Quantity short by more than 2% (industry-standard tolerance)
We don't reprint when:
- The artwork printed matches what you approved on the proof, even if you later spot a typo or design issue you'd like to change
- Color variation is within standard tolerance (±5% on full-color print, ±3% on PMS spot)
- Quantity variation is within ±2%
- You requested a finish we flagged as risky in writing before production
4. Order cancellation
- Before proof approval: Cancel anytime, full refund of any deposit paid.
- After proof approval, before plates / digital file release: 80% refund (design work and press time already queued).
- After production has started: No refund possible — your boxes are physically being made.
5. Refunds
Refunds are issued back to the original payment method. Credit-card refunds typically appear within 5–10 business days. ACH and wire refunds typically take 3–5 business days.
If you prefer, we can issue store credit instead — with a 10% bonus added as our way of saying thanks for staying with us.
6. Timing
To file a defect or shortage claim, contact us within 48 hours of receiving your shipment. Claims filed after that window can still be reviewed but may be limited to partial credit.
Reprints are prioritized in our production queue and typically ship within 8–10 business days of claim approval, free of charge.
7. How to file a claim
- Email sales@tribridpackaging.com with your order number.
- Attach 3–5 photos showing the issue clearly, including at least one wide shot and one close-up.
- Tell us briefly what's wrong and what outcome you'd prefer (reprint, partial credit, full refund).
- A real human responds within one business day with a resolution plan. We offer 24/7 customer support for urgent issues.
8. Exceptions
This policy does not cover:
- Damage caused after delivery (e.g., your warehouse forklift)
- Delays caused by carriers (we'll always help track and escalate, but freight charges are the carrier's responsibility under their tariff)
- Force majeure events — natural disasters, strikes, customs delays, government action