Custom Packaging Arena produces custom packaging according to your approved artwork and order specifications. This policy explains how production, shipping, tracking, and delivery issues are handled.

Your quotation or order confirmation will state the shipping arrangements and estimated schedule for your order.

Production Timeline

Production begins once the required payment, final artwork approval, and complete order details have been received, unless otherwise agreed in writing.

Production time depends on the packaging style, materials, quantity, printing method, and finishing requirements. Your estimated production schedule will be confirmed during the ordering process.

Changes to specifications or delays in artwork approval may affect that schedule. We will communicate any resulting changes before proceeding.

Artwork Approval and Samples

Please review your digital proof carefully before approving it, including dimensions, printed text, artwork placement, and finishing instructions.

Once production has started, changes may no longer be possible. If a requested change requires additional work or reprinting, we will explain the cost and schedule for your approval.

Where available, physical samples can be arranged before full production. Sample charges and preparation times will be confirmed separately. Sample approval may extend the overall order timeline.

Shipping Destinations

Shipping availability is confirmed based on your delivery address, order size, and available transport services.

For international orders, delivery arrangements depend on destination restrictions, customs requirements, and carrier availability. Please provide your full shipping address when requesting a quotation so we can confirm the available options and charges.

Shipping Options and Carriers

Available shipping methods will be presented with your quotation. Depending on the order and destination, these may include standard, expedited, or freight delivery.

The carrier or freight provider is selected according to shipment size, weight, destination, and the agreed service level. Specific carrier requests must be discussed before the order is confirmed.

Expedited shipping reduces transit time where available; it does not automatically shorten production time.

Estimated Delivery Time

Your overall delivery schedule includes both production and shipping:

Estimated Delivery Time = Production Time + Shipping Transit Time

Shipping transit time begins when the completed order is handed to the carrier. It does not begin when you request a quote, make payment, or approve artwork.

Unless expressly confirmed otherwise in writing, delivery dates are estimates. Customs processing, destination access, and carrier schedules can affect arrival dates.

If you need packaging for a launch, event, or other fixed date, tell us before placing your order so we can assess the available options.

Working Days

Production and transit estimates are stated in working days unless otherwise specified. Weekends and applicable public holidays are generally excluded.

Holiday schedules at the production location, in transit, or at the destination may affect your order’s progress.

Shipping Charges

Shipping charges, where applicable, will be stated in your quotation or order confirmation. Costs depend on shipment dimensions, weight, destination, and the selected delivery method.

Any included shipping offer applies only to the destinations and services specified in your accepted quotation.

Requests for a different address, faster delivery, storage, or special handling may result in additional charges. We will explain any charges requiring your approval before arranging the change.

Order Tracking

Where tracking is available, we will share the shipment details after dispatch. Tracking updates may take time to appear while the carrier processes the shipment.

Orders sent in multiple cartons or separate consignments may have more than one tracking number and may arrive on different days.

If tracking shows an unexpected delay or a delivery issue, contact our team with your order reference so we can investigate.

International Customs, Duties, and Taxes

International shipments may be subject to customs inspections, import duties, taxes, or clearance fees imposed by the destination country.

Your quotation or order agreement will identify whether these charges are included and who is responsible for paying them. Unless expressly included, applicable import charges are the customer’s responsibility.

Customers must provide any recipient information or documentation reasonably required for clearance. We will assist with shipment documentation within our control.

Customs processing can extend delivery times, and we cannot guarantee how quickly authorities will release a shipment.

Shipping Address and Receiving Arrangements

Please provide a complete and accurate delivery address, including the recipient’s name, business name where applicable, postal code, contact number, and any necessary access instructions.

Notify us promptly if the address needs to change. Once an order has shipped, rerouting may be unavailable or may involve carrier charges.

Additional delivery, storage, or reshipment costs caused by incorrect address details or unsuccessful delivery attempts may be payable by the customer, subject to the agreed terms and applicable law.

For freight deliveries, please tell us in advance about any unloading restrictions, appointment requirements, or special access needs.

Partial Shipments

Large orders may require multiple cartons or separate shipments. If we plan to split an order, we will communicate the arrangements and any effect on the delivery schedule.

Any additional shipping charges arising from a proposed change to the agreed shipment arrangement will require your approval.

Damaged Shipments

Please inspect your shipment promptly after delivery. If the outer cartons show visible damage, note it with the carrier where possible and retain the packaging.

To help us investigate, provide:

• Your order number and delivery date.

• Photographs of the outer cartons and shipping labels.

• Photographs of the internal packaging and affected products.

• A description of the damage and the quantity affected.

Keep the affected products and packaging until we confirm whether inspection or return is required.

We will review the evidence, coordinate with the carrier where appropriate, and arrange a resolution consistent with the order terms and applicable law.

Missing Items or Lost Shipments

If items appear to be missing, first check whether the order has been divided into separate shipments.

Contact us promptly if the delivered quantity does not match the order or if tracking indicates delivery but you have not received the shipment. We will review dispatch records and work with the carrier to investigate.

A delivery scan alone does not prevent you from reporting a missing shipment. The appropriate resolution will depend on the investigation and your applicable rights.

Shipping Delays

Delays may occur because of carrier disruptions, customs inspections, severe weather, public holidays, or other events outside our reasonable control.

If we become aware of a material delay, we will provide the available information and an updated estimate where possible.

If we cannot dispatch your order within the agreed timeframe, we will notify you and provide any revised schedule, consent options, or cancellation and refund rights required by applicable law. Nothing in this policy removes rights that cannot legally be excluded.

Returns and Reshipments

Please contact us before returning any packaging. We will confirm the return address, instructions, and responsibility for shipping costs.

Returns, reprints, and refunds are handled according to the agreed order terms, our Terms & Conditions, and applicable law.

If a shipment is returned because of an incorrect address, refusal, or failure to complete required import arrangements, we will contact you to discuss the available next steps and any applicable costs.

Contact Us

For shipping updates, tracking questions, damaged deliveries, or missing shipments, please use the contact options available on the Custom Packaging Arena website.

Include your order reference and tracking number, if available, so we can locate your shipment.

Related Policies

Please also review our Terms & Conditions for order changes, cancellations, and quality concerns, and our Privacy Policy for information about how we handle your contact and delivery details.