Refund, Return, and Order Cancellation

We understand that sometimes customers are not satisfied with the product, mistakenly place the order, or just want to change their opinion. For this purpose, we have compiled clear policy guidelines that you can follow.

This policy applies to all orders, all products, and all categories.

Refund & Claim Policy

All the products delivered to the clients by The Box Lane are according to the design and specifications chosen by the clients. However, if you find the packages unsatisfactory, get in touch with us at Quote@theboxlane.com within 3 working days. It is recommended to make a clear video of the unboxing and the defect you noticed. This video proof might be required for verification purposes.

Our team will evaluate the case. If it is just a misunderstanding, we will guide you appropriately. If there seems to be an actual defect, we will ask you to send the products to us at the company’s warehouse. 

Manufacturer Defects

If the defect is from the company side, we will be responsible for reprinting the complete order. You will have to ship back the entire order within a week to us at your own cost. Based on the number of boxes, we will tell you an approximate duration after which the reprinted packages will be transported to you.

User Related Issues

If the defect is proved to be due to customer mishandling or accidental damage from the user's side, the process for a refund is different. In this case, the printing, billing, product setup, and transport costs will be deducted from the refund amount.

Non-Customizable Products

All non-customizable orders can be returned within 180 days of receipt, only if they are new, unused, and in original condition. The process of return must be started by contacting our team within the given timeframe and transporting the complete order to the company’s address. Customers have to pay for the shipment cost in case of returns. A 10% restocking fee of the total charges will apply to all accepted returns.

Customizable Products

As customized products are manufactured according to the customer’s unique choice and they can’t be sold again, they are not accepted for returns. All sales are final for custom orders; however, we can replace or discount them in case of genuine defects.

The following are policies for custom orders;

• Inform the company immediately if you notice defects, damage, or reductions. In case of shipping damage, report the company within 3 days after receipt. Make sure to write down all the details in an applicable documentation format.
• Production defects, artwork issues, and dimension problems can be reported within 14 days of receipt.
• If replacement is approved by the company, the customers have to return 100% of the order at their own expense within 180 days of delivery.
• The customer has to pay the shipping charges in all cases of returns, replacements, and reorders.

Order Cancellation Policy

We start the printing process immediately after you finalize an order. However, you have up to 4 hours to request order cancellation once you have approved it. A cancellation fee of $25 and 5% of the total price will be deducted as processing charges if you request cancellation within 4 hours. Customers can also cancel their orders after the 24-hour window, but they have to pay 50% of the total price as cancellation charges in this case. There is no guarantee from the company that you can cancel the orders even after the 24-hour time limit.

After the order has been processed, there is no chance for cancellation. However, we can provide you with the free warehouse facility, so you can request shipment whenever you need it.

The company holds the right to make a final decision on whether to approve the returns or not. The company also reserves the right to modify the restocking fees, claim policies, and resolutions based on specific scenarios. 

For further queries, you can directly reach out to us at our live customer chat support. One of our representatives will answer your queries and provide you with the required information. You can also contact us at (484) 224-2666 or email us at Quote@theboxlane.com.