Return & Refund policy

At IdealCustomBoxes we are dedicated to providing high-quality products and an excellent customer experience. If you are not satisfied with your purchase, our Returns Policy is designed to guide you through the return process. Please carefully read the following information to ensure you understand your rights and responsibilities.

Returns Window

You may initiate a return for items within 30 days from the date you received your order. To ensure a smooth return process, please notify us as soon as possible.

How to Initiate a Return

1. Contact Us: Email our customer service team at [email protected] with your order number and reason for the return. If the item is damaged or defective, please include photos.
2. Prepare Your Item: Items must be unused, in original packaging, with all tags and labels intact.
3. Return Method:

• In-store returns: Available at 5900 Balcones Drive STE 10013, Austin, Texas, 7873 United States.
• Mail returns: Email us at [email protected] and Ship to 5900 Balcones Drive STE 10013, Austin, Texas, 7873 United States.

Important notice: Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Non-Returnable Items

Certain items are not eligible for return, for example:

• Gift cards
• Sale items (unless they are defective or damaged)
• Items marked as non-returnable at the time of purchase.
• Used or worn items that do not meet the ‘unused’ condition requirement.
• Personalised or custom-made items cannot be returned unless defective.

Exchanges

We offer exchanges, If you require a different size or colour, you can return the original item and request an exchange. Here’s how to facilitate an exchange:

1. Initiate a Return: Follow the return procedure outlined above for the item you want to exchange.

2. Shipping Costs: You are responsible for all shipping charges related to returns and exchanges unless the item is damaged or incorrect.

3. Processing Your Exchange: Once we receive your returned item, we will send the replacement item. You will receive a confirmation email once your exchange has been processed.

Damaged or Incorrect Items

If you receive a product that is damaged, defective, or incorrect, please follow these steps:

1. Report the issue within 48 hours of receiving the item. Include order number, description, and photos.

2. Return Shipping: We will cover return shipping costs for damaged or incorrect items, as well as refund any delivery charges incurred.

3. Refund Processing: You can expect a refund in the same form of payment that was used for the purchase within 7 business days of our receiving the returned item.

Refund Processing Time

• Refunds are issued back to the original payment method.
• Please allow up to 7 business days for processing.
• Your bank may take additional time to reflect the refund.

Important notice: If an item does not meet return criteria (e.g. used, missing packaging), we may refuse a refund or charge a 30% restocking fee.

Contact Information

Should you have any questions about our Return Policy or need assistance, please do not hesitate to contact us:

Company name: SKYLANE PACKAGING LLC Trading as Ideal Custom Boxes
EIN: 35-2787835
Address: 5900 Balcones Drive STE 10013, Austin, Texas, 7873 United States.
Email: [email protected] 
Phone: +1 940 257 2957
Business Hours: 9:00 AM to 6:00 PM (Monday to Friday), (GMT-06:00) Central Standard Time (Chicago)

Policy Updates

We may revise our Return and Refund Policy from time to time. We encourage you to review this policy periodically for any updates, as your continued use of our services indicates your acceptance of these changes.

Thank you for shopping with Ideal Custom Boxes! Your satisfaction is our priority. We appreciate your understanding and cooperation regarding our returns and refund procedures, which help us maintain our commitment to quality.