FAQs

Payment, Tax, Shipping


We accept VISA, MasterCard, and American Express only.


This includes all proof, set-up, plate, printing, and die charges. Tax and shipping are added at checkout.


No. We do not store your credit card information – please see Terms of Use for more information.


We only ship in the continental United States. We do not ship to Hawaii, Alaska, APO/FPOs, or foreign countries.


No. There is a separate line item for shipping. Your order will ship via either Federal Express Ground or Freight depending on the quantity of items. Please see the Federal Express pricing chart on the shipping page. (For Phase 3: Set-up boxes may ship through carriers other than Federal Express)


Yes. Please call our customer service team at 1-844-967-2743 or email at custompkg@caraustar.com.


Items sold by Caraustarcustom.com are subject to the respective state’s jurisdictional sales tax. The amount of tax charged is determined by the state and may vary based on a number of factors, including type of item purchased and the destination of the shipment.


Tax exempt customers that qualify for an exemption of sales tax may request a refund for any sales tax paid on their orders. To qualify for exemption and request a refund of sales tax paid, a tax exempt customer will need to provide our customer service team with the receipt received at the end of the order and proof of tax exempt status (e.g. exemption certificate or equivalent proof of exempt status). Once the tax exempt documentation has been approved, you are not required to submit it again for subsequent orders until such time as the documentation expires. Please contact custompkg@caraustar.com customer service to initiate a sales tax refund request. 1-844-967-2743.

Artwork, Design, File Formats, Lead Times, Proofs


Our prepress department reviews all submitted artwork files before printing, but you remain 100% responsible for the accuracy of your print-ready artwork files, and we encourage you to proofread all files carefully before submitting to Caraustarcustom.com or approving a proof. We are not responsible for any issues as to orientation or alignment of the pages of your submitted artwork. By submitting the artwork to us, you certify that you have the intellectual property rights to use the content of your artwork files. DO NOT send any “one-of-kind” transparencies, prints, or artwork. Although we take precautions to safeguard your materials, we are NOT responsible for loss or damage of images or artwork.

You may NOT upload any artwork files consisting of the following material: offensive, indecent or improper material, nudity, any material that could give rise to any civil or criminal liability under applicable law; and any material that could infringe rights of privacy, publicity, copyrights or other intellectual property rights without the permission of the owner of these rights and the persons who are shown in the material if applicable. We will refuse an order based on foregoing reasons or for any other reason which in our opinion may be illegal in nature or an infringement on the rights of any third party. You accept full legal liability for the content of material processed and printed on your behalf and under your instructions. We reserve the right to refuse an order without disclosing a reason.


Click into the box that says “Upload artwork” and upload your file.


High Resolution PDF and Vector EPS only.


We only accept 300 dpi resolution images. If artwork contain images below 300 dpi, the artwork will be sent back to you.


Yes. Depending on the complexity of the modification, we may require an extra charge, in which case we will notify you in advance.


Our lead time is 10 business days or less from the time of final proof approval to the day your boxes leave our facility. Orders submitted after 2pm EST Monday – Friday will be processed on the following business day. All order are processed and shipped Monday through Friday, excluding any holidays. Orders placed on weekends will not be processed until the following Monday (Day 1) unless that Monday is a holiday. Then the order will be processed on the following Tuesday (Day 1). (For Phase 3: Set-up boxes vary in lead time depending on type of finish required and availability of tooling. Shipment of this product class will occur 4-6 weeks after order submission.)


Once we receive your artwork and it has been reviewed, you should receive a proof via email within 2 business days (excluding holidays). To view the proof, you need to have Adobe Reader installed on your computer. If you do not currently have Adobe Reader installed, it is easy to install and available for free download at www.adobe.com.


You should not use the pre-press proof to validate color. Neither your monitor, nor your color printer will be able to precisely display, or print, the color that our commercial printers will produce.

Cancellation, changes and returns


If you need to cancel or change an order, please contact our customer service team. We will make every effort to fulfill your request but if orders are already in process, changes and cancellations will not be possible.


We promise 100% satisfaction with the print, cut and score of our packaging.* If your packaging order does not match your final approved proof based on the submitted artwork, we stand behind our promise by offering you a refund or reprint of that packaging order. If the packaging you receive does not meet your expectations, please contact us immediately at 1-844-967-2743 so that we can identify the problem and run a re-print of the order.
This promise covers the quality of the production and materials and does not cover spelling or other errors that are included in the text or artwork submitted by the customer. Customers are responsible for submitting and approving print-ready files and proofs.
*Please note: For spot color in your artwork, please use the PMS Solid Coated reference guide. Due to computer monitor calibration, slight color variation may occur. If this happens, it is not part of the money back/packaging reprint satisfaction promise.

Miscellaneous


Yes. The minimum is 50 packages, with the exception of blank samples or printed samples.


Please call your payment card issuer and discuss the decline with them.


If additional services are needed, such as a hard copy proof, a custom die line, or artwork revisions, extra charges will apply but you will always be notified of the charge in advance.


Digital printing refers to printing from a digital-based image directly to a variety of different substrates.
Caraustarcustom.com uses a HP Indigo 30,000 digital printer. It is one of the best digital printers available and prints quickly.


A PDF is a computer rendering of the artwork that has been uploaded based on the size and style carton or set-up box that was selected.


Glossy: Images printed on coated glossy paper will have a shiny finish – recommended for image and photo reproduction.
Matte: Images printed on matte paper will have a more muted look and feel – best for solid colors and text designs.


Please call our customer service team at 1-844-967-2743 or email at custompkg@caraustar.com.