Policy

This Policy explains how Custom Packly handles enquiries, quotes, custom packaging orders, artwork approvals, samples, production, delivery, cancellations, returns, refunds, personal information and use of the Custom Packly website.

Custom packaging is produced according to approved specifications. Accurate measurements, suitable artwork and clear written approval are therefore important before production begins.

These general policies may form part of the terms that apply when you request a quote, submit artwork, approve a proof or place an order. A quote, invoice, order confirmation or separate written agreement may contain additional terms for a particular project.

Where an order-specific document conflicts with this general Policy, the order-specific terms will normally apply to that order, except where applicable Australian law provides otherwise.

Last updated: 31 July 2026

How quotes are prepared

Quotes are prepared using the information available when an enquiry is reviewed. This may include:

• Packaging style
• Finished dimensions
• Order quantity
• Product weight
• Material and board grade
• Inside and outside print coverage
• Colour requirements
• Surface finishes
• Windows, inserts or dividers
• Artwork status
• Delivery location
• Required completion date

A quote may need to be revised when any of these details change. A different size, quantity, material, closure, print method, finish or delivery arrangement may affect the price and production plan.

Businesses that are still deciding on structure, material or finish can submit the information they already have through Get a Quote. Initial pricing remains subject to final specifications and written approval.

Quote validity

A quote remains valid for the period stated in the quote. Where no validity period is provided, pricing may be reviewed before the order is accepted.

Material costs, freight charges, specialist finishing costs and production availability can change. An expired quote may need to be updated before payment or production.

When an order becomes confirmed

A quote alone does not reserve materials or confirm production.

An order becomes confirmed once Custom Packly has accepted it and the requirements stated in the quote, invoice or written order confirmation have been completed.

These requirements may include:

• Acceptance of the final price
• Confirmation of dimensions and quantity
• Agreement on materials, printing and finishes
• Payment or acceptance of agreed payment terms
• Submission of suitable artwork
• Approval of the dieline, proof, mock-up or sample
• Confirmation of delivery details

Production may be delayed or paused while required information, payment or approval remains outstanding.

Payment terms

Payment requirements will appear on the applicable quote, invoice or order confirmation.

Depending on the project, payment may be required before artwork preparation, sampling, material ordering or production begins.

Making a payment does not approve dimensions, artwork or production specifications unless written approval has also been provided.

Customers should check the invoice, quote and approval files carefully before authorising production.

Taxes and additional charges

Applicable taxes, freight charges and other confirmed costs will be shown on the quote or invoice.

Costs caused by specification changes, extra artwork work, new samples, specialist delivery arrangements or changes requested after approval may be quoted separately.

Customer-supplied measurements

Customers are responsible for checking measurements supplied or approved for a custom order.

Dimensions should account for the actual product and anything placed around or beside it, including inner wrapping, accessories, instruction cards and protective material.

Custom Packly may provide sizing and structural support, but the final dimensions must be approved before production.

Packaging produced accurately according to customer-supplied or customer-approved measurements will not be considered defective solely because the product does not fit as expected.

Product information

Customers should provide accurate information about the product’s:

• Length, width and depth
• Weight
• Shape
• Fragility
• Orientation
• Surface sensitivity
• Storage needs
• Delivery method
• Intended packaging use

Glass bottles, jars, electronics and other fragile products may require inserts, dividers, stronger board or separate transit packaging.

A lightweight retail carton may not provide the same delivery protection as a corrugated shipping box. Customers should explain whether the packaging will be used for retail shelves, ecommerce delivery, gifting, food service, postal shipping, freight distribution or storage.

Structural testing

Complex packaging may require a plain sample or structural test before printed production.

Testing may be recommended when an order includes unusual dimensions, heavier products, fitted inserts, multiple components, display features or demanding delivery conditions.

Customers should test how the product fits, loads, closes, opens and remains positioned before approving full production.

Where a recommended structural or fit test is declined, Custom Packly may not be responsible for issues that reasonable testing could have identified before production.

Preparing artwork

Artwork must be supplied in a form suitable for the agreed printing process.

Custom Packly may provide artwork guidance, dieline support and production checks. These checks focus on whether a file appears suitable for production. They do not replace the customer’s responsibility to confirm that all content is accurate, lawful and ready to print.

The Dieline Tool can support early artwork planning. A generated dieline must still match the final approved structure and dimensions before production.

What to check before approval

Before approving a dieline, proof, mock-up or production file, customers should check:

• Finished packaging dimensions
• Product orientation
• Cut and crease positions
• Glue areas and closure panels
• Front, back, top and side panel artwork
• Logo placement
• Print direction
• Spelling and punctuation
• Email addresses and contact information
• Product names and descriptions
• Ingredients and warning text
• Barcodes and QR codes
• Regulatory or mandatory wording
• Colour references
• Finish placement
• Window positions
• Insert and divider positions
• Order quantities
• Delivery details

Written approval confirms that the approved file may be used for production.

Approval may be given through email, an online approval process or another agreed electronic method.

Customer responsibility for printed content

Customers are responsible for ensuring that all wording, logos, images, barcodes, claims and product information supplied for printing are accurate and lawful.

Custom Packly does not provide legal or regulatory approval of packaging content unless this service has been expressly agreed in writing.

Customers should obtain appropriate professional advice for packaging that contains:

• Food labelling
• Ingredients
• Allergen statements
• Cosmetic claims
• Health or wellness claims
• Safety warnings
• Usage instructions
• Age restrictions
• Recycling claims
• Environmental claims
• Country-of-origin statements
• Industry-specific legal information

Rights to artwork and brand assets

Customers confirm that they own or have permission to use all logos, photographs, fonts, illustrations, trademarks, product claims and written content submitted for production.

Custom Packly may use submitted files only as reasonably required to prepare quotes, check artwork, create proofs, make samples, produce packaging and support the order.

Submitting artwork does not transfer ownership of the customer’s brand or intellectual property to Custom Packly.

Custom Packly may refuse artwork that appears unlawful, misleading, harmful or likely to infringe another party’s rights.

Changes after approval

Changes requested after approval may require a revised dieline, new proof, additional artwork work, another sample or a different production plan.

These changes may affect the price and estimated completion date.

Once materials have been ordered or production has started, some changes may no longer be possible.

A requested change applies only after Custom Packly has accepted it in writing. Customers should not assume that a change has been made until written confirmation is received.

Purpose of a sample

A sample can help assess dimensions, product fit, board feel, opening style, closure, insert position, print direction, finish placement and overall presentation.

The sample provided may be a digital proof, 3D mock-up, plain structural sample or printed sample. The type of sample included for a particular order will be confirmed during quoting or order approval.

A digital proof or 3D mock-up does not represent the exact physical board, texture, print result or finish.

A plain structural sample may not include the final printing or specialist finishes. A printed sample can also differ slightly from the main production run due to material batches, printing methods or production conditions.

Customers should report concerns about fit, closure, colour direction or finish placement before approving the full order.

Screen colours and printed colours

Colours viewed on a phone, tablet or computer may not match printed colours exactly.

Screen brightness, display settings and colour profiles can change how artwork appears. Printed colour is also affected by board shade, surface texture, coating and the selected printing method.

Customers should provide Pantone references or suitable physical colour samples where precise colour direction is important.

An approved digital proof confirms content and placement unless it is specifically described as a colour-accurate proof.

Material variation

Paperboard, corrugated board, kraft paper and wrapped rigid board may show natural differences in:

• Shade
• Texture
• Thickness
• Fibre appearance
• Surface feel
• Fold behaviour

Recycled and natural materials may show more visible variation than highly processed white materials.

Minor variation that falls within reasonable commercial manufacturing tolerances does not automatically make an order defective.

Finishing variation

Processes such as die cutting, folding, gluing, lamination, foil stamping, embossing, debossing and spot UV may show small production variation.

Slight movement in a finish, crease or cut can occur within normal manufacturing tolerances.

Where registration or finish placement is especially sensitive, this should be discussed before artwork approval. The Customisation options should also be assessed against the selected material, box structure and artwork.

Production quantity variation

Some manufacturing methods may produce a small variation in the final usable quantity.

Where a quantity tolerance applies, it should be stated in the quote or order confirmation. An unstated quantity tolerance will not override a specific quantity requirement that Custom Packly has accepted in writing.

When production timing begins

A production estimate begins after all required order details have been completed.

This normally includes:

• Final quote acceptance
• Payment confirmation
• Approved dimensions
• Approved artwork
• Approved dieline or proof
• Material confirmation
• Finish confirmation
• Delivery information
• Resolution of any file issues

Time spent waiting for customer information, payment, revisions or approval is not included in the production estimate.

Estimated completion dates

Production dates and delivery dates are estimates unless Custom Packly expressly confirms otherwise in writing.

The time required depends on the packaging structure, quantity, materials, printing method, finishes, inserts and required quality checks.

A simple printed folding carton may require less production work than a rigid box with fitted inserts, wrapping, foil and multiple finishing stages.

Reasons timing may change

Production timing can be affected by:

• Incomplete artwork
• Artwork revisions
• Changed dimensions
• Changed order quantities
• New sample requirements
• Material availability
• Specialist finishing
• Insert or structural testing
• Delayed payment
• Delayed approval
• Production capacity
• Equipment interruption
• Events outside reasonable control

Custom Packly will seek to communicate material changes to an estimated completion date when reasonably possible.

Orders required for fixed dates

Customers ordering for an event, product launch, retail promotion or other fixed date should provide the required delivery date during the quote stage.

Enough time should be allowed for artwork preparation, revisions, proof approval, sampling, production and transit.

A requested deadline does not become guaranteed merely because it was included in an enquiry. It must be accepted in writing by Custom Packly.

Delivery throughout Australia

Custom Packly delivers custom packaging throughout Australia.

The delivery method may depend on the number of cartons, total weight, shipment volume, destination and handling requirements.

Delivery may take place through parcel, courier, pallet or freight services. The applicable arrangement will be shown in the quote, invoice or order confirmation where relevant.

Production and transit are separate

Production time ends when the order is completed and prepared for dispatch.

Transit time begins after the carrier collects or receives the shipment. A production estimate does not automatically include the carrier’s transit time unless this is expressly stated.

Delivery information

Customers must provide a complete and accurate delivery address, recipient name, telephone number and any necessary access instructions.

Custom Packly is not responsible for delays or extra costs caused by:

• An incorrect address
• An incomplete address
• An unavailable recipient
• Restricted premises access
• Missing unloading instructions
• A late address change
• Refused delivery
• Customer-requested re-delivery

Address changes must be requested in writing. A change cannot be guaranteed once the order has entered dispatch or has been transferred to the carrier.

Commercial and freight deliveries

Large orders may arrive on pallets or through a commercial freight service.

Customers should disclose delivery restrictions before approving the order, including:

• No forklift or loading dock
• Limited vehicle access
• Restricted delivery hours
• Stairs or internal delivery requirements
• Shopping centre delivery procedures
• Construction-site access
• Appointment requirements

Extra charges may apply where the delivery conditions differ from the information provided during quoting.

Split shipments

An order may arrive in more than one carton or shipment.

Separate dispatches may be used where this supports safer handling, production flow or delivery efficiency.

A split shipment does not necessarily mean that units are missing. Customers should review carrier labels, delivery records and order paperwork before reporting a shortage.

Delivery estimates and delays

Delivery dates are estimates unless expressly confirmed in writing.

Carrier delays, severe weather, road closures, industrial action, public emergencies and other events outside reasonable control may affect transit.

Custom Packly will assist with reasonable enquiries about delayed, lost or damaged shipments. Carrier investigation times and outcomes may depend on the carrier’s procedures.

Damage or shortage on arrival

Customers should inspect the shipment as soon as reasonably possible after delivery.

If cartons appear damaged, keep the affected products, outer cartons, shipping labels and packing materials while the issue is reviewed.

Provide photographs showing:

• The outer delivery cartons
• Shipping labels
• The damaged area
• Affected packaging units
• The quantity received where a shortage is suspected

Prompt reporting preserves evidence and helps the carrier or production review begin sooner. It does not remove any rights that apply under Australian law.

Changes before production

Requests to change dimensions, quantity, material, artwork, finishes, inserts or delivery details should be made as early as possible.

A change may require revised pricing, new artwork, another proof, a different sample or an updated completion estimate.

A change applies only after Custom Packly accepts it in writing.

Cancellation before work begins

A customer may request cancellation before work begins. Custom Packly will review the request against the current order stage and any costs already incurred.

Where permitted by applicable law and the accepted order terms, a refund may exclude reasonable costs already committed to the project.

These costs may include:

• Artwork preparation
• Structural design
• Dieline preparation
• Proofing
• Samples
• Setup work
• Ordered materials
• Administrative processing

Cancellation after production begins

Once material preparation or manufacturing has started, cancellation may no longer be possible.

Custom packaging cannot usually be redirected to another customer because it contains order-specific dimensions, artwork or brand information.

The customer may remain responsible for work completed and costs already incurred, subject to the accepted order terms and applicable law.

Made-to-order products

Custom packaging is made according to approved specifications. Returns are therefore handled differently from standard stock products.

Custom Packly does not normally accept a return because a customer:

• Changes their mind
• No longer needs the packaging
• Ordered the wrong quantity
• Supplied incorrect dimensions
• Approved a spelling error
• Approved incorrect artwork
• Approved the wrong barcode
• Approved an unsuitable structure
• Later changes their branding

This change-of-mind position does not limit rights or remedies that cannot legally be excluded.

Incorrect, damaged or defective orders

Contact Custom Packly as soon as reasonably possible if the packaging:

• Arrives materially damaged
• Has a significant manufacturing defect
• Is substantially different from the approved specifications
• Contains a material shortage
• Does not match the approved production file

The review may require:

• Quote or invoice reference
• Description of the issue
• Photographs of affected units
• Photographs of outer cartons
• Shipping labels
• Approximate number of affected units
• Approved artwork or proof reference

Customers should retain the affected packaging and delivery materials until the review has been completed.

Returns must be authorised

Do not send products back before receiving return instructions from Custom Packly.

An unauthorised return may delay the review and can create extra freight or handling costs.

Approved artwork and specifications

An order issue may not qualify for correction, reprint or refund where production accurately followed:

• Customer-approved artwork
• Customer-supplied dimensions
• Customer-approved dimensions
• Approved spelling
• Approved product information
• Approved barcode or QR code placement
• Approved colour direction
• Approved material choices
• Approved finish placement
• Instructions supplied after production started

Each concern will be reviewed against the approved order information, production records, photographs and any retained samples.

Available remedies

Where Australian Consumer Law applies, the available remedy will depend on the nature of the problem and the rights provided by law.

Nothing in this Policy excludes, restricts or modifies a consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

Depending on the circumstances, an agreed or legally required outcome may include correction, reprint, replacement, partial refund, full refund or another appropriate remedy.

Custom Packly may request reasonable evidence and an opportunity to inspect the affected packaging before completing the claim review.

Information we collect

Custom Packly may collect personal and business information when you:

• Submit a contact form
• Request a quote
• Send an email
• Upload artwork or other files
• Approve a proof
• Place or discuss an order
• Contact customer support
• Use the website

The information collected may include:

• Name
• Company name
• Email address
• Telephone number
• Billing information
• Delivery information
• Packaging specifications
• Product information
• Artwork and uploaded files
• Quote details
• Order history
• Communication history

The website may also collect limited technical information, including device type, browser type, referral source, pages visited and general website activity.

How information is used

Information may be used to:

• Respond to enquiries
• Prepare quotes
• Assess packaging requirements
• Review artwork and files
• Create proofs or samples
• Process and manage orders
• Communicate about production
• Arrange delivery
• Provide customer support
• Maintain financial and business records
• Improve website operation
• Prevent misuse or fraud
• Meet legal and administrative requirements

Personal information will not be used for an unrelated purpose unless consent has been obtained or the use is authorised or required by law.

Sharing information

Custom Packly does not sell personal information.

Information may be shared with trusted service providers where reasonably necessary to operate the website, prepare or produce an order, arrange delivery, maintain business records or provide technical support.

These providers may include:

• Website service providers
• Email service providers
• Payment providers
• File storage providers
• Production providers
• Delivery carriers
• Accounting providers
• Technical support providers

Only information reasonably required for the relevant task should be shared.

Processing within Australia

Personal information is stored and processed in Australia.

Custom Packly does not knowingly process personal information outside Australia or disclose it to overseas recipients.

If this practice changes, the Privacy Policy will be updated to explain the relevant overseas processing or disclosure.

Artwork and uploaded files

Customers retain ownership of artwork, logos and other original content they submit.

By submitting files, customers give Custom Packly permission to use them only as reasonably required for quoting, artwork checks, proofing, sampling, production, delivery and order support.

Submitted files are not treated as transferring ownership of the customer’s brand or intellectual property to Custom Packly.

Information security

Custom Packly takes reasonable administrative, organisational and technical steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

No website, storage system or electronic transmission method can be guaranteed to remain completely secure.

Customers should avoid sending unnecessary sensitive information through general website forms or email.

Information retention

Information is kept only for as long as reasonably required for the purpose for which it was collected.

Relevant records may be retained for:

• Enquiry history
• Repeat orders
• Production records
• Dispute handling
• Accounting
• Tax requirements
• Legal obligations
• Business administration

Information that is no longer required may be securely deleted, destroyed or de-identified where appropriate.

Access and correction

You may ask what personal information Custom Packly holds about you or request correction of information that is inaccurate, incomplete or out of date.

A request may need to be verified before information is released or changed.

Some records may need to be retained where required by law or legitimate business recordkeeping obligations.

Privacy concerns

Privacy access requests, correction requests and concerns can be sent to:

info@custompackly.com.au

Include enough information to identify the relevant enquiry, order or record.

Custom Packly will review the request and respond within a reasonable period. Where the Privacy Act 1988 applies, requests and complaints will be handled consistently with applicable privacy obligations.

Custom Packly may use cookies and similar technologies to maintain website functions, remember preferences, understand website performance and identify technical problems.

Some cookies may be needed for essential website functions. Other cookies may support analytics and help Custom Packly understand how visitors use the website.

Where consent is legally required, non-essential cookies should not be activated until the relevant consent has been provided.

Visitors may manage cookie preferences through the website’s available cookie controls and through their browser or device settings.

Blocking certain cookies may affect website functions or prevent preferences from being saved.

More specific information about active analytics or tracking services may be provided through the website’s cookie banner.

Acceptance of terms

By using the website, requesting a quote, submitting artwork, approving a proof or placing an order, you agree to the relevant provisions of this Policy and any order-specific terms accepted in writing.

Questions about specifications or order terms should be raised before approval or payment.

Website information

Website content provides general information about packaging structures, materials, printing, finishes, industries and related services.

Custom Packly aims to keep website information accurate and useful but may update, correct, replace or remove content without prior notice.

Product photographs, digital mock-ups, material examples and finish references are illustrative. Final production depends on the approved dimensions, material, artwork, printing method, finish and order details.

Website intellectual property

Unless otherwise stated, Custom Packly owns or is licensed to use the website text, graphics, design, layout, branding and original visual content.

Website content must not be copied, republished, sold, reproduced or used commercially without permission, except where applicable law permits that use.

Acceptable website use

Visitors must not:

• Attempt unauthorised access to the website
• Upload malware or harmful files
• Interfere with website security
• Interfere with website availability
• Use the website for fraudulent activity
• Infringe another person’s privacy rights
• Infringe intellectual property rights
• Misrepresent their identity or authority
• Use automated methods that place an unreasonable load on the website

Access may be restricted where reasonably necessary to protect the website, customers or business operations.

Limitation of liability

Nothing in these terms excludes, restricts or modifies a right, guarantee, remedy or liability that cannot legally be excluded, restricted or modified.

To the extent permitted by law, Custom Packly is not responsible for indirect loss caused by customer-approved errors, inaccurate customer information, unsuitable customer-supplied dimensions, misuse of finished packaging, carrier disruption or events outside reasonable control.

Any limitation of liability applies only to the extent permitted by Australian law.

Events outside reasonable control

Custom Packly is not responsible for delay or failure caused by circumstances outside its reasonable control.

These circumstances may include:

• Severe weather
• Fire or flood
• Transport interruption
• Industrial action
• Equipment failure
• Cyber incidents
• Material shortages
• Government action
• Public emergencies
• Major utility failures

Where such an event affects an order, Custom Packly will seek to communicate the impact and available next steps.

Australian law

This Policy and the website terms are governed by applicable Australian law.

State or territory laws may also apply depending on the customer, delivery destination, transaction and circumstances of a dispute.

Nothing in this Policy removes any right, guarantee, remedy or obligation that cannot legally be excluded.

Policy updates

Custom Packly may update this Policy to reflect changes in the website, services, production practices, delivery arrangements, legal obligations or business operations.

The latest version will be published at:

https://custompackly.com.au/policy

The last updated date will identify when the published version was most recently revised.

Updated terms apply from the stated update date unless applicable law or an existing written agreement requires otherwise.

Customers should review the current Policy before approving an order, submitting personal information or relying on policy information for an active project.

Questions about privacy, quotes, artwork approval, production, delivery, returns, refunds, website use or an existing order can be sent to:

Business name: Custom Packly
Email: info@custompackly.com.au
Delivery area: Throughout Australia
Applicable law: Australian law

General enquiries can also be submitted through Contact Custom Packly.

Packaging specifications, quantities, artwork and pricing requests should be submitted through Get a Quote.

Common questions about ordering, artwork and production are answered in the Custom Packaging FAQs.