Frequently Asked Questions

How are my details stored?

When you register online you will be asked to enter your details. They are stored on our secure database, and we do not disclose them to any third parties. Click here to see our Privacy Policy.

What are your Terms & Conditions of Sale?

Please see this page.

What are your Terms of Use?

Please see this page.

What if I made an error with my order?

Please contact Customer Service immediately.

Corrugated Carton Products does not accept exchanges or refunds in the following situations:

• ordered the wrong item (for example the box was too large or small for your needs, chose the wrong style of box)
• damaged the goods by misusing them (for example folded the boxes incorrectly or stored incorrectly)
• misunderstanding of lead times (for example, ordering custom boxes comes with manufacturing lead times and these products are not available to be despatched “next day”)
• misunderstanding of artwork specifications (for example placing the logo on the incorrect panel, not following recommendations per the Artwork Guidelines)
• delays in order completion (for example delays in approving artwork, or delays in despatch due to peak capacity or other unforeseen circumstances)

What if I ordered custom printed cartons and my order is cancelled, is the Artwork Fee refundable?

If an Artwork Proof has been prepared for your approval, and your order is cancelled, then the Artwork Fee of $122 is non-refundable.

What if the boxes are faulty?

If you do have an issue with the products that you have ordered, please contact our Customer Service team within 7 days from receiving delivery of the goods.

You must provide quantity affected and photographs to help us assess your claim and to resolve the issue as per our standard Non Conforming Product procedures.

We abide by Australian Standards which identify standard manufacturing tolerances for our product type. If the product is determined non-conforming and not fit for purpose, all faulty cartons affected will be required to be returned to Corrugated Carton Products for an official assessment by the Quality Assurance team.

Unless advised otherwise:

• do not dispose of any faulty product
• you must return the product to the nearest Corrugated Carton Products site as advised by Customer Service

What if the boxes are damaged in delivery or there are delivery delays?

Corrugated Carton Products does not accept exchanges or refunds in the following situations:

• as a result of any delays in delivery by a courier
• goods are Returned to Sender by a courier (please note that our courier is unable to contact you prior to delivery or deliver at a specific time)
• wrong delivery address specified in order

If the parcel is damaged in delivery, you must provide photographs to help us assess your claim and to resolve the issue with our Freight Provider as per our standard Non Conforming Product procedures.

How long will it take to get a refund if approved?

Once your goods have been received by Corrugated Carton Products, please allow up to 10 working days for your refund to be processed back to the credit card originally used when placing the order.