Customer Service

Return Policy

Your satisfaction is very important to us.  Please contact us if you have any questions or concerns about your order.

If you order has not been printed or shipped yet, please read about cancelling an order.

As your chocolate bar wrappers have been created especially for you, they cannot be resold and so may not be returned for a refund. However,  we will gladly reprint your order and send it to you at our expense under the following circumstances:

  • Your wrappers contain errors that do not appear on your approved artwork (please refer to your proof e-mail for confirmation)
  • Your order was damaged in transit (please retain all packaging and provide us with a digital photo of the damaged package/product)

You are required to notify us of the above within 3 days of receipt of your order.  If eligible for a replacement order, we will endeavour to reprint your wrappers as quickly as possible.  You will receive an e-mail notification when your replacement order has shipped.

Shipping charges, design/artwork set-up fees and rush processing fees are not refundable.

Does Your Order Contain Chocolate Bars?

Our return policy applies.  In the event you are eligible for a reprint order, you have two options:

  • We will ship you reprinted wrappers only, for you to re-wrap on the chocolate bars yourself (there is no need to return anything to us in this case)
  • You may send us your entire order (at your expense) so we may re-wrap your chocolate bars with the reprinted wrappers before shipping it back to you (at our expense)

Please note, chocolate bars may not be returned/refunded due to damage from heat in transit.  During the summer months, insulated packaging is included with your shipping rate.  At all other times, insulated packaging is available to you as an optional add-on.

A Note on Color

Colors viewed on-screen may differ from actual print colors.  The settings, quality and calibration of your monitor will determine any variation.  We do not accept returns based on color differences.  We recommend ordering a sample kit if you wish to confirm how colors will appear on paper.

Non-Personalized Items

Non-personalized items such as foil sheets may be returned within 14 business days for a full refund, minus the cost of shipping, provided the items are returned unopened, unused and in their original packaging. You must contact us prior to returning your order.  Return shipping is the customer’s responsibility.

If You Did Not Request A Proof

If you indicated that you did not require a proof to review and approve before printing (by selecting either fast or rush processing), we cannot be held responsible for any errors or omissions on your printed wrappers.

Incomplete Orders

Please see Incomplete Orders.

Damaged Shipments

Please see Damaged Shipments.

 

Please review our Terms and Conditions of Sale for more information about our policies.