Returns & Refunds
Every order at Custom Cone Sleeve is printed to your design, size and quantity. Because each run is made only for you, we cannot resell it, so the rules below are different from a normal shop. Please read them before you approve your proof.
1. Returns
Custom printed cone sleeves and other custom packaging cannot be returned or exchanged. This applies to every order, including orders placed through the website and orders placed by quote.
2. If we made a mistake
If your order arrives with a printing error that is our fault, or it was damaged in transit, we will print the order again for an extra 30% of the original order value. Examples of our mistakes:
- The print does not match the proof you approved (wrong artwork, wrong colors outside normal print tolerance, wrong text).
- The size or style is different from the approved specification.
- The sleeves arrived crushed, wet or torn because of shipping.
We do not reprint for issues that were visible on the proof you approved, such as spelling, layout, image quality or colors you chose.
3. How to report a problem
- Contact us within 5 business days of delivery at info@customconesleeve.com or (914) 435-5154.
- Include your order number and clear photos of the problem and of the shipping box.
- Keep the sleeves until we confirm the next step. We may ask for a few samples back.
Reports sent after 5 business days cannot be accepted.
4. When we give a refund
We issue a refund only if we cannot print your order, for example when a material or size cannot be produced. In that case we refund the amount you paid for that order to the original payment method. We do not give refunds for orders that we have printed and shipped.
5. Rush orders
Rush production (5 business days) has an extra fee. The rush fee is not refundable once production has started.
6. Samples
Samples of earlier orders that show our materials are free. Samples printed with your own design or size are paid, and the sample fee is not refundable once the sample is made.
7. Cancelling an order
You can cancel free of charge until you approve your proof. After proof approval the order goes into production and cannot be cancelled.
Contact
Custom Cone Sleeve
834 Raleigh Dr, Toms River, NJ 08753, USA
Email: info@customconesleeve.com
Phone: (914) 435-5154