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FAQs (Frequently Asked Questions)


PRODUCTION QUESTIONS
  • Do I have to place my order through your website?
    • No, you can call and speak directly with one of our customer service representatives.  They will assist you through the entire process of placing an order.
  • What is your production lead time?
    • Typically lead times range from 7 to 10 days depending on the quantity and the complexities of your order.   Freight transit times are not reflected in that lead time; they will be additional.  These transit times will be shown as options you can select under shipping method when checking out.
  • How can I design my own box?
    • We have an online design application that allows you to easily and quickly add things such as a logo, text, art or graphics to your box.  You may choose specific dimensions for your box as well.  You also have the option to use other applications such as Adobe Illustrator to create your art work and upload those files directly onto our website.
  • Can I order non printed boxes with custom dimensions?
    • Yes.  Our on-line estimator does allow you choose an option for no printing when selecting your print options for your package.  You will see a difference in pricing when selecting the no print option.  It typically will be cheaper when creating packages with no print.
  • How can I reorder more boxes?
    • Reordering is simple.  Log into your account and click on the “reorder”.  Then place a check next to the item you wish to re-order and submit.  Simply select quantities and proceed to check-out to complete your order.
  • Where are the boxes manufactured?
    • All of our boxes are manufactured in the United States.  Based upon the requirements of your order and the shipping zip code, we will pick a manufacturing plant closest to your location.
CUSTOMER SERVICE QUESTIONS
  • Who do I contact to report a problem?
    • Damaged Product:
      • If the items you ordered appear to be damaged, please contact our Customer Service department through the link here.  We will review your request and try to resolve your issue as soon as possible.  In your message to our Customer Service department please be sure to include your order number and a detailed description of the damage to your product.  If the damage appears to be done during transit, please be sure to notify our Customer Service department within 10 days; that is the window of time we are allowed to file a claim through our carrier.
    • Incomplete Order:
      • In rare instances we may run your order short due to quality issues.  We reserve the right to decline a rerun of the missing quantity from your order as long as the shortage is less than or equal to 10% of the total quantity ordered.
    • Billing Issue:
      • Please contact our Customer Service department with any billing issues.  If you notice any unauthorized charges on your debit or credit card, please contact your credit card company and dispute the unauthorized charges.  In the event your CartonXpress account was accessed without your authorization, please reset your password by clicking the link here.  Please be sure to delete any account information you provided previously once you have reset your password.  If you would like to close your CartonXpress account, please contact our Customer Service department and they will assist you.
    • *Please note: in any correspondence you have with our Customer Service department please be sure to always include your account number along with your name.
  • Can I change or cancel my order?
    • If you need to edit your order or cancel a portion of your order, please contact our Customer Service department as soon as possible.  We will do our best to accommodate your request.  Please note that it may not always be possible we change or cancel an order due to the fact all items are made to order.  If an order is actually already in the production process or in transit, then the order cannot be changed or cancelled.
    • *Please note: you will be notified within 2 business days the status of your request.
  • Do you accept returns?
    • If you are not 100% satisfied with your order, please contact our Customer Service department.  We aspire to achieve excellent quality in our product so we ask you return the product you are not happy with so we can further inspect the product.  If the product returned was returned due to an error on our end, we will refund you the shipping charges on the original order in full.  If your product was defective or damaged (again due to an error on our end), it will be reprinted and shipped at no cost to you.
  • What happens if you have a policy change?
    • CartonXpress reserves the right to make changes to our policies without any notice to you at any time.  In the event we do have a major policy change we will do our best to notify our customers of this change via a notification to your account through our website or through an email.  Please make sure your email address is current in the “Accounts Information” page so we can better ensure you receive important notifications.
  • What forms of payment are accepted?
    • We accept Visa, Mastercard, Discover and American Express on our secure website.
SHIPPING QUESTIONS
  • How much do you charge for shipping?
    • Charges for shipping vary widely based upon various factors.  Total cost will depend upon the order size, total weight and the number of parcels.
  • Can I expedite the delivery?
    • In most instances we can expedite the shipment of your packages.  Please be sure to reach out directly to our customer service department to ensure a “rush order” can be placed on your shipment as well as to inquire about rates and details.
  • How Can I Track My Order?
    • Once your CartonXpress order has shipped you can easily track your shipment.  Log into your account from the home page and then select “My Orders”.  Then click on the tracking number next to the order you would like to check on the status for.
    • *Please note that for orders that ship internationally there can be a delay caused by customs clearance procedures.  Also, some international shipments may be subject to limited traceability.
  • What do I do if my account shows my package has been delivered but I haven’t received the package?
    • First check your email and your account notices on our site for attempted delivery notices.
    • Second check around your delivery location for the package(s).
    • Verify no one else has accepted the package.
    • Wait until the end of the day the package(s) was supposed to be delivered due to the fact sometimes our system will show a package delivered while the package is still in transit.
    • *Please note if the package(s) has still not arrived within the delivery window we provided, and you also did not receive any attempted delivery notices via our carrier, please contact our Customer Service department through the CartonXpress website.
ARTWORK QUESTIONS
  • How do I submit artwork?
    • We will provide you with a dieline which can be downloaded from our website.  This dieline must be used to submit your custom artwork.  The dielines we provide on our website cannot be changed or altered.  If you require a dieline that is different than the options we have on our website please contact customer service and they will order you a personalized dieline.  Once you have finished checking out and your order has been processed, you will receive an order confirmation email.  In this email you will find a link to submit your final artwork.  Please follow instructions in the email to submit your artwork.  We will email you once we have received your artwork and have applied it to your dieline.  We will also email you a PDF proof for your final approval before moving your order into production.
    • (If you can’t find or never received the order confirmation email please send an email with your artwork attached to customer.service@cartonxpress.com.  Please be sure to reference your Order # in the subject line of your email).
  • What are the requirements to be able to submit my own artwork?
    • For the best printing results, please refer to the artwork submission guidelines discussed in the link below.  All artwork must be set up as a CYMK for print with a 1/8” bleed.  All fonts must be outlines to prevent being replaced by a default font.  All links also must be embedded within the artwork.  All images must be a minimum of 300 ppi for ideal printing results.  We do not make any corrections nor do we alter our customer’s artwork.  It is the customer’s responsibility to ensure that the artwork submission guidelines have been met.  The customer may choose to proceed to the production stage of the packaging and disregard these guidelines at their own risk.
  • Do you charge extra based on the number of colors and the amount of ink on the box?
    • No, you may add as many colors and as much ink as you like to your design.
  • Do you check my artwork for technical issues like alignment and image resolution?
    • Yes, we will examine all artwork to make sure they meet our printing standards.  If there is an issue, we will reach out to you to address it.  We will resolve to fix the issue to the best of our capabilities. We are, however, not responsible for any misspelling or wrong content if submitted by the customer.
  • Do you charge for plates and dies? Are there any hidden costs?
    • No, there are zero hidden costs.  Pricing is pretty straight forward.  You will not see additional charges as you pay at the end of your transaction.
SAMPLE QUESTIONS
  • Do you offer samples?
    • Yes, there are several options to choose from for samples.
      • Complimentary Samples
        • A free sample kit - This contains several different examples of the types of products we provide.  These will be shipped via UPS Ground which can take up o 7 days to receive.  If you need to receive these samples sooner, we ask you provide your shipper account information to bill the cost of expediting the shipment to.
        • A free white sample with no print - We would be more than happy to provide you with a complimentary plain sample of the package you are considering on the paper of your choice without any print on it.  This will allow you to see the structural design of the package prior to purchasing it.
      • Samples for Purchase
        • Custom printed samples - These will not be complimentary but will allow you to see every detail of the package you are considering prior to purchasing it.  You will be able to add your own art work and dimensions to the package.
ACCOUNT INFO QUESTIONS
  • How do I retrieve my password?
    • If you forget your password, simply click on the “Forgot Password?” link on the log in page.  It will automatically prompt an email to be sent to you with instructions on how to reset your password.
  • How do I update my account information?
    • Once you have logged in to your account, click on the “My Account” link in the upper right-hand corner.  You will be redirected to your Account Dashboard where you can select the “edit” button next to whichever category of information you would like to update.