Refund / Issue Policy

Dines Pack provides custom printed takeout packaging for food and beverage businesses. Because most orders are made to customer specifications, custom printed orders are generally not eligible for return or refund once production has started, except where there is a confirmed production, quality, damage or fulfillment issue.

1. Custom Order Policy

Custom packaging is produced based on confirmed order details, including product type, quantity, size, material, print layout and delivery information. Once an order has moved into production, it cannot usually be cancelled, returned or refunded simply because of a change of mind, incorrect customer-provided information, or a change in business needs. Before production begins, we help confirm key order details and layout direction. Customers are responsible for reviewing and approving the relevant details before production moves forward.

2. When to Contact Us

Please contact us if you believe your order has one of the following issues:

• damaged packaging upon delivery;
• incorrect product type, size or quantity;
• visible production defect;
• print issue that differs materially from the approved layout;
• missing items from the confirmed order;
• other quality issue that affects normal use.

To help us review the issue, please contact us within 7 days of delivery and include your order information, photos or videos of the issue, photos of the shipping carton if damaged in transit, and a brief description of what happened.

3. How We Review Issues

After receiving your information, we will review the order details, production records, photos, shipping information and any approved artwork or layout reference. Depending on the situation, we may offer replacement of affected items, partial replacement, credit toward a future order, a partial refund, or another reasonable solution based on the issue, the affected quantity, the order details and the supporting evidence provided.

4. Issues Not Usually Eligible for Refund

• change of mind after approval;
• customer-provided artwork, logo, spelling or layout errors that were approved before production;
• incorrect product, size, quantity or delivery information provided by the customer;
• minor color variation caused by material, printing method, screen display or production tolerance;
• normal variations in custom manufacturing;
• delays caused by incorrect delivery information, customs, carrier issues or circumstances outside our reasonable control;
• products that have already been used, distributed or stored improperly.

5. Shipping Damage

If packaging appears damaged during delivery, please take photos of the outer carton, inner packaging and affected products as soon as possible. Shipping damage claims may require supporting photos and carrier review.

6. Contact

If you need help with an order issue, contact us at hi@dinespack.com. Please include your order information and a clear description of the issue so our team can review it efficiently. You can also start a new packaging request.