ORDER QUESTIONS

Do I need to be a business to order?
At PACKQUEEN, anyone can order direct from our website. Whether you are just starting out, an established business or simply need boxes for your own personal use, you can order through us.

I am a business, how do I create an account?
If you are a business, you can begin by ordering online. Your account will then be registered to your nominated email address. All our pricing is wholesale and is advertised online. You can instantly benefit from our bulk purchase options.

Help! My Order is Urgent!
We do our very best to accommodate urgent orders wherever we can. However, during busy times this is not always possible.
If your order is urgent, please call us BEFORE placing your order to confirm that we can meet your deadlines on +613 8689 9344. Also, if your order is urgent, please specify the date that you need your order to be delivered in the comments section when checking out.

I received an email that says my order is being manufactured, how long will that take?
Depending on the product that you have purchased manufacturing can vary. You will find the current lead time for manufacturing above the pricing table within your chosen product. If you need an accurate lead time, please email us at [email protected] or call us on +613 8689 9344. Custom manufacturing varies depending on your chosen product.

SAMPLE SERVICE

Do you provide samples?
Yes. As we do not refund or exchange for change of mind purposes we highly recommend ordering a sample before you place your order. You can order samples on any of our product pages. 

Can I get more than one sample of the same product?
Unfortunately we only offer one sample per product. Samples are provided for quality and size testing.
 
Can I get samples in multiple colours?
To help keep costs down for you, we manufacture our samples in bulk. This means that they are only available in brown or white (made to order products are only available in brown). But don’t worry…. we’ll send you swatches of the colours that you need so you’ll be able to see the exact colour and finish of your preferred option!

Are samples free?
In most cases our samples do incur a charge. The sample charge is generally between $2-$10 (please note there are some exceptions). As we receive hundreds of sample requests each week we do charge for samples and postage. We want to keep our prices as low as possible and I’m sure that you serious buyers don’t want to subsidise other peoples one off freebies!

DELIVERY

Dispatch & Delivery Estimates
Dispatch and delivery times can vary depending on the product you have ordered and the delivery location.
Products that are in stock will be dispatched from our warehouse in 1-3 business days.
Items that are made to order are dispatched within 7-10 business days (printed products can take up to 20 work days, however on receipt of your order we will keep you informed of any manufacturing times that may be applicable. Lead times are specificed on all product pages.
 
My order has arrived too late to meet my deadline, Can I return the products?
We will always do our very best to meet your deadlines and dispatch your products accordingly. However, once we dispatch products from our warehouse they are then in the hands of the courier. If your order is urgent, please call us BEFORE placing your order to confirm that we can meet your deadlines on +613 8689 9344.  Please note, that we do not accept any returns/or refunds for delivery delays as a result of our courier partners.
 
My delivery hasn’t arrived yet, what should I do?
The best thing to do is to track your order using the consignment number in the dispatch notification email that you received, as it may be on board for delivery. If you have any delivery queries or concerns please contact us at [email protected] or call us on +613 8689 9344 and we can assist with any courier issues. Please note, from time to time courier delays can occur, these are beyond our control, but if your order is delayed contact us and we will do our best to help.
 
I have only received 2 of the 3 boxes that I am expecting, what should I do?
Your missing box may have been separated from the others during transit. The best thing to do is to track your order using the consignment number in the dispatch notification email that you received, as it may be on board for delivery. If you have any concerns please contact us at [email protected] or call us on +613 8689 9344 and we can help with any courier issues.
 
What are the shipping costs?
Our shipping costs will vary depending on the size and weight of your order and its delivery destination. You can get an accurate shipping cost by using the shipping calculator on each of the product pages or by adding multiple items to your shopping cart and enterting your postcode, prior to making payment.
 
How will I know when my order has been shipped?
You will receive a dispatch notification email from us containing a consignment tracking number as soon as your order has left our warehouse.
 
How do I track my order?
You can track your order using the consignment number that was emailed to you in your dispatch notification email. Please contact us at [email protected] or call us on +613 8689 9344 if you need any assistance.

 

CUSTOM PRINTED BOXES

Can you print on to the boxes?

We do have a printing service available. We offer Screen Printing, Foil Printing, Flexo Printing and Offset Printing. The type of printing that will best suit you will depend on the quantitiy that you require and the style of box that you are after. For more information request our Custom Information Pack. We also have a range of our most popular boxes available with flexo or screen printing already included in the price. Click here to view these on our website.

PRODUCT INFORMATION

Why do you need the dimensions of my product?
As we have hundreds of possibilities to choose from and we like to make sure that we can recommend the best packaging match for your product. Our customer service team would love to help you find the perfect packaging for your product, simply fill out our online form, email us at [email protected] or give us a call on +613 8689 9344.
 
Are the dimensions listed internal or external dimensions of the product?
We list the internal dimensions for each of our products to give you the best indication as to whether they will be suitable for yours. If you need to know the external dimensions, please email us at [email protected] or call us on +613 8689 9344
 
Are your products made from recycled materials?
Much of our range is manufactured from 50-80% recycled materials, and is fully recyclable. If you require information on any specific product/s, please email us at [email protected] or call us on +613 8689 9344.

Why are some of your boxes recommended for postage while others aren’t?
We have thousands of products available on our website. Our presentation gift boxes are made from a 285gsm paperboard which we do not recommend for postage. Our corrugated cardboard boxes however, are strong and sturdy and perfect for postage. Those products suitable for postage will include the 'suitable for postage' image on the product page.

If you are unsure about which product you need our customer service team would love to help, simply fill out our online form, email us at [email protected] or give us a call on +613 8689 9344.
 
Help! I’m having trouble folding my boxes!
We have created a helpful range of videos to help with folding our boxes. Just follow the easy step by step instructions in all our products and you’ll be a pro in no time! Otherwise, reach out to our team as we are happy to help.

Are you an Australian manufacturer?
We are proudly an Australian owned company who manufactures around 90% of our products right here in Australia. 
 

SECURITY

Are my details secure?
We do not pass on your information to any third parties. You can also opt out of receiving emails at any time using the unsubscribe button at the bottom of the email. We do not hold credit card details and all payment information is encrypted securely.
 

REFUNDS/RETURNS

Do you accept returns/refunds for change of mind?
We do not accept refunds/returns for change of mind purposes. We encourage customers to obtain a sample of their products before purchase to ensure satisfaction. To obtain samples, simple order through the relevant product page.
 
To view our full Refunds/Returns policy please click the following link: https://www.packqueen.co.nz/v/returns
 
What happens if I'm not happy with the product I receive?
Contact one of our customer service team at [email protected] or call us on +613 8689 9344.

What if the product is faulty or incorrectly delivered?

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, please get in touch so we can help resolve the problem. Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your order. All claims for faulty or incorrectly delivered items must be received within 21 days from date of dispatch. All online purchases claimed as faulty will need to be sent back to PACKQUEEN for an official assessment by the PACKQUEEN product development team.
To view our full Refunds/Returns policy please click the following link :https://www.packqueen.co.nz/v/returns