Return & Refund Policy
Plain-English rules for deposits, cancellations, and claims on private label orders.
Our products are custom-made for you
Everything in our private label catalog is custom-manufactured with your brand’s label. Because each order is produced specifically for you, finished private label goods cannot be restocked or resold, and are not returnable once they have been manufactured — except when something is wrong with them (see “Defects and damage” below).
When production begins
Your order does not enter production the moment you pay. Orders enter production only after your label designs have been approved and your approved printed labels have arrived at our facility. Until that happens, nothing has been manufactured for your order.
Deposit refunds before production
You pay a 50% deposit when you place your order. If you cancel before production begins, we will refund your deposit minus the card processing fees we were charged on the transaction and any costs already incurred on your order (such as label design work). If we cancel your order or cannot fulfill it, your deposit is refunded in full. To cancel, contact us at [email protected] with your order reference.
Once production has begun, the deposit is no longer refundable, because your units are already being manufactured with your label.
Defects and damage
If your order arrives defective or damaged, we make it right. Report any defect or shipping damage within 30 days of delivery and we will replace the affected units or refund you for them, your choice. Photos of the affected units and packaging help us resolve claims quickly.
How to reach us
Email [email protected] or call +1 888-265-0660. Include your order reference (from your confirmation page or email) and a short description of the issue. We respond within one business day.
Summary
- Custom private label goods — no returns of correctly manufactured product.
- Cancel before production begins: deposit refunded minus card processing fees and any costs already incurred.
- Defective or damaged units reported within 30 days of delivery: replaced or refunded.
- Contact: [email protected]
Curious how the ordering process works from start to finish? See How Ordering Works.