Return Policy

Return and Refund Policy

Rock Valley Packaging specializes in custom-manufactured packaging products built to order. Because every item we produce is made to your specifications — including dimensions, materials, print, and finish — we are unable to accept returns or exchanges on orders that have been produced as approved.

Before any production run begins, we provide both digital proofs and physical samples for your review and sign-off. Once those are approved and production is underway, the order cannot be cancelled, modified, or returned.

Defective Products

If you receive an order that contains manufacturing defects — including print errors that deviate from your approved proof, structural defects that affect the function or integrity of the box, or finishing errors that differ materially from the approved sample — contact your Rock Valley Packaging representative within 30 days of receipt. We will review the claim and work with you toward a resolution, which may include replacement of the affected units, a credit toward a future order, or another remedy appropriate to the situation.

To submit a defect claim, please have the following ready: your order number, a description of the defect, and photos clearly showing the issue on a representative sample of the affected units.

Shipping Damage

If your order arrives with damage caused during transit, document the damage before moving or disposing of any materials. Retain the original packaging and take photos of both the shipping container and the damaged product. Contact us within 15 days of delivery so we can assist with the carrier claim process and discuss next steps for your order.

Claims submitted after 15 days of delivery may not be eligible for replacement or reimbursement through the carrier.

Order Accuracy

Rock Valley Packaging produces orders according to the specifications, proofs, and samples that have received written customer approval. We are not responsible for errors in orders that were produced as approved — including dimensions, copy, colors, or structural configuration that were signed off by the customer prior to production. We strongly encourage thorough review of all proofs and samples before providing approval.

If you have a question about an order you’ve received, contact us 815-654-1045 as soon as possible.