Return & Replacement Policy

All sales are final

We don't hold finished stock on a shelf. Every box, insert, cap and tag is produced after you place your order — printed, cut and assembled to the sizes, colors, counts and artwork you chose. A box built to your vial layout or a cap printed with your logo can't be restocked or resold to anyone else.

Because of that, we do not accept returns or exchanges for change of mind, including orders where you ordered the wrong size, the wrong vial count, or a quantity you no longer need. Please double-check your configuration, artwork and quantities before you check out.

This does not affect the replacement rights below, or any rights you have under applicable consumer law.

Damaged, defective, or incorrect items

If your order arrives damaged in transit, has a manufacturing defect, or doesn't match what you ordered, we'll replace it at no cost to you — including shipping the replacement. At our discretion we may issue a refund instead of a replacement.

Report it within 14 days of delivery by emailing support@vialboxes.com with:

• Your order number (it's on your confirmation email).
• A short description of the problem — what's wrong, and how many pieces are affected.
• Clear photos of the item and, for shipping damage, the outer packaging as it arrived.

Don't ship anything back to us before you hear from us. In most cases we won't need the item returned, and unauthorized returns can't be processed or refunded.

What isn't covered

• Change of mind — see "All sales are final" above.
• Errors in artwork or text you supplied. We print the logo file you upload and the label text you enter, exactly as provided. Typos, low-resolution uploads, and colors that don't match your expectation on a printed surface aren't defects. Check the on-screen preview carefully before ordering.
• Fit issues from an incorrect configuration. Our sizes are listed for specific vial dimensions; a box that doesn't fit vials it wasn't configured for isn't a defect. Contact us before ordering if you're unsure.
• Normal wear, misuse, or modification after delivery — including damage from drops, solvents, heat, or cleaning methods the material isn't rated for.
• Minor cosmetic variation. These are 3D-printed and UV-printed goods; slight variation in layer texture, color shade between production batches, and print registration is normal and expected.

Canceling or changing an order

Orders typically enter production quickly, and once production starts we can't cancel or change them. If you need to correct something, email support@vialboxes.com with your order number as soon as possible — if we catch it before your order goes to the printer, we'll do our best to adjust it or cancel it for a full refund. We can't guarantee that, so please treat every order as final once placed.

Shipping problems

Orders are made to order and ship within the United States in 7–10 business days. Once a package is handed to the carrier, delivery timing is up to them.

If tracking shows your package as delivered but you can't find it, check with your household and neighbors and give it 48 hours — carriers occasionally scan early. If it still hasn't turned up, or if tracking hasn't moved for several days, email us and we'll help you chase it. We're not responsible for packages lost or stolen after a confirmed delivery scan, or for delivery failures caused by an incorrect or incomplete address at checkout, but we'll always try to help you sort it out.

How refunds work

When we do issue a refund, it goes back through Stripe to your original payment method — we can't refund to a different card or account. Once we process it, it typically takes 5–10 business days to appear on your statement, depending on your bank.

Changes to this policy

We may update this policy as our products and process change. We'll update the "Last updated" date above when we do. The policy in effect at the time you placed your order is the one that applies to it.

Contact

Questions about an order, or not sure whether something's covered? Email support@vialboxes.com with your order number and we'll take a look. You can also reach us through the contact form.