Refund policy
All sales at Prime Carton Ltd. are final.
We manufacture and stock corrugated packaging in fixed bundle quantities and specific board grades, and most of what we produce is cut, printed, and assembled to order. For this reason we do not accept returns, exchanges, or cancellations, and we do not issue refunds, on any product.
Please review your order carefully before placing it. If you are unsure which size, board grade, or quantity you need, call us at 416-431-5848 or email info@primecarton.com before you order. We are glad to confirm dimensions, provide a specification, or arrange a sample. Once an order is placed it proceeds directly to fulfilment or to board procurement and cannot be changed.
Ready to Ship boxes
Ready to Ship boxes are final sale. They are not eligible for return, exchange, or refund, whether delivered or picked up at our facility.
Made to Order and custom products
Made to order and custom manufactured boxes, including any product with custom sizing, custom printing, or a specified minimum order quantity, are final sale and cannot be cancelled once the order is placed.
When you place a made to order order, we purchase corrugated board from the mill in the specific grade, flute, and sheet size required to produce it. That board is committed to your order and cannot be returned or reallocated. The full order value remains payable.
Order quantity variance
Corrugated manufacturing does not produce an exact count. Made to order quantities are subject to a variance of plus or minus 10% of the ordered quantity, and the delivered quantity is considered fulfilment of the order. A shipment within this range is not grounds for a claim. If you require a firm minimum quantity, tell us before you order and we will quote to produce above it.
Damaged or short shipments
Final sale does not affect your right to a remedy if we ship the wrong product, ship short, or ship product that arrives damaged.
Inspect your shipment on arrival, before signing for it. If any skids or cartons are visibly damaged, note the damage on the delivery receipt or bill of lading before the driver leaves. This documentation is required by freight carriers to process a claim.
Report any damage, shortage, or shipping error to us within 5 business days of receipt, with your order number and photographs of the product, the packaging, and the skid label. We will arrange a replacement or a refund at our discretion.
Manufacturing defects and specification issues
If a product does not match the approved specification, or if there is a manufacturing defect, contact us within 10 business days of receipt with your order number and photographs. Please retain the affected material until the claim is resolved, as we may need to inspect it or arrange its return.
Where a claim is validated, we will remake the affected quantity or issue a refund for it. Minor variance is inherent to corrugated manufacturing and is not considered a defect. This includes dimensional tolerance and board caliper or colour variation between production runs.
Our liability on any claim is limited to the value of the affected product. We are not liable for consequential losses, including lost production time, downstream shipping costs, or lost sales.
How to make a claim
Email info@primecarton.com or call 416-431-5848 with your order number, the product in question, the quantity affected, and the reason for the claim.
Refunds
Where a refund is issued under a validated damage, shortage, or defect claim, it is applied to the original payment method. Please allow 5 to 10 business days for the refund to appear on your statement.
Contact
Prime Carton Ltd.
860 Progress Avenue, Scarborough, Ontario
416-431-5848
info@primecarton.com
Monday to Friday, 8:00am to 4:00pm