Frequently Asked Questions

How do I make changes in my account?
Do you offer free samples?
What forms of payment are accepted?
Help! I forgot my password
How do I receive a custom quote?
What are plain samples?
What is your digital print option?
What are the artwork submission requirements?
How do I submit artwork?
What is your production lead time?
How much do you charge for shipping?
How can I track my order?
Who do I contact to report a problem?
Can I change or cancel my order?
Do you take returns?
What happens if you have a policy change?

1. How do I make changes in my account?
   Click on My Account located at the top of the page. From your Account Dashboard, click the Edit link next to the information you wish to update.
   
   
2. Do you offer free samples?
   All of our cartons are custom made-to-order, so unfortunately we do not provide free custom size samples. We offer a free sample kit when you sign up for an account with us, which showcases our paperboard thickness, coatings, and printing quality.
   
   
3. What forms of payment are accepted?
   We accept the following credit and debit cards on our secure site: Visa, MasterCard, Discover, and American Express.
   
   
4. Help! I forgot my password
   If you don’t remember your password, click on the password link located on the log-in page. You will be sent an email with instructions to reset your password.
   
   
5. How do I receive a custom quote?
   You are able to receive quotes immediately on items offered through our website. Custom quotes may be requested through customer service. Custom quotes are required on any item not offered through our website. This includes, but is not limited to, items utilizing hot stamping, embossing, specialty coatings, specialty paper, spot colors, customized structures or inserts, or backside printing. Custom quotes may take 24-72 hours, depending upon the complexity of the quote. Custom quotes are preliminary pending review of final artwork
   
   Our production lead time for custom quotes is 18 business days after artwork approval. This lead time reflects our usual production time but is not a guarantee. This does not include shipping time. Orders submitted or approved for production PST Monday through Friday will be processed on the following business day. All time estimates exclude weekends or holidays. All items are shipped FedEx ground unless stated otherwise. We require a physical address for all shipments and are unable to deliver to PO boxes. Once your order ships, a notification will be sent via e-mail with a tracking number. All orders are processed and shipped Monday through Friday, excluding holidays.
   
   If you have any questions, please reach out to our customer service department at CustomerService@FoldedColor.com
   
   
6. What are plain samples?
   Plain samples are white, unprinted paperboard samples of your unique dimensions. Plain samples will arrive in quantities of two for $12. Ordering a plain sample is a great idea to make sure your product fits perfectly in its packaging prior to placing a larger order.
   
   Plain samples will arrive labeled with the structure, board type, and dimensions. If you do not want your samples labeled, please contact customer service prior to placing your order.
   
   
7. What is your digital print option?
   Our digital printing option is available in quantities of 2 to 50 on uncoated medium (18pt) stock. Digital prints are more susceptible to scratches and cracking than offset production runs. Digital prototypes are not the same quality as a production run, but are great for prototyping purposes. Prototypes are great for buyer meetings, new market research, tradeshows, and anywhere else your product proposal needs a competitive edge. The usual turn-around on digital prototypes is 7-10 business days after artwork approval.
   
   
8. What are the artwork submission requirements?
   For optimal printing results, please refer to the artwork submission guidelines outlined in the link below. All artwork must be set up as CMYK for print with a 1/8" bleed. All fonts must be outlined to prevent being replaced by a default font, and all links must be embedded within the artwork. All images must be at least 300 ppi for optimal printing. We do not make corrections or alterations to customer artwork. It is the customer's responsibility to ensure that artwork submission guidelines have been properly followed. You may choose to proceed to production in disregard of these guidelines at your own risk.
   https://www.foldedcolor.com/PDF/Submission_Guidelines.pdf
   
   
9. How do I submit artwork?
   Artwork must be submitted on a dieline downloaded from our website or emailed from customer service for custom quotes. Dielines may not be changed or edited; if you require a dieline that is not available on our site please contact customer service to order a personalized structure. If you are ordering one of our Standard Size Boxes, please click on the “Download PDF Dieline” link on the product builder page. Then select “Order Boxes and Submit Artwork.” This will take you directly to the Cart. Once you’ve checked out and the order has been processed, you will receive an Order Confirmation email with a link to submit your final artwork.*  We will email you a PDF proof for final approval prior to moving your order into production.**
   
   If you are ordering one of our Custom Size Boxes, please select “Order Boxes and Submit Artwork” after completing the box selections on the product builder page. This will take you directly to the Cart. Once you’ve checked out and the order has been processed, you will receive an Order Confirmation email with a link to submit your final artwork.*  Within 24 business hours of processing your order, we will send your custom dieline to the email address associated with your account. Once you’ve placed your artwork on our dieline, you can submit the artwork via the link in your Order Confirmation email. We will email you a PDF proof for final approval prior to moving your order into production.**
   
   *If you delete, do not receive, or otherwise can’t find your Order Confirmation email, please attach your artwork in an email and send to CustomerService@FoldedColor.com. Please reference your nine-digit Order # in the subject line of your email.
   
   **Please note that Production Time does not begin until we receive final approval of your PDF proof(s).
   
   
10. What is your production lead time?
    Our standard lead time is 10-12 business days after artwork approval. Standard lead times reflect our usual production time but are not a guarantee. This does not include shipping time. Orders submitted or approved for production PST Monday – Friday will be processed on the following business day. All time estimates exclude weekends and holidays. All items are shipped FedEx ground unless stated otherwise. We require a physical address for all shipments and are unable to deliver to PO boxes. Once your order ships, a notification will be sent via e-mail with a tracking number. All orders are processed and shipped Monday through Friday, excluding holidays. Please note that due to our involvement in the manufacture of a variety of medical and pharmaceutical businesses, all orders related directly to the COVID-19 pandemic are taking priority at this time. Please be assured that if your order status seems to be affected in any way by this pandemic, we will be in touch to notify you of any delays.
    
    
11. How much do you charge for shipping?
    Shipping charges are calculated online and will vary depending on order size, weight, and the number of parcels to be delivered.
    
    
12. How can I track my order?
    After your FoldedColor order has shipped, you can easily track your package. Log into your FoldedColor account and select the order you wish to track. Click on your tracking number to see your shipment status.
    
    International orders may be subject to customs clearance procedures that can cause delays in delivery. Some shipments, such as international shipments, have limited traceability.
    
    If your package shows as delivered, but you haven't yet received it:
    
              1. Look for attempted delivery notices.
              2. Search around your delivery location for your package.
              3. Make sure that no one else has accepted the package.
              4. Wait until the end of the day as packages will sometimes show as delivered while still in transit.
    
    If your order has not arrived within the delivery window provided and you have not received any attempted delivery notices, please contact our Customer Service department.
    
    
13. Who do I contact to report a problem?
    Damaged Product:
    If the items you have received appear to be damaged, please contact our customer service representatives here. We will review your request and help solve your issue as soon as possible. When contacting customer service please include your order number and a detailed description of the damaged product(s). If the product appears to be damaged during shipment, please notify us within 10 days, as our carriers will only accept claims within that time frame.
    
    Incomplete order:
    We strive to make and ship your products accurately and on time. In the rare event that an order is short due to quality issues, we reserve the right to decline a rerun of the missing peices as long as the shortage is less than or equal to 10% of the actual order. If you have a problem with your shipment missing items, product shortages, or incorrect items, please contact our Customer Service department here.
    
    Billing Issue:
    Please contact our Customer Service with any billing issues. If you see any unauthorized charges from FoldedColor.com on your debit or credit card, please contact your credit card Company or bank to dispute any unauthorized charges. If your FoldedColor account was used without your authorization, please reset your account password here and delete any saved payment information. If you would like to close your FoldedColor account, please contact  Customer Service for further assistance.
    
    Our dedicated Customer Service staff is here to assist you. Please provide us with your order number when contacting us. Any issues pertaining to your order, including damaged or missing product, must be reported to FoldedColor Customer Service within 30 days of the delivery date of your product.
    
    
14. Can I change or cancel my order?
    If you need to make a change or cancel a portion or all of your order, please contact our Customer Service as quickly as possible. We will make every effort to fulfill your request. Please be aware that it may not always be possible to change or cancel an order, as all items are made to order. If the order is already processing or in transit, orders may not be changed or canceled.
    
    You will be notified within two (2) business days regarding the status of your change or cancellation request.
    
    
15. Do you take returns?
    Due to the custom nature of our product, we do not offer any returns or credit on product unless it has been determined to be defective or damaged. If you have received defective or damaged product, please contact our Customer Service department immediately. We strive for quality, so we ask that you return the damaged or defective products for inspection at our facility. In the event that an order is returned due to our error, shipping charges on the original order will be refunded. If your product is determined to be defective or damaged, it will be reprinted and shipped at no additional charge following our standard turnaround times.
    
    All returns must be accompanied with a return authorization number which may be obtained after filing a report with our Customer Service department. We are unable to issue refunds for return shipping charges. Please allow 1-2 weeks once we receive your return for your refund to be processed. We do not issue refunds or credits for problems reported more than 30 days after delivery, or for damaged product reported more than 10 days after delivery.
    
    
16. What happens if you have a policy change?
    FoldedColor reserves the right to make changes to our policy with little or no notice to you at any time. When we do have a major policy change, we will do our best to notify you of any upcoming changes that you can expect through our newsletter. Please make sure that you are signed up for our newsletter, as we cannot add you to any mass notification emails otherwise.