F.A.Q
Product
1. What happens after I place my order?
After you place your order, our operation team reviews your design and sends a digital proof within 48 hours.
2. How long will it take to receive my order?
Our standard production time is 7–10 business days after you approve your proof. Standard shipping typically takes 3–4 weeks after production is completed.
If you need rush production or expedited shipping, please contact us at [email protected]
3. Do you offer a sample before ordering in bulk?
During our first three months after launch, we offer one free sample for each brand — you’ll only need to cover the shipping cost.
4. What color and printing options are available for pouches?
Our custom pouches are printed using full-color digital and CMYK printing, allowing unlimited color combinations on exterior surfaces. You can select from base materials for your design: white and clear with different finishing.
Artwork Guideline
1. What file formats should I upload?
Please upload your final and editable artwork — preferably vector files (.AI or .CDR) or a high-resolution PDF.
2. What resolution and color mode are required?
For optimal printing quality, please provide artwork at 300–350 DPI in CMYK. RGB and spot colors are accepted as well, but may be converted during production.
3. How should I handle fonts and text?
Convert all text to outlines and make sure there are no missing or corrupted fonts.
4. What if I need precise color matching?
Provide a Pantone code or a physical color sample for accurate color matching.
5. What about artwork size, bleed, and extra elements?
The canvas size should match the final product. Remove any extra marks or text not part of the design. A 3–5mm bleed is acceptable.
6. Are there any background color requirements?
Avoid using background colors lighter than 8% saturation to prevent visible color variation.
7. Can I rely on screen or home printer colors for reference?
No. Colors displayed on screen or printed at home are not accurate for production use.
8. Will every batch have exactly the same color?
Minor color variation between print batches is normal and considered within tolerance.
9. Is there a file size limit?
Yes — the maximum file size is 10 MB.
10. How do I use the dieline template?
How do I use the dieline template
After downloading our dieline template, please follow the steps below to place your artwork correctly.
If the dieline size is correct, do not modify or move any locked layers.
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1. Check and use the correct layer
Open the Layers panel (Window > Layers) in Adobe Illustrator.
Please place all of your artwork on the designated Design layer.
Do not edit or move dieline, trim, bleed, or crease layers.
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2. Add text, illustrations, and images
Use the template guides to place text, illustrations, and photos within the safe design area.
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3. Embed images instead of linking
When placing images, make sure they are embedded, not linked.
You can check this in the Links panel menu and choose “Embed” to avoid missing image issues.
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4. Convert all text to outlines
Before submitting your final file, convert all text to outlines
(Type > Create Outlines).
If no fonts appear under Type > Find Fonts, your file is ready.
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5. Hide or remove non-printing layers
Layers such as dielines, trim marks, and guides are for reference only and will not be printed.
Please hide or delete any non-design layers before exporting your final artwork.
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If you have any questions, feel free to contact us — we’re happy to help review your file before production.
Cancellation Policy
1. Can I cancel my order?
Yes. You can cancel anytime before approving your proof.
2. How do I request a cancellation?
Email [email protected] as soon as possible and include your order number.
3. What if I’ve already approved the proof?
Once the proof is approved, your order enters production — no further changes or cancellations can be made.
4. Can I return my order after receiving it?
Since all custom products are made specifically for your brand, we cannot accept returns once the order is delivered. If there is any quality issue or damage upon arrival, please contact us within 7 days and we will resolve it promptly.
Changing Artwork
1. When can I change my artwork or order specs?
All artwork and specification changes must be made before you approve the proof.
2. What changes can usually be made quickly during proofing?
These are typically quick and can be done while proofs are open:
· Replace an artwork file
· Add or remove text
· Change a background color
· Change shipping address or method
3. Which changes might require canceling the order?
Some changes are substantial and may require us to cancel the order so you can submit a corrected one:
· Change dimensions / sizes
· Change box style
· Add/remove printing on the inside of the box
· Change order quantity
· Change the print material
4. How do I request a change?
Contact us as soon as possible with your order number (for example: [email protected]). The sooner we receive the request, the better.
5. What if I’ve already approved the proof?
Once the proof is approved the order enters production — no further changes or cancellations can be made.
Quality Assurance
1. Do you offer color matching services?
We can match colors using a physical sample. Digital on-screen colors may vary, so please send us a sample of your desired color (such as previous packaging) for reference.
2. Why do colors look different on screen and in print?
Screens display colors in RGB (Red, Green, Blue), while printing uses CMYK (Cyan, Magenta, Yellow, Black). The difference in color systems can cause noticeable variation between digital previews and final prints.