FAQ

General Ordering Enquiries
 
Why do you need the dimensions of my product?
 
As we have hundreds of possibilities to choose from and we like to make sure that we can recommend the best packaging match for your product. Our customer service team would love to help you find the perfect packaging for your product, simply fill out our online form, email us at info@packqueen.com.au or give us a call on 03 8689 9344.

 
Are the dimensions listed internal or external dimensions of the product?
 
We list the internal dimensions for each of our products so that you know that your products will fit inside. If you need to know the external dimensions, please email us at info@packqueen.com.au or call us on 03 8689 9344
 
Do you have a printing service?
 
We do have a printing service available for most of our products. Please click here for more information.
 
Do you custom manufacture packaging?
 
We are able to custom manufacture a range of products. For more information please click here.
 
Are your products made from recycled materials?
 
Much of our range is manufactured from 80% recycled materials, and is fully recyclable.
If you require information on any specific product/s, please email us at info@packqueen.com.au or call us on 03 8689 9344.
 
Help! My Order is Urgent!
 
We do our very best to accommodate urgent orders wherever we can. However, at peak times this is not always possible.
If your order is urgent, please call us BEFORE placing your order to confirm that we can meet your deadlines on 03 8689 9344. Also, if your order is urgent, please specify in the comments section when checking out.

I received an email that says my order is being manufactured, how long will that take?
 
Depending on the product that you have purchased manufacturing can take between 3-10 business days. If you need an accurate lead time, please email us at info@packqueen.com.au or call us on 03 8689 9344.
 
Why are some of your boxes recommended for postage while others aren’t?
 
We have thousands of products available on our website. Our presentation gift boxes are made from a 285gsm paperboard which we do not recommend for postage. Our corrugated cardboard boxes however, are strong and sturdy and perfect for postage.
If you are unsure about which product you need our customer service team would love to help, simply fill out our online form, email us at info@packqueen.com.au or give us a call on 03 8689 9344.
 
Help! I’m having trouble folding my boxes!
 
We have created a helpful range of videos to help with folding our boxes. Just follow the easy step by step instructions in the link below and you’ll be a pro in no time!
https://www.packqueen.com.au/v/folding-instructions

 
 
Sample Service
 
Do you provide samples?
 
Yes. As we do not refund or exchange for change of mind purposes we highly recommend obtaining a sample before you place your order. Please click the following link to go to our sample request form:
https://www.packqueen.com.au/v/Samples
 
Can I get more than one sample of the same product?
 
Unfortunately not. Samples are provided so that you can test our quality and sizing.
 
Can I get sample in multiple colours?
 
Unfortunately not. Samples are provided in brown or white with a colour swatch for your viewing excluding manufactured samples. Manufactured to order samples are provided in brown only with a colour swatch for your viewing. Samples are provided so that you can test our quality and sizing.
 
Are samples free?
 
In most cases our samples do incur a charge. This is because as a wholesale company we want to be able to keep the costs for our customers as low as possible. There is also a postage and handling charge applicable to our sample service, unless you choose to pick the sample up from our Thomastown warehouse.

 
Delivery Enquiries
 
Dispatch & Delivery Estimates
 
Dispatch and delivery times can vary depending on the product you have ordered and the delivery location.
Products that are in stock will be dispatched from our warehouse in 1-3 business days.
Items that are out of stock can take 3-10 business days to manufacture, however on receipt of your order we will keep you informed of any manufacturing times that may be applicable.
 
Please see below for estimated delivery times within Australia:
 
Australia Post
Australian Capital Cities (excluding Perth):     1-4 Business Days from dispatch
Outside Capital Cities (including Perth):          2-10 Business Days from dispatch

Star Track Road and Couriers Please
Adelaide, Albury, Bendigo, Canberra,  Geelong, Melbourne, Shepparton, Sydney & Traralgon:            1-2 Business Days from dispatch
Brisbane, Central Coast NSW, Coffs Harbour, Newcastle, Orange, Tamworth & Wollongong:               2-3 Business Days from dispatch
Darwin, Gold Coast, Hobart, Launceston, Perth, Sunshine Coast, Townsville & other regional areas:   3-7 Business Days from dispatch


I’m placing an order online, but it’s only giving me the “Organise your own courier” option for delivery
 
This happens when you have entered a PO BOX as your delivery address. Our couriers need a physical address to deliver to, so please enter a business or a home address.

My order has arrived too late to meet my deadline, Can I return the products?
 
We will always do our very best to meet your deadlines and dispatch your products accordingly. However, once we dispatch products from our warehouse they are then in the hands of the courier. If your order is urgent, please call us BEFORE placing your order to confirm that we can meet your deadlines on 03 8689 9344.  Please note, that we do not accept any returns/or refunds for change of mind purchases or delays as a result of our couriers
 
My delivery hasn’t arrived yet, what should I do?
 
The best thing to do is to track your order using the consignment number in the dispatch notification email that you will have received as it may be on board for delivery. However, if you have any concerns please contact us at info@packqueen.com.au or call us on 03 8689 9344 and we can help with any courier issues.
 
I have only received 2 of the 3 boxes that I am expecting, what should I do?

Your missing box may have been separated from the others during transit. The best thing to do is to track your order using the consignment number in the dispatch notification email that you will have received as it may be on board for delivery. However, if you have any concerns please contact us at info@packqueen.com.au or call us on 03 8689 9344 and we can help with any courier issues.
 
What are the shipping costs?
 
Our shipping costs will vary depending on the size and weight of your order. You can get an accurate cost of shipping in the checkout with our shipping calculator before purchase. Alternatively you can arrange for your own courier to collect you order from our Thomastown warehouse.
 
How will I know when my order has been shipped?
 
You will receive a dispatch notification email from us containing a consignment tracking number as soon as your order has left our warehouse.
 
Do you ship to my country?
 
We are only shipping within Australia at this stage.
 
How do I track my order?
 
You can track your order using the consignment number that was emailed to you in your dispatch notification email. Please contact us at info@packqueen.com.au or call us on 03 8689 9344 if you need any assistance.

 
Security
 
Are my details secure?
 
We do not pass on your information to any third parties and you can opt out of receiving emails at any time. All payment information is encrypted securely.

 
Refunds/Returns
 
Refund/Returns Policy
 
We do not accept refunds/returns for change of mind purposes. We encourage customers to obtain a sample of their products before purchase to ensure satisfaction. To obtain samples click the following link to our Sample Request Page:
https://www.packqueen.com.au/v/Samples
 
To view our full Refunds/Returns policy please click the following link:
https://www.packqueen.com.au/v/returns
 
What happens if I'm not happy with the product I receive?
 
Contact one of our customer service team at info@packqueen.com.au or call us on 03 8689 9344.
 
What if the product is faulty or incorrectly delivered?

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem.
Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your Order. All claims for faulty or incorrectly delivered items must be received within 21 days from date of dispatch.
All online purchases claimed as faulty will need to be sent back to PACKQUEEN for an official assessment by the PACKQUEEN product development team.
To view our full Refunds/Returns policy please click the following link:
https://www.packqueen.com.au/v/returns