FAQ

Ordering
Do I need to be a business to order?
At PACKQUEEN, anyone can order direct from our website. Whether you are just starting out, an established business or simply need boxes for your own personal use, you can order through us.

I am a business, how do I create an account?
If you are a business, you can begin by ordering online. Your account will then be registered to your nominated email address. All our pricing is wholesale and is advertised online. You can instantly benefit from our bulk purchase options.

Help! My Order is Urgent!
We do our very best to accommodate urgent orders wherever we can. However, during busy 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 the date that you need your order to be delivered 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 vary. You will find the current lead time for manufacturing above the pricing table within your chosen product. If you need an accurate lead time, please email us at info@packqueen.com.au or call us on 03 8689 9344. Custom manufacturing varies depending on your chosen product.

How do I know if this is a Made to Order (MTO) or stocked product?

At PACKQUEEN, we offer both stocked and make to order products. For our stocked products, these are typically dispatched within 1-3 business days (please note for bulk quantities we may need to manufacture additional stock as needed). Normally bulk orders can take 7-10 work days for manufacturing, however please contact our team to discuss further.

For our made to order products, the current lead time is always specified at the top of the product page. Please note that this lead time can vary depending on the time of year. We normally can accommodate fast track requests, however, if you are working towards a specific date, we highly recommend you contacting our team prior to placing your order.

For further information, please click here to view our current lead times.

Where do you ship to?

We ship all around Australia & Internationally

Option 1 - Australia Wide Delivery: Delivery via one of our couriers Direct Freight, Star Track or Australia Post.
Option 2 - International Delivery: Delivery via one of our couriers DHL & Australia Post Express Courier
Option 3 - Click & Collect: Your own personal or courier collection from our Thomastown (Victoria 3074) warehouse. We will notify you when your order is ready. 

What is the cost of Delivery?

Delivery is calculated on our website. You can view individual shipping costs on the product page or in the shopping cart prior to checkout. Simply enter your postcode and your shipping cost will be automatically displayed. Alternatively, you can organise your own courier to pick up from our warehouse in Thomastown, Victoria.

How long will it take to Dispatch my order?
Dispatch of your order will depend on whether you are purchasing a Stock product, Made to Order ((MTO) product or bulk quantity. Please check the individual product page for further information on dispatch times.

What if my order is urgent?
If your order is urgent, please specify in the comments section when checking out. We will try our best to meet any deadlines that you have and if there are any issues, we will notify you immediately.

Once dispatched, how long do the couriers take to deliver my order?
Delivery times vary depending on couier service you have paid for and your location. Please see check out for available delivery options to your destination.

What delivery address should I use?
We highly recommend using a business address for all deliveries. However, if you are unable to do so please note that by proceeding with an online order, you are agreeing to an automatic 'authority to leave' if your delivery address is unattended. You can provide additional delivery instructions such as ‘leave on front door step’ or ‘leave at backdoor under carport’.  Please note that our courier is unable to contact you prior to delivery or deliver at a specific time.

How does PACKQUEEN calculate my transport cost and what is Cubic weight?

Your transport cost is based on your location and the weight of the products you order. When you add products to your shopping cart and enter your postcode, our website will automatically calculate your freight/delivery charge. It is important to understand that our couriers charge based on either the deadweight or cubic weight of your products (whichever is greater). For example; 100 x 4 Chocolate Boxes, may only weigh 1.8kgs however, due to their clear lids coming pre-assembled the carton that house these items are quite large. The couriers will take the dimensions of the box that we are sending your order in and calculate the cubed weight as well. In this situation, the cubed weight is 11.4kgs. Therefore, you would be charged postage on 11.4kgs instead of 1.8kgs.

What countries do you ship to outside of Australia?

PACKQUEEN can ship to a number of international desitinations. All international orders will be shipped with DHL or Australia Post Express Courier to ensure that you receive relevant tracking information.

Payment for international orders can be made via Credit Card or Paypal at the checkout. Alternatively, email info@packqueen.com.au to request an quote/invoice.

Shipping costs are calculated automatically up to 100 kilograms at the checkout. If your order is over 100kgs, send us an email to request a shipping quote. Please include your country, postcode and physical address along with what you would like to order and we will prepare a quote.

Sample Service
Do you provide samples?
Yes. As we do not refund or exchange for change of mind purposes we highly recommend ordering a sample before you place your order. Click the following link to find out how to go about requesting a sample: https://www.packqueen.com.au/v/Samples
 
Can I get more than one sample of the same product?
Unfortunately we only offer one sample per product. Samples are provided for quality and size testing.
 
Can I get samples in multiple colours?
To help keep costs down for you, we manufacture our samples in bulk. This means that they are only available in brown or white (made to order products are only available in brown). But don’t worry…. we’ll send you swatches of the colours that you need so you’ll be able to see the exact colour and finish of your preferred option!

Are samples free?
In most cases our samples do incur a charge. The sample charge is generally between $2-$10 (please note there are some exceptions). As we receive hundreds of sample requests each week we do charge for samples and postage. We want to keep our prices as low as possible and I’m sure that you serious buyers don’t want to subsidise other peoples one off freebies!

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 7-10 business days to manufacture, however on receipt of your order we will keep you informed of any manufacturing times that may be applicable. Please note, from time to time courier delays can occur, these are beyond our control but if your order is delayed contact us and we will do our best to help.
 
Please see below for estimated delivery times within Australia:
Australia Post
Australian Capital Cities (excluding Perth):     5-10 Business Days from dispatch
Outside Capital Cities (including Perth):          8-12 Business Days from dispatch

Direct Freight & Star Track
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 delivery delays as a result of our courier partners.
 
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 received, as it may be on board for delivery. If you have any delivery queries or concerns please contact us at info@packqueen.com.au or call us on 03 8689 9344 and we can assist with any courier issues. Please note, from time to time courier delays can occur, these are beyond our control, but if your order is delayed contact us and we will do our best to help.
 
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 received, as it may be on board for delivery. 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 and its delivery destination. You can get an accurate shipping cost by using the shipping calculator on each of the product pages or by adding multiple items to your shopping cart and enterting your postcode, prior to making payment. 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?
International shipping is available to selected countries. Contact us today for a quote!
 
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.

Custom Boxes & Printing Options
I can't seem to find the size I need on your website, do you offer custom packaging options?
Absolutely. As manufacturers we are able to customise our products. Click here to view more information about our custom offerings.

Can you print on to the boxes?
We do have a printing service available. We offer Screen Printing, Foil Printing, Flexo Printing and Offset Printing. The type of printing that will best suit you will depend on the quantitiy that you require and the style of box that you are after. For more information request our Custom Information Pack. We also have a range of our most popular boxes available with flexo or screen printing already included in the price. Click here to view these on our website.

Product Information
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 to give you the best indication as to whether they will be suitable for yours. If you need to know the external dimensions, please email us at info@packqueen.com.au or call us on 03 8689 9344
 
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.

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. Those products suitable for postage will include the 'suitable for postage' image on the product page.
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

Are you an Australian manufacturer?
We are proudly an Australian owned company who manufactures around 80% of our products right here in Melbourne. 


Security
Are my details secure?
We do not pass on your information to any third parties. You can also opt out of receiving emails at any time using the unsubscribe button at the bottom of the email. We do not hold credit card details and all payment information is encrypted securely.

 
Refunds/Returns
Do you accept returns/refunds for change of mind?
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, please get in touch so we can help 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