Policies

Return Policy

Every napkin we make is printed to order from your approved artwork, in the size, ply, fold and stock color you specified. For that reason, all sales are final — we do not accept returns, refunds, or exchanges on custom orders.

Our production guarantee

We stand behind our work. If your order arrives defective or does not match the mockup you approved, we will reprint or replace the affected packs at no cost to you. That covers manufacturing and decoration errors on our end — the wrong stock color, a foil that did not take, artwork printed off the position you signed off on, a fold that came through crooked. It is a production guarantee, not a return: it does not cover a change of mind, ordering the wrong quantity, choosing a size that turned out too small for the service, or artwork that was approved and then reconsidered.

Why the free mockup matters

The free mockup-and-approval step exists precisely so there are no surprises. Before anything goes on press, you see your artwork on a true-size napkin template, folded and open, with the fold lines, the safe area and your foil or ink color marked, and you can revise it as many times as you need at no charge. Production only starts once you approve, which is what lets us keep turnaround fast and the minimum at just 12 pieces on fully custom goods.

What counts as normal variation

Napkin stock is absorbent, so an ink always reads slightly softer on a napkin than the same file does on coated paper or a backlit screen, and foil is selected from a range of finished films rather than mixed to an exact formula. We call both out on your proof. Minor variation in pack count, a small shift in imprint position from sheet to sheet, and slight batch-to-batch differences in a stock color are normal manufacturing tolerance rather than defects.

Reporting an issue

If something isn’t right, contact us within 10 days of delivery with your order number and photos of the issue, including one shot of the napkin flat and one of the carton label. Email george@getcustomnapkins.com or text (929) 605-4397 and we’ll make it right.