Frequently Asked Questions

Click our "get a qoute" page or contact us directly via info@stonepack.com.cn or WhatsApp. We will get back to you within 24 hours.

Our turnaround time for custom products is 1-3 weeks. 

*Note that due to the current disruptions in global shipping, our turnaround times may be extended.

Adobe Illustrator CC (preferred).

All text must be converted to outlines.

Adobe Acrobat PDF Send your vector art saved as a PDF with full Illustrator editing capabilities.

All text must be converted to outlines.

Adobe Photoshop (PSD or Tiff). Only for 4-color process (CMYK) or Grayscale (black & white) images. All 4-color process (CMYK) Photoshop files must be 100% of imprint size and 300 dpi minimum.

All Photoshop Grayscale images must be sent at 100% of imprint size and at least 600 dpi.

Corel Draw

All text must be converted to outlines and documents exported as an EPS or AI file.

We are happy to offer a free sample pack for you – all you have to do is pay for the shipping. This will allow you to become more familiar with our sizes and finishes to help you determine what best suits your needs.  

MOQ varies per the size and bag format, please refer to the product page.

If it’s a simple logo and something we have the fonts for, then yes (note that there may be an additional fee charged for design services).

If your design idea is more complex, then we suggest that you go to an outside agency to create your artwork.  

We do not accept returns on custom items. That being said, we do stand by our quality and if there is a quality issue with your custom product that was caused by negligence on the part of Stonepack, then we will work with you to make it right. If you are having an issue with your custom product, please contact our customer support via phone, email, or chat.

To see our standard, stock product return policy, please visit our shipping and returns page.

we offer almost any standard packaging material. Here is a list of our most common materials: 

Plastic Options: PET, KPET, MPET, VMPET, Foil, BOPP, CPP, IPP, PP, LDPE, PVC, Nylon, Laminates

Bioplastic or Sustainable Options: PLA, Cellulose, Additives, Paper

Typically 8 colors is the standard for most custom art projects.

It is always better to use Pantone colors if possible. Pantone colors provide a specific color match, and are more consistent from run to run. Process colors should only be used when there aren’t enough cylinders available for the number of colors used in the artwork, such as photo images. We will consolidate and/or add colors as needed to make the best use of the art and keep the colors to the least possible number of required cylinders.

We accept T/T, west union or PayPal.

By sea, by air, by express (DHL, FedEX, TNT, UPS etc.)

We accept all major credit cards, debit cards as well as PayPal for our stock products.

For shipping policy for stock products, please read here.

Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and oversized/overweight products.

If you are not happy with your purchase and wish to return an item, please click here.