What is offset printing?

Offset printing is a method where ink is first transferred from a plate to a rubber blanket, and then from the blanket to the paper. It is widely used for printing newspapers, magazines, flyers, and other large-volume print materials.

What is flexographic (flexo) printing?

Flexographic printing is a type of relief printing that uses a flexible printing plate to transfer ink onto substrates such as paper or film. Because the plate is elastic, it is suitable for printing on uneven or textured surfaces.

What is UV printing?

UV printing uses special inks that are instantly cured and fixed by exposure to ultraviolet (UV) light. It excels at printing full-color photos and gradients, which are difficult with methods like silk screen or pad printing. UV printing produces vivid, beautiful, and striking personalized prints.

What is digital printing?

Digital printing is a method that prints directly from digital data to paper. Unlike traditional printing methods, it does not require printing plates, which allows for faster turnaround times. It is ideal for variable printing (e.g., changing names or details per print) and small-lot production.

Can I request only the package design, without printing?

Yes, that's possible. Our specialized packaging graphic designers are available to support you with design-only services.

I want a custom package size. Can I consult with you?

Absolutely. If you are considering a product, size, or option not listed in our lineup, please contact us via the inquiry form. We will be happy to suggest the most suitable packaging plan tailored to your product and promotional needs.

The product I received was damaged. What should I do?

Please check the product immediately after receiving it. If there is any damage or defect, whether partial or complete, kindly contact us as soon as possible. We will investigate the situation and discuss options such as reproduction or a refund based on the findings.

Can I get a refund?

You can receive a refund if the order is canceled before production begins. If payment has already been made, the refund will be processed within 24 hours. Once production has started, refunds are not possible, except in cases of issues such as damage during delivery. Please note that we also cannot issue a refund for design errors if the order proceeds into production with those errors.

Can I cancel my order?

Yes, you can cancel your order before production begins. Once production has started, cancellation is no longer possible, so please keep this in mind. Production begins after the final design confirmation is completed.

Can I request a VAT invoice?

Yes, VAT invoices can be issued. During checkout, please check the box for "Issue VAT invoice". Make sure to enter your company name, email address, and tax code correctly. A full VAT invoice will be issued after the transaction is completed. Please note that if the total is over 5 million VND, a VAT invoice cannot be issued for the 50% deposit only.

I placed an order, but the inventory hasn't been updated. Why?

After you place an order, it takes about 2 business days for production to be completed and the items to be stored in our warehouse. Inventory will be updated after this process is finished.

Is there a storage period for stock?

As of May 2025, we do not have a fixed storage period. You are welcome to produce extra stock in advance for promotions and have it stored. However, please note that some products are made from materials that may degrade over time, so we recommend considering this when planning your stock.

How long does it take to complete an order?

Thời gian sẽ phụ thuộc vào từng sản phẩm. Vui lòng truy cập trang chi tiết sản phẩm mà bạn quan tâm và chọn các tùy chọn mong muốn. Ngày giao hàng dự kiến sẽ được tính toán tự động dựa trên các lựa chọn của bạn.

Is there a minimum order quantity?

Yes, each product has its own minimum order quantity. Please refer to the product details page for more information.

That said, we are continuously working to keep minimum order quantities as low as possible to make our services accessible to more customers. If you have any questions, feel free to contact us at hello@packache.com.

Can I place an order via email or Zalo?

Yes, you can — but it may take more time and effort compared to other methods. We offer a much easier and faster way to order:

• You can design and order your custom packaging within minutes directly from our shop.
• If you need something special that’s not available on our website, you can request a custom quote here.

Still unsure? Feel free to contact us at hello@packache.com.

How can I place a re-order?

Click "My Order" at the top right of the screen. You will be taken to the dashboard where your list of past orders is displayed. Find the order you want to repeat and click "Re-Order". If you only want to reorder one specific item from the previous order, click "Re-Order" and then remove any unnecessary items from your cart.

How can I check the status of my order?

Click on "My Order" at the top right of the screen. You will be taken to the dashboard where your list of orders is displayed. Select the confirmed order to view its detailed status.

Can I pay upon delivery?

If the total amount is less than 5 million VND, full prepayment is required. For orders 5 million VND or more, you can pay 50% upfront as a deposit, and the remaining 50% after receiving the product.

What payment methods are available?

As of May 2025, bank transfer is the only available payment method. We plan to introduce credit card payments and QR code payment options in the near future.

Is shipping free for sample products?

No, shipping fees apply for sample products.

Can I get notification when my order is shipped?

Có, bạn sẽ nhận được thông báo qua email và tin nhắn trong ứng dụng khi đơn hàng được gửi đi. Chúng tôi cũng gửi thông báo tại các bước quan trọng như xác nhận thiết kế và bắt đầu sản xuất, để bạn luôn nắm được tiến trình đơn hàng.

Can I pick up my order in person?

At this time, self-pickup service is not available. We will inform you of the estimated delivery time when your order is shipped, so please be ready to receive the package.

Can I specify a delivery time?

Currently, it is not possible to specify a delivery time. We will notify you of the estimated delivery time when your order is shipped, so please be prepared to receive it accordingly.

Can you deliver to offices or client locations?

Yes, we can. As long as you provide the recipient’s name, address, and phone number correctly at the time of order, we will deliver as instructed.

How much is the shipping fee?

Shipping costs vary depending on the destination, as well as the width, height, depth, and weight of the product.

What should I know about black color in full-color printing?

Full-color printing requires specific CMYK values in graphic design.

For black, please use CMYK 0% 0% 0% 100%. For gray, use CMYK 0% 0% 0% 85%, depending on the shade you want in your design. These settings are important due to the printing technology used in full-color production.

Can I share my design with others?

Yes. Click the [Share] button at the top right of the design editor.

You can configure the sharing settings and disable sharing anytime if it's no longer needed. The shared link is view-only — others will not be able to edit the design. It's perfect for presenting design drafts or demos.

Don’t forget to keep elements away from the edges — why is that important?

Whether you're using the design editor or graphic software, always keep a safe distance from the edges of the frame. Make sure not to place important elements too close to the edge.

Even though each project is handled with care, there's always a small margin for error at any stage of production. Elements placed too close to the edge may accidentally shift into another frame or become hidden after folding.

Also, please note that due to paper drift, elements may shift up to 5mm from their original position.

Should I avoid using very small objects in my design?

Yes, please avoid using very small elements.

In printing, CMYK colors are applied separately in four layers. Tiny design elements may print with blurring or misalignment.

Larger objects ensure better print quality. It's also important that text has a minimum height of 8 points, as smaller text may become unreadable.

What is the recommended image resolution?

If the resolution of an uploaded image is too low, it may result in poor quality in the design editor.

To maintain high print quality, sufficient resolution is required. The recommended resolution for printed materials is 300–350 dpi (dots per inch). This means there are 300 to 350 dots in every inch, ensuring sharp and detailed prints.

What is CMYK?

The CMYK color model is a subtractive color model used in color printing and also to describe the printing process itself. We use the CMYK color model for our printing. CMYK stands for the four inks used in some color printing processes:

• Cyan
• Magenta
• Yellow
• and Key (Black)

What image formats can I use?

You can use PNG, JPG, SVG, and PDF formats.

To ensure high-quality graphics, we recommend using PDF, SVG, or PNG files over JPEG, as JPEG images are often compressed and may lose quality.

Can I use my own custom font?

At this time, you cannot upload or use custom fonts in your design. Please choose from the available fonts provided in the editor.

What are the Safety Line and Bleed?

The Safety Area is the protected zone inside the final trim size. It prevents important elements like text or logos from being cut off due to trimming inaccuracies. Place all essential content such as text, logos, and key images within this area.

The Bleed is the extra area outside the final trim size. It ensures that background colors or images extend to the edge of the final product, avoiding white borders caused by slight trimming shifts. If you want background colors or images to reach the edge, extend them all the way to the Bleed area.

Is the design editor compatible with mobile devices?

Currently, the design editor is not supported on mobile devices.

Some designs created in the editor require uploading complex and large graphics, which can be technically demanding. To ensure a smooth and efficient experience for all users, we only support smartphones and tablets running iOS or Android operating systems.

How can I add a logo image?

Click the image icon, which is the fifth button from the top in the toolbar on the left side of the screen.

A side panel will open — click "Upload Image". Select an image from your computer to upload. We recommend using images with a resolution of 300dpi for the best quality.

How can I add custom text?

Click the [T] icon in the toolbar on the left side of the screen.

Choose your preferred text style, and the text will appear on the canvas. Click on the text to start typing.

Can I save my design?

Yes, you can save your design.

1. Click the Next button at the top right of the design editor to save your project and proceed.
2. Click the Save & Leave button at the top right to save your project and exit the editor.

How can I file a complaint?

For complaints about an ongoing order, please contact us through the messages section in your Dashboard.

For issues regarding completed or cancelled transactions, please reach out to us via the Contact page.

Can I transfer my account to someone else?

No, transferring your account to another person is not allowed.

If you wish to change the email address associated with your account, please contact us at hello@packache.com.

How can I delete my account?

To delete your account, please send a message to hello@packache.com from the email address you use to sign in.

I forgot my password. What should I do?

Go to the password reset page. Enter your account's email address and click the "Reset Password" button. An email will be sent to your address with instructions to reset your password.

Click the link in the email and set a new password.

How can I change my password?

Go to "Change Passwords" in the left menu of the Dashboard. Enter your new password and click the "Change My Passwords" button.

If you’ve forgotten your password and can’t sign in, click here.

How can I change the email address on my account?

You cannot change your email address directly from the dashboard.

Please send an email from the address you registered with to info@packache.com, requesting to update your email address.

How can I sign into my account?

1. Click the "Signin / Signup" button at the top right of the screen.
2. Once you are on the signup page, click "Sign in" in the top right corner.
3. Enter your email address and password, then click the "SIGN IN" button.

If you want to sign in with your Google account, click the "Sign in with Google" button and choose the Google account you wish to use.