It’s normal to have questions during any shopping experience, and our team is here to help. We’ve compiled a list of the most commonly asked questions to help address any concerns you may have. If you still have other questions, please reach out to us for support!
General FAQs
How can I contact you directly for any questions?
Please contact us at 651-202-3275, Monday to Friday, from 8 a.m. to 5 p.m. CST or visit our Contact Us page.
Can I request a product sample?
We offer samples on most packaging items. Samples are available to order directly from our website on each item’s respective product page using the “Order a Product Sample” button.
Do I need to make an account to make purchases?
You can place an order without creating an account. Creating an account will securely save your information for easier checkout on your next purchase and allow you to get started on the sales tax exemption process faster.
What type of packaging is ideal for my product?
We have a wide variety of packaging products that can meet your specific needs. You can use the categories and filters on our shop page to help find what you’re looking for. You can learn more about packaging design here.
Is _____ compliant in my state?
We offer different kinds of packaging products that are child-resistant, tamper-evident, and can meet various packaging regulations by state.
What should I know about sales tax?
Sure Lock Packaging charges sales tax on orders picked-up from or shipped to addresses in accordance with state and local regulations unless you are tax exempt. If you are tax exempt, you need to submit us your tax exemption certificate through making an account. You can create an account here to submit tax exemption.
How can I get a refund or return an item?
At Sure Lock Packaging, we strive to provide our customers with the best possible printing experience. If you are not 100% satisfied with your order for any reason, please contact our customer service department.
To learn more about our cancellations and refund policies, please review our Terms & Conditions page.
Artwork
How can I order customized packaging?
Check out our various custom printed packaging options and select any item to get started. Simply fill out the options on any item’s product page. Our graphic design team can assist you with branding and package layout, timelines, and packaging objectives. We also consult on packaging fulfillment, including assembly set-up considerations, storage of filled packaging, and transportation needs.
How Much Do Graphic Design Services Cost?
With Sure Lock Packaging’s Graphic Design Services, you can choose from an hourly rate or one of our discounted packages based on your upcoming project needs. Hours purchased are dedicated to the time our design team is working on files, and expire after 10 months. Within reason, communication such as calls, texts, and email exchanges will not count toward hours purchased.
Click Here for more information on Graphic Design Services & Packages.
Where do I send my artwork?
While you are placing an order, an option is provided to immediately upload your art files. If you don’t have your art files at that time, your order confirmation email will include instructions on how to send us your artwork when it’s ready.
Our prepress department checks all submitted artwork files before printing, but you are still 100% responsible for the accuracy of your print-ready artwork files, and we encourage you to proofread all files carefully before submitting to surelockpack.com. Sure Lock Packaging is not responsible for any issues as to orientation or alignment of the pages of your submitted artwork. It is solely the customer’s responsibility to obtain the advice of an attorney regarding whether any image, mark, logo name or design is legally available for use and does not infringe on another party’s rights.
Do you keep my artwork on file?
Yes! We keep your artwork on file for easy reordering and using your art on new products!
What kind of artwork can I send? And, what if I don’t have artwork?
Preferred file types include: Ai, PDF, SVG. Please send files with fonts outlined, and/or packaged to include fonts and links. Do not send flattened files.
Don’t have the preferred file types? Don’t worry. Send us what you have. Our graphics department will work with what you have to create exactly what you need. Don’t have art? Just tell our graphics department what you’re thinking of, and we’ll bring your ideas to life.
CMYK or RGB?
All printed artwork files need to be uploaded in CMYK. Print files uploaded in RGB are not guaranteed to print as displayed on screen.
Can I specify a PMS color for my print?
For Cartons, Labels and Shrink Sleeves we are able to print PMS colors for an additional fee. PMS colors are not avaible for direct print, but we can hit some PMS colors with this process. Because of differences in equipment, processing, proofing substrates, paper, inks, pigments, and other conditions between color proofing and production pressroom operations, a reasonable variation in color between color proofs and the completed job will constitute acceptability.
Sure Lock Packaging will reproduce color from submitted print-ready files as closely as possible, but cannot exactly match color and density (as viewed in a 5000K light booth). Because of inherent limitations with the printing process, as well as neighboring image ink requirements, the accuracy of color reproduction is not guaranteed. By placing an order with Sure Lock Packaging, you agree to this limitation. We will try our best to match the gradient density of each color.
What is the optimal DPI for printing?
300 dpi is optimal for printing. Images with less than 200 dpi resolution are considered low resolution, and will exhibit blurring/pixilation in the final printed product. Web images are often 72 dpi; this low resolution results in poor quality printing.
Vector vs. Raster?
Vector files are preferred for printing because they have unlimited scalability without distortion. Not only will your artwork print crystal clear, your artwork files can be reformatted to fit future needs!
How can I correct my artwork after uploading and placing an order?
If you realized there was an error with your uploaded file(s) shortly after placing your order, please call us at (651) 202-3275 AND email us at graphics@surelockpack.com to let us know, as timing is critical and your order can go into print before changes are made. Once “printing turnaround time” commences, we may be unable to make any changes to your order.
Artwork can be corrected/revised up until the point of printing. Simply contact graphics@surelockpack.com (ASAP!) and explain the situation. Include your order #, the new artwork file, and a description of what has changed (or needs changing). Our design team can also help make any changes to art files. Please review our Terms & Conditions for more information on orders and production schedules.
Shipping
How much does shipping cost?
Shipping costs vary and are determined during checkout based on the items in your cart and your shipping address. Shipping costs are calculated using live real-time data from our shipping partners.
Unless otherwise agreed in writing, products will be delivered in a single shipment outbound from printer’s shipping dock (under U.C.C. shipping terms). Pricing is based on continuous and uninterrupted delivery of the complete order without storage, unless the specifications distinctly state otherwise. Special priority or delivery service will be provided at current rates upon customer’s request.
When will my order arrive?
Shipping times may vary depending on the lead times for what you select at checkout, as well as your shipping address amongst other factors. Please check your tracking information for any details regarding your specific order.
Do you ship internationally?
No.
How can I track my order?
Once your order has been shipped, you will automatically receive an email with shipping information, including tracking information.
Do you offer discreet shipping?
All orders are packaged discreetly and not labeled under “Marijuana Packaging.”