Frequently Asked Questions

If you are new to packaging, we want to make sure that stock or custom products from our website is fast and easy! We have included as much information up front about how we process, manufacture, and deliver our products to you so you can make informed decisions when ordering from our catalogue online. 

Order Processing

Do I require an account to checkout online? 

We are a business-to-business service, and we will need you to register for an online account with ABN validation before you checkout. 

What are your minimum order requirements? 

Our minimum order value requirement to checkout is $150 + GST. A variety of products also have minimum order quantities, please refer to the Product Specifications “Minimum Order Quantity” for details per product. 

What I want isn’t on your website, can you do it?  

We can assist in the development of innovative boxes and other packaging that can be designed uniquely for your products. Please feel free to Contact Us in order to obtain a quote. 

What are your payment facilities? 

We accept payment online through Secure Pay payment gateway for credit card transactions. 

Do you allow other payment methods or 30-day accounts?  

If you are looking to spend more than $5000 per annum, we can offer you a 30 Trading Day Credit Account. Please contact us to discuss your application with our Customer Service Team by e-mailing vbam.sales@services.visy.com.au

How do I know if my order has been received?  

You will receive an Order Confirmation via email when you submit your order. If you did not receive an Order Confirmation, please reach out to our Customer Service Team by e-mailing vbam.sales@services.visy.com.au

When will my order be despatched? 

Our standard lead times for order processing and despatch of in stock items is 4 working days. Our standard lead time for Click and Collect orders is 2 working days. Our standard lead times for manufacture of custom boxes is 10 - 15 working days. However, fluctuations in demand and capacity can result in our lead times varying month to month. Please ensure that any time critical orders, particularly during November and December, are placed early to ensure you beat the Christmas rush. 

What delivery regions do you service? 

We use Australia wide national carriers to deliver our goods. View our available post codes for delivery online. If your postcode is unavailable for online delivery, please Contact Us and we will happily provide a custom freight quote. 

How are your products delivered? 

Depending on the volume of your order we may pack your order onto a pallet/s. Pallets of product come strapped and stretch wrapped, on one-way non-returnable cardboard or wooden pallets. 
 
If delivering to a residential address without a forklift on site to unload the truck, please ensure you are available to hand unload the boxes from the pallet and have made adequate room to store the product. 

What are the usual shipping times? 

Delivery times will vary based on your location so please allow sufficient time for delivery. Although we cannot guarantee timeframes on delivery, we’ve provided some general estimates below: 

• Metro NSW: 2-3 business days
• Metro VIC: 2-3 business days 
• Metro SA: 2-4 business days 
• Metro QLD: 2-4 business days 
• Metro WA: 3-4 business days

 
Can I collect my order? 

We offer a Click and Collect service if delivery is unavailable for your postcode. In checkout, select the Click and Collect option if enabled and the store you wish to arrange collection from. 
 
From receipt of your order, the goods will be ready within a 48-hour turnaround time. Customer Service will provide a notification as soon as the order is ready for collection, including pick up date and time slot. Please do not attend site for pick up if notification has not yet been provided.  

• Click and Collect hours are between 8am to 11am and 1pm to 3pm. 
• Warwick Farm Click and Collect hours are between 11am to 3pm. 
• Weekdays only to avoid congestion and overcrowding of our docks for OHS requirements.

Special requests for pick-ups outside of hours can be arranged with Customer Service, please ensure you ring ahead for confirmation.  
 
Please stay on walkways and all minors are to stay in the vehicle. Pick up bays will be marked out on site. Please ensure appropriate vehicle is utilised for secure loading of pallet/s. 

Claims and Returns Procedure 

Please refer to clause 18 our Standard Terms and Conditions for full details of our product claims procedure. The information below is a summary of the process only.   
 
If you believe that the Goods we deliver to you do not meet the specifications, then you will need to follow the claims procedure under clause 18 of the Standard Terms and Conditions, which includes notifying us by e-mailing vbam.sales@services.visy.com.au of the claim within 7 days of the date of delivery and providing us with information about the Goods and the right for us to inspect the Goods.  

 
If we agree that the Goods we delivered to you do not meet the specifications, then we will either (in our discretion) repair, replace, or offer a credit for the Goods, or pay for the cost of repairing the Goods, which do not meet the specifications.   
 
Nothing in our Standard Terms and Conditions is to be interpreted as having the effect of excluding, restricting or modifying any condition or warranty, or right or liability implied by any applicable legislation (including the Competition and Consumer Act 2010 (Cth)), if such exclusion, restriction or modification would be void or prohibited by the legislation. 

Ordering Custom Boxes

How much does a custom box cost? 

The price of custom boxes is impacted by a lot of different variables, which means our team would need to provide a formal quote to confirm the unit price of the box you’d like. These variables can be many different things, including (but not limited to) the below: 

• The internal dimensions of the carton.
• The style of carton requested.
• The Board Grade (thickness) of Cardboard to be used.
• If the carton is to be printed on, or if it will remain plain.
• The quantity of cartons you would like to order. 

To make the quoting process as simple and easy as possible, you can check out our Box Calculator which will take your specifications and provide a quote on the spot. You can then add the product to your Cart and follow the checkout process. 

Sometimes the Box you would like a quote for is a size or shape that can’t be selected on the Box Calculator. You may also be looking to order quantities larger than 500 QTY. In these cases, please Contact Us and our team can assist you with a quote. 

Do you have minimum order quantities for custom products? 

We have several manufacturing processes to suit your order and budget requirements. To provide economic prices across our range of products our minimum order quantity is always specified on the product page.   

We prefer to work with you to decide the most cost-effective way we can deliver your product. Pricing breaks and manufacturing capability is determined by volume with wholesale quantities considered to be over 500 QTY. 

Do you provide product samples?  

For wholesale inquiries, we provide a sample service. Once our quotation is accepted, we will provide you with a product sample to approve prior to manufacture.   

Will I have to pay for any set-up costs?  

With any new packaging designs there are set-up costs that need to be considered. We will provide you with costings on your product quotation.  

How much time should I allow for quoting? 

In most cases we can prepare a quote for you within 24 to 48 hours. Our Sales Representatives will manage this process on your behalf, so we get all the information we need to get you an accurate quote as fast as possible.  If your product design is more complex, our in-house Designers are available to develop unique solutions for your packaging requirements, and we can submit design proposals to you within 3-4 days. If any changes are required the product development cycle restarts. 

What type of cardboard do you use? 

We manufacture in corrugated cardboard. Corrugated cardboard is made up of three layers of paper that includes an inside liner, an outside liner, and a fluting medium (which is the ruffled shape between the two). For online custom boxes, we offer 6 standard cardboard grades in brown or white outside single wall, medium wall, double wall. We have many additional corrugated cardboard grades available for wholesale orders pending your packaging requirements. 

What is the lead time to manufacture a box?  

A lead time is a time between the initiation and completion of a production process. Lead-times are based on the size and scale of the project and the execution timelines. 

We operate to an average of 10-15 working days lead-time from product acceptance on packaging. Please allow an additional 2-3 days for new and first time ordered products to be fully processed in our system.

If the new product is custom printed, please allow additional lead time for Artwork Proof creation and approval as well as production of the printing plate. If the new product is die-cut, please allow additional lead time for Sample approval as well as production of the cutting knife. 

Why does the Box Calculator pricing only go up to 15 bundles?  

The online Box Calculator is designed to provide economic pricing for short run quantities in 5 standard styles and 6 standard board grades. Being a leading Australian owned and operated cardboard packaging manufacturer, we can provide quotes for wholesale quantities. Please Contact Us to discuss your requirements with our Sales Team.  

Why does the Box Calculator have a minimum and maximum dimensions?  

Due to the complex nature of cardboard packaging, some dimensions you may require cannot be manufactured. Being a leading Australian owned and operated cardboard packaging manufacturer, we can advise and provide quotes for custom designs and dimensions. Please Contact Us to discuss your requirements with our Sales Team.   

How are your boxes printed? 

We have several printing types available throughout our Visy group of companies including:

• digital print
• flexographic print
• high quality flexographic print
• lithographic print
• and pre-print

For orders placed online using our custom box tool in short run quantities we utilise digital printing. Please see Print Specifications for more details. Digital print cannot print white, metallic, or inks other than standard CMYK. Digital print is direct inkjet onto the corrugated cardboard surface, which has a matte finish. We do not offer gloss varnish options for our digital print. If you require complex printing with premium print finishes, please contact our Sales team to discuss alternative printing options. 

For wholesale quantities, we can provide quotes uses the other printing types available pending the details of the custom box and quantities required. Please contact our Sales team to discuss alternative printing options. 

Do you offer proofs before the box goes into production? 

An Artwork Proof for all printing types is provided for approval before an order can be processed. Artwork Proofs for all printing processes generally will take 1-2 business days per proof. Any alterations to the artwork proof will require an additional 1-2 days per alteration. If an Artwork Proof has been prepared for your approval and your order is cancelled, then any applicable artwork fees are non-refundable.  

How do you get my branding and graphic design onto my packaging or display?  

For all printing processes, we will provide a dieline of your box so artwork can be prepared. For products being developed with your Account Managers, they will be sharing the dielines with you throughout the quoting process. You should be preparing your artwork in the background to ensure it is completed when you are ready to proceed. For online orders, you will recieve the custom dieline within 1-2 business days of placing your online order. 

There may be applicable set up fees for preparation of Artwork Proofs to ensure the artwork you have provided is press ready. These generally do not include any graphic design services. We can recommend graphic design services if you require artwork to be developed for your packaging. 

Where do I upload my artwork? 

We currently do not allow Artwork to be uploaded during checkout. Customer Service will email you within 1-2 business days with our Printing Specifications and the custom box die-line (for your art or logo) once your order has been placed. Please follow these guidelines for artwork preparation. 

What file formats do you accept? 

We work with the following file formats to ensure the highest standards: 

• Adobe Illustrator CC or earlier.
• Adobe InDesign CC or earlier.
• Adobe Photoshop CC or earlier.
• Acrobat PDF file (HighRes 1.8) (fonts outlined or supplied) 

Please Note: CS6 or Cloud will be converted back to CS5 

Preferred File Formats 

• Illustrator .eps or .ai file (vector) with all fonts outlined or supplied with its font suitcase and all images linked NOT embedded in packaged file.
• Adobe InDesign document with all picture files and fonts included. 

Please Note: We do not accept any artwork supplied as either Word or PowerPoint.