Frequently Asked Questions

At PackQueen, anyone can order directly from our website. Whether you're just starting out, an established business, or simply need boxes for personal use, you can order through us.

If you're a business, you can start by ordering online. Your account will be registered to your nominated email address, and all our pricing is wholesale and advertised online. You can benefit from bulk purchase options immediately.

We do our best to accommodate urgent orders, but during busy times this may not always be possible. If your order is urgent, please call us BEFORE placing your order at 03 8689 9344 to confirm if we can meet your deadlines. Additionally, specify the delivery date in the comments section when checking out.

Manufacturing time depends on the product purchased. Lead time for manufacturing is listed above the pricing table on the product page. For an accurate lead time, please email info@packqueen.com.au or call 03 8689 9344. Custom manufacturing varies by product.

We offer both stocked and made-to-order products. Stocked products are usually dispatched within 1-3 business days. For bulk orders, manufacturing may take 7-10 business days. Made-to-order products have a specified lead time on the product page. Lead time may vary by season. Contact our team for more details by emailing info@packqueen.com.au, or give us a call on 03 8689 9344.

We ship all around Australia and internationally. Delivery within Australia is via Direct Freight, Star Track, or Australia Post. International delivery is through DHL or Australia Post Express Courier. You can also opt for Click & Collect at our Thomastown warehouse.

Delivery is calculated on our website. You can view individual shipping costs on the product page or in the shopping cart prior to checkout. Enter your postcode to see the shipping cost, or you can arrange your own courier to pick up from our warehouse.

Dispatch time depends on whether you're purchasing a stocked product, made-to-order (MTO) product, or bulk quantity. Check the product page for specific dispatch times.

Delivery times vary depending on the courier service chosen and your location. Please check the checkout page for available delivery options to your destination.

We recommend using a business address for deliveries. If that's not possible, by proceeding with an online order, you agree to an automatic "authority to leave" if the address is unattended. You can add delivery instructions (e.g., leave at the front door) but the courier cannot contact you before delivery or deliver at a specific time.

Your transport cost is based on your location and the weight of the products you order. When you add products to your shopping cart and enter your postcode, our website will automatically calculate your freight/delivery charge. It is important to understand that our couriers charge based on either the deadweight or cubic weight of your products (whichever is greater). For example, 100 x 4 Chocolate Boxes may only weigh 1.8kgs; however, due to their clear lids coming pre-assembled, the carton that houses these items is quite large. The couriers will take the dimensions of the box that we are sending your order in and calculate the cubed weight as well. In this situation, the cubed weight is 11.4kgs. Therefore, you would be charged postage on 11.4kgs instead of 1.8kgs.

PackQueen can ship to a number of international destinations. All international orders will be shipped with DHL or Australia Post Express Courier to ensure that you receive relevant tracking information. Payment for international orders can be made via Credit Card or Paypal at checkout. Alternatively, email info@packqueen.com.au to request a quote/invoice. Shipping costs are calculated automatically up to 100 kilograms at checkout. If your order is over 100kgs, send us an email to request a shipping quote. Please include your country, postcode, and physical address along with what you would like to order, and we will prepare a quote.

If manufacturing has not been scheduled, you may be able to change or cancel your order. To make any changes, you should email info@packqueen.com.au or call 03 8689 9344 as soon as possible. Our customer service team will assist you in making any necessary adjustments before the order is shipped. Once the order has been scheduled for manufacturing, it cannot be modified or cancelled.

Yes, we offer discounts for bulk orders. We provide customised pricing for large orders, which can be discussed with our sales team. For specific bulk discount enquiries, please info@packqueen.com.au, or give us a call on 03 8689 9344 to receive a tailored quote based on your order volume and requirements.

To determine the right box size for your product check out our Box Measuring Guide, to help you measure the 3 dimensions of a box. If you’re still unsure, email info@packqueen.com.au or call 03 8689 9344 and we can help provide guidance on the ideal box size for your specific product.

We accept major credit cards (Visa, Mastercard, American Express) as well as PayPal for secure and convenient payment and Direct Deposit.

We accept the following payment methods:

1. Credit Cards – Visa, MasterCard, and American Express.
2. PayPal – Secure payments via PayPal.
3. Bank Transfer – For larger orders, direct bank transfers can be arranged.

Please email info@packqueen.com.au or call 03 8689 9344 if you have any issues. 

Yes. As we do not refund or exchange for change of mind purposes we highly recommend ordering a sample before you place your order. View our samples page to find out how to go about requesting a sample.

Unfortunately we only offer one sample per product. Samples are provided for quality and size testing.

To help keep costs down for you, we manufacture our samples in bulk. This means that they are only available in brown or white (made to order products are only available in brown). But don’t worry…. we’ll send you swatches of the colours that you need so you’ll be able to see the exact colour and finish of your preferred option!

In most cases our samples do incur a charge. The sample charge is generally between $2-$10 (please note there are some exceptions). As we receive hundreds of sample requests each week we do charge for samples and postage. We want to keep our prices as low as possible and I’m sure that you serious buyers don’t want to subsidise other peoples one off freebies!

Dispatch and delivery times can vary depending on the product and delivery location. Products that are in stock will be dispatched within 1-3 business days. Out-of-stock items may take 7-10 business days to manufacture, but we will keep you informed of any applicable manufacturing times. Occasionally, courier delays may occur, which are beyond our control, but we will assist if there are any delays.

This happens when you enter a PO BOX as your delivery address. Our couriers require a physical address for delivery, so please use a business or home address.

We strive to meet your deadlines, but once products are dispatched, they are in the hands of the courier. If your order is urgent, please contact us before placing your order to confirm whether we can meet your deadlines. We do not accept returns or refunds for delivery delays caused by our courier partners.

Track your order using the consignment number from your dispatch notification email, as it may already be out for delivery. If you have concerns, contact us at info@packqueen.com.au or call us on 03 8689 9344 for assistance.

The missing box may have been separated during transit. Track your order using the consignment number in your dispatch notification email, as it may be on its way. If you have concerns, contact us at info@packqueen.com.au or call us on 03 8689 9344 for help.

Shipping costs for gift boxes, postage boxes, cardboard boxes, and all other packaging items vary based on the size, weight, and delivery destination of your order. You can check the shipping cost using the calculator on product pages or by adding items to your cart and entering your postcode before payment. Alternatively, you can arrange your own courier to collect your order from our warehouse.

You will receive a dispatch notification email containing a consignment tracking number once your order has been shipped.

International shipping is available to selected countries. Contact us at info@packqueen.com.au or call us on 03 8689 9344 for a quote.

You can track your order using the consignment number provided in your dispatch notification email. If you need assistance, contact us at info@packqueen.com.au or call us on 03 8689 9344.

We do not pass on your information to any third parties. You can also opt out of receiving emails at any time using the unsubscribe button at the bottom of the email. We do not hold credit card details and all payment information is encrypted securely.

Absolutely. As manufacturers we are able to customise our products. Click here to view more information about our custom packaging options.

We do have a printing service available. We offer Screen Printing, Foil Printing, Flexo Printing and Offset Printing. The type of printing that will best suit you will depend on the quantity that you require and the style of box that you are after. For more information request our Custom Packaging Custom Size Quote. 

We also have a range of our most popular boxes available with flexo or screen printing already included in the price. View all of our Postage Boxes available for custom printing.  

Yes, we offer food-safe boxes. We have a range of packaging options that meet food safety standards, ensuring that your products are securely packaged and protected. Please email  info@packqueen.com.au or call us on 03 8689 9344 to check the specific product details and confirm that the box you choose is suitable for your particular food products.

As we have hundreds of possibilities to choose from, we like to make sure that we can recommend the best packaging match for your product. Our customer service team would love to help you find the perfect packaging for your product. Simply email us at info@packqueen.com.au, or give us a call on 03 8689 9344.

We list the internal dimensions for each of our products to give you the best indication as to whether they will be suitable for yours. If you need to know the external dimensions, please email us at info@packqueen.com.au or call us on 03 8689 9344.

Much of our range is manufactured from 80% recycled materials and is fully recyclable. If you require information on any specific product(s), please email us at info@packqueen.com.au or call us on 03 8689 9344.

We have thousands of products available on our website. Our presentation gift boxes are made from a 285gsm paperboard, which we do not recommend for postage. Our corrugated cardboard boxes, however, are strong and sturdy and perfect for postage. Those products suitable for postage will include the "suitable for postage" image on the product page. If you are unsure about which product you need, our customer service team would love to help. Simply email us on: info@packqueen.com.au or call us on 03 8689 9344, we will be more than happy to assist you. 

We have created a helpful range of videos to assist with folding our boxes. Just follow the easy step-by-step instructions in the link below, and you'll be a pro in no time!

Click here to view all our box folding instructions videos and tutorials. 

We are proudly an Australian-owned company that manufactures around 80% of our products right here in Melbourne.

We do not accept refunds/returns for change of mind purposes. We encourage customers to obtain a sample of their products before purchase to ensure satisfaction. 

Click here to view our Sample Request Page 

Click here to view our full Refunds/Returns policy.  

Contact one of our customer service team at info@packqueen.com.au or call us on 03 8689 9344.

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, please get in touch so we can help resolve the problem. Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your order. All claims for faulty or incorrectly delivered items must be received within 21 days from date of dispatch. All online purchases claimed as faulty will need to be sent back to PackQueen for an official assessment by the PackQueen product development team.  Click here to view our full Refunds / Returns policy.