One Box Customer Support Service Guide

Thank you for choosing One Box (www.oneboxpackaging.com) as your partner for mid-to-high-end packaging solutions. To ensure a smooth purchasing and customization experience, we provide comprehensive support services. Below are the core service contents and contact methods:

I. Pre-Sales Consultation Support

1. Product Details Inquiry: For inquiries about materials (e.g., solid wood, PU, specialty paper), craftsmanship (e.g., gold stamping, UV coating, embossing), specifications, and sample requests of our products (jewelry boxes, watch boxes, gift boxes, display props, etc.), you can contact our online customer service via the official website or email at info@oneboxpackaging.com . 

2. Customization Solution Communication: For personalized design needs (e.g., brand logo customization, structural innovation, color matching), our professional design team will offer 1-on-1 consultation. We provide 3 free initial design drafts to help optimize the solution until it aligns with your brand positioning.

II. Production & Order Support

1. Order Progress Tracking: As a manufacturer, we offer transparent order progress inquiry. After placing an order, you will receive a unique order number. You can check the progress of raw material procurement, production processing, quality inspection, and packaging in real time via the "Order Inquiry" section on the official website or through your dedicated account manager, ensuring controllable delivery times (15-30 days for regular orders; customization lead times are negotiated based on complexity).

2. Bulk Production Quality Inspection: Every batch of products undergoes 3 rounds of quality checks (material sampling, process inspection, and full finished product inspection) before shipment. If you need on-site supervision, you can schedule a factory visit 3 days in advance, and we will arrange a dedicated staff to accompany and explain the process.

III. After-Sales Support

1. Issue Response & Handling: If you find material discrepancies, craftsmanship defects, or transportation damage after receiving the products, please provide photos/videos of the problematic products within 7 days of receipt. We will initiate the after-sales process immediately:

o Minor defects: Free repair solutions or compensation will be provided;

o Major issues: Unconditional return or exchange, with round-trip shipping costs covered by us.

2. Long-Term Cooperation Services: For long-term cooperative customers, we offer inventory alert reminders, quarterly new product recommendations (e.g., holiday-limited gift box styles), and bulk purchase discounts to help reduce your procurement costs.

IV. Emergency Service Channel

For urgent orders (e.g., expedited exhibition props, holiday gift box restocks), please call our 24-hour emergency hotline: +86-769-23115422. We will activate the priority production channel and complete small-batch urgent orders within 48 hours at the shortest. 

We always focus on "quality assurance + efficient service" and are committed to being your long-term packaging solution partner. For any needs, please feel free to contact us — the One-Box team is dedicated to serving you!