Placing an Order

A project is a single configuration of custom packaging. It includes choices you’ve made like style, size, material, features, and so on. You’re allowed to upload multiple artwork files to one project – and we recommend it, because if all of your artwork files are in the same project, you can break down the minimums into smaller quantities (500 gusset bag minimum can have up to 5 different design files).

When submitting your order, double check that the billing and shipping addresses are correct, and then all that’s left is to hit that big, red “Place Order” button!

Leading the pack in lead times.

We think waiting is overrated. Our lead times are as low as they come (measured in days, not weeks) – and regularly updated on our website; what you see is what you can expect. Once your order ships, you will receive an email with tracking information, final quantity shipped and a copy of your sales order.

Why did I receive more or less than what I ordered?

Our quantity tolerances vary depending on what product. By nature of the manufacturing process, we have to account for some shortages and overages; our bags and pouches are first printed on a roll, with some buffer built in to account for setup and alignment.

If we come up a bit short on a print order – but still within the tolerance range – we avoid using more material and time by doing an additional print run to hit the exact quantity ordered, therefore you will be reimbursed for the difference. On the opposite end, if setup goes smoother than expected and we overproduce, we’ll include the extra packaging in your final order, rather than sending it to the landfill.

Looking for more details? Check out our Quantity Tolerance FAQs.

You’re sitting there, basking in the glow of the order you just sent through, when you notice something that makes your stomach sink: you put your business’ old address in the shipping details, you used they’re instead of there, or you ordered the wrong quantity. It happens more than you’d think – which is why we have ways to handle it.

“I need to change my shipping address!”

We can help change your shipping address, as long as your order hasn't been processed for shipment. Just reach out to your Inside Sales Representative as soon as possible to help get it resolved.

“Can you rush my order?”

We currently don't offer any rush options, and changing a ship date isn’t something we can guarantee. If you request a specific ship date when you place your order, we’ll do everything in our power to make it happen. If you give us a call, we can add you to a waitlist and try to squeeze your project in early if a spot opens up. We do offer expedited shipping (at an upcharge), which cuts down on overall transit.

“I have a change to my artwork, what do I do?”

Any modifications to your order need to be submitted in writing within two hours for blank products and four hours for custom-printed orders. After that, we can’t promise they’ll be accommodated.

“How do I cancel my order?”

Canceling an order is easy up to two hours after it was placed. There is a cancel order option in your dashboard. We can guarantee cancellation if you reach out to us within four hours of submitting an order, but you may be charged a $100 fee. After that, orders are only canceled on a case-by-case basis.

“I was charged taxes but I’m tax exempt, what do I do?”

A tax-exempt certificate provides verification that you are not required to pay sales tax on your packaging, and is required to avoid paying taxes. If you already placed your order without the tax-exemption form, you can still submit it to us for reimbursement.

So you loved the way your custom packaging order turned out (we had a feeling). Your customers love it too, and as business picks up, you decide to order more of the same to stay ahead of demand. “There has to be an easier way to do this than building another identical quote,” you find yourself thinking. You think right.

When you login to your Roastar account, you’ll see a navigation menu on the left side of the page. Click on “Order History” and you’ll get the story of our partnership in a scrollable format.

At the far right end of each order bubble, you’ll have the option to check on its details or reorder it. We’ll walk you through any last little things we need to confirm, but it’s basically that simple.

The perfect time to accessorize.

Just because your packaging looks incredible doesn’t mean you shouldn’t raise the bar even higher. Allow us to remind you about custom stickers and labels. Planet Label, our sister company, lets you get super specific with your label options, including mentioning how you want them wound on a roll. Roastar’s in-house adherables, meanwhile, can be cut to pretty much any shape imaginable, with various finish options and sizes ranging from marshmallow-esque to a square foot.

Your order should hit your doorstep in less time than the average tabloid reader devotes to a fad diet. We’re talking fewer days than it took for your singed eyebrow to grow back, that one time.

In a word, soon.

Is it weird to plan a packaging party? Not a chance. Especially since, when the big day arrives, you won’t be able to stop sharing it all over your socials. As you should. You’ve made all of us proud.

Thank you for choosing Roastar as your packaging partner, and trusting us to guide you through your packaging journey…we know it’s a big deal! In the meantime, keep an eye out for any new products from the Roastar team, we are always working hard to develop new products to help bring your packaging vision to life.

That’s a wrap for our Roastar 101 Series! Thanks for sticking with it. As always, we’re here to help with any lingering questions, concerns, or anything else related to your packaging journey.

Part 1 - Roastar 101: Custom Packaging & How it Works

Part 2 - Roastar 101: A Tour of Our Products and Materials

Part 3 - Roastar 101: Create Your Custom-printed Packaging

Part 4 - Roastar 101: Custom Artwork Process and Resources