FAQ

Delivery

How will my packaging be delivered?

Except for rigid boxes, all packaging will be unfolded into flat sheets for delivery.

What delivery method do you provide?

Based on the size and weight of your order, BM Pack will arrange either express delivery or freight service. Usually, express delivery will be arranged for smaller orders and freight service will be arranged for larger orders. (chinese ver incomplete)

How much does shipping cost?

New Territories / Kowloon --- HKD$120, free shipping upon purchase of HKD$1200. HK Island --- HKD$250, free shipping upon purchase of HKD$1500. Ma Wan / Tung Chung --- HKD$300。 Discovery Bay --- HKD$350。 Any delivery-related fees (e.g. parking and registration) must be paid by the customer. Shipping fee will be listed on the checkout page. Please note that the shipping fees listed above are only applicable to Hong Kong deliveries. Please contact us if you have any queries for international/China orders.

Will I be notified when the order has been shipped?

We will notify you via email when the order has been completed and on your way.

Where is my order shipping from?

Orders will be shipped from our manufacturing factory in Shenzhen.

Do you deliver outside Hong Kong?

It's an absolute yes! We offer international shipping and please contact us for details. Please note that, depending on where you live, you may need to pay taxes or import duties for your order. BM Pack will not be collecting taxes or import duties, so please settle the extra fee incurred accordingly.

Is self pick-up available?

It depends on your order quantity. Please contact us if you want to opt for self pick-up.

Payment

What payment method do you accept?

We currently accept credit card, bank transfer, and FPS. Please note that since we won't start processing your order until payment is confirmed, so there may be a chance for delayed lead time if you settle the payment through bank transfer or with cheque.

Is Cash on Delivery available?

We will not start production until payment is confirmed in our system. Therefore, Cash on Delivery option is not available.

Order

How to find my order on the website?

Please login and go to “Member's Corner” on the menu bar. Then you may look for your order in “Order History”.

Can I reorder?

Sure! Please login and go to “Member's Corner” on the menu. Then go to “Order History” and look for the order you'd like to order again, press “Reorder”, and voila!

Can I check the status of my order?

Yes of course! Please login and go to “Member's Corner” on the menu. Then you may check the status for your order in “Order History”.

Can I change my order quantity?

If you've already paid for the order, you may use the “Reorder” function to easily order with the same design again.

Can I change the design after submitting the order?

You may change the design if you haven't made the payment. Please contact us as soon as possible if you'd like to change your design after payment has already been made.

Can I cancel my order?

You may cancel the order if you haven't made the payment. Please contact us as soon as possible if you'd like to cancel the order after payment has already been made. If the production process has already started, then you won't be able to cancel the order.

Design File

What format should I use for the design?

We only accept AI or PDF format. For more details, please refer to BM Pack's design file specifications.

Can I submit the design file again?

Please contact us if you have any questions on submitting your design file.

Design

What if there's error in my design?

If your project does not meet the requirements of our specifications, our team will contact you. In this case, we will ask you to send your design again after modification. We also recommend checking out our design guidelines, which will appear on the editor page, before the order is finalised. We will not be correcting any design errors, such as spelling or artwork mistakes. Please do not edit the dieline template as it can cause printing error. If the artwork appears too small on the editor, please do not resize the artwork using the enlarge function in Photoshop as it will decrease the image quality. The flexibility in scalable vector graphics makes them ideal to be resized easily without losing any quality. Please note that the ideal printing resolution is 300dpi.

What can I do if I have questions about 3D Editor?

If you have any questions about 3D Editor, please WhatsApp us on 91835382 or email at hello@bmpack.com. Please let us know what browser you're using and its version, and share with us the screenshots when the problem arises. Our team will get back to you as soon as possible.

Is 3D Editor available on mobile devices?

Currently, 3D Editor is not available on mobile devices. Uploading complicated and technical artwork is required when you're creating designs with 3D Editor. To ensure a smooth creating process, 3D Editor does not support iOS and Android on smartphones or tablets. 3D Editor is compatible with macOS, Windows, and some new browsers that use Linux operating systems.