Frequently asked questions

We attach great importance to manufacturing a high-quality product, so we produce exclusively in Europe and with partners with whom we have been working with closely for years. Our packaging is made of mostly recycled material and using vegetable starch glue – only unpackaged would be more environmentally friendly!

Unfortunately, we cannot produce a single sample of your design. However, you can order some products starting from a minimum order of just 10 pieces (Variable Size Products). We also offer dummy production for some products, where available this will appear on the options on the product. You can view your desired packaging in our 3D preview at any time before you place your order. You are also welcome to order a sample set.

Depending on what you want, we can produce custom orders. To find out more, please send us an e-mail service@printmate.de or use our form for project enquiries. Please note, there is a minimum order of 1,000 pieces for any custom order.

Delivery date: This is the day your boxes will be delivered to you.

Print deadline: This information is only displayed for products with collective production. It is the deadline for when we need your print data in order to meet the delivery date.

Collective production: We collect all orders and produce them together at regular intervals. This way we are able to offer small quantities at reasonable prices. You can always find the current deadlines for print data on the respective product page in the store. Your order must reach us by this date at the very latest so that we can produce it in the current collective order with the specified delivery date. If the current date is too short notice for you, don't worry – the next date is usually two weeks later, so you don't have to wait too long for your boxes. If you want to be sure, please send us an e-mail to service@printmate.de and we will send you the dates of the next collective production orders.

As our production schedule is set weeks in advance and our presses are in continuous production, unfortunately it is not possible for us to deliver outside of the specified dates.

If you need something in a hurry, some products have an express delivery option.

For special packaging requests, please use our project request form.

For our standard packaging, you can order in multiples of 100 (for the Pixel product from 300 pieces). If you need a larger quantity than you can select online, please send us an email with your desired quantity to service@printmate.de and we will be happy to provide a quote.

Please send print data only as printable PDF/X-1a or X-3; output condition ISO coated v3. The print file and all elements contained within it, such as images and graphics, must be created in CMYK. The minimum resolution of all colour and grayscale images should be at least 300 ppi, for line graphics at least 1,200 ppi. The minimum line width for graphics and fonts should not be less than 0.5 pt. Fonts should not be used smaller than 6 pt in positive and 8 pt in negative. Please observe the bleed (8 mm) and safety margins (min. 5 mm) at the edges. When using our print templates, please be sure to follow the instructions in the template files. Once you’ve placed an order, we will check your print files and let you know if something is wrong and help you if needed. If you have any questions, please contact us on +49 30 809 32 73 66 or email us grafik@printmate.de.

There will be a small area where our branding "packaging produced by ..." appears and it will be used by us for production-related markings. Next to this, there will be an order reference number, which will help us to produce faster and send you the right boxes. This data is anonymized, we will never print your customer name or similar data there. These are not visible once the box has been assembled.

If you want to order your boxes without branding, please send us a short mail to service@printmate.de – we will take care of the rest!

If you find that your files are incorrect once you’ve placed your order, please contact us immediately by e-mail service@printmate.de or by phone +49 30 809 32 73 00. Depending on the production status, you may still be able to change your files. The same applies to changing delivery addresses or invoice data. Please send an e-mail to service@printmate.de and we will try to make the change for you if it is still possible.

As soon as your goods are ready for delivery, you will receive a notification from us. Depending on which delivery option you have chosen, you will either be called by our partner shipping company before delivery (shipping on pallet) or you will receive a tracking info (parcel service).

If you are not satisfied with your order or if you have received damaged or faulty goods, please send us an email with your order number as soon as possible to service@printmate.de or call our support team on +49 30 809 32 73 00. We will do our best to make it right!

You can find further information about packaging laws here.

You can download the unit weights of our items here.