Frequently Asked Questions

Frequently Asked Questions (FAQ)

What file formats do you deliver?

We typically deliver final images in JPG or PNG format, depending on the delivery type you selected (GS1, Amazon, or Custom). If you selected the Custom option, you can define the exact file format you need, such as TIFF, PSD, or other print-ready formats. You can also request additional settings like transparent backgrounds, clipping paths, and specific dimensions or margins.

How long does a project take to complete?

Most projects are completed within 2 business days, starting from the moment we confirm that all required content has been received. If any content is missing or unclear, we will contact you by email. The project will be placed on hold until everything is provided. The 2-day delivery window begins only after the content is approved and confirmed by our team.

Can I change my order after it has been submitted?

If production has not yet started, minor adjustments (such as changing angles or correcting a file) may be possible. Please contact support immediately. If the project has already entered production, major changes (such as new artwork, angles, or product data) may require placing a new order or paying an additional fee. Our team will notify you before moving forward in these cases.

What happens if I forget to upload something?

If something is missing from your submission — such as artwork files, product dimensions, or reference images — you will receive an automated email notification requesting the missing content. The project will remain on hold, and no delivery estimate will be provided until everything is received and confirmed. This helps us avoid incorrect results and ensures a smooth production process.

Can I download my files again later?

Yes. All your delivered files will remain accessible from your project dashboard within the platform. You can re-download your assets at any time, whether it's right after delivery or months later. Files are organized clearly and include everything that was included in the original delivery (angles, formats, and file types).

Do you support multiple users in one company account?

Currently, each user account is tied to a single email address. If your company needs several people to access the same orders or projects, we recommend using a shared company email for now. We are actively working on adding multi-user account support and team access features, which will allow multiple users to collaborate under one company account in the future.

Is my payment information secure?

Yes. All payments on the platform are processed through Stripe, a trusted and globally recognized payment provider. Your card information is encrypted and securely handled by Stripe. Packely never stores or accesses your full payment details. After your first payment, Stripe can securely save your payment method to make future checkouts faster and easier.