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FAQ

General

How can I create an account?

You can create an account for free. To do so, please click the account icon on the top right corner. Then choose “Create an account” and enter the requested information. Creating an account is not liked to an order automatically. But please be aware of the fact that we can use your data for marketing purposes unless you refused the agreement or deleted your account.

Why do I need to create an account?

To be able to order at our web shop, you need to create an account. Many benefits come with such a registration:

  • Faster check out
  • Enhanced address management
  • Easy reorders
  • Order history

There appears an error message while trying to log in?

WRONG PASSWORD: If you entered a wrong password, or you forgot your credentials, please reset the password by clicking on "Forgot your password".

WRONG EMAIL: If you entered your email address incorrectly, please try again. If you forgot the account's email address, please contact our customer service

How can I reset my password?

If you forgot your password and you would like to reset it, please click on “Forgot your password?” at the login mask. Enter your email address and you will receive a password reset link.

How can I change my user data?

Please log in to your account and select the “My account” tab. There you can edit your account information (contact information, newsletter subscriptions, billing and shipping address). Please be aware of the fact that this has no effect on already placed orders as they are already set in the system.

VAT validation did not work - what can I do?

EU customers
The VAT validation is performed automatically using the web services of the European Commission. Please make sure to enter your VAT number in the correct EU format.

Hungarian customers
The hungarian customers using an old non-EU VAT number format cannot validate their VAT number automatically. In the case of having an old hungarian VAT number format, please get in contact with our customer support.

World wide customers
Customers from outside EU will not have to pay any VAT. That's why not VAT validation is required.

How can I delete my account?

If you would like to delete your account please log in to your account, and select Delete Account tab.

Where can I find my orders?

Please log in to your account and select the tab “My orders

How can I unsubscribe from the newsletter?

If you do not want to receive any further marketing emails please log in to your account and select the tab “Newsletter Subscriptions” then you can unsubscribe from the list. This choice does not affect the shop notifications (for example order confirmation).

Product catalogue / Material specification

Which types of tube materials are available?

Currently, there are four different PE tube specifications available in the web shop. We are developing our product portfolio constantly to offer you more options with different cap styles, sizes and materials.

What are the tube material used for the products in the shop?

The pre-configured tubes are made of the following material:

PE Tubes

  • Tube body: HD-PE tube
  • Head: HD-PE
  • Cap: HD-PE

Please find the detailed specifications in the specification tab at each detail product page.

I wish another tube material, what can I do?

To be able to guarantee you the delivery time of 4 weeks* and relatively small quantities, we use pre-defined tubes from our stock. For a highly individual tube specification and high quantities, please contact the Neopac sales team at www.neopac.com.

* You will receive an individual delivery date indication once your order is planned in our systems.

Printing technology & artwork guidance

What is digital printing?

Digital printing is a method of printing a digital based image onto a printing substrate. In the packaging and labelling industry, several types of digital printing are used: dry or liquid toner, digital offset, inkjet printing.

In our case, we use inkjet technology, which is a contactless printing method consisting in jetting droplets of process inks onto the substrate to print the file image.

What does CMYK mean?

CMYK is also referred to as 'Full color printing' or 'Four color printing' and is the most common used digital printing technique. The system uses 4 primary colors as its base – Cyan, Magenta, Yellow and blacK – with various combinations of these 4 it is possible to produce virtually every color you can imagine.

What are the advantages of digital printing?

Digital printing enables to print complex artworks; high resolution vectors, images, with virtually no limitations in terms of number of colors. It can print short runs effectively and with a faster turnaround time: as long as substrate does not change, multiple artworks can be printed without stopping the line. As it is a computer generated printing, variable data can be printed by linking data base file to master digital artwork. Unlike plate based printing processed which are subject to color-to-color registration, ink flow regularity, plate mounting quality, plate wearing, inkjet printing grants consistency of shades across the same run.

How it is digital printing done at Neopac?

We decorate our tubes with inkjet and direct-to-shape technology. The ink is placed directly on the round container of the tube.

What is the color range with digital printing inks?

We are using 7 colors CMYK and OGV to match all colors within the extended gamut range. With this setup, we are able to print all the standard digital artworks and match more than 85% of the pantone spot colors (with a ΔE<2.0).

How do you ensure color matching?

During the uploading of your artwork, an automated check is performed to see if the file meets our requirements. After the check is over, you will be able to access the preflight report. We strongly recommend to read though the document carefully and adapt the necessary changes.

We are using the latest color matching software to ensure consistent quality within one print job but also from the first to a next order.

In what format should I submit my artwork?

For the best quality, please upload your artwork in PDF/X4 file format. To ensure there is no issues at the printing stage, please read our graphic guide and use our design templates, that you find among each product.

During the ordering process, you will be asked to upload your artwork in PDF format. This file is checked automatically and a preflight report is available to see if the document matches our requirements.

Where can I download a design guideline?

You can access the graphics manual at each product page. Or you can click here to access our graphic guide with tips and tricks to create your tube artwork.

Offered products

What is the minimum order quantity of tubes?

We can provide tube orders from 2’000 to 25’000 units.

What are your lead times?

Using pre-configured tubes from our stock, we can provide a guaranteed lead time of 4 weeks.

Since your order needs to be planned in our system for the decoration part, you will receive individual and detailed information about the delivery date of your order(s).

I cannot find the tube configuration that fits my needs. What can I do?

You can place a regular request or order starting at 25’000 tube quantities contacting our Neopac sales team. Please be aware of the fact that the offer from your Neopac sales manager can differ in quantity, prices and delivery time. The offer/quotation is only valid for web shop orders.

Order management

Can I view my finished tubes before printing?

We offer you a free 3D visualization, a 360° product view, that gives you the opportunity to see how your tube will look before we start the printing process. Just upload your artwork and check if the design matches your expectation.

Are samples available?

Yes, select one of the pre-configured products and choose the sample option at the details page.

Where can I see my orders?

The information about the orders you placed in this our shop are all stored in your customer account.

Can I cancel my order for customized tubes?

Yes, as long as you did not receive an order confirmation from us, you can cancel your order without indication of reasons. From the moment of confirming the order, we booked the printing capacity as well as reduced our stock and you can no longer cancel the order nor change any details as specifications, artwork or such.

Shipment

Do you ship international?

Yes. All offered products in the shop can be shipped internationally, the prices and delivery times may differ and will be added to the order at the shopping cart.

What kind of shipment method do you offer?

Your order will be shipped by FedEx/TNT. Depending on the ordered quantity, we offer two shipping methods:

  • Shipment per box
  • Shipment per pallet.

If you choose the shipment per pallet, please make sure you are able to unload the freight from the truck with a forklift or a similar tool.

Can I change the shipping address of my order?

If you want to change the shipping address after you have placed the order, please contact our customer service. Please be aware of the fact that we cannot change the shipping address once the order is shipped.

How can I track my order?

As connector between our web shop software and the carrier, we are using ShippyPro. You will receive an email with the status update directly from ShippyPro.

In addition, you can visit your account (by clicking the corresponding icon at the top right corner) and select the tab "My orders". Click on the order number to see the details. At "Shipment" you can see the actual status with an order tracking number.

Payment

What payment methods are accepted?

We currently offer the following payment methods:

  • Prepayment (Credit Card and PayPal) for all new and existing customers
  • Credit (Invoice) for existing customers only

If you would like to pay by bank transer with delay, please contact us. We will then check your credibility and decide based on our own criteria which customers are enabled for this payment method.

What types of card can I pay with?

  • Visa
  • MasterCard
  • PayPal

What could be the reason for unsuccessful payment?

Usually this happens when the payment order is not accepted by the card-issuing bank, or it might be due to a telecommunication or IT fault that prevents the authorization request from reaching the card issuer when using a bank card.

Card-related errors

  • The card is not suitable for internet payments.
  • Use of the card over the internet is blocked by the account-keeping bank.
  • Use of the card is blocked.
  • Incorrect card data (card number, expiry date, security code on the signature strip) has been given.
  • The card has expired.

Account-related errors

  • There are insufficient funds to execute the transaction.
  • The amount of the transaction exceeds the card spending limit.

Connection-related errors

  • The connection was probably lost in the course of the transaction. Please try again.
  • The transaction timed out. Please try again.

Technical errors

  • If you are not returned from the payment site to the website of the merchant/service provider, the transaction was unsuccessful.
  • If you have left the payment site, but return to the payment site using the browser’s “back”, “reload” or “refresh” function, the system will automatically refuse the transaction for security reasons.

What should I do if the payment procedure is unsuccessful?

A transaction ID is generated for every transaction, and we recommend that you make a note of this. If in the course of the payment attempt the transaction is refused by the bank, please get in touch with your account-keeping bank.

Why do I have to get in touch with my account-keeping bank if the payment was unsuccessful?

In the course of the card check, the account-keeping (card-issuing) bank notifies the (accepting) bank of the merchant collecting the amount whether the transaction may be executed. The accepting bank cannot give out confidential information; only the bank that identifies the card holder is entitled to do so.

Warranty & return management

When am I allowed to return the order?

We are sorry, if you are not satisfied with our products. Please have a look at the valid reasons to start a complaint.

Complaints: Complaints can only be processed and, if applicable, acknowledged, if they are submitted in writing, indicating the order number, order date, invoice number and invoice date and if the complaints are accompanied by samples, photographs or equivalent evidence as well as the appertaining shipping label from the packing.

Justified complaint parameters:

  • Tube dimensions: deformation of the tube, wrong inner diameter, wrong length (with cap), wall thickness tolerance
  • Tube material: wrong tube material, contamination (foreign material), no sealability
  • Cap: missing cap, wrong cap, cap falling off
  • Quantity: wrong amount of delivered items
  • Design / visual: wrong artwork / design, wrong varnish (matt / glossy), missing characters or elements, readability of barcode, scratches
  • Administration / service level

For more information about warranty and complaint handling, please have a look at our Terms & Conditions.

What do I do if my parcel is damaged, and one or more boxes are missing?

Please contact our service team in case of a claim. Once we have received your damage claim, we will send you an email confirmation.

  • Claims in regards with shipping issues are reviewed by us together with TNT/FedEx.
  • Claims in regards with our tube products are handed over to our quality team.

In any case, we will update you on the progress of your claim.