Top Notch Customer Service Keeps Roxy Grace Coming Back to Distinct Packaging

April 3, 2018 by Erin Behan

When Andrea Ort, co-founder of Roxy Grace and Company, an all natural, handmade bath and body product line, wanted to get in touch with the packaging company that was printing the company’s custom boxes, she couldn't.

Bath Bomb by Roxy Grace and Company

Instead of talking to a real person, Ort would receive an automated email at one in the morning, and when she tried to reach someone by phone, she could never get through. "Every time we ordered. It took three weeks, and we couldn't talk to anybody," Ort says.

Out of frustration, Ort searched Google for a new printer and found Distinct Packaging, based in New York, not far from her own Connecticut homebase.

She called and, much to her surprise, got someone from Distinct Packaging on the phone right away, an experience she wasn't used to as a small business owner.

"When you're a new business, nobody wants to work with you, especially when you're doing limited quantities," Ort says. "Everybody wants you to do 10,000 boxes."

Not only did Distinct Packaging walk her through the order process — "the customer service is really top-notch" — but "the boxes we got were just as nice as the ones we got before" with "fantastic print quality," Ort says.

Ort started Roxy Grace three years ago with fellow dental hygienist Michele Daniels after the two realized that some beauty products aimed at children contained chemicals they considered unsafe. Spurred to action, Ort and Daniels started making their own kid-safe products and thought, "This is really easy, why don't we teach kids how to do it?"

They launched do-it-yourself beauty kits so kids could experience firsthand "how easy it is to make your own bath and beauty products at home using all natural ingredients," Ort says.

Roxy Grace began with three do-it-yourself kits: body scrub, lip balm, and bath bomb, which they packed in a standard white box with a branded sticker on the top.

Soon, the duo realized "that people tend to buy more for the box than the content," Ort says. "We realized that packaging is really important. So we're willing to spend a little more and do a little more on our packaging just to get it out there."

That investment has paid off, as what began as DIY kits blossomed into a full-fledged line of natural beauty products, ranging from bath bombs to body lotions to lip balms. Roxy Grace is now in more than 40 retail and online stores, including on Amazon,, and Etsy, and has shipped to every U.S. state except Alaska.

Finding Distinct Packaging to print their custom mailer boxes was just the boost the growing company needed. "The reason why I keep coming back [to Distinct Packaging] is because of the customer service more than anything. The product is great, but the customer service is just over-the-top."

To design and print your own custom mailer box, shipping box, gift box, and more, head to and see the easy online design and ordering system for yourself. Orders ship within 10 days of being received and there's never a minimum order. If you've got questions, send an email to or pick up the phone and call (877) 464-1959 during business hours, Monday to Friday, 9:00 a.m. to 5:00 p.m EST to talk to a U.S.-based representative.

For more on the benefits of Distinct Packaging for small but growing businesses, check out How Distinct Packaging Helped Golden Ratio Make Its Best Box Yet.

Erin Behan

Written by Erin Behan

Erin Behan is an L.A.-based writer and editor who considers fine paper one of life's little pleasures.


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