Refund & Return Policy
Cancellation Policy
At CustomFam, we believe in providing ample information for informed purchases.
Currently, orders go into printing 12 hours after being placed for speedy fulfillment. Thus, customers have a 12-hour window after checkout for order adjustments or cancellations.
If you need to cancel/hold the order, do it within this 12-hour window, please contact us as soon as possible via email cs@customfam.com
Cancellations aren't accepted beyond the 12-hour window or once the order enters the printing process.
Return Policy
All of our items are made-to-order with your personalization, unless they arrive damaged or defective, CustomFam cannot accept return or exchange requests, as products are customized and printed on demand.
Please contact us at cs@customfam.com if you have any questions or concerns about our return policy.
Replacement/Refunds Policy
If you are unsatisfied due to defects, damage, wrong item, or printing quality issues: You may be eligible for a full refund or replacement. Please contact us at cs@customfam.com within 30 days of receiving your order, with proof of the received item.
You may be eligible for a full refund or replacement in the following cases. Please contact us at cs@customfam.com within 30 days of receiving your order, with proof of the received item.
Shipping Issues
- The package was delivered to the incorrect address.
- The package was returned to its sender though the address was valid and correct.
- The post office provided a notice that the package was lost in the mail.
- The order arrived with the item(s) missing.
Damaged or Defective Items
- The item received is incorrect or defective.
- The item received is damaged/broken.
- The item is not what you ordered or significantly different from the product mockup, description shown on the website.
Exclusion Cases
Please note that our policy does not cover mistakes made by customers:
- Improper care, damages in use.
- Aftermarket modification.
- Incorrect selection of sizes, designs, colors, etc
- Wrong shipping address/invalid address entry provided by customers.
We will notify you once we’ve received your request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
How to file a claim request?
To file a claim, you need to contact us via email: cs@customfam.com and provide all the following information (this is a must):
- Email address: <Your email address>
- Subject: <Type the subject>
- What is the issue with your order?
- Request action: <Replace or Refund>
- Order number: <Your order number>
- Attached picture/video of proofs of the item(s) you received.
Our support team will review the photos/videos you send of the defective item and if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs) and offer you a discount for reordering.