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.

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I gifted this item to my friend as a retirement present. She was thrilled! It was very nice quality.

Very happy. Looks just like the pictures! Nice solid wood, you can smell that it was hand painted and stained. A hanging hook was attached on the back. Thrilled. Bought as a gift for my grandmother-in-law and she's going to love this. Very responsive customer service too! Order went out faster than expected also. Recommend ordering at least three weeks before you need your item due to possible production time and shipping time.

Beautifully crafted, light enough for easy hanging.

Absolutely gorgeous and I get so many wonderful compliments!

Order of "In This House We......." wooden sign

Fantastic craftsmanship and super cool!! Can't wait for Halloween to use it as decor!!!!!

Lovemit

The,workmanship and etching were beautiful
A top notch product

Love it, cutest decoration for my horror loving fam

So excited to use this! It’s so cute and came in a timely manner, thank you so much!!!!

Awesome craftsmanship. Was a gift for my Mom and she loved it!

I gave this personalized classroom door sign to my friend who just started her first teaching job, and she was thrilled! The sign is beautifully made and sturdy. The customization options were easy to use, and the final product was exactly what I envisioned. It's a fantastic gift for any teacher, especially for back to school.

Beautiful, hand-crafted workmanship! Will be perfect for my friend’s quilting room!

Amazing! Came just as requested and arrived as expected. Gift for my wife and she’s in love with it.

Beautiful work and super fast shipping!

I love it! Thanks so much, great gift!

I received this personalized teacher door sign as a gift from a student, and I couldn't be happier with it. The sign is of high quality, and the design is lovely. It adds a special touch to my classroom, making it feel more inviting. I would definitely recommend this as a perfect back-to-school gift for teachers!

This sign is absolutely stunning and amazing quality! The shop owner was extremely helpful and made sure I had my order in time for my sisters bday. Will absolutely be ordering here again as well as letting my friends know!!

My mother absolutely loved this! Thank you!

WOW! Now I wish I ordered the next size up. Beautiful,I Love it.

Beautiful!! Timely. Better than expected! Would order again!

Beautiful! Very detailed and made perfectly!