FAQs

Frequently Asked Questions (FAQs)

1. General Questions

What is the status of my order?

Once your order is placed, you will receive a confirmation email with your order details. When your order ships, we will send you another email with the expected delivery date and a tracking link (if available).
You can also check your order status anytime in the "Track Order" section on our website's Home page.

Can I change or cancel my order?

Because all our products are personalized and custom-made, once production starts, changes or cancellations are not possible. However, if your order is still in the proof or confirmation stage before production begins, you may cancel it.
Please note that cancellation policies vary by product; details are clearly stated on each product page.

Where do you ship?

We currently ship to the United States.

2. Payment

What payment methods do you accept?

You can pay with debit or credit cards, including Visa, MasterCard, American Express, and PayPal.

Which currency will I be charged in?

All orders are charged in USD. If your card uses a different currency, your bank will apply the conversion rate.

3. Shipping

How long does it take to ship my order?

Orders are usually processed within 24 to 48 hours. Standard delivery times are:

  • United States: 6-12 working days

What happens if I’m not home when delivery is attempted?

If delivery is missed, the courier will either attempt delivery the next day or contact you to arrange a new delivery time. Sometimes you may need to collect your package from your local post office.

4. Redo, Refund & Return

If I receive a damaged or incorrect item, what should I do?

Refund Policy – For Major Issues

If your item arrives with significant issues caused by us — such as wrong design, incorrect text, or damaged/missing parts — you may choose:

Redo: We will remake your item at no extra cost

  • Refund: Full refund to your original payment method
  • Please report any issues within 7 days of delivery
  • Providing photos or videos as proof
  • Refunds will be processed within 7 business days after confirmation.

What if my item isn’t what I expected but it’s not the manufacturer’s fault? How can I fix it?

We offer a one-time free redo if:

We understand that personalized gifts are crafted with love, and sometimes small details may need a second touch. Every customer is entitled to one free redo under these conditions:

  • Incorrect information provided by you (e.g., misspelled names, wrong photos)
  • Major changes requested after initial proof approval
  • Size or detail variations not meeting your expectations
  • To request a redo, please contact us within 7 days of receiving your order with clear details or photos. 

If I have used my redo chance but still want changes, is there any other option?

  • Custom-made items are non-returnable and non-refundable as they are made to your specifications.
  • Non-custom items can be returned within 30 days if:
  • Returned in original condition (unused, undamaged, original packaging)
  • You contact customer service for return instructions
  • Return shipping cost is paid by the buyer

  • Refunds processed within 7 business days after we receive and inspect the returned item.

Are return shipping costs covered?

If your item is damaged or defective, return shipping is free. Otherwise, return shipping costs are the customer’s responsibility.

How long does it take to process refunds or replacements?

Refunds are processed within 7 business days after confirmation.
Replacement timelines depend on the product and will be communicated after your request is received.

For full details, please see our Redo, Refund & Return Policy.

5. Other Questions

Do you have physical stores?

Currently, we do not have physical stores.

Is there a warranty?

All products are custom-made and guaranteed free from defects on arrival. If your item is damaged or defective, we will gladly arrange a refund or replacement. Please contact us within 3 days of delivery with proof.