Refund & Replacement Policies

Refund & Replacement Policy

We want you to love your order! If anything feels off, don’t worry — we’re here to help. Just email us at service@mycustomgiftstore.com or use our contact form, and we’ll work with you to make it right.

1. Defective, Damaged, or Faulty Items

If your item is defective, damaged, or has any production issues, you have up to 20 days from the delivery date to request a replacement or refund.

Please go to our contact portal and provide the following required details:

  • Your order number
  • Email address used to place the order
  • Subject of your request
  • Detailed explanation of the issue
  • Photo or video proof of the item(s)

For specific cases, please include:

  • Printing errors: Clear photos showing the error.
  • Incorrect print size or placement: Photos showing the item with a measuring tape, stick, or ruler.
  • Missing items: A photo of the shipping label and the outer packaging you received.

After reviewing your case, we’ll send a free replacement if the issue is confirmed. In rare situations where a replacement isn’t feasible, we will offer a full refund (including shipping).

Important Notes:

  • We do not offer refunds or exchanges for items bought during sales or promotions.
  • We do not offer refunds or replacements for customer errors, such as wrong size, color, or design choices.
  • Damages due to misuse or improper care are not eligible for refund/replacement.
  • Please allow up to a 20% difference between the advertised product photos and the actual product due to lighting or screen settings.
  • In the above cases, we may offer you a discount code to reorder.

2. Shipping Issues

If your order has not shown any tracking updates for over:

  • 20 days (within the US)
  • 30 days (international orders)

You may request either a refund or a replacement.

Important Notes:

  • We do not offer refunds or replacements for orders with incorrect or invalid shipping addresses provided by the customer. Please double-check your address during checkout.

Other Policies & Reminders

  • All our products are custom-made. We do not accept returns, but we do offer replacements for eligible defective items.
  • No need to return the faulty item — just send us proof (photo or video) and we’ll handle the rest.
  • We cannot modify replacement items once they are in process.
  • Please double-check all personalization details (names, spelling, etc.) before submitting your order. We are not responsible for mistakes made during order placement.
  • You may cancel or modify your order within 1 hour of purchase. After that, it goes into production and cannot be changed.
  • Refunds may take up to 7–10 business days to appear in your account.

If you have any questions, feel free to contact us at service@mycustomgiftstore.com.