Refund policy
At The CustomStore, every item is made-to-order and customized specifically for each customer. Because our products are personalized and produced upon request, we have established the following return and refund policy.
Custom and Personalized Products
All customized, embroidered, printed, or personalized products are final sale and cannot be returned, exchanged, or refunded unless there is a manufacturing defect or an error on our part.
This includes, but is not limited to:
- Custom embroidery
- Heat transfer vinyl (HTV) customization
- Personalized apparel
- Custom logos, names, or designs
- Made-to-order products
Order Approval
Customers are responsible for reviewing and approving all design proofs, spelling, sizing, colors, and order details before production begins. Once approval has been provided and production has started, changes or cancellations may not be possible.
Defective or Incorrect Orders
If you receive an item that is defective, damaged, or different from the approved order, please contact us within 7 days of receiving your order.
To process your claim, please provide:
- Your order number
- A description of the issue
- Clear photos showing the defect or error
If the issue is determined to be our responsibility, we will, at our discretion:
- Replace the item at no additional cost, or
- Issue a refund for the affected item
Cancellations
Orders may be canceled only before production begins. Once production has started, orders cannot be canceled due to the custom nature of our products.
Shipping Issues
The CustomStore is not responsible for delays caused by shipping carriers, weather conditions, customs processing, or other circumstances beyond our control. However, we will do our best to assist you in resolving any shipping-related issues.
Contact Us
If you have any questions regarding your order, please contact us before placing your order. We are happy to assist you and ensure your customization meets your expectations.
The CustomStore
Email: info@thecustomstore.ca