Refund and Cancellation Policy
Of course, we want all our customers to be happy, and if you have a specific question/case that does not fall within this policy, please contact us here.
Once an order has been printed and shipped, we cannot cancel it.
If your product gets damaged in the mail or during manufacturing, we will see that you get a replacement product or possibly, a refund. Refunds are made on a case-by-case basis, but generally, products that have been kept for longer than 21 days may not be returned.
Similarly, we are not responsible for orders that do not arrive on time for a specific occasion/holiday, products that are accidentally ordered/now unwanted, or spelling errors made by the customer.
Our promise is that we thrive to make our customers happy and we will make exceptions wherever possible to ensure a greatly exceeded experience when buying our product.
- Once the order was placed and we receive it, we will deliver within 15-30 business days. Generally we are well covered and since our product is manufactured in the United States. At times, we can expect quicker delivery due to our proximity to customers. What we can’t control is that the customer provides us with a correct delivery address during the ordering process. In such cases we won’t be able to guarantee a return if the error was due partly to the purchaser.
- In the case where our local printing partners are not able to deliver the ordered merchandise for us and they are not able to fulfill their contractual obligations, then we will inform the customer immediately that the product ordered is not available. We want to ensure our support of our American local printing partners so we are often choosing the local suppliers. This means they may need some time to adapt to our high amount of orders but we want to grow with them and support the local community. We will however inform you the customer immediately in case there are any delays, therefore this does not result in a non refundable case.
- Once the goods are shipped the risk of goods that may be damaged or perished passes on to the buyer, this means that we, Custom Family Gifts will not be liable for any damages caused by the shipping company.
- Since the merchandise/maps are designed and customized by the user on customfamilygifts.com, there is no right for refund if the design is not due to the standards of the customer/purchaser. In such a case this order is not eligible for a return.
- If the shipment information provided by the customer was incorrect at the time of order, this results in a case where an order is not eligible for a return for such reasons as delay in shipment, etc.