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Refund and Replacement Policies

- The tracking system shows no updated progress for too long:
We will process a reshipment if the tracking has not been updated for more than 15 business days (for orders within the US) and more than 30 days (for international orders).
- The package was delivered to the incorrect address:
If the package has arrived at a location different from the recipient address, we will replace the item as soon as possible
- The package was returned to its sender but the address was valid and correct:
We will be happy to replace the order
- We will offer you refund/replacements at no additional cost if it falls under below criteria:
  • Items are faulty – damaged/broken or soiled upon arrival.
  • We sent wrong item – size, style, color.

However, please note to send us your request within 30 calendar days of purchase.

Parcels that is lost in transit and the post office provided a notice that the package was lost in the mail: 

We will be happy to replace the order as soon as possible

- Personalized/Customize Products:
Due to the customized nature of all of the products we produce at CusGifts, we cannot offer returns. Your artwork is designed with care and is entirely personal to you (and your pets).
Special characters are not displayable by all the fonts, so please DO NOT use non-letter or non-number characters or characters such as é, è, à etc... when you put the names. They will automatically be converted to a question mark or blank if you try to use special characters.
We will not offer a return or refund in such case.
 

PLEASE NOTE:

- A request needs to be submitted within 07 days from the delivery date or 30 days from order date to qualify for credit or replacement. Please contact us at support@cusgifts.com

- Videos or detailed photos of the faulty product are required for quality control purposes and need to be added as attachment to the submitted request (front, back and packaging)

- CusGifts WILL NOT make a refund if the item arrives in good condition and meets the customer’s customization/personalization corresponding to his/her order.

Our products are all custom made order. This means you choose exactly what you want to purchase and we produce it (such as size, the design) so we DO NOT accept refund for reasons such as wrong size, wrong design, etc. made by customers. But we can offer you a discount for reordering.

- We DO NOT offer replacements or refunds for invalid address entry, , improper care, damages in use, etc. If your order was undelivered because of the wrong/insufficient address provided by customers, or the delivery is refused by the addressee, our company can only offer you a discount for reordering. 

So please notice to fill full information (including house number, apartment number...) on your shipping address. 

If the package is returned by the carriers because recipients are not home or they have moved, we can reship the package and customers need to pay the reshipment fee. 

No refunds can be issued for orders delayed (either shipping cost or merchandise value) due to adverse weather conditions, pandemic's impact or any unforeseen circumstance that may affect our carriers. Thank you for understanding.

- Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening. CusGifts will not be held liable to any misroute parcels.

- For orders to remote areas or countries, we will use epackage for shipment, which may take 01-03 months to be delivered. So please help us to notice the timeline. 

RETURN POLICY

Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:

  1. Significantly different from the description or sample shown to you;
  2. Not what you ordered;

You can return it within 20 days following the delivery date. 

Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received.

If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.

Please contact our Customer Support team to start the complaint process. Please include the following information:

  • Order number
  • Video or photo of the faulty product 
  • Complete delivery address
  • Contact telephone number

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed

  • You will be responsible for paying for your own shipping costs for returning your item(s). 
CANCELLATION POLICY

Can I cancel my order(s)? Yes. Your order is only eligible to be cancelled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can not be cancelled. Send us an email within 02 hours and let us know the reason why you wish to cancel your order at support@cusgifts.com. We’ll confirm once the modification or cancellation has been made.

We do not accept cancellation of orders outside the 02 hours window and/or because of the production reason. Please note that the time frame for production and shipment are posted in each product’s description hence all customers should be aware of this before concluding an order.

Note: Our team will inspect /verify the photo(s) before we issue out a replacement or refund. CusGifts reserves the right to refuse any replacement and refund if it does not meet the above criteria.

LATE OR MISSING THE REFUND

If you haven’t received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us through submitting a ticket at our website https://cusgifts.com

Based on 2215 reviews
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The gift to my friend was beautiful. She loved it so much

Awesome Blanket!

It was great to customize a kayaking blanket as a wedding gift for a couple! Looked crumpled when received but the picture was perfect.

Dog wings ornament

Really loved my ornament of my late little soul mate he will be the first on the xmas tree it was agreat purchase very happy thank you

Custom Personalized Memorial Dog Wings Aluminum/ Acrylic Ornament - Memorial Gift Idea For Christmas - Upload Pet Photo - The Moment Your Heart Stopped Mine Changed Forever

Custom Personalized Step Father Tumbler - Gift Idea For Father's Day - Upto 6 Kids

Fantastic

Love my handbag and Ive had many positive remarks about it

Great Product

Good quality. Great personalization. Even got the correct camper. Taxa Cricket!

My Design

I purchased 2 caps and was able to design them to my specification quite easily. I save one, I'll call it my dress hat, for when I went on an Honor Flight to DC. I am hoping to go again and this time, having the same Guardian, I will have us matching hats. I will be purchasing more hats from CusGifts with my businesses id,

My beautiful horses!!!

I now have 2 from you with 2 of my horses that was 30 and 33 years old and passed. I love them so much and they are absolutely beautiful!!!

Personalized witch spread

The spread was beautiful. It's just that it didn't fit my king bed. But I still use it.

Custom Personalized Veteran Baseball Cap - Gift Idea For Veteran/ Birthday Gift - U.S. Army

We Love the customize Tiki Bar Sign.

The Customized Tiki Bar sign was great. The paints were vibrant, everything was spelled correctly and the size was as promised. However we were a little surprised how thin the sign was. If left outside in any weather or humidity, it might warp. The sign could be a little thicker, like a quarter inch, would have been more appropriate. Overall it was good for the price.

Awesome product

This is the 2nd time I’ve used CusGifts and it turned out fabulous again. The colors were bright and beautiful. They had all kind of specs. to choose from and I was able to find likeness of all 3 of my babies. Even our new dog angel. 😇 They were easy to email and work with for any concerns or changes I needed. I would highly recommend.

T-shirt & pillow case memory

I love both T-shirt & pillow case in memory of my fur babies. They both came out so good. I absolutely love them. Will be ordering again. Keeps me feeling close to my babies even though they are gone.

Beautiful!!

I customized my tee shirt with my 2 favorite dogs and I LOVE it. My order was handled properly and timely and they constantly kept me updated on when it would arrive. I definitely would order from them again.

So happy with this item

Very beautiful, very meaningful! It reminds me of Bobby, my little dog who passed away a year ago. I will always carry it with me.

Lovely

Bought the memorial horse crystal heart for a good friend mourning over the loss of her beloved horse… This was absolutely gorgeous and very easy to upload and review… Would definitely order again… Also great customer service and mailing speed.

HOLY MAMA!

Wow... am I one lucky sweet mama! When my angel (Oscar) our family pet, tragically got hit by a drunk driver, this sweet mama wanted him to keep pushing! Keep FIGHTING! But my butch lesbian husband William said no... He indeed, looked me right in the eye (well. what was left of him did). We had a grand funeral for him in our backyard and my children - Lyly, Jornah and Stiffany... decided to buy me this. The tearful eyes of my darling little Stiff's face as she presented me this wonderful plaque, filled me up with joy and tears and weeping. My husband sneered at the poetry but it was perfect. Oscar, this is mama speaking... and this sweet mama misses u with every beat of her heart. I am so sorry about that drunk driver. Wait for me in heaven, as i may join you very soon...