FAQs

Last update: June 1st, 2023

Do you ship internationally?

Yes, we do.

Where do orders placed on CusGifts ship from?

All products are made and shipped from our Print Provider in United States, United Kingdom, Australia and Asia. This depends on the product type.

Could there be shipping delays due to COVID-19 Outbreak?

Unfortunately yes. Since most people are staying in, that results in a significant increase in volume of orders. Even though we’re trying to maximize our productivity, there are still some delays caused from our suppliers and shipping carriers. All of these may lead to the delay of your shipments. Our apologies for this issue.

Can I use special characters when placing order?

Special characters are not displayable by all the fonts, so please DO NOT use non-letter or non-number characters 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.

How long will it take to process my order?

On average, merchandise is produced and shipped from our facility in 4-6 business days after purchase. Standard shipping / transit takes 2-10 days for domestic and 4-30 days for international. However, due to COVID-19 restrictions, the time frame has been changed quite a lot, please check the timeline below for further information.

*The shipping may take longer than expected. If your order hasn’t arrived within the estimated delivery time, please contact us at support@cusgifts.com. 

What is considered a business day?

Business days are Monday through Friday. Business days exclude weekends and holidays.

How can I track my shipment?

Once your order ships, you will receive an email with tracking information. In case you do not receive shipping notification email after estimated processing time, please contact us at support@cusgifts.com

The confirmation part does not show my design, will I receive my correct item? 

The confirmation often shows the default images instead of yours. Our apology for the inconvenience. If you want to double check your order, please contact us at support@cusgifts.com

Am I able to change or cancel my order(s)?

We can help you to change or cancel your orders within 02 hours. We can no longer change or cancel your order if it has already processed. Therefore, if you change your mind, please contact us at support@cusgifts.com within 02 hours. 

I never received an order confirmation email. Can you help me out?

Sure! First, please check your spam folder or search your email inbox for an email from " CusGifts" If you don't see one, it's probably because you entered your email in incorrectly when you made your purchase. If you don’t receive the email please contact us immediately, we can update your email address and resend your confirmation email. 

I'm having a technical issue on your site or can't place an order because of an error. Help!

Please try on a different browser (e.g. Chrome, Firefox, Safari) or retry in a few hours. Or please contact us at email support@cusgifts.com

I never received my order. Help!

Oh no! We'll sort this out for you. If it's been over 40 days since you ordered (our maximum delivery time right now), please contact us at email support@cusgifts.com and we'll look into the status of your order and resend it to you with no questions asked.

My order arrived broken. 

We check each order carefully before sending it out but occasionally an order will get damaged during the shipment process. If this is the case, please contact us right away and we'll work it out for you and resend it to you or make a refund!

I have received only part of my order in the mail so far. Can you tell me where the other items are?

As noted on our shipping page and in your order confirmation emails, we ship directly from different suppliers around the world (in Europe, the US, Asia, Latin America) -- so your order, if you purchased several items,  will likely arrive in different packages. Please be patient and the rest of your order will arrive soon!

 How can I change my design? 

We can help you to change the design within 02 hours. We can no longer change your design if it has already processed. Therefore, if you would like to change anything, please contact us at support@cusgifts.com within 02 hours with your order number and your requests.