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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.


- 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

- 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. 


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). 

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 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.


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

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My daughter loved it! The resemblance to her Boston Terrier and the colours (ie hair/clothing) I picked for her was perfect.

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Love it. This was very special to me on the passing of my sheltie. It is beautiful

Love it.

Arrived quickly and as described. I really love it

custom cat photo

the custom i had made for my cat was perfect and i recommend it you will not be sorry …

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I designed this tumbler for my husband that lost his best friend shadow our red healer 8 year old puppy. It was perfect and my husband loved it.

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This blanket is beautiful, quality is mint , the poem is heartbreaking, but it's the best memorial gift i could have gotten to have to remember one of my greatest love's my Bailey


I love this!! A beautiful way to remember my kitty. I look at it often.