FAQs
Frequently Asked Questions
1. Do you ship overseas?
Yes, we ship worldwide. Shipping times vary depending on the destination country. If you are not sure whether we can deliver to your location, you can contact us: service@customours.com
2. How to place an order?
First, choose products you love and enjoy customizing them. When you're ready, hit "Checkout."
Enter the shipping details where you can reliably receive packages. Choose a suitable payment method and complete your order.
That's it! We'll take care of the rest for you.
3.Why didn't I receive a confirmation email?
It's normal that sometimes our emails will go into customers' spam mailboxes. You can check your spam mailbox first.
4. How long will it take to receive my order?
The time frame of an order delivery is divided into two parts:
Processing time: 3–5 Business Days
Shipping time: 6~10 Business Days
Total Delivery Time is about 9-15 Business Days
Standard Shipping:
Order Price: < $69, shipping Fee: $7.99, shipping time: 6–10 business days
Order Price over $69, Free shipping, shipping time: 10–15 business days
Expedited Shipping: $25.99 for each order, shipping time: 4–5 business days
Delays may occur due to Holidays and/or any unforeseen events such as flood or typhoon. Please do note as well that custom inspections can be a factor during shipment.
5. When will I get the tracking number?
The tracking number will be emailed to you as soon as your order is ready to ship. If you don't see any updates in the tracking for 14 days, please email us at service@customours.com. We will investigate the issue and get back to you promptly.
6. How do I track my order ?
You can track your order shipping status here.
Track your order using your email and the full name on the order or the tracking number. Please note that tracking information will appear only after the order has shipped. If the order hasn't shipped yet, the page may be blank. Don't worry, your order will be on its way soon!
If there are no updates after a while, please contact our Support team by clicking the Help button at the bottom right corner or emailing us at service@customours.com.
7. My card was declined, what can I do ?
You may try using a different browser, switching to Incognito mode, or switching to another device. If none of these work, our support team will be ready to assist you. Please contact us. It does also help if you can attach a captured photo of the screen when the issue occurs.
8. What kinds of payments are accepted?
9. Is my privacy and personal information secure on your site?
We provide among the best e-commerce services in the industry and guarantee secure payment processing at all times. Please check our Privacy Policy to view the full details on how we protect your privacy and personal information.
10. Will I have to pay any sales tax?
Tax is charged by Customs offices in the destination country based on their rules and policies. The customer is responsible for finding out the situation in their country. Tax is not included in the price on our website, which means you may be liable to pay for duties and taxes once you receive your order. Therefore, if any, these charges must be paid by the customers. Customers take full liability for all return shipment costs, customs charges, and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations, customours cannot declare purchased items as a gift or list an amount that is lower than the actual product price.
11. Is my photo good enough to use?
12. Which size should I choose?
Here are the size charts for apparel and accessory on our website. Please refer to them when selecting your size.
13. What is the production process for the embroidered photo sweatshirts?
Step 1:
After receiving your uploaded pictures, we will arrange professional designers to draw simple lines for you and customize your own simple paintings.
Step 2:
We will adjust the customized color according to your color requirements and make sure that your order requirements are not missed, such as adding text.
Step 3:
We started to embroider on clothes, the computerized embroidery machines are very advanced and professional, which can achieve high speed, high efficiency, and the embroidery is also exquisite.
14. Do your products incur additional charges during customization?
For example, customized clothing, when placing your order, please note that additional fees apply for specific customization options. These include:
Size Options:
- 3XL: Additional $1.99
- 4XL: Additional $2.99
Product Style:
- Sweatshirt: Additional $15.00
- Hoodie: Additional $20.00
Number of Kids Names:
- Each name costs $2.00, with a maximum of 12 names allowed (up to an extra $24.00).
Additional Services:
- Premium Gift Bag: Additional $5.99
- VIP Service: Additional $2.99
Please review these options carefully during the customization process to understand the final pricing. If you have any questions, our customer service team is here to help.
15. How do I use my discount code?
In the event that the discount code hasn't already been applied automatically to your order, there should be a "Discount code" box showing up during check-out for you to manually type the code in.
