Personalized Family Tree Cushion Cover Mother's Day Family Tree Pillow Keepsake Unique Genealogy Gift

📦 Processing Time: Orders are usually processed within 3-5 business days.

🚚 US Shipping Time: Anticipate receiving your order within 6-10 business days through USPS/UPS.

For additional details on Shipping and Delivery, kindly click here.

Our goal is to ensure your complete satisfaction with every purchase. Should you encounter any issues with your order, our dedicated customer service team is here to assist. Please contact us at service@customours.com.

1. 60-day Returns Policy for Both Defective and Non-Defective Products:

1.1 60 Days Return Policy: If you are not 100% satisfied with your product, new, unworn items can be returned to Customours within 60 days of delivery. We accept returns for both defective and non-defective products. Personalized products are made especially for you and can be returned for either an exchange, or a refund (all personalized items are one-of-a-kind, those returns will incur a 20% restocking fee) within 60 days of the shipping date. If an error occurs on our end, we will exchange the item free of charge, or provide a refund without any fees.

1.2 FULL COVERAGE Returns or Exchange: Our products are custom-made for you. Returns/Exchange and full refunds are available in the following situations:

The product significantly differs from its description or the preview shown.

The product is damaged due to our manufacturing process or during shipping.

You received an incorrect product.

1.3 Process for Filing a Claim: To initiate a claim, please email the following details to us:

Your order number.

Photos or videos showing the defect.

For printing errors, include detailed photographs of the error.

For sizing issues, include photos with a measuring tape or ruler for scale.

If items are missing, provide images of the received item with the detailed shipping label.

For a malfunctioning item, a clear video demonstrating the issue is required.

Our support team will review your claim. Eligible cases will result in a replacement at no extra cost or, if a replacement isn't feasible, a full refund, including shipping costs.

2. Handling Lost or Missing Orders:

If you have not received your order within 30 days, please notify us via email. We will investigate and, if the loss is due to our error, offer a replacement or full refund. We are not responsible for non-delivery due to incorrect addresses or if the package is refused or forwarded by the recipient.

3. Refund & Replacement Process

1.1 Contact Us: Email us at service@customours.com with:

Your order number

Photos of the defective/damaged item

A description of the issue

1.2 Approval & Return Instructions:

If your request is approved,  to ensure both our products and your return package, the return label is included in the package to ensure that your package reaches the correct address.

If a return is required, you must ship the item back within 7 days after approval.

1.3 Refund / Replacement Options:

Replacement: We will remake and resend your item for free.

Refund: We will refund the full amount to your original payment method.

4. Refund Timeline

Processing Time: Refunds are processed within 1-2 business days after approval.

Bank Processing Time: It may take 5-10 business days for the refund to appear in your bank or credit card statement.

If you have not received your refund within 15 business days, please contact us at service@customours.com.

5. Return Shipping Costs

If the return is due to a quality issue (e.g., defective or wrong item), we will cover the return shipping cost.

If the return is due to the customer’s personal reason (e.g., wrong size, change of mind), the customer must cover the return shipping cost.

 Note: We recommend using a trackable shipping service when returning products.

6. Order Cancellation Policy

Cancellation Within 24 Hours: You can cancel your order within 24 hours after placing it for a full refund.

After 24 Hours: If the order has entered production, we cannot cancel custom orders. 

7. Agreement to Policy

By placing an order with Customours, you acknowledge and agree to the terms outlined in this Return & Refund Policy.

Thank you for choosing Customours. We appreciate your business and are here to ensure a positive shopping experience.

For further assistance, you can contact us below:

📧 E-MAIL: service@customours.com