We accept all standard, secure payment options: PayPal, Visa, Mastercard, and American Express. No extra fees apply to any payment method.
If your item comes defective, damaged, or doesn’t match the website description, please email our support team at support@customgiftjoy.com within 14 days of delivery. Include your order number, clear photos of the issue, and (for shipping damage) a “Proof of Damage” document from your carrier (e.g., USPS, UPS).
We’ll cover all return shipping costs and offer a full refund, free exchange, or replacement—no extra fees for you. Our team responds within 24 business hours to guide you through next steps.
We fulfill orders from our partner centers in the U.S., Eastern Asia, and Western Europe. If your item is out of stock in the nearest U.S. center, it will ship directly from our production line—but your total delivery time (8–20 business days, as noted in our Shipping Policy) will stay the same.
All items are securely packaged by our team to protect against damage during transit, no matter the distance.
Our return window is 30 days from the date your package is marked “Delivered” (per shipping tracking). To qualify:
- Items must be unused, unwashed, and free of stains/damage
- Original tags, packaging (e.g., gift boxes), and accessories (e.g., ribbons) must be intact
Here’s how to start:
- Email support@customgiftjoy.com with your order number, item details, reason for return/exchange, and photos (if needed).
- We’ll respond within 24 business hours with a unique return address.
- Ship the item within 7 business days of approval, include your order number in the package, and share your return tracking number via email.
Once we receive your return (allow 5–7 business days for delivery), our team will inspect it and process your refund or exchange. Return processing takes up to 30 business days, and we’ll email you a confirmation once complete.
Note: Sale/discounted items are final sale for refunds but may be eligible for exchanges. Custom/personalized items (e.g., engraved jewelry) are non-returnable unless defective or mis-made.
Yes—but timing matters:
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Within 24 hours of payment confirmation: You can cancel or modify your order for free. Do this by logging into your CustomGiftJoy account → “My Orders” → select your order → “Request Cancellation/Modification.” Or email support@customgiftjoy.com (include your order number in the subject line)—we confirm within 12 hours.
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After 24 hours but before processing: Cancellations are only allowed if your order hasn’t started processing (up to 3 business days from placement) and will be eligible for a full refund.
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Once processed/shipped: We cannot cancel orders that are packed for shipping or already in transit. You’ll need to follow our return process once you receive the item.
To correct an address, email support@customgiftjoy.com within 24 hours of placing your order (not 30 minutes) and include your order number + the correct address. We’ll do our best to update it, but we can’t guarantee changes once the order enters processing (after 24 hours).
Always double-check your address (including apartment numbers, zip codes, and street spellings) before confirming your purchase—this helps avoid misdelivery!
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