Help center
Answers before you make it personal.
Find clear guidance on personalization, ordering, shipping, changes, and care for your CustomGiftJoy keepsake.
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Frequently asked
Ordering & personalization
How do I personalize an item?
Choose the available personalization options on the product page and enter the requested name, date, message, or photo. Review every detail before adding the item to your cart.
Can I preview my personalization?
Products that support an on-page preview will show it before checkout. If a live preview is not available, the details you submit are used to prepare the design, so spelling and image quality should be checked carefully.
What makes a good photo for a custom gift?
Use the original, highest-resolution image available. Bright, sharp photos with the subject fully visible usually produce the clearest result. Avoid screenshots, heavy filters, or images cropped too close to the face or pet.
Can I change or cancel an order?
Contact us as soon as possible with your order number. Current orders may be eligible for cancellation or changes within 2 hours of purchase. Once production begins, changes are not guaranteed. See our Cancellation Policy.
How long does a personalized order take?
Personalized products require production time before shipping. Estimated timing shown on the product page or at checkout may vary by item, destination, carrier conditions, and seasonal volume. Tracking is sent when the order ships.
Where can I track my order?
Use the tracking link in your shipping confirmation email or visit our Track Order page. Tracking may take a short time to update after the label is created.
What if my item arrives damaged or incorrect?
Contact us promptly with your order number and clear photos of the item, packaging, and shipping label. We will review the issue under our Refund Policy.
Can personalized items be returned?
Because personalized products are made specifically for you, change-of-mind returns may not be available. Damaged, defective, or incorrect items are reviewed according to our Refund Policy.
Which payment methods are accepted?
Available secure payment options are displayed at checkout and may vary by device or location. Learn more on our Payment Methods page.
Still need a hand?
Send your order number and a clear description so our support team can review your request.
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