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 doesnโt match the website description, please email our support team atย support@customgiftjoy.comย within 14 days of delivery. Include your order number, clear photos of the issue, and (for shipping damage) a โProof of Damageโ document from your carrier (e.g., USPS, UPS).
Weโll cover all return shipping costs and offer a full refund, free exchange, or replacementโno 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 lineโbut your total delivery time (8โ20 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 isย 30 days from the date your package is marked โDeliveredโย (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
Hereโs how to start:
- Emailย support@customgiftjoy.comย with your order number, item details, reason for return/exchange, and photos (if needed).
- Weโll 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 5โ7 business days for delivery), our team will inspect it and process your refund or exchange. Return processing takes up to 30 business days, and weโll 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.
Yesโbut 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 โ โMy Ordersโ โ select your order โ โRequest Cancellation/Modification.โ Or emailย support@customgiftjoy.comย (include your order number in the subject line)โwe confirm within 12 hours.
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After 24 hours but before processing: Cancellations are only allowed if your order hasnโt 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. Youโll need to follow our return process once you receive the item.
To correct an address, emailย support@customgiftjoy.comย within 24 hours of placing your orderย (not 30 minutes) and include your order number + the correct address. Weโll do our best to update it, but we canโt 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 purchaseโthis helps avoid misdelivery!
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