Insurance

At CustomGiftJoy.com, we’re committed to providing you with a transparent and reliable shipping experience—because your satisfaction with every step of your order matters to us. Below is a detailed breakdown of our shipping processes, timelines, and policies, tailored to keep you informed every step of the way.

1. Estimated Delivery Timelines

Total delivery time includes two key phases: order processing and shipping transit. You can expect to receive your order within 8–20 business days from the date you place it (business days exclude weekends, U.S. federal holidays, and local holidays in origin/destination regions).

2. Shipping Destinations & Fees

We currently ship to the United States, Canada, Mexico, Australia, New Zealand, the United Kingdom, France, Germany, Italy, Spain, Austria, and select Nordic countries. Below are our standard shipping options and rates (all fees in USD):

Free Shipping applies automatically to all U.S. orders totaling $59 or more (before taxes, excluding promotional discounts). All transit times begin after your order ships.

3. Payment Confirmation & Order Modifications

Once your payment is authorized and verified, we’ll send a payment confirmation email to the address linked to your order—this email confirms we’ve received your order and will begin processing it.

You may modify or cancel your order within 24 hours of payment confirmation. To do so:

1. Log into your CustomGiftJoy account → Navigate to “My Orders” → Select the relevant order → Click “Request Cancellation/Modification”;
2. Or email our support team at support@customgiftjoy.com (include your order number in the subject line) — we’ll respond with confirmation within 12 hours.

After the 24-hour window, orders are locked for processing and can no longer be changed or canceled.

For details on refunds or returns, please refer to our CustomGiftJoy Returns & Refunds Policy.

4. Order Processing Time

Processing time varies slightly by product type to ensure your items are prepared carefully and accurately:

• Regular Items (non-custom, non-personalized): 1–3 business days
• Custom/Personalized Items: 3–5 business days (specific processing time will be clearly noted on the product detail page)

This process includes verifying inventory, inspecting product quality, packing your CustomGiftJoy items securely for transit, and generating tracking information.

Important Notes:

• Processing time does not include weekends, U.S. federal holidays (e.g., Thanksgiving, Christmas), or peak seasons (e.g., Black Friday, holiday shopping periods). During these times, processing may take 1–2 extra business days, and we’ll notify you via email if delays are expected.

5. Shipment Tracking

Once your CustomGiftJoy order ships, we’ll send a shipping confirmation email to your registered email address. This email includes a unique International e-Packet tracking number, which you can use to check your package’s status anytime via our dedicated CustomGiftJoy Order Tracking Page—designed to make monitoring your order simple and straightforward.

How to Track Your CustomGiftJoy Order:

1. Visit our CustomGiftJoy Order Tracking Page
2. Enter your CustomGiftJoy Order Number and unique Tracking Number (both provided in your shipping confirmation email)
3. Click “Track My Order” to view real-time updates on your package’s location, transit status, and estimated delivery date

Note: Tracking information may take 1–2 business days to populate in our system after your order ships—if updates aren’t immediately visible, please check back soon, or reach out to our support team for help.

You can also access the tracking page directly by logging into your CustomGiftJoy.com account, navigating to “My Orders,” and selecting “Track Order” next to your relevant purchase.

6. Missing or Delayed Deliveries

If you haven’t received your CustomGiftJoy package by the end of the estimated delivery window, please first:

1. Use our CustomGiftJoy Order Tracking Page to check for updates (delays, hold-ups, or delivery attempts are often reflected here).
2. Verify the shipping address on your order—ensure it includes all details (e.g., apartment number, zip code) to avoid misdelivery (we’ll also confirm your address in your order confirmation email for reference).

If tracking shows no movement or your package is overdue, contact our CustomGiftJoy customer support team right away—we’ll work to resolve the issue quickly.

7. Shipping Delays & Compensation

Delivery timelines are estimates, not guarantees. Unexpected delays may occur due to:

• Invalid or incomplete shipping addresses
• Customs clearance hold-ups (common for international orders—we’ll provide guidance on customs requirements if needed)
• Severe weather, carrier disruptions, or peak shipping seasons

International Delay Note:

For non-U.S. destinations, transit times may extend up to 60 business days in rare cases (e.g., prolonged customs inspections or regional shipping disruptions). We’ll keep you updated via email if we anticipate a significant delay for your international CustomGiftJoy order.

Compensation for Late Deliveries (U.S. Orders Only):

If your CustomGiftJoy package does not arrive within the estimated timeline stated above, we want to make it right. We offer the following compensation options:

• $5–$10 CustomGiftJoy Store Credit (usable on any future purchase, no expiration date)
• OR a 10–15% CustomGiftJoy Discount Coupon for your next order

To claim compensation:

1. Submit a support request through your CustomGiftJoy account or via email at support@customgiftjoy.com within 2 months of your shipment date (overdue requests cannot be honored, as this helps us resolve issues efficiently).
2. Our CustomGiftJoy support team will respond to your request within 24 business hours to confirm eligibility and share your compensation details.

Need More Help?

If you have questions about shipping, tracking, or your CustomGiftJoy order status, reach out to our dedicated customer support team at support@customgiftjoy.com or via the “Contact Us” form on CustomGiftJoy.com. We’re here to ensure your shopping experience with us is smooth, from order to delivery.

At CustomGiftJoy.com, we want you to feel confident in every purchase. Our refund and return policy is designed to be transparent, fair, and easy to follow—ensuring a smooth resolution if you need to adjust your order. Below is a clear breakdown of our guidelines, tailored to meet U.S. consumer expectations.

1. How to Start a Request

If you encounter issues with your order (e.g., shipping delays, product defects, or incorrect items), please reach out to our support team first:

• Contact Us: Email support@customgiftjoy.com
• Required Information: Include your order number, item code(s), a detailed explanation of the issue, and clear photographs (if applicable—e.g., for damaged or mis-shipped items).

Our team will respond within 24 business hours to guide you through the next steps.

2. Eligibility for Returns & Exchanges

All regular-priced items are covered by a 30-day warranty from the date your order is delivered (delivery date is defined as the date marked "Delivered" in your shipping tracking history). To qualify for a return or exchange:

• The item must be unused, unwashed, and free of stains, odors, or damage
• All original tags, packaging (e.g., gift boxes, plastic sleeves), and accessories (e.g., ribbons, care cards) must be intact
• You must initiate the request within 30 days of delivery

Exceptions for Specific Issues:

• Incorrect, Mis-Shipped, or Ill-Fitting Items: If the product doesn’t match our website description or doesn’t fit (and you ordered the size matching our Size Guide), you may request a return or exchange within 14 days of delivery.
• Defective or Damaged Items: If your item arrives defective or damaged, you’re eligible for a full refund, exchange, or replacement—no extra cost to you. See Section 6 for details.

3. Simple Return & Exchange Process

1. Request Approval: Email support@customgiftjoy.com with your order number, item details, reason for the request, and photos (if needed). We’ll respond within 24 hours with a unique return address.
2. Ship Your Item: Send the item to the approved return address within 7 business days of receiving approval. Include your order number in the package, and email us your return tracking number once shipped.
3. Get Your Resolution: Once we receive your return (allow 5–7 business days for delivery), our quality team will inspect the item. We’ll then process your refund or ship your exchanged item.

Note: Return processing may take up to 30 business days from the date we receive your package. We’ll email you a confirmation once complete.

4. Order Cancellations

We aim to process orders quickly, but you may cancel if you act promptly:

Unpaid Orders

If you haven’t paid for your order, you can cancel it yourself via your CustomGiftJoy account. For assistance, email support@customgiftjoy.com with your order number.

Paid Orders

• Free Modifications/Cancellations: Within 24 hours of payment confirmation (see our Shipping Policy for details)
• Cancellations After 24 Hours: Permitted only if your order hasn’t entered processing (up to 3 business days from order placement) for a full refund
• No Cancellations After Processing: Once your order has been processed (packaged for shipping) or shipped, we cannot cancel it. You may instead follow our return process once you receive the item.

5. Refund Details

How Refunds Work

• Refund Method: Issued to your original payment method (e.g., credit card, PayPal) within 7–10 business days of our receiving and inspecting your return
• Total Time to Account: Most banks take an additional 1–3 business days to process the refund—total time from return receipt to refund in your account is typically 8–13 business days
• Refund Receipt: We’ll email a confirmation to the address used for your purchase

Exceptions

• Discounted Items: Sale or discounted items are final and cannot be refunded (may be eligible for exchange)
• Unauthorized Returns: Items sent back without prior approval will be considered non-refundable

6. Defective, Damaged, or Mis-Shipped Items

If we shipped you a defective, damaged, or incorrect item:

• Proof of Damage: For shipping-related damage, obtain a "Proof of Damage" document from your delivery carrier (e.g., USPS, UPS) and include it with your return
• Our Responsibility: We cover all return shipping costs, and you’ll receive a full refund or free exchange—no extra fees

7. Shipping Costs for Returns

To get a prepaid return label (if we’re covering costs), email our support team after your request is approved.

8. International Return Notes

For orders outside the U.S.:

• Return shipping may take 2–4 weeks to reach our facility
• Use a trackable shipping service (e.g., USPS International) to avoid lost packages—we’re not responsible for return packages lost in transit
• Processing times remain the same (up to 30 business days from receipt)

9. Non-Returnable Items

The following items are non-returnable and non-exchangeable:

• Custom or personalized items (e.g., engraved jewelry, monogrammed gifts) — unless defective or mis-made
• Perishable items or personal care products (e.g., candles with broken safety seals)

10. Late or Missing Refunds

If you don’t see your refund:

1. Check your bank or PayPal balance (transactions can be delayed by 1–2 days)
2. Contact your bank/card issuer (they may take 7–10 business days to process the refund)
3. Email support@customgiftjoy.com with your order number and refund confirmation details if you’ve waited beyond 13 business days

11. No Hidden Fees

We never charge restocking or relisting fees for returns or exchanges. All costs are clearly outlined above.