Custom Order Policy
What is a Custom Order?
A custom order is a personalized creation tailored to your specific requirements, including unique designs, materials, colors, text, or other special specifications not available in our standard product offerings.
Order Process
- Request Submission: Complete the custom order form with your vision and requirements
- Quote: We provide a detailed estimate based on complexity, materials, and timeline
- Agreement: Accept the quote and provide 50% deposit to proceed
- Design Phase: Mockups and design samples are created for your approval
- Approval: You review and approve the design before production begins
- Production: Item is created according to approved specifications
- Final Payment: Remaining 50% due before delivery/shipping
- Delivery: Item is delivered per agreed fulfillment method
Payment Terms
- 50% non-refundable deposit required to start design process
- Remaining 50% due before item ships or is available for pickup
- All payments must be received before production begins
- Payment plans may be available for orders over $500 – contact us
Timeline & Deadlines
Timeline varies based on complexity and customization. Standard timelines:
- Design & Approval: 3-7 business days
- Production: 5-15 business days after design approval
- Total: 2-3 weeks for typical orders
- Rush processing available at additional cost
Your deadline must be provided at order submission. We will confirm if your timeline is feasible.
Design & Revisions
- Initial mockup provided for your review
- Up to 2 rounds of revisions included in the quote
- Additional revisions charged at $25-$50 per revision
- Major design changes may incur additional fees
- Design must be approved in writing before production begins
Design Approval
Once you approve the design, we proceed with production. You are responsible for reviewing the mockup carefully. Changes requested after approval may incur additional costs and delay your order. By approving the design, you confirm that all text, colors, and specifications are correct.
Cancellations & Changes
- Before Design: Refund of deposit minus 15% processing fee
- During Design Phase: Non-refundable deposit (design work has been completed)
- After Design Approval: Non-refundable; production has commenced
- After Production: No refund; item is custom-made to specification
- Minor changes requested during production subject to additional fees
Quality Guarantee
We guarantee that finished items match the approved design and are free of defects. If the finished product does not match the approved design, we will remake the item at no cost. If you are unsatisfied with quality, we will work with you to resolve the issue.
Material & Color Variations
Custom orders may use specialty materials or unique sources. Minor color variations, slight texture differences, and natural material variation are normal and not considered defects. We will do our best to match specifications, but some variation may occur.
Intellectual Property
Designs created for your custom order are owned by you upon full payment. We reserve the right to use photos of finished items for marketing purposes unless you opt out. See our Photo Usage Policy for details.
Rush Orders
Rush custom orders (expedited timelines) are available at additional cost. Rush processing cannot be guaranteed and depends on our current workload. Contact us to discuss availability and pricing.