Refund policy
Refunds / Returns
Our policy lasts 30 days for exchange only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Made-to-Order Products
We offer two types of made-to-order products: dye-sublimation print and standard print. Each print requires different treatment, so the length of production time may range from 2 to 5 business days from the time the order was placed.
All of our products are made-to-order, and we do not hold inventory or stock.
Our Happiness Guarantee
If you are unhappy with the items that you have received, please contact customer service FIRST by sending an email to sales@icustomca.com.
Address:
1040 Stoneridge Mall Rd
Pleasanton, CA 94588
United States
Merchandise returned to the manufacturer without contacting customer service will not be processed correctly.
Returns
It is very important that you read the description of each item before you place your order. A sizing guide is available so you can choose your correct size. It is also equally important that you provide us with the correct information before you finalize your order.
At this time, we do not accept returns for any reason because, as mentioned earlier, we do not hold inventory or stock and all items are made-to-order.
If you wish to make a correction to your order, please contact customer service within 24 hours from the time you submitted your order. We normally send your order immediately to the production facility, but if you contact us within the indicated timeframe, we will do our best to make your requested changes.
If we sent you the wrong order, kindly let us know as soon as possible so that we can send you the correct item. In the instance of our error, you do not have to return the item. You can keep it.
Refunds (If Applicable)
The order's shipping fee will not be included in refunds.
We also do not offer free return shipping, nor do we provide refunds for any fees that may have resulted from shipping the returned items.
For your security, refunds will only be transferred back to the original mode of payment you used when placing your order.
For situations that may require refunds to be transferred to another account, we would be happy to provide the refund as a voucher instead.
Cancellations
Please place your order carefully.
You must contact us via email as quickly as possible if you wish to cancel your order. Our support staff will try to intercept the order before it goes into production. Once it reaches the production floor, there is no way to cancel the order.
Please contact us at:
Shipping
We do our best to ship your order within 2–5 business days from the day your order was placed.
The shipping fee will be included in your order confirmation. The shipping fee is non-refundable and will be deducted from the cost of refunded store credits, if you are eligible to receive such credits.
Shipping and Delivery
At this time, we ship to any location on the planet with an address.
The risk of loss and title for all merchandise ordered on this website passes to you when the merchandise is delivered to the shipping carrier and the appropriate tracking number is issued for the package.
Our staff will do our best to help resolve any issues and achieve total customer satisfaction.
Return / Exchange FAQ
I got the wrong shirt. How can I get my correct order?
Please contact Customer Service at sales@icustomca.com.
We will ask you to take a picture of what you have received for verification purposes. If we made a mistake, we will go ahead and send you your correct order.
You do not have to send the wrong product back to us.
I received a defective or damaged product. What do I do?
Please contact Customer Service at sales@icustomca.com.
We will ask you to take a picture of what you have received for verification purposes. If we made a mistake, we will go ahead and send you your correct order.
You do not have to send the wrong product back to us.
You will be given store credits equivalent to half the amount you paid if we made a mistake and you declined our offer to send you the correct item.
I entered the wrong address information. Can I still correct it?
We can try to make corrections to your order within 24 hours of the time that your order was placed.
If you request the corrections after 24 hours, we will no longer be able to update it on our end.
I just made an order but changed my mind. Can I cancel it?
Please order carefully.
You should contact us within 24 hours of placing your order. We will do our best to cancel your order if possible.
Please contact Customer Service at sales@icustomca.com.
I made an order 3 days ago and it hasn't been shipped yet. I'd like to cancel it.
All our shirts are made-to-order. Orders are sent to production within 24 hours from the time your order is placed.
Once an order has entered production, it cannot be cancelled.
To Return Your Items
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Contact Customer Support at sales@icustomca.com to obtain an RMA (Return Merchandise Authorization) number. Please indicate if you want a replacement or a refund.
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Write the RMA number in a conspicuous place on the outside of the return parcel.
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Send the package to:
iCustom - Returns
1040 Stoneridge Mall Rd
Pleasanton, CA 94588
United States
Important: Please contact customer service before sending any merchandise to the return address. Merchandise returned without contacting customer service and obtaining an RMA may not be processed correctly.
Customer Service: sales@icustomca.com