Shipping policy

Shipping Policy

Shipping Overview

At iCustom, all of our products are made-to-order. We do not hold inventory or stock, which means your order is produced specifically for you after it has been placed.

We do our best to ship orders within 2–5 business days from the day your order was placed.

Production and shipping times may vary depending on the product, printing or decoration method, order quantity and destination.

Processing & Production Time

Our products are made-to-order and require production before they can be shipped.

Depending on the product and printing method, production may take approximately 2–5 business days from the time the order is placed.

Orders are normally sent to the production facility within 24 hours after the order is placed.

Once an order has entered production, changes or cancellations may no longer be possible.

If you have a specific deadline, please contact us before placing your order so we can review your requirements.

Shipping Charges

The applicable shipping fee will be included in your order confirmation.

Shipping charges may vary depending on the destination, order size, weight and shipping method available for your order.

Shipping fees are non-refundable.

If you are eligible for a refund or store credit, the original shipping fee will not be included in the refunded amount.

We also do not provide refunds for fees that may result from shipping returned merchandise.

Where We Ship

At this time, iCustom ships to locations around the world where a valid delivery address is available.

Please make sure that your shipping address is complete and accurate before submitting your order.

Address Changes

If you entered incorrect shipping information, please contact us as quickly as possible at:

sales@icustomca.com

We can try to make corrections to your order within 24 hours of the time the order was placed.

If you request an address correction after 24 hours, we may no longer be able to update the shipping information before the order enters production or shipping.

Once an order has been shipped, we cannot guarantee that the shipping address can be changed.

Order Tracking

When your order has been shipped, applicable tracking information will be provided once the shipment has been processed by the carrier.

You can use the tracking information provided to follow the progress of your shipment.

Please allow some time for tracking information to become active after the package has been handed over to the shipping carrier.

Shipping Delays

While we do our best to process and ship orders within the stated timeframe, delivery times may be affected by circumstances outside our control.

These may include:

Carrier delays
Weather conditions
Holidays
Incorrect or incomplete shipping addresses
Customs processing
International shipping delays
Other circumstances affecting the shipping carrier

We will do our best to assist with shipping-related issues and help achieve a satisfactory resolution.

International Shipping

We ship internationally to locations where a valid delivery address is available.

International orders may be subject to customs duties, taxes, import fees or other charges imposed by the destination country.

Any customs duties, taxes or import-related charges that may apply are the responsibility of the customer unless otherwise stated.

Customs processing may also affect the final delivery time.

Risk of Loss

The risk of loss and title for merchandise ordered through this website passes to the customer when the merchandise is delivered to the shipping carrier and the applicable tracking number is issued for the package.

Once the package has been transferred to the shipping carrier, delivery is subject to the carrier's terms, procedures and delivery process.

Lost or Damaged Packages

If your package appears to be lost, delayed or damaged during transit, please contact us as soon as possible at:

sales@icustomca.com

For damaged orders, we may request photographs of the package and the merchandise so that we can review the issue.

If we made an error with your order, please contact us as soon as possible so that we can determine the appropriate resolution.

Wrong or Incorrect Order

If you receive the wrong product or an incorrect item due to an error on our part, please contact Customer Service at:

sales@icustomca.com

We may request photographs of the item received for verification.

If the error was made by us, we will work with you to send the correct item.

You will not be required to return the incorrect product when the error is confirmed to be ours, unless otherwise communicated by our customer service team.