faq

Payment And Design

How do I place my order?

Simply select your style on the product page, then click the "Add To Cart" button and follow the simple steps to complete your order. We'll prepare your order and notify you when it's on its way!

Please double-check your customizations at all times.

Can you offer customization for your products?

Yes, we can customize this product as per your requirement.Please place the order first and notify us with your order number and the change within 12 hours. We will process it for you.

What type of payments do you accept?

We accept Visa, Mastercard as well as Paypal.

How secure is my personal information?

We adhere to the highest industry standards to protect your personal information when you checkout and purchase.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

How secure is my card information?

When you checkout and make a purchase, we follow the highest industry standards to protect your personal information.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for payment processing. Your credit card information is only used to complete the requested transaction and is not saved.

When will my card be changed?

Just after your order has been successfully placed.

Order Processing

What should I do if I had forgotten to enter my discount code?

If you had forgotten to apply a discount code that was offered to you, you can contact our Support team at support@customizeaf.com. Our team will respond to you promptly!

Why has my discount code not been applied?

Some offers expire after a fleeting period so make sure the code is still valid by the time you order. If all is correct but it still doesn't work, you can contact our Support team at support@customizeaf.com. Our team will respond to you promptly!

Can I use multiple discount codes on a single order?

Discount codes don't stack. If you already use the 10% discount, you will not be able to use another coupon at the same time. Only one discount at a time can apply to a single order.

Why have I not received an order confirmation?

If an order was placed and processed successfully, you should have received an automated order confirmation via email. Please make sure that you filled in the correct email address or check your Spam/Junk mailbox again if you do not see any email in your inbox.

If you checked your Spam/Junk mailbox and still did not receive the confirmation email, we recommend you to support@customizeaf.com so we may investigate this for you.

Where do you ship from?

Customizeaf products are manufactured and shipped out from different fulfillment centers in the US, Viet Nam, Canada, and the UK.

Modify / Cancel Order

How can I cancel/modify my order?

You will have within 12 hours after placing an order to cancel or modify your order.

After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/canceled.

Please send us an email to support@customizeaf.com. We’ll confirm once the modification or cancellation has been made.

I would like to change my billing address

The billing address cannot be changed once the order is put in. Please rest assured that as long as the shipping address is correct, the order will be delivered to you.

Delivery & Shipping

Do you offer expedited shipping?

We only offer standard shipping service at the moment which should be aligned with our shipping policy. Please find more about our shipping info here

How long will it take to ship my order?

Depending on the types of products, the processing time may vary. For more details, please check it here

My tracking number isn't working

Tracking numbers can take 2-5 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.

How do I track my shipping status?

You can track your order shipping status Here.

You can either track your order information with your email + the full name under the order or the tracking number of the order. Please note that tracking information will only show up once the order is shipped out. If it hadn't been shipped yet, the page will likely be blank. But no worries, your order will be on its way soon! If no new updates are shown after a while, you are encouraged to contact our Support team by hitting the Help button at the bottom right corner or via email at support@customizeaf.com.

According to the tracking status, my package has been “ On Its Way to USPS”/ stuck in one place/in transit for days without any further updates. Is it lost?

At this time of the year, tracking links will take longer than usual to update. This doesn’t mean that your order is lost, but that it’s still being processed by USPS — the overload of shipments means they are slower to register and ship your orders. Please allow them some more time to deliver your package.

The tracking status states that my package has been “DELIVERED” but I can’t find it.

Please check with other members of your family and neighbors to see if one of them could have received it and put it in your house.

You may also contact your local Post Office, put them on notice and let them know that your package was never delivered providing them with the tracking number.  

This has to be done by you at the delivery address and they will start a Postal Investigation as Postal theft is a Federal Crime and they do investigate your claim.

Problem With Order

I received wrong items, damaged packages

We are really thankful if you could provide us with some well-focused photos of the product you have received. It would be great if you could send us the shipping label in case you still keep it.

How do I return an order?

All items at Customizeaf are made after customers place orders so we cannot accept returns when the customers suddenly have a change of mind upon receipt. Customizeaf, however, does stand behind our products and will offer reprints if the products are indeed defective, wrong, or damaged. You only need to lodge a ticket with well-focused photos of the product(s) and we will review the claim immediately.

I received the items that are not as described.

Preview images may slightly differ from the real products due to the file rendering process and the light of your monitor's display, thus, we sincerely ask for your understanding in case of minimal difference. Meanwhile, if you think the difference is unacceptable, please don't hesitate to Contact Us, and bring your concerns to our attention. And please don't forget to submit a photo of the product(s) as well.

When will I receive my replacement?

If a replacement is confirmed by our agents to be in the making, please rest assured that the production time should be the same as the original item. If it's been a while and you still haven't received the reprint, kindly Contact us here.

Refund and Exchange

Is it possible to receive a refund in case I'm not entirely content with my purchase or no longer wish to keep it?

If your concerns are related to the quality of our products, we offer refunds within 30 days from the invoice date.

How long does it take for me to receive my refund credit to my original payment method?

It takes approximately 5-7 business days to process the credit refund to your original payment method after it has been received and after an inspection period of up to 3 days from the date of receipt by CUSTOMIZEAF

What are the exceptions that might prevent me from getting a full refund?
  • If your request for a refund is after 30 days of delivery tracking
  • The problems are caused by giving the wrong shipping address, putting the wrong custom information such as custom name, hair color, or the size you ordered is not fitted.
  • Orders that match the exact information and items as originally placed.
How should I prepare my shipment for return?

There's no need to return the items to us, as we value your time and resources. Simply provide us with detailed information and photos of the received items so that we can address your concerns effectively.

Can I exchange the item(s) I purchased?

All CUSTOMIZEAF products are custom-printed. If you wish to exchange an item for a different size or design, kindly assist us in covering the resend fee. The specific resend fee depends on the product(s) you have purchased.