Refund policy

At Best Custom Gifts, every item is made to order and many products are personalized based on the details submitted by the customer. Because of this, we do not accept general returns or exchanges for change of mind, personal preference, incorrect size selection, or customer-provided mistakes.

However, if your order arrives defective, damaged, misprinted, incorrect, or is lost in transit, we will make it right by offering a free replacement or a refund where eligible under this policy.

Policy Summary

  • Return window: Eligible refund, replacement, or approved return requests must be submitted within 30 days of delivery.
  • Return method: If a physical return is required for an approved request, the item must be returned by mail using the return address and instructions provided by our support team.
  • Return shipping fee: Best Custom Gifts will cover the approved return shipping cost when a return is required because the item arrived damaged, defective, misprinted, incorrect, or materially different from the approved order.
  • Restocking fee: No restocking fee is charged for approved returns.
  • Orders may be canceled or modified within 2 hours of purchase only.
  • Because our products are personalized and made to order, we do not accept returns, refunds, or exchanges for change of mind, incorrect size or color selection, incorrect personalization details, or other customer-provided mistakes.
  • Refunds, replacements, or approved returns may be available for damaged, defective, misprinted, incorrect, materially different, missing items, or orders confirmed lost in transit.
  • Clear photos, videos, packaging images, or other supporting evidence may be required to review a claim.
  • Please contact support@bestcustomgifts.com before returning any item. If a return is approved and required, the appropriate return address and instructions will be provided by email.
  • Approved refunds are processed within 1-3 business days after approval.
  • Your bank or payment provider may take an additional 5-10 business days to post the refund to your account.

30-Day Refund or Replacement Eligibility

You may be eligible for a free replacement or refund if you contact us within 30 days of delivery and your order meets one or more of the following conditions:

  • The item arrived damaged or defective.
  • The item has a manufacturing defect.
  • The printed design is incorrect due to our production error.
  • The item is significantly different from the approved preview or product description.
  • You received the wrong product, size, color, or variant due to our error.
  • Your order is missing one or more items.
  • The package is confirmed lost in transit by the carrier.

Claims submitted after 30 days from the delivery date may not be eligible for a refund, replacement, or other resolution.

Personalized and Made-to-Order Products

Most products sold on Best Custom Gifts are custom-made or personalized after an order is placed. This may include items customized with names, photos, dates, messages, artwork, design options, or other personal details.

Because these products are created specifically for each customer, we cannot restock or resell them. For this reason, returns and exchanges are not accepted unless the item is defective, damaged, incorrect, misprinted, or otherwise eligible under this policy.

Non-Returnable and Non-Refundable Situations

We are unable to offer a refund, replacement, return, or exchange in the following situations:

  • You changed your mind after placing the order.
  • You no longer want the item.
  • You ordered the wrong size, color, product, design, or variant.
  • You entered incorrect personalization details, such as name, date, message, spelling, photo, or custom text.
  • You provided an incorrect, incomplete, or undeliverable shipping address.
  • The item was damaged due to improper use, washing, care, storage, or handling by the customer.
  • The item has been worn, washed, altered, used, or damaged after delivery.
  • The claim is submitted more than 30 days after delivery.
  • The product matches the order details submitted at checkout.
  • The issue is related to slight color, placement, or size variations caused by screen display differences, lighting, or normal production tolerance.

Order Cancellation and Modification

Orders may be canceled or modified within 2 hours of purchase only.

If you need to cancel your order, update your shipping address, correct personalization details, or change the product size, color, or variant, please contact us as soon as possible within the 2-hour window.

After the 2-hour window has passed, your order may already be sent to design preparation, printing, production, or fulfillment. Once this happens, we are unable to cancel or modify the order.

Please review all order details carefully before completing your purchase, especially personalization information, size, color, product variant, shipping address, and contact email.

How to Request a Refund or Replacement

To request a refund or replacement, please contact our customer support team at:

Email: support@bestcustomgifts.com

Please include the following information in your email:

  • Your order number.
  • The email address used to place the order.
  • A clear description of the issue.
  • Clear photos showing the damaged, defective, misprinted, or incorrect item.
  • Photos of the package, shipping label, and packing slip if the issue involves missing items, wrong items, or delivery damage.

Recommended email subject:

[Refund/Replacement Request] Order #YourOrderNumber

Missing information or unclear photos may delay our review.

Photo Proof Requirements

To help us review your case fairly and quickly, we may require photo evidence before approving a refund or replacement.

Photos should clearly show:

  • The full product received.
  • The specific defect, damage, misprint, or incorrect detail.
  • The shipping label or package if the issue is related to delivery or missing items.
  • The difference between what was ordered and what was received, if applicable.

Please do not discard the item or packaging until your case has been reviewed.

Do I Need to Return the Item?

In most eligible cases, you do not need to return the item. We may resolve the issue using photos and order information.

In rare cases, we may ask you to return the item for inspection before a refund or replacement is approved. If a return is required due to our error, we will provide return instructions.

Please do not send any item back without contacting us first. Unauthorized returns may not be accepted or refunded.

Refunds

If your refund request is approved, the refund will be issued to your original payment method.

Approved refunds will be processed within 1-3 business days after approval.

After we process the refund, your bank, card issuer, or payment provider may take an additional 5-10 business days to post the funds to your account. Processing times may vary depending on your financial institution.

If you have not received your refund after the expected processing period, please contact your bank or card issuer first. If they cannot locate the refund, please contact us and we will assist you.

Replacements

If your replacement request is approved, we will produce and ship a corrected replacement item at no additional cost to you.

Replacement items are generally produced using the same personalization details, product option, and shipping address from the original order unless otherwise approved by our support team.

Once the replacement ships, tracking information will be provided when available.

Lost or Missing Orders

If your package appears to be lost in transit, please contact us with your order number and tracking information.

If the carrier confirms that the package was lost, we may offer a replacement or refund depending on the case.

If tracking shows that the package was delivered to the shipping address provided at checkout, but you cannot locate it, please check with household members, neighbors, your local post office, or the carrier first. We may request additional information before reviewing the case.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

We are not responsible for orders that are delayed, lost, returned, or delivered incorrectly because of an incorrect or incomplete address provided by the customer.

If you notice an address mistake, please contact us within 2 hours of placing your order. After this period, we may not be able to update the shipping address.

Returned to Sender or Refused Packages

If a package is returned to sender because of an incorrect address, incomplete address, failed delivery attempt, refusal, or failure to collect the package, please contact us for assistance.

Reshipping may require an additional shipping fee unless the return was caused by our error.

Refunds may not be available for returned-to-sender packages caused by customer-provided address errors or refusal of delivery.

Exchanges

Because our products are made to order, we do not offer exchanges for size, color, design, or product changes after production has started.

We only provide a replacement or refund if the item is defective, damaged, incorrect, misprinted, missing, or otherwise eligible under this policy.

Chargebacks and Payment Disputes

If you believe there is an issue with your order or payment, please contact us first so we can review and resolve the matter.

Opening a payment dispute or chargeback before contacting us may delay the resolution process. We reserve the right to provide order records, tracking information, customer communications, production details, and policy information to the payment provider when responding to disputes.

Important Notes

  • Refunds and replacements are reviewed case by case.
  • Submitting a request does not guarantee approval.
  • We may request additional information before making a final decision.
  • We reserve the right to refuse claims that are fraudulent, abusive, unsupported, or inconsistent with this policy.
  • This policy does not limit any rights you may have under applicable consumer protection laws.

Need Help?

If you have any questions about our Refund & Return Policy or need help with an order issue, please contact us:

Email: support@bestcustomgifts.com

Please include your order number and photos when applicable so we can assist you faster.

Thank you for shopping with Best Custom Gifts.