Custom Order Terms and Conditions

Before approving an order and proof, review all order details, including the artwork, spelling, names and numbers, placement, decoration colors, products, sizes, quantities, shipping address, pricing, and delivery information.

Proof approval authorizes us to purchase materials and begin production. Approved custom products are final sale. They cannot be returned or exchanged for reasons unrelated to a defect or fulfillment error, including a change of mind, event cancellation, fit concerns, size selection, color preference, or any other detail shown in the approved proof or order confirmation.

This final-sale restriction does not apply if an item is materially defective, damaged, incorrect, or materially different from the approved proof.

Contact us immediately to request a change or cancellation. We may be unable to accept requests submitted after proof approval, and you remain responsible for reasonable costs already incurred. If materials have been purchased or production has begun, the order cannot be canceled except as required by law.

If we approve a cancellation, we may deduct reasonable, disclosed costs already incurred from any refund. Customer-requested changes may affect pricing and the delivery schedule.

Production begins after we receive payment, all required order information, proof approval, and confirmation of product availability. Production time, shipment date, and delivery date are separate milestones.

Delivery dates, carrier tracking estimates, event dates, and customer-requested need-by dates are estimates unless a written quote or order confirmation expressly identifies a date as a Guaranteed Delivery Date. Rush production and expedited shipping shorten expected production or transit times but do not guarantee arrival by a particular date unless expressly stated in writing.

If we learn that we cannot ship by a promised shipment date, we will notify you, provide a revised shipment date, and, as required by applicable law, give you the option to accept the delay or cancel the unshipped order for a prompt refund. If a written Guaranteed Delivery Date is missed, we will refund the related rush-production or expedited-shipping fee. Any additional remedy will be provided as stated in the order confirmation or required by applicable law.

After we transfer an order to the carrier by the applicable shipment date, delivery may be delayed by severe weather, natural disasters, carrier or transportation-network interruptions, labor disruptions, government actions, customs processing, delivery restrictions, or other circumstances beyond our reasonable control.

Carrier delays beyond an estimated delivery date do not, by themselves, make a custom order that otherwise conforms to the approved proof eligible for cancellation, return, or refund. We will provide tracking information and reasonable assistance with a carrier trace or claim. This provision does not limit a written delivery guarantee or any rights available under applicable law.

You are responsible for providing a complete and accurate shipping address and ensuring the delivery location can receive the package. Address corrections, customer-requested redirects, refused packages, recipient unavailability, or lack of delivery access may cause delays and additional carrier charges.

If an order is lost in transit, arrives damaged, contains incorrect items, or is materially different from the approved proof, contact us promptly. For visible damage, shortages, defects, or incorrect items, please notify us within 15 days after delivery and keep the products, packaging, and shipping label while we review the claim.

After reviewing the claim, we will provide a reprint, replacement, refund, or another mutually agreed resolution, as appropriate. More details are available in our Return Policy.

Please contact us promptly regarding any billing, delivery, or product issue so we can investigate and seek to resolve it.

If a chargeback or other payment dispute is filed, we may submit relevant transaction records to the card issuer or payment processor, including the approved proof, order and production records, customer communications, tracking information, and delivery confirmation. We may contest a dispute when our records show that the order was fulfilled as agreed.

Nothing in these Terms waives or limits any credit card dispute right or consumer protection that cannot be waived under applicable law.

For questions about these Terms or an existing order, email info@custominkandthread.com or call or text 747-333-7919.