Refund & Exchange

More than anything we want you to be happy with your purchase!! If something doesn’t look for feel right, please email us at support@customlyusa.com and we’ll make it right! 

Also please be informed that placing an order means that you accept all the terms mentioned below.

CANCELLATION & MODIFICATION

If you change your mind about your purchase, please send us an email to support@customly.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only eligible to be cancelled and modified within 12 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled. 

Please be informed that:

• A management and transaction fee (20% of your total order value) will be applied for the cancellation.
• We cannot guarantee to deliver your order in a timely manner if your order needs design modification as it will take us much longer to modify your design during the holiday season.

NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.

REPLACEMENT & REFUND 

At this time, we do not offer Returns in any case, we can only offer replacements. If your item is defective, you don't need to return the item. We will resend you a replacement for free.

Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue full refunds unless an item you received has a major problem. This is when the item is:

• Significantly different from the description or sample shown to you;
• Damaged due to the fault of our factory or the carrier;
• Not what you ordered;

Please be noted that with other cases (not mentioned above) we only offer partial refund (excluding shipping fee)

Please allow a 20% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.

To file a claim, please send us an email to support@customlyusa.com and include the following information (this is a must):

• Order number
• Video/photo of the defective product

      If your claim is in regards to a printing error, please include photographs of the error. 

      If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.

• Full delivery address
• Contact telephone number

Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (excluding shipping costs).

INCORRECT ADDRESS

For orders shipped to the wrong address due to a customer inputting the incorrect address:

- We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items would be donated right after they come back to our warehouse)

- The customer must cover the cost of ordering replacement items 

So please be extremely careful when entering your shipping address. 

Customer service is our #1 priority and we will do whatever we can to take care of you. Thank you for considering CustomlyUSA and if you have any questions, please don't hesitate to contact us via:  support@shopcustomlyusa.com.