RETURNS & REFUND POLICY
Customized products are made to order and are generally non-returnable.
Please approve your design mockup and size selection carefully before production. Once production has started, we cannot accept returns for change of mind, personal preference, or sizing choices made without following our size guide.
QUALITY ISSUES (DEFECTS / OUR ERROR) — 7 DAYS
If you receive a defective, damaged, misprinted, or incorrect item due to our production or packing error, contact us within 7 days of delivery.
Please email support@coolcustomize.com with:
- Your order number
- Clear photos and/or videos of the issue
- A short description of the problem
If we confirm the issue was caused by us, we will arrange a reprint, replacement, or another agreed solution. In these cases, you will not be asked to pay return shipping for our error.
WHAT WE DO NOT ACCEPT RETURNS FOR
- Change of mind or personal preference
- Wrong size or design selected by the customer (custom made-to-order items)
- Inaccurate customer shipping information that causes delivery failure
- Items that have been used, washed, worn, altered, or are missing original packaging/tags (when a return was otherwise discussed)
- Improper care
- Normal wear and tear
- Color or material changes caused by sun exposure or normal use
WHAT WE MAY ACCEPT (OUR ERROR ONLY)
- Wrong item sent due to our mistake (e.g., wrong size or wrong design produced/packed by us)
- Items damaged due to our packing/production fault
For any other concern, contact us as soon as possible so we can review and advise the correct next step. Do not send items back without authorization.
HOW TO REQUEST SUPPORT / A RETURN AUTHORIZATION
1. Contact us first at support@coolcustomize.com (do not ship anything back before we reply).
2. If a return is authorized, we will provide instructions and, when applicable, a return shipping label.
3. Unauthorized returns sent without prior approval will not be accepted.
Return address (only if we ask you to ship something back):
1150 South Milliken Avenue, Ontario, California 91761, United States
RETURN SHIPPING FEE
- If the issue is caused by the customer, the customer is responsible for return shipping (fees vary by carrier; often around $30).
- If the issue is caused by us (confirmed defect, damage, or incorrect item), you are not required to pay return shipping for that reason.
REFUNDS
If a refund is approved after inspection, it will be issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.
If more than 15 business days have passed since we approved a refund and you still do not see it, contact support@coolcustomize.com.
CONTACT
Email: support@coolcustomize.com
Phone: +1 (206) 643-2388
Address: 1150 South Milliken Avenue, Ontario, California 91761, United States