If the products you or your customer received are damaged or defective products and you decide to refund your customer, please provide us with supporting materials (records of your customer complaints, clear photos/ videos of the damaged products or defective products, etc) within 7 days. We will partial or full refund or reship based on the number of damaged or defective products.
If, in very rare cases, the products you or your customer received are not the same as the products you have ordered, like the color (model, size, specification, etc) was wrong, please provide us with clear photos/ videos of the products and shipping labels within 7 days. We will verify it according to your description. If they are confirmed wrong products, we will reship for free or refund as per your request.
When the product package is lost or severely delayed during the delivery process, according to the tracking information you inquired about on the third-party website, if it shows that the update has stopped for more than 30 days, we will file a claim for compensation from the carriers and give you a full refund.
If the order tracking number you have obtained is invalid and any shipping status of the relevant product cannot be inquired about, please contact us in time to get the correct tracking information from the carrier. If finally the package is confirmed lost or seriously delayed, it will be handled as above.
If you or your customers encounter the above situation or other problems, please apply for a refund, or contact us directly. All refunds will be returned to your CustomizingBox balance.
Can I cancel order?
Yes. After payment is completed , your order is generally processed within several hours. If you need to cancel or make any change, please contact us ASAP.
Pls note that once your order reaches the manufacturing phase, you can neither modify the design nor cancel the order; once your order is shipped out, the shipping info can not be changed.
If you insist to cancel a processing order, you might be charged product fee to cover product material cost.
If the order has been dispatched, the cost will be the whole amount of the order.
What if my customers ask for refund or return the products?
We accept refund or return under any of the conditions below:
The product is lost and the delivery status on 17track is not "delivered";
The product is broken or damaged before we send it out;
We don't resend or refund when:
The parcel is not delivered due to the wrong address or phone number given in the orders;
The parcel is not delivered due to the local post office fails to contact the recipient.
How to get refund?
Please click Apply for Refund button in the CustomizingBox Orders section, then choose the reason and input the refund amount, we will review it, if it is CustomizingBox's responsibility, we will refund your corresponding payment to your balance of CustomizingBox account.
PLEASE ATTENTION:
All products are made to orders, and personalized products can not be returned due to their customized elements unless there is an issue with the products quality. In this case, please return it to us and we will either replace the product or give you a refund - Our products are all hand-made according to the order, so minor defects are unavoidable, please understand.
