Shipping policy

Shipping & Tracking

Orders under 1lb will be shipped DHL Ecom Expedited. Orders over 1lb will be shipped Fedex Smartpost. Extimated delivery times is between 2-8 Business Days. When your order is fulfilled and shipped, the order will be marked fulfilled on and trigger the automated customer tracking email if you have this enabled.

Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer.

Returned by Customer - It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse, and size exchanges are to be offered at your expense and discretion. A new order, at your expense, would need to be placed for an updated size if you choose to accept or offer size exchanges to your end customers.

What happens if a package wasn't delivered to me or my customer, but the tracking states that it was? 

If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, That's Custom won't cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the chair on the porch." If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped.

What if the order is lost in the mail?

All claims must be submitted no later than 30 days after the estimated delivery date. We will cover the costs of reprinting and shipping a replacement order for you.

Before doing that, we will need you to confirm with your customer that the shipping address was correct. It would also be good to double check that your customer got in touch with their local post office to try locating the lost order.

PLEASE NOTE: If tracking information states an order was delivered but your customer says they haven't received it, we won't take the responsibility and reship that order. Any replacements would have to be at your cost.