Frequently Asked Questions
Faqs about product
1What is a digital proof?
A digital proof is a digital image of how your products will look. We will show you a image before production. You can make changes until you are satisfied.
2When can I get a digital proof ?
Normally, digital proof will be Emailed to you within one working day.
3How to confirm the digital proof?
Just reply “confirm” to the Email with proof, then we start production.
4Can I see how my products look before production？
Yes, we will Email you a digital proof within one working day of receiving your order for your confirmation, Production will be started on your Approval of the proof.
If we don't receive any comments from you on the digital proof within 7days, the production process will be started.
5Can I see my physical product before shipment?
Yes, you can make notes "Confirm physical product before shipment" when placing your order and we will Email you the physical product pictures to you before shipment. We will ship directly if we don’t receive any comments from you within 3 days.
6When could I receive my order?
Different products take different production time, Normally,we estimate a turnaround time about 2-3 weeks.
7Can I get a better price for large order?
Sure, Please contact us for more deitals
8I have several designs for one product, Can I get discount ?
Yes,you can. You could Email us for a unique discount code before making payment for your order, and we make discount accordingly.
9I need to make a change to the order that I placed.
Ok, Email us and we will Email what extra cost will happen, Different cost will happen on different products.
10Can I use other font, not the default one ?
Yes, default font is Arial,You could Email us what font you want.
11Can I cancel the order ?
Full refunds will be made if the order is not in production. The order could not be cancelled if the order in production process, because the mould and material cost occur.
12What happens if there is a mistake on my products ?
We will redo free of charge if the mistake is done by factory.
13Do you ship to PO Box ?
No,We ship to physical address only.
Faqs about order
1WHAT ARE YOUR SHIPPING RATES?
Shipping is calculated at checkout. We offer Standard Free, Priority Insured, & Express. If you would like Express shipping then please contact us at support@customaio.com
NOTE: We love to do Free Shipping events, so please look out for them :).
2WHICH COUNTRIES DO YOU SHIP TO?
We are proud to say that we ship Worldwide!
3HOW DO I ADD ITEMS TO MY CART?
To add items to your cart:
1. Navigate to the page of the item you are interested in and then choose your preferences of the item. When you click the “Add to Cart” button, you can click the "view cart and checkout" button that pops up or you can go to the shopping cart icon at the top right corner of the page.
2. Enter the quantity of the item that you would like to order using the "Quantity:" field next to the image of the item. After you have entered a quantity, you can continue shopping or choose to complete your order.
4HOW DO I PLACE MY ORDER?
1. Finish adding your items to your shopping cart.
2. Click on the shopping cart icon on the top right corner of your screen.
3. If you see all the items you want in your cart then you can continue through our checkout by clicking on the orange "CHECK OUT" button at the bottom of the page.
4. Choose to process through our regular website checkout
5. You will be transferred to our Customer Information page and will be prompted to enter your:
Email address
Name
Shipping Address
6. Continue by clicking “Continue to Shipping” button. Please make sure you have input your shipping address correctly.
7. Click on “Continue to Payment Method”.
8. Once you have completed the form, click on the "Complete Order" button. You will be brought to a screen that provides an order summary together with an on-screen order confirmation, as well as a second confirmation via e-mail.
5HOW CAN I GET EXPRESS SHIPPING?
If you require express shipping for your order, please contact us at support@customaio.com with the following information:
Product(s) Title(s)
Intended Shipping Address
We will reply with the shipping quote immediately :).
6WHY IS MY TRACKING NUMBER NOT UPDATING?
Since we are working with an overseas fulfillment center please allow 4-7 days for your tracking number to be updated in their system once your shipping confirmation email is received.
Please be assured that once your tracking number is sent to you, your order has in fact shipped. Some tracking numbers may display that your order is not found or is still in Asia even when it is well on its way to you, this is because Asia is one of the largest International postal hubs and updating their tracking systems can take time. Your order is 100% on the way.
7HOW DO I KNOW THAT MY ORDER HAS BEEN SUCCESSFULLY SUBMITTED?
You will receive an email confirmation containing the Order Number and details of your purchase. Once your order has been shipped you will receive another email confirmation, your shipping confirmation email, which will contain your tracking number and other details regarding order status in it.
8HOW CAN I MAKE A CHANGE TO THE ITEMS IN MY ORDER?
Order Edit/Change/Cancellation
- Once your order is placed and if you haven't contacted us within 8 hours then it cannot be canceled or partially canceled.
- Once your order is placed and if you haven't contacted us within 24 hours after placing it then we can’t edit, update, or adjust your address on your order.
9HOW DO I VIEW OR EDIT WHAT’S IN MY SHOPPING CART?
To view the contents of your cart, click on the Cart icon located on the top of the website page. You will then be directed to the cart page and there you can easily change the quantity you want to purchase of any item in your cart by updating the number in the quantity field. You can also delete any item in your cart by clicking the “Remove” link to the bottom of the quantity listing.
10WHEN CAN I EXPECT TO RECEIVE MY SHIPMENT?
All orders are shipped from our warehouse within 2-5 business days of the order being placed. Shipment will arrive in between 7-14 business days after the shipment date, depending on the availability of the carrier provider and location. We do apologize that shipment delay may occur if the shipment requires customs clearance or inspection, or transportation delay caused by carrier service.
11HOW CAN I TRACK MY ORDER?
A tracking number will be provided to you in your Shipping Confirmation email.
If you did not receive your Tracking number for any reason then please contact us at support@customaio.com and we will provide it to you as soon as possible.
12WHAT IS YOUR ORDER CANCELLATION POLICY?
Cancellation of order is allowed within 8 hours after placing your order. After that time, cancellation of any kind will no longer be entertained. You may contact us via support@customaio.com to request for cancellation.
13HOW CAN I CHANGE MY SHIPPING ADDRESS?
Changing of address is only allowed on or before production. You may contact us via support@customaio.com to request for the change.
14CAN I DELIVER TO ANOTHER ADDRESS, OTHER THAN MY CARD BILLING ADDRESS?
Yes, of course. Just fill out the desired shipping address you want your order shipped to at checkout.
15WHERE IS MY ORDER BEING SENT FROM?
Guangzhou, China
16IS ORDERING ONLINE SECURE?
Yes. We take the upmost care with the information that you provide us when placing an order through our online store (or through any other means). The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.
17IS MY PERSONAL INFORMATION KEPT PRIVATE?
Any information that you share with us is private and confidential. At no point will we share, rent, or sell your personal information without your consent, except as required by law.