How can we help you?

Please keep in mind while buying from Customee that orders often take 3-6 business days to process, especially gift orders.

Depending on the type of product and the country of destination, it may take longer for your order to leave our warehouse and reach the local delivery service. It may take from 7-20 business days. For further information, please visit this page.

Production and delivery timelines can be delayed by up to 5 business days beyond the usual timeline due to the global impact of COVID-19 and seasonal demand. We sincerely apologize for the inconvenience and value your patience during this time.

You'll receive an email from us with the tracking information and carrier tracking website as soon as we've shipped out your order. Using this page, you may also track your order: https://customee.com/pages/order-tracking

You can immediately check the status of your order by going to this website: https://customee.com/pages/order-tracking (A tracking or order number is necessary. The order confirmation or shipping confirmation emails may contain them.)

If you experience any tracking problems, please see our Shipment & Delivery FAQs below or get in touch with us via our contact page: https://customee.com/pages/contact, we are happy to assist.

After receiving the tracking number/ID, you should start seeing tracking events between 48 and 96 hours later. This delay occurs because, in most circumstances, the first tracking events don't appear until after the shipment has been delivered to the nearby location.

The next information may appear more slowly for some carriers. (May apply to orders for t-shirts, posters, canvases, or mugs)

It is typical for tracking information for your package to have been out of date for a few days. After that, the most recent updates will typically show up.

This may be caused by weather-related mishaps, delays in customs clearance, or carrier backlogs, among other things. Some carriers require more time before the initial tracking information becomes visible. (Might apply for t-shirts, posters, canvas or mugs orders or shipments sent to Canada)

If you just placed your order, tracking information will be displayed after your order starts being shipped.

• P/s: Please be aware that the busy season can alter shipping times due to the high volume of packages.
• P/s/s: In this time of crisis, we will do our utmost to avoid needless delays and mail the package as soon as we can. We sincerely hope you can empathize and wait with us.

Our warehouses are located in different locations in the US, UK, China, and Canada. Also, in order for them to reach you more quickly, our inventory is dispersed among several fulfillment facilities. This implies that orders with several goods may be dispatched separately.

You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way.

You can check the remaining item(s) status here: https://customee.com/pages/order-tracking

Please don't be alarmed if you received the delivery notification but the package is not in your mailbox, apartment office, or on the porch or doorstep; there are a few options and things you can do.

• It could be delivered to the PO Box if you have one. Please stop by the post office to collect your package.
• Your neighbors and housemates might have received it in error. You might want to reach out to them.
• Some carriers' delivery vans have GPS that sometimes automatically updates a shipment as "Delivered" prematurely. Please wait 2-3 business days because the package was most likely marked as delivered accidentally, and will arrive the following days.

The weight of the package and your location are taken into account when automatically calculating shipping costs on the checkout page.

P/s: We guarantee no extra fee for delivery. If under unfortunate circumstances your order was applied with taxes, we will surely help you cover it.

Express delivery is not available yet at Customee. We apologize for the inconvenience.

Currently, only a few products are eligible for our fast shipping method (7-10 business days after processing), but we're working hard to increase the alternatives.

Customee products are manufactured and shipped out from different fulfillment centers in the US, China, Canada, and the UK.

We provide worldwide shipping services to more than 200 nations and islands. We are unable to send to some countries, including Pakistan, Ecuador, Isle of Man, Costa Rica, Cyprus, Martinique, Cayman Islands, Serbia, Guernsey, Lebanon, Jersey, and Dominican Republic.

If your country is listed above, we apologize.

Your package may be returned for one of two typical reasons:

• Your shipping address is incorrect/insufficient 
• Or you are not able to collect your package when the post office attempts to deliver.

In the event the parcel is returned to us due to incorrect/incomplete shipping details, small reshipping fees will be applicable.

In other instances, if you weren't able to pick up your parcel when it was ready for delivery, the local post office might hold it there for a while until you could pick it up before returning it to the sender. We are prepared to send you a replacement if you are unable to pick up your package in time.

We apologize that there will not be anything extra we can do to assist you if the second package is unable to reach you.

You can easily change your order by using this contact form to submit your request. Please provide your order number and other relevant information for your modification.

NOTE: 

• Your order is only eligible to be modified within 2 hours of placing order. After that time, the order is locked for processing and can no longer be adjusted.  
• We try to process our orders extra fast to make sure that they arrive with you as soon as possible so we can't make sure if we're able to change your order address, item variant or quantity. Hope you understand.
• For modification requests and in the holiday season, orders may reach you a little longer than usual for processing the change.

We regret learning that you would like to cancel your order. Please send us your request to cancel your order using this contact form, along with your order number. If at all possible, please let us know why you had to cancel, we're always searching for new methods to make people happy.

NOTE: Your order is only eligible to be canceled within 2 hours of placing order. After that time, the order is locked for processing and can no longer be canceled.

We apologize if you received a package containing broken, damaged, or defective goods. Here’s what you need to do:

1. It's not recommended to use the product for better inspection.
2. Promptly contact us here, tell us about your problem(s), and don't forget to attach photos/videos that show the defect/ damage condition for better support. We will give our best to assist.

Meanwhile, please refer to our Refund Policy here: https://customee.com/policies/refund-policy for further information.

We apologize for the confusion It’s a rare occasion that happens once in while due to high seasonal demands.

You don't need to make an effort to contact the appropriate person. Simply submit our contact form along with a photo of the incorrect item to quickly receive a replacement.

Please check your tracking confirmation email or order packing slip to ensure items are not arriving in separate shipments. 

If your missing item was shipped from a different fulfillment location, it may still be in transit to you. In case there is no other information on the remaining items, please reach out to us here.

First of all, choose items you like and have fun personalizing them, click "Add to cart" and then hit "Checkout".

Indicate the shipping information for the locations most likely to receive packages. Select a suitable payment method, then complete the order.

That's it! The rest will be handled by us:)

You should have received an automated order confirmation through e-mail if an order was successfully submitted and processed. Please check your Spam/Junk/Promotion mailbox if you do not see any emails in your primary inbox.

Also, it is advised that you add our notification email address to your whitelist in order to increase the deliverability of our emails.

If you still could not find it after checking, we recommend you Contact Us so we may investigate this for you.

Regrettably, we currently only sell items and designs that are in stock on our website. Please do not hesitate to contact us if you have any suggestions or requests, and we will pass them along to our design team for future consideration.

Simple steps to save money on your order:

• Add the item to your cart
• Click on the secure Checkout button
• Insert a discount code in the discount code box. Then click APPLY

Fortunately, we can assist by paying you back the comparable sum for the customized coupons you received from us before to your purchase.

We regret to inform you that an after-purchase promotion can only be used for future purchases.

Customee currently only accepts ONE discount CODE that can be used during a single checkout. (Other auto discount plans continue to be valid.)

We offer safe shopping and accept payment via PayPal, Credit card (such as VISA, MASTER CARD, AMERICAN EXPRESS, DISCOVERY, etc.). Therefore you can choose the most suitable one for you. All products are set in UK Pounds, please check the conversion rate before completing the order.

Please note that when checking out, your payments will be processed in UK pounds which is our primary currency. If your credit card company or bank uses a different currency, the final transaction price may differ due to currency exchange rates.

As we mentioned on this page (https://customee.com/pages/payment-methods), Customee accepts two payment methods: 

• Paypal
• Credit/Debit card.

Please note that when checking out, your payments will be processed in US Dollars which is our primary currency. 

If your credit card company or bank uses a different currency, the final transaction price may differ due to currency exchange rates.

If you need our assistance, don't hesitate to chat with our support agents.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://customee.com/policies/terms-of-service) or Privacy Statement (https://customee.com/policies/privacy-policy).

If you are being charged a second time, please reach out to us with your order number and a screenshot of the bank statement/ transaction information. Our finance team will check and complete our investigation soon. 

If you pay through Paypal, the second amount might be a pre-authorized charge from PayPal and it will eventually fall off your account. We highly suggest contacting PayPal to turn off or remove the pre-authorized setting in your account. 

It may also be a pending transaction when paying by credit card. It appears on your bank statement along with the real payment and will disappear within a few business days.

Please reach out to us if you do not see any changes on your account within 5 - 7 business days and we will help to check it out.

Please make sure the following information is valid/correct:

• Card number
• Expiration date
• Security code
• Billing address

You should try to enter the information again if you have changed them recently.

The transaction may not push through if the payment is routed to our international gateway while your card is not allowed internationally. 

Other reasons might be insufficient funds, blocked cards or exceeded withdrawal amount. We recommend that you contact your bank or credit card company to resolve the issue.