Last Updated: January 2025
At Customxmass, most items are produced using a print-on-demand process. This means manufacturing often begins soon after an order is submitted. Because of this rapid workflow, requests to cancel or modify purchases can be time-sensitive.
The guidelines below explain how we typically handle cancellation or change inquiries and what customers can expect when contacting us.
For immediate assistance, email [email protected]. Our support hours are 8:00 AM – 7:00 PM (EST), Monday – Saturday.
Once an order is transmitted to our production system, materials may be allocated and printing preparation can begin. After that point, adjustments may become difficult or impossible without creating waste.
We therefore encourage customers to review selections, personalization details, and shipping information carefully before completing checkout.
If you need to cancel an order, please contact us as soon as possible after purchase.
When a request is received promptly and production has not significantly progressed, cancellation may be possible. However, once manufacturing steps are underway, outcomes can vary.
| Order Stage | Typical Cancellation Possibility |
|---|---|
| Shortly after checkout | Often still reviewable |
| In production | May be limited |
| Completed or shipped | Generally no longer possible; return policy may apply |
Our team will always review the situation and advise what options may remain.
Customers sometimes need to update details such as shipping addresses, sizes, colors, or personalization information.
Similar to cancellations, the ability to make adjustments depends heavily on how far the order has progressed within the production queue.
If we are able to apply a modification, we will confirm by email. If not, we will explain what alternatives might be available.
Accurate shipping information is essential. If you notice an error, notify us immediately.
While we try to update records before dispatch, address changes cannot always be completed once a package has entered carrier systems.
In cases where delivery is affected by incorrect information provided at checkout, solutions may depend on carrier policies.
Many Customxmass products are created specifically according to the selections submitted by the customer. Once customization work begins, opportunities for edits may narrow.
We recommend double-checking spellings, dates, and design choices before placing an order.
When an order cannot be stopped, customers may still have options after delivery under the terms of our Return & Refund Policy.
Our support team can help review the best path forward once the item arrives.
If a cancellation is confirmed, refunds are generally issued back to the original payment method. Financial institutions may require additional time to finalize posting.
Exact timing can vary depending on the provider.
To request a cancellation or modification, please send:
Email: [email protected]
Reaching out quickly gives us the best opportunity to assist.
Customxmass may revise this policy periodically to reflect operational or legal developments. The version posted on the website at the time of purchase will generally apply.
We appreciate your understanding of the unique nature of made-to-order production and thank you for choosing Customxmass.