Last Updated: January 2025
Below are answers to common questions about shopping with Customxmass. Because our store operates using a print-on-demand model, some processes may differ from traditional retailers.
If you cannot find the information you need, please contact [email protected]. Our team is available 8:00 AM – 7:00 PM (EST), Monday – Saturday.
Manufacturing preparation often begins shortly after an order is placed and payment is confirmed. Timing can vary depending on product type and seasonal demand.
Because items move into production quickly, modifications or cancellations are time-sensitive. Contact us as soon as possible and we will review what options may still be available.
Confirmation emails are usually sent automatically. If you do not see one, please check spam or promotions folders. If it is still missing, contact support and we will verify your purchase.
Yes. However, some products may ship separately if they are produced in different facilities or require special packaging.
Total timing includes both production and carrier transit. Many orders arrive within a window of several business days, though this can vary depending on workload, destination, and logistics conditions.
Shipments are commonly handled by USPS, UPS, or FedEx, depending on package characteristics and routing efficiency.
When tracking is available, a notification is typically sent after the carrier scans the package into their network. Updates are provided by the carrier and may take time to appear.
We recommend checking around the property, with neighbors, or with building management, as parcels are sometimes placed in secure locations. If the shipment remains missing, contact us so we can review.
Standard orders typically ship with a flat rate displayed at checkout unless otherwise specified during promotions.
We strive for accuracy. Minor differences in color or finish can occur due to screen settings and manufacturing techniques.
Most products are created after purchase. This allows us to offer a wide range of designs while reducing excess inventory.
Please take photos of the packaging and product and send them to our support team along with your order number. We will evaluate and advise the next steps.
Care instructions can vary depending on materials. If guidance was included with the product, following those recommendations can help maintain quality.
Customers may typically request a return within 90 days from the delivery date. Requests outside that timeframe may still be reviewed depending on circumstances.
Approved returns are generally handled without restocking deductions.
After approval, processing is commonly completed within about 12 days. Financial institutions may require additional time for posting.
Because many products are made to order, direct exchanges are not always possible. Our team may suggest alternative solutions based on the situation.
Payments are processed through established third-party platforms designed to manage transactions securely.
Customxmass does not keep complete financial credentials on its own servers.
Email us at [email protected].
We strive to answer as quickly as possible during business hours. Response times may vary during peak seasons.
We appreciate your interest in Customxmass and thank you for allowing us to create décor pieces designed especially for your space.