FAQs

Q: How do I track my order?
A: You will get a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We will email you your tracking number as soon as it is available. We will also send you ongoing email updates about where your parcel is and we will update you on the day it's due to be delivered! If you have not received a tracking number after 3 days, please email us.

Usually, once you have received your tracking number, your order will arrive within just a few days.

Q: I am having technical issues in designing or placing my order. What should I do?
A: If you are using your phone, try creating your design and placing your order using a desktop or laptop instead as that will work better. Clear your browsing history and cache or use another browser. If it still has not fixed your issue, please email us at support@customgiftsrus.com. We are here to help!

Q: I placed an order last week, why haven’t I received my item yet?
A: Your order will be processed once we have received the payment within 1-3 days (depending on the shipping locations) which excludes Saturday, Sunday, and Public Holidays. View our Shipping & Delivery

Q: What is your refund policy?
A: We cannot offer returns due to the customized nature of the products we produce. Please contact us if you are unhappy with your product or have any problems with it. Customer satisfaction is very important to us and we always try our best to make you completely satisfied and happy with the result.

Q: What are my design and customization options?
A: Your design and customization options are completely up to you. You can upload whichever design you would like - brand logo, team logo, family badge, a phone, an inspiring quote, vintage graphics, memorable landmarks, and more.

Q: If I want to upload my photo, what are the specifications?
A: If you are uploading a digital image, it must be a minimum of 300 DPI or approximately 1500px by 1500px (or higher), this information can usually be found under the properties of an image file.

The actual print size (dimensions) of the photo must be at least the same size as the print area. It can be larger, and we will adjust the size if necessary. The print size cannot be smaller than the print area, otherwise, the file will break up and lose its sharpness.

Q: If I were to attach the wrong photo, can I change it?
A: Yes, we can modify the order for you, if you want to change the colour or change the photo. Just send us an email within two hours after your purchase at support@customgiftsrus.com. However, if you placed your order more than 2 hours ago, we cannot guarantee that we can change it. The reason for this is that our team begin work as soon as you have placed your order.

We are dedicated to ensuring you are happy with the final product. If you do not like it for any reason, please reach out to our support team at support@customgiftsrus.com and we'll do our best to help you.

If you are unhappy with the outcome specifically, we'll check to see if you submitted a photo that follows our photo tips. If you didn't follow our guides, I'm afraid it's likely we can't help you. If you did follow the guide and it is clear we missed something, we'll correct it and send you a replacement. Please ensure that you provide a clear, high-quality photo taken in good lighting. We use the exact photo you submit during our design process. If the photo is not high quality, your design might not be either.

Q: I want to purchase an item in bulk. Can you give me a quotation?
A: If you are intending to purchase more than 10 units, please email us at support@customgiftsrus.com.