At PersonalizedGiftsNow, customer satisfaction is always our top priority. Your item will be fully checked by our dedicated QC team before shipping. Our product quality is guaranteed. Please carefully check your customization details before placing your order. However, if you find an issue with your order such as a damaged item, wrong size or color etc., please get in touch with us and our customer service team will be happy to help you. Please read our refund / return policy carefully to ensure you can proceed with your request.

DAMAGED | CUSTOMIZATION ERROR | WRONG ITEM RECEIVED

If the item arrives damaged, defective or wrong, we will arrange a replacement for you. Please send us an email at: service@personalizedgiftsnow.com with your order #, photo of item and kindly explain the problem to us and we'll process your request as soon as possible. In most cases, we will offer a free replacement & you will need to cover the shipping fee of the new item.

Please note that whatever size, color or picture you upload will be customized on your item. If incorrect size, color or picture is selected and the item is made & sent to you, we are not responsible for replacing such items.

UNSUCCESSFUL DELIVERY

If the unsuccessful delivery is caused by the shipping carrier, we will make a free new item and ship it out to you as soon as possible, we'll cover the shipping fee as well for such a case.

If the unsuccessful delivery is caused by the wrong shipping address in the order, we can make a new item and ship it out to you again at a discounted price in such a case. However, a refund cannot be accepted. Therefore, please double check to make sure the shipping address is entered correctly when placing the order.

We will also send a shipment email notification which contains the order tracking number once your item is shipped out, please pay attention to that email. If you don't get it, please check your spam folder. If it's there in your spam folder, please help mark it as "Not Spam" and you will receive our future emails without a problem.

ORDER CANCELLATION

Once your order is placed, it will immediately enter into the design stage. If you request cancellation within 6 hours, you shall bear the transaction fee. If you request to cancel within 6-24 hours, you need to bear the design fee + transaction fee. Orders older than 24 hours cannot be cancelled.

Fee details:
1) Design fee: $5 per order
2) Transaction fee: the refund amount*5%

If your order has entered the production process, but you need to change the order information (such as size, color, picture or design etc.), we will charge you 50% of the order's amount. Order that has been shipped out cannot be canceled, and we will retain 100% of the order's amount. Since each of our products is one-of-a-kind and made just for you, please double check your order details before confirming your order. If you have any questions, please send us an email at: service@personalizedgiftsnow.com

The shipping address can be changed before shipping out. However, we cannot change it once your order has been shipped out.

REFUND INFORMATION

Please kindly allow up to 3 business days for us to process your refund. The refund will show up in your credit / debit card statement within 3 business days. Any refund will be returned to your payment method in the original path. The 5% transaction fee will be retained by the credit card processing network and you will only see 95% of the refund amount.

CUSTOMER SERVICE TIME

Please make sure your email to us is successfully sent, all emails will be replied within 24 hours. However on holidays or weekends, our reply will take longer, thanks for your understanding.