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F.A.Q

Payments

What payment methods do you accept?
We currently accept MasterCard Credit, Visa Credit, MasterCard Debit, VisaDebit, American Express, JCB, DiscoverCard, and also PayPal. We're working on adding even more in the near future.

I am placing an International order, what currencies do you accept? 
We accept USD, Euros, British Pound Sterling, Canadian Dollar and Australian Dollar.

What about refunds?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. See our "Refund Policy" page for more information.

I’ve changed my mind can I have a refund?
We do not offer refunds due to change of mind, you will be issued store credit if the item has not already been edited and shipped.

How do I upgrade my order size
Super easy! Email our customer service team with your order number and let them know you would like an invoice for the upgrade.

I need a replacement lid or straw how can I get one? 
Replacement of these items are a flat fee of $5 per item requested. Simply email info@custompalz.com and we will help with providing your replacement. 

Shipping & Delivery

We are proud to offer international shipping services that currently operate in over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

How do you ship packages?
Packages from our warehouse in Australia will be shipped by Australia Post. Packages shipped from our US warehouse are shipped through FEDEX. Packages shipped from our Canada warehouse will be shipped through Canada Post. Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. 

Do you ship worldwide? 
Yes. We provide free shipping to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you or if you are uncertain email info@custompalz.com.


What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.


How long does shipping take?
* Due to the current Pandemic shipping times are subject to changes by the courier companies. Custom Palz has no control over the delays in shipping but can support you with inquiries into packages movements. 
We ask for patience and respect be given to the couriers who are doing an incredible job to handle and distribute packages safely. 

Shipping time varies by location. These are our estimates: *Does not include our 2-5 day processing time.

United States, Canada, United Kingdom, Europe, Australia, New Zealand :

Standard Free Shipping = 10-20  days 

Secured Tracked Shipping = 7-12 days

Express Tracked Shipping = 3-5 days

Mexico, Central America, South America 15-30 Business days

Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact info@custompalz.com

 *My tracking says “no information available at the moment”. Some companies including FEDEX do not update their tracking page until the item has been collected from Customs. If you are unsure if the item has cleared customs email info@custompalz.com

 

Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping. 

How do I cancel  my order?
In the event you wish to cancel your order, please contact us within 12 hour upon confirmation of order at info@custompalz.com. Please be advised that any cancellations after 12 hours upon confirmation of order will be provided store credit. We cannot cancel an order once shipped. If your images have been edited the design fee ($20) is non-refundable. 

How much does shipping cost?
We offer free shipping for every item on our store. All you have to pay for is the product itself, the product price is the final price. If you choose an alternative shipping method e.g Secure Tracker or Express prices are available at check out. 

How long does delivery take ?
The processing time for orders is 2-5 business days. Once shipment is already loaded on the plane, estimated delivery is 5-10 business days for United States, 10-15 business days for Australia, Canada, Europe, United Kingdom and 10-20 business days rest of the world. Please take note that there are some unforeseen circumstances such as customs delays, weather events, natural disasters and holiday season delays that we are unable to control on our end. If you are concerned with the delay please contact info@custompalz.com

Can I change shipping types?
Yes, If you’re order has not been sent from the warehouse. If your item has already been shipped we unfortunately cannot change the shipping type

I spelt my address wrong what can I do?
Email our staff at info@custompalz.com to update your order form. If the item is shipped already and you have a tracking number please contact the courier which is linked to the tracking number and update their team.

I deleted my email with the tracking number how can I retrieve it?
Email info@custompalz.com and our staff will send your tracking number with a link.

 

Images + Production

Do you only do pets?
Not at all, we can do any* image you submit to us including family members, friends and other exotic animals. We will not produce licenced images or inappropriate/ explicit images.

I’m not sure if my image is suitable what can I do to check?
Not to worry, simply email our customer support team at info@custompalz.com and our designers can help.


Can I change my photo after it's edited.

Yes you can, there is a small fee ($10) to resubmit and edit new images.

How many edits can I receive? 
You will receive a preview if selected on your order form, a second edit may be requested. Any edits after this will incur a $7 fee.


I submitted 3 images but only got 1 preview why?
When uploading multiple images our designers will pick the best photo for editing. If you have paid for additional pets we will edit the additional images.


My image is cropped can you designers fill in the blanks?

Our designers will be their very best to create a whole image if it is possible to do so.

I love the image but can I change background color?
Yes, we will happily change the background color free of charge


I chose no preview by accident how can I get a preview
Email our team at info@custompalz.com to let them know you would like a preview.

 

I received my bottle and the name is spelt wrong, what can I do?
Email our staff at info@custompalz.com.You are eligible for a replacement bottle with correct spelling, any other changes to the bottle will incur a small fee.

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