FAQs

In the first 24 hours, you can request to change the shipping address and shipping method of an order. An additional cost may be charged for upgrading shipping method from Economy to Expess Shipping. Please note that, once the order is shipped out, the shipping address can't be changed.

In the first 24 hours, you can request to cancel or modify your order by contacting us via email: cs@customfam.com

The total time from order to delivery typically ranges from:
- Economy Shipping: 10-14 business days total (5-7 days production + 5-7 days shipping)
- Express Shipping: 7-11 business days total (5-7 days production + 2-4 days shipping)
Please note that these times are estimates and may vary depending on location and external factors. Refer to the timeframe on our Shipping Policy page for detailed production time.

Yes, you can track your order by visiting our tracking site here

The data requested for the payment failed to coincide with those on your card. A simple spelling mistake in one of the fields can cause the operation to be refused.

• - You have not activated your security code.
• - In a bid to protect cardholders from online fraud, some credit cards require you to enter an additional security code in order to confirm payment.
• - This code is provided directly by your bank.

CustomFam adheres to the highest industry standards to protect your personal information from our online purchase. We take all reasonable care to make our Website secure and to prevent fraud.
Your card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

We accepts two payment methods: Paypal and Credit/Debit card. Please note that when checking out, your payments will be processed in US Dollars which is our primary currency.

Please check your tracking confirmation email or order packing slip to ensure items are not arriving in separate shipments.
If your missing item was shipped with a different tracking number, it may still be in transit to you. In case there is no other information on the remaining items, please reach out to us.

If you have a problem with your order or product, please contact our customer service team at cs@customfam.com right away. We will work with you to resolve the issue as quickly as possible.

If you received the exact size you ordered and it doesn't fit as expected, we can resend the item in a different size for a small fee. Please contact us so we can guide you further steps.

As most of our products are custom-made or made to order, we are unable to accept returns.

However, if there is an issue with your order — such as a defect, damage during shipping, or if the product received does not match the description — please contact us within 30 days of delivery.

We are committed to resolving the issue by offering either a refund or a replacement, depending on the situation. Feel free to contact us via email cs@customfam.com so that we can resolve the issue as quickly as possible.