Refund policy
Returns & Satisfaction Guarantee
We’re a family-owned, USA-made custom shop. Because every piece is made to order, personalized items can’t be returned for a change of mind. However, we do stand behind our work.
If we got it wrong, we’ll make it right.
What’s covered
Contact us within 14 days of delivery with your order number and photos if:
- The personalization doesn’t match what you submitted
- The item is defective or not as described
- It arrived damaged in shipping
We will remake your item at no charge or refund you—your choice.
What’s not covered
- Change of mind, surprise gifts that weren’t wanted, or “I dropped the boyfriend in the photo” type of scenario
- Spelling, dates, names, logos, or artwork you provided (we print what you send).
Cancellations
Email us as soon as you can. If we haven’t shipped your order, we’ll cancel and refund in full. We also will allow you to make modifications to an order if not yet shipped.
Refunds
Approved refunds go back to the original payment method. Please allow 5–10 business days after we approve the refund for it to show on your statement.
How to reach us
Email Erin@YourCustomMate.com with:
- Order number
- What went wrong
- Photos of the item and the issue
We will review it and take care of you.
Give us the opportunity—and we’ll guarantee your satisfaction, or we’ll make it right.