You’ll love your order, or we’ll make it right.
Custom orders are stressful. You don’t know what you’re going to get until the box arrives. We built Qstomize to take that anxiety off the table — with mockup approval, real humans, and a guarantee that actually means something.
Approve before you pay
You'll see a digital mockup of your finished product before any production happens. No payment is captured until you click approve. If something looks off, we revise it — at no charge — until it's right.
Printed right or we redo it
If your order arrives with a manufacturing defect, the wrong product, or a deviation from your approved mockup, we'll reprint it or refund you in full. Just send a photo within 30 days of delivery.
On time, or we make it right
When we quote you a ship date, we mean it. If we miss our committed ship date because of a Qstomize-side delay, we'll upgrade your shipping at our cost so your event still happens — and credit you for the rush fee on your next order.
A real human on every order
Every order is touched by a named person on our team — not a queue. You can email or call them directly. Replies during business hours typically come within a few hours, not days.
How to file a claim
We try to make this part painless. The whole process usually takes one email.
- 1
Email us within 30 days of delivery
Send a note to support@qstomize.com with your order number, a few clear photos showing the issue, and a one-line description of what’s wrong.
- 2
We respond within one business day
A real person on our team will confirm we’ve got your case and tell you exactly what comes next — usually nothing on your end.
- 3
We reprint or refund — your choice
For verified production errors we’ll either reprint the affected units and ship them on a rush, or refund you in full to your original payment method. You decide.
What’s not covered
Custom-printed products are made to your spec, so they generally can’t be resold or returned to inventory. The Promise covers production errors, damage in transit, and missed Qstomize-side commitments. It doesn’t cover:
- Errors in artwork or copy that you approved on the mockup;
- Color variation within industry-standard tolerance for the printing method;
- Buyer’s remorse on custom-imprinted items (we can’t resell them);
- Delays caused by carrier exceptions, weather, customs, or incorrect shipping addresses;
- Issues reported more than 30 days after delivery.
Full details live in our Return Policy and Terms & Conditions.
Ready when you are.
Get a quote, see a mockup, decide if you love it. Nothing happens to your card until you do.