Return & Exchange Policy

At CustomJoyGift, your satisfaction is our top priority! If you’re not completely happy with your purchase, please contact us at service@customjoygift.com with your order details and reason for return or exchange.

✅ Eligibility

  • Returns or exchanges are accepted within 30 days of receiving your order.
  • Items must be unused, undamaged, and in original packaging with all components included.
  • Final sale items, promotions, coupons, and freebies are NOT eligible for return or exchange.
  • We do not accept cash-on-delivery returns; such returns will be rejected.

⚠️ Important Notes

  • Once a package is packed or shipped, the shipping address cannot be changed. Please ensure your address is correct at checkout. We are not responsible for lost packages due to incorrect addresses.
  • Customers are responsible for selecting the correct item, size, color, style, and other options during checkout.

📝 Missing Customization Information

  • For personalized or customized products, customers are responsible for providing all required customization information after placing an order, including but not limited to size, color, design, photo, text, embroidery thread color, or other required customization options.
  • If any required customization information is missing after the order is placed, our customer service team may contact the customer multiple times by email or other available contact methods.
  • If we do not receive the required information within 7 days of the order being placed, despite our attempts to contact the customer, the missing customization information will be considered the customer's responsibility.
  • In such cases, to avoid indefinite order delays, CustomJoyGift reserves the right to complete the order using reasonable or randomly selected customization options based on the product and available choices.
  • Orders completed under these circumstances will not be considered defective or incorrectly made due to the customer's failure to provide the required information, and returns, exchanges, refunds, or remakes resulting from the missing customization information may not be accepted.

🏷 CustomJoyGift Responsibility

  • If you received a wrong or defective item, our customer service team will approve your return and cover the return shipping costs.

👤 Customer Responsibility

  • If you return an item due to wrong selection (size, color, or style), you are responsible for shipping costs both ways.
  • Customers are responsible for providing complete and accurate customization information before production.
  • If required customization information is not provided within 7 days after the order is placed, despite our attempts to contact the customer, CustomJoyGift may proceed with the order using reasonable or randomly selected options.
  • Refunds or exchanges will be processed once the warehouse receives the returned items.

📦 Return / Exchange Process

  1. Contact our support team at service@customjoygift.com to request a return or exchange.
  2. Provide your order number and email address. Our team will respond with instructions.
  3. If approved, we’ll provide the return shipping address.
  4. Pack your item securely, including all original packaging and accessories.
  5. Ship your package and keep the receipt and tracking number.

💵 Refunds

  • Refunds will be processed within 3–5 business days after we receive your return.
  • Refunds will be issued using the same payment method as your original purchase.
  • If you haven’t received your refund within two weeks, contact us at service@customjoygift.com.