Questions

All artwork, reproductions, and images on http://www.kustomproductsinc.com  are copyrighted (c) by Kustom Products Inc. All rights reserved.

Common Questions:

1. How long until I get my products?

Processing time for most items is 3-5 business days. Please remember that each item is customized to your specifications and therefore takes a little time to create. The processing time does not include shipping- shipping is based on where you live and the shipping method you choose.

If you order a proof it can add 1-2 business days to your order.

2. I need my items quicker than the processing time offered- is this possible?

Yes! Rush processing is available; however, there will be an extra fee involved. The rush processing fee is based on the number of items, weight of items, where the items will be shipped to, and how quickly those items are needed. All rush processes are "after hours." No item will reserve priority over another and all items all processed in the order that they are received. If you need an order rushed, the order will be fulfilled after hours so to not effect the order of the other items. Please note that part of the rush processing fee is the cost of an employee working after hours.

3. What are the extra fees and why are there extra fees?

The extra fees will very by item. Some of the extra fees could be:
-Priority Shipping: based on the amount and weight of the item, along with where the items need to be shipped to.

-Rush Processing: Please understand that EVERYONE needs/wants their items as quickly as possible and one customer's item will for NO reason be placed in priority over another customers item. Because of this, all rush processing orders are filled after hours or on weekends and will incur a rush processing fee. All rush processing fees will be in the range of $5-$50 depending on the size of the project and how quickly the items are needed.

4. What mail carrier do you use and how long will it take to receive my items once they are shipped.

At the current time our main provider is USPS with very few packages being shipped out FedEx. USPS website states the following for shipping in the 48 USA:
All items under 13 oz: 2-5 days
All other items: 2-9 days
Priority items: 1-3 days

USPS Shipping outside the USA:
Priority Mail: 6-10 Business Days
Express Mail: 3-5 Business Days

**ALL customs can stop and hold packages for any amount of time, and this time is not covered by your quoted shipping times. If customs is holding your item, the average length of time is 4-7 business days. In rare cases, your customs can return or refuse a package; please be aware that customs can do this with any shipment they choose. In most cases if a product is returned/rejected by customs, it is because that product is not allowed to be imported into your country. 

As Kustom Products inc ships everywhere in the world, it is the buyers responsibility to know what can/cannot be imported into your country. As these regulations are consistently changing, we highly recommend you check your current country's regulations before purchasing.

If an item is returned, Kustom Products will investigate the reason and if we are able to, we will set up an additional shipment at the cost of the buyer. It will be the buyers responsibility to file a claim with their customs for the loss in cost/shipping of the product. 

At no time will Kustom Products ever falsify documents for a purchase that is not allowed into a country. Please make sure you are aware of all your country's importing laws/regulations before ordering a product. If you have a question about the holding please contact your local Postal Company.

5. I am a foreign buyer, what fee will be associated with my package? 

All countries have their own fee associated with packages being mailed in from a foreign buyer. Please contact the appropriate government agency to find out what your fees will be. All packages will be marked as goods sold without exception. It is against the law for a company in the USA to ship goods overseas to a buyer as a gift, so please do not ask us to break the law. All fees relating to the package within the buyers country will be the responsibility of the buyer.

6. Do you accept returns?

**Please double check the listing descriptions for all details of the items, including materials and size.**

No returns will be accepted on any personalized items. Due to the customization of the items, they can not be resold to another customer and therefore all sales on these items are final. All items will be customized EXACTLY how the words/dates/notes are given. If the item is damaged or not correct in anyway, please contact us within 3 days of arrival of package.

If the item needs to be returned or a request is made for a return label due to our error, you have one week from the delivery of the label to send back the product for a full refund. Any product sent out later then a week will not receive a whole refund, the shipping cost will be the responsibility of the buyer and a 50% fee of the purchase price will be given upon receipt of the items. After 3 weeks no refund will be eligible.

All items are personalized EXACTLY how the note is given so please check your spelling and dates!

All damaged items must be reported within 3 days to receive a refund or a replacement.

If your item arrived incorrect and can be fixed, the item will be corrected or a discount offered. If the item arrived damaged, please contact us right away.
If you order an item that is not customized and you wish to return it the item will need to be returned within 3 business days in its original condition with all of its original packing. The postage of the item being shipped to the buyer, along with the item being shipped back to the seller, will be the responsibility of the buyer. In addition, there will be a 10% re-stocking free of the item upon receipt. 

If the item is damaged in transit on the way back to the seller, the responsibility of the damage claim to recoup cost will be the responsibility of the shipping party, the buyer.

Any non-personalized item can be returned up to 5 business days after receipt of the item, any item returned and postmarked after the 3 days and up to the 5 days will be subject to a 20% re-stocking fee.

7. My item came in damaged/missing what do I do?

All damaged items must be reported with a picture of the damage, as well as the box, within 3 days of shown delivery. If more than 1 item is damaged/missing, please send identifiable individual pictures or one picture that shows all the damaged items together. Please send a picture of the box as well as all damaged items. As soon as the damaged items are verified, new item(s) will be sent out ASAP. In the case that those items are no longer available, the cost of the items will be refunded.

Any items that are not reported within the 3 days will not receive a refund or replacement item at no cost. After the 3 day time period all damaged items must be reported by the buyer directly to the shipping company to recoup funds lost. Most shipping companies have a 30 day window to report damaged/missing items.

The reason we require all damaged/missing items to be reported by the buyer after the 3 day time period is that USPS and FedEx have been requesting physical proof of the damaged/missing items/packaging after that 3 day time period. As we do not have the product on-hand, nor the packaging, this is not something we can produce.

If you wish us to report the damaged/missing item(s) for you after the 3 day time period we would be happy to do so. In that case we would report the item with your pictures. The item must be held by you until USPS makes a decision if they want physical proof of the item and/or confirmation from you that the item is damaged/missing. 

-If they want confirmation they will send you a letter asking for verification that you did in fact get a damaged item.

-If they want physical proof the item/packaging will need to be presented to your local post office.

After USPS determines that the item is broken/missing they will send a confirmation to our company. Only after that confirmation is received will a new product be made and shipped to replace the broken/missing item. 

If your item is missing but shown delivered we recommend the following action:

#1. Please contact your local USPS office. The Postal Manager will contact your resident delivery driver to try and locate the package. It is not uncommon for a USPS driver to scan a package and leave it in the vehicle. We ask that 3 business days be given for your local USPS to find the package for you once you contact them. If your package is not recovered within those 3 business days please contact us back with the following information:

-USPS local number (please do not give 800 number- we need your local area code number to contact the correct location)
-Name of the Post Master
-Name of your delivery driver

We will need all that information to file a claim and recoup the cost of the package. Because the package shows delivered and it is missing there is a significant amount of extra paper work and contact that is needed to recoup the loss of a package. We need all the information from you in a timely manner to be able to file the claim according to USPS. As soon as the claim is filed we will notify you, and USPS might contact you to confirm information before they proceed. For this reason no refund will be given until their claim report is complete to ensure they receive all the information they need and the claim is not denied.

If the claim is approved the money will be refunded immediately back to the buyer in the amount of the payment. If the payment is not approved the buyer has option to dispute the claim directly through USPS.

You, as the buyer, also have a right to file a claim, but please note that by doing so prevents us from filing a claim and all matters with USPS must be handled by you.

8. Do you accept cancellations on your items?

Due to the orders we have and the time we are trying to turn around orders no cancellations will be accepted more than an hour after the order is made. If you need to cancel your order within an hour of purchase you must email our shop and call us to request the cancellation. Any cancellation requests after the first hour will not be accepted.

9. Can I change what I want on my items?

As long as your product is not in production we will accept changes to your item within a reasonable time frame. If we have a question about your item and what you want engraved, we will contact you immediately. If we do not hear back from you within 24 hours we will move forward, if possible, on your item using the setup or style that you chose.

For example-If you choose a monogram style engraving and you give initials, then do not respond to an email for clarification on your engraving within 24 hours, your item will move into production using the monogrammed style you chose with the letters in the exact order you sent them.

If we recommend a change on your item we will reach out to you with the recommend change with the reason we suggest it. In the event that you do not respond in 12 hours we will move forward on your order the way it was ordered.

10. Do you do proofs/mock ups/pictures of your items?

You can order a proof on any item. Please note that ordering a proof will increase your processing time 1-2 business days.

Once the proof is sent you will have 12 hours to approve or we will move forward on your item.

11. For custom Images:

***You must have rights to use any image that is presented to me. It is illegal for me to use ANY trademarked image (Sports teams, Disney, etc)***

All products have the option to do a custom image. Please see the corresponding listing labeled "Custom Image" for the product you would like to upload a logo for.

12. Can I pick up my items from your location?
All items must be shipped, we are an online retailer only.

 

 

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