FAQ

Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to cs@multicustomize.com

When can I expect to receive my shipment?

All orders are shipped from our warehouse within 3 business days of the order being placed. Shipment will arrive in between 5-15 business days after the shipment date, depending on the availability of the carrier provider and location. We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by carrier service.
* Please note that if you have any modification requests for your order, it may require an additional 1-3 business days for processing. 

Which countries do you ship to?

Currently, we do ship worldwide to over 50 countries. The major regions such as the US, UK, Canada, Australia, New Zealand, and many European countries are covered. But in case your country may not be supported by our logistics, we will inform you right away and make necessary changes to your order. To know more about our destination listings, contact us via Email: cs@multicustomize.com

How can I change my Shipping Address?

Changing of address is only allowed on or before 11:00pm (PDT, -7 GMT) on the same day of placing an order. You may contact us via Email: cs@multicustomize.com to request for such changes.

Can I deliver to another address, other than my card billing address?

Yes, it is possible.

How is my order shipped?

Orders are shipped during regular business days, excluding holidays. Any orders placed on Saturday or Sunday will be shipped the following Monday.

I forgot to add an item to my order; can I make a change before it ships?

Forgot an item? No worries!

Simply place a new order with all the items you need. Then, contact our friendly customer service team at cs@multicustomize.com to request a cancellation of your previous order. We'll handle the rest! Your refund will be processed within 7 business days and returned to your original payment method.

Here's why this is the smoothest solution:

• Faster fix: Get your missing items quickly with a new order.
• No hassle: Our team will efficiently cancel your previous order.
• Peace of mind: Relax knowing your refund is on its way.

Can I change the color/size of what I just ordered?

Absolutely! You can easily change the color or size of your order within 24 hours of purchase. We're happy to help! Just contact our customer service team at cs@multicustomize.com and we'll handle the rest.

How can I track my order?

We've actually made this super simple! You can click here to see the status of your order.

What do I do if I didn't receive my shipment?

If you think that your package is lost or delayed, please contact our Customer Support Team with your order number, and we will review the information to see how we can best assist you. We want to ensure that all our customers are able to receive and enjoy their products, and we will try our best to make that happen!

In the case that a shipment has been marked as delivered but not actually received, here are a couple things you can do before contacting our team:

- Check with your neighbors, building management, or security to see if they may have received it on your behalf.
- Contact your local post office as they may be holding the package at their facility following an unsuccessful delivery attempt.
- Please obtain a 'lost package' letter from your local post office and provide it to our customer service team. Once we receive this documentation, we can initiate a refund or replacement order.