Terms of Service
Acceptance of Terms
By accessing our website or placing an order, you agree to be bound by this Agreement and all applicable laws and regulations. If you do not agree with any part of this Agreement, you may not use our services.
Personalization Services
Services Provided
We offer an online platform that allows users to personalize and customize T-shirts, phone cases, and other products based on our graphics designs. Users can integrate text, sentences, or their own photos into the designs to create unique and personalized items.
User Responsibilities
You agree to use our website and services in compliance with all applicable laws and regulations. You are solely responsible for any content you upload, submit, or display on our platform, including text, images, and any other materials. You represent and warrant that you have the necessary rights to use and display any content you upload or submit.
Personalized Designs
When creating personalized designs, you acknowledge and agree that you are solely responsible for ensuring that any text, sentences, images, or other content you integrate into the designs do not infringe upon the intellectual property rights of others, violate any laws, or are otherwise offensive or inappropriate. We do not take responsibility for any content uploaded, submitted, or displayed on our platform that may infringe upon the rights of others or violate any laws.
You agree not to upload or submit any content that infringes upon the intellectual property rights of others, violates any laws, or is otherwise offensive or inappropriate. You further agree to indemnify and hold us harmless from any claims, damages, or liabilities arising out of or in connection with any content you upload, submit, or display on our platform.
Please ensure that you have the necessary rights or permissions to use and display any content you integrate into the designs. We reserve the right to remove or refuse any content that we deem to be infringing, unlawful, or inappropriate, at our sole discretion.
Orders and Payment
Order Confirmation
Once you have successfully placed an order, you will receive an order confirmation email, please don’t forget to leaving an email address when checking out. This email serves as acknowledgment that we have received your order but does not guarantee order acceptance. We reserve the right to refuse or cancel any order for various reasons, including but not limited to stock availability, pricing errors, or suspected fraudulent activity.
Pricing and Currency
All prices listed on our website are in [US dollars]. While we make every effort to ensure accurate pricing, errors may occur. If we discover an error in the pricing of an item you have ordered, we will inform you as soon as possible and give you the option to proceed with the corrected price or cancel the order.
Payment Security
We utilize secure payment gateways to process online transactions. However, we do not store or have access to your payment card details. By placing an order, you authorize the payment gateway to charge the total order amount to your selected payment method.
Shipping and Delivery
We ship worldwide to over 50 countries. Shipping rates and estimated delivery times will be displayed at checkout. We currently ship to major regions such as the US, UK, Canada, Australia, New Zealand, and many European countries.
Shipping Methods
We offer Standard and Expedited Shipping to various countries. Shipping costs vary based on your location and chosen shipping method.
- Standard Shipping: Free for orders over $59, otherwise $5.
- Expedited Shipping: Free for orders over $250, otherwise $15.
Please note that shipping carriers may include USPS, Royal Mail, Poste Italiane, La Poste, Deutsche Post, AU Post, Canada Post, DHL, UPS, FedEx, and others.
Delivery times
Standard shipping typically takes 7-10 business days, while expedited shipping takes 5-7 business days. Delivery times may vary based on your location.
Customs Duties
All shipments are delivered Duty Unpaid (DDU). This means that any applicable import duties and taxes are the responsibility of the recipient and must be paid upon delivery.
Please note that expedited shipping methods may increase the likelihood of customs duties being applied, as these shipments are often classified as commercial imports. To minimize the risk of customs fees, we recommend standard shipping for most orders.
Delivery Restrictions
- Carrier Limitations: Our carriers cannot guarantee delivery to all addresses. Please provide a complete and accurate address, including street number and building number (if applicable).
- Unsupported Addresses: We do not ship to APO/FPO/DPO addresses or P.O. Boxes (except for standard shipping within the US).
- Accurate Information: We are not responsible for delays or failed deliveries due to incorrect or incomplete addresses provided by the customer.
- Negligent Behavior: We cannot offer refunds for failed deliveries due to customer negligence, such as providing incorrect information.
- Order Fulfillment: Once your order is shipped, it cannot be retrieved.
Correcting Order Information:
If you notice an error in your order information before it ships, please contact us immediately at support@multicustomize.com with your order number and the correct information.
Lost Packages:
If your tracking information has not been updated for over 15 days, you are eligible for a full refund or a replacement order.If tracking information shows your package as delivered but you haven't received it, please obtain a "lost package" letter from the courier company and contact us at support@multicustomize.com.
Returns and Refunds
We strive to deliver high-quality, personalized products that meet your expectations and hope you love everything you’ve chosen from our shop.
Returns
Regular Design Items
You have up to 7 days from the date you receive your order to submit a return request for regular design items. Please note:
- You are responsible for the return shipping fee.
- Once your return request is approved, you must mail out the return package within 3 days.
- A $4.99 restocking fee per parcel will be deducted from your refund.
- The original shipping cost (if any) is non-refundable in most cases.
- All returned items must be unworn, in their original condition, with the original packaging and all tags attached.
Customized Items
Customized items are non-returnable due to their personalized and exclusive nature. Once these products have been produced and shipped, all sales are final.
Exception: If there are quality issues or noticeable imperfections in the printing that were caused by us, we will gladly reproduce and send a replacement.
Summary of Return Terms
- Regular Design Items: Returnable with a $4.99 restocking fee. The original shipping cost is non-refundable.
- Customized Items: Non-returnable and non-refundable due to personalization. Exceptions include quality issues or significant imperfections caused by us.
Lost Package & Damage
- Lost Package: If your tracking information has not been updated for over 15 days, you are eligible for a full refund or a replacement order.
- Delivered but Not Received: If the tracking status shows “delivered” but you did not receive the package, we may require photographic or video evidence, or a lost package letter from the courier. With this documentation, you can choose a full refund, store credit, or a replacement.
- Damaged Items: If your items arrive damaged, please take photos or videos of the package and the damaged items. Contact us within 2 days of receipt, and we will offer a refund, store credit, or a replacement order.
Refunds
Once your issue is approved, we will process your refund within 24 hours. Multicustomize offers instant refunds to select customers, but the actual time for the refund to appear in your account depends on your payment provider’s processing time. You will receive a confirmation email once your refund has been issued. Based on our experience, the refund should be reflected in your account within 7 business days. If you haven't received your refund by then, please don't hesitate to contact us.
How to Initiate a Return, Exchange, or Refund
Let’s be real—there’s nothing more disappointing than a purchase that doesn’t work out. To make your return, exchange, or refund process as smooth as possible, here are a few tips:-
Make sure your order number, account details, email address, phone number, or tracking number are accurate and easy to read.
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If you’ve received an item with significant defects or damage, please have clear, high-quality photos or videos ready to show the condition of the product. If your package is lost, a letter from the courier may be needed.
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Be clear about what you’d like: whether it’s a return with a refund, store credit, or an exchange.
Exchange Policy
- Free Exchange: We allow free exchanges for styles, sizes, patterns, or customized ideas within 2 days of placing your order, as this is the time needed for production. Our exchange policy permits changes or corrections for any errors found before the product has been produced.
- 50% Additional Charge: If your items have already been produced (more than 2 days after placing your order) but have not yet been shipped, we can assist with reproducing your order with a 50% charge of the original payment. The original payment remains non-refundable. This fee covers the expenses incurred in processing and preparing the customized items.
- 80% Additional Charge: If your order has already shipped or if you realize an error caused by the buyer after receiving the items, we can create a new order to replace the original at 80% of the initial cost. The original payment remains non-refundable. This charge accounts for the costs associated with producing and shipping a new item.
Imperfection Notice
Before shipping, all products undergo thorough inspection and quality control to minimize imperfections. Our team carefully reviews each item to ensure it meets our standards of excellence. However, please note that minor imperfections may still be present despite our best efforts.To initiate an exchange, please contact our customer service team within [2 days] of receiving your order. We will provide you with further instructions on how to proceed with the exchange process. If you have any questions or concerns about our exchange policy, please don’t hesitate to contact us for assistance.