FAQs

FAQs

Top Questions

1. How can I cancel my order?

When you change your mind about your order, you are able to cancel your order within 2 hours of placing the order. Please Contact Us

Note:

After 2 hours of purchasing, your orders will be locked and sent to our production facility. If you send the request later than that, we cannot cancel or modify it.

– Issue refund for cancellation may take 3-14 business days to post to your payment account and it will be applied back to the original payment method used.

2. How can I modify my order?

You have 2 hours since placing your order to modify your order. If you contact us after 2 hours of order submission, your order will be locked for processing so we can not modify it.

To modify your order, request via Contact Us.

If you want to change things such as correct name, wings, theme, change the available information for person or pets…,we would like to suggest the way to edit design correct and faster below:

– Visit the product you ordered/want to change on our store.

– Custom the new design 

– Add it to your cart (Not check out)

– Request (Name, Theme, Wings, Person, Pet..) with the new design code via Contact Us.
(Copy and paste the code, not send us a screenshot of the code).

Example: Item Hoodie – New design code: #yourodercode

Note: If you want to remove the name, leave N/A or No Name on the field name to remove it automatically.

3. How can I change my shipping address?

You can change the shipping address of your order within 2 hours after placing the order. 
Request via Contact Uswrite down the correct shipping address in the description. 

Note: We cannot change your shipping address from a domestic US location to an International address, and vice versa.

4. Why was my payment declined?

– The data requested for the payment failed to coincide with those on your card. A simple spelling mistake in one of the fields can cause the operation to be refused.
– You have not activated your security code. In a bid to protect cardholders from online fraud, some credit cards require you to enter an additional security code in order to confirm payment. This code is provided directly by your bank.
– You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
– Your card has expired. Check if your card is still valid.
– Your order has been rejected by our risk center due to certain factors.

Your bank can provide you with all the information you require about your card and the payment options. If you check out via PayPal, please contact PayPal directly when your payment is declined.

Need more help? Please Contact Us.

5. How do I track my order?

You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 5-7 days for the carrier to scan your package into their system.

You can track your order Track Orders. To track your order you need to fill out your order number and email address.

You can also sign into your account, then select “Orders” to see your order history and order status. (You only can view your order if you enter the correct email address used at check out).

If you still don’t find & track your order, please Contact Us for help.

6. Shipping time frame

To estimate when you can expect your order, please refer to the time frame Shipping & Delivery.

You can request via Contact Us to get more information. 

7. My order arrived defective/damaged/broken.

We want to sort out the problem with incorrect items straight away. You can request a replacement or a refund.

Please report the issue via Contact Us.

Note: You need to contact us within 20 days of receiving your order and remember don’t return any broken item back. 

8. I received the wrong/someone else's order.

We want to sort out the problem with incorrect items straight away. You can request a replacement or a refund.

Please report the issue via Contact Us.

Note: You need to contact us within 20 days of receiving your order and remember don’t return any incorrect item back.

Place Order

1. How do I place an order?

If you are interested in any of our products and wish to purchase them, please follow our instructions on how to place an order.

Step 1: Choose your favorite product

There are 2 ways to find out our product as your request: 

– Search by entering the keyword on the search bar.

– Choosing the product type based on the menu bar. The product is sorted as the bestsellers, occasions, product type, scenery…

Step 2: Complete all required options

Make sure you have filled in all the mandatory fields on the checkout page as well. If the option has 1 image, make sure that you click on that image. 

Step 3: Click the preview function (if it is available) to see the preview 

Step 4: Fill in the information and check out

The process to checkout, fill out Contact information with the Shipping address and apply a discount code (if you have) to complete purchasing. 

Note: You will receive a confirmation email/SMS shortly after you have successfully placed your order. We suggest that you provide your email address to receive the order information easier.

2. I can’t find my option. Can I request a new one?

Our team always tries to update as many options as possible, but sometimes, we can’t meet our customers’ needs. We are working hard day by day to bring you the high quality personalized gifts which are truly special and unique.

We’d love to hear your thoughts and we’re willing to add more options if we could.

If you have not placed an order yet, you can share your new idea suggestion by request via Contact Us,

If you place your order and want to add options (wings, hat, rainbow, more dog, cat…,you can request via Contact Us.

3. How do I use my discount? Can it be applied after purchase?

To use your discount coupon, simply:
– Add to cart your product and process to check out.
– Enter your discount code under your order summary and hit “Apply”.

Note:

– Is only valid for a limited time.

– May not be applicable to all products.

– Cannot be applied after you’ve placed an order.

4. I don’t get my order confirmation.

As soon as you place an order, we’ll send a confirmation to the email address or phone number that you used at checkout. It includes your order number, order summary, and tracking link.

Make sure that you check your spam folder first. If you haven’t received/found your confirmation, it may be due to incorrect phone/email address providing or failed checkout (your purchase didn’t go through successfully).

You can view the order status by logging into your account.
If you checked out as a guest, please Contact Us for help.

Note:You might include your name, billing address, transaction/invoice ID as this information will be helpful for searching your order.

5. How can I modify my order?

If you contact us after 2 hours of order submission, your order will be locked for processing so we can not modify it.

To modify your order, request via Contact Us

Note

– You have 2 hours to modify your order after placing an order and once time to update the new design code. 

– If you want to remove the name, leave N/A or No Name on the field name to remove it automatically.

6. How can I cancel my order?

When you change your mind about your order, you are able to cancel your order within 2 hours of placing the order. 

Please Contact Us

Note:
– After 2 hours of purchasing, your orders will be locked and sent to our production facility. If you send the request later than that, we cannot cancel or modify it. 

– Issue refund for cancellation may take 3-14 business days to post to your payment account and it will be applied back to the original payment method used.

7. How can I change my shipping address?

You can change the shipping address of your order within 2 hours after placing the order.

Please request in Contact Us,and write down the correct shipping address in the description.

Note: We also cannot change your shipping address from a domestic US location to an International address, and vice versa.

8. How can I change my billing address?

Due to technical issues, we can’t modify the billing address. However, there is no need to change the billing address because we’ll ship your order to the shipping address you left and we don’t include the order receipt in with the package. Please make sure that your shipping address is correct. 

Need more help? Please Contact Us

Order Issues

1. I received the wrong/someone else's order.

We want to sort out the problem with incorrect items straight away. You can request via Contact Us.
Note

-Please upload a picture/video of the item you received 

– You need to contact us within 20 days of receiving your order

– Don’t return any incorrect item back.

2. My order arrived defective/damaged/broken.

We aim at providing you with a perfect personalized gift, but sometimes orders might be damaged during transit.

If your order unfortunately came defective/damaged/broken, you can request via Contact Us
Note:

– Please upload a picture/video of the item you received. We will review the proof and give you the best solution. 

– You need to contact us within 20 days of receiving your order

– Don’t return any broken item back.

3. I received the items that are not as described.

If the received item doesn’t look like what you purchased, or different from the product image sample, please do the following steps:
Step 1: Compare the given information in your order confirmation to the received item
Step 2:
– If the item was designed similarly to the order confirmation, you did get the correct order.
– If the item was designed differently, please request via Contact Us and attach the pictures, confirmation information about your order to get help.

Note:

– You need to contact us within 20 days of receiving your order

– Do not need to return any received item back.

Shipping & Delivery

1. Shipping time frame

To estimate when you can expect your order, please refer to the estimated time frame Shipping & Delivery.

Note:

* In peak season, your parcel may arrive later than expected delivery. We’re so sorry for this inconvenience and hope that you can understand for us.

* The above time frame is only applied for orders to the US with the standard shipping method.

* If your order needs detailed modifications, it may take a few days for our designer to make customization, design time will depend on the complexity of the request. Please kindly add this amount of time to the “Production time”.

Need more help? Contact us

2. International orders

We offer international shipping for most of our products except for Pillow, Acrylic Print, and Peel & Stick Poster…

The estimated shipping fee for international orders is $6.45 to $49.99 depending on the product and destination country. 

Specific shipping charges for your order will be calculated and displayed at Checkout.

3. How do I track my order?

You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 5-7 days for the carrier to scan your package into their system.

You can track your order here. To track your order you need to fill out your order number and email address.

You can also sign into your account, then select “Orders” to see your order history and order status. (You only can view your order if you enter the correct email address used at check out).

If you still don’t find & track your order, please Contact Us for help.

4. How does COVID-19 affect my order?

Our factories are still in operation and every action has been taken to protect the health of our employees and community. We are fulfilling orders on a daily basis, however, things are moving slower than they would be in normal conditions.

As a direct result of the coronavirus (COVID-19) pandemic, production and delivery times have been extended up to 10 business days.

Please be patient as we work to get shipments out as quickly as possible, with everyone’s safety in mind.

Need more help? Please Contact Us

5. My tracking number isn't working.

If you attempt to track your package and there is no information available that just means the carrier has not processed your parcel yet. When the parcel is scanned into the system, tracking events will populate on the tracking page.

Please rest assured that we are still working hard to deliver your order asap.

Need more help? Please request via Contact Us.

6. My order seems to be stuck in transit.

Most carriers aren’t scanning packages and updating trackings frequently. Some packages will appear to be stuck in a single location for multiple days and then suddenly be delivered to the customer. We are so sorry for this frustrating experience.

We advise you to refer to our Shipping & Delivery first, to check if your order has passed the standard shipping time frame. If your order has not moved for 25 – 30 business days, please request via Contact Us, one of our agents will be happy to further investigate this issue. 

7. My order was returned to the original sender.

There are a few reasons an order can be returned to the sender but most often it is due to an undeliverable address. The returned orders will be donated to charities and will not be returned to our warehouse. Before reaching out to our customer support, please check your given shipping address first.
– If the provided shipping address is correct, we’ll resend a replacement at no cost once only.
– If the provided shipping address is incorrect, the extra fee is needed to reship your order to the correct address or a new shipping address. We’ll try to cover up to 50% resending fee.

Please request via Contact Us

8. My order is shown delivered but I haven't got it.

If the order has been scanned as delivered but you haven’t got it, this may be due to a scanning error. Please allow a few more days for the item to be delivered before contacting us.

We suggest that:
– Check the shipping address if it is correct.
– If the item was sent to your home, you should ask other family members if they accepted the delivery. Please also check if the item has been left with a neighbour.
– If the item was sent to your work address, check with the post room and your colleagues to see in case someone accepted the delivery.
– Your purchase may have included various deliveries which will be received on different dates. Please take a moment to refer to our Shipping & Delivery.

If you still can’t find your parcel, please request via Contact Us, we’re willing to open an investigation to find your order. 

9. I have not received all the items in my order.

Check your inbox, SMS to see whether we have sent you notifications that all of the items in your order were shipped out. In this case, you should locate your order via the given links in your shipping confirmation email/SMS or via Track Order page.

Additionally, your purchase may have included various deliveries which will be received on different dates. Kindly be patient and take a moment to refer to our Shipping & Delivery.

If you have not received any shipping notification and your purchase did not have various deliveries, please request via Contact Us.

Size Charts

Size Charts

ORNAMENT

MUG

APPAREL

Note:For apparel products, there might be ±5% deviation in length for manual measurement and production processes. The sizing chart is for reference only.

Refund, Return & Exchange

1. Exchange & Return Policy

Due to the fact that We products are personalized & printed-on-demand items, we will not accept returns. But do not worry, if there is an issue with your order, we will refund or send you a replacement. Please refer to our Reshipment & Refund Policy and please Contact Us, our customer service team is willing to support you.

 

Note:  
* Please remember to attach an image of proof in the contact form for a damaged/defective/incorrect item, without the proof, we refuse to handle the case.

* Please be reminded that our policy lasts 20 days from the delivery date or 45 days from the order date for replacement/refund request only. If your purchase falls out of that timeframe, unfortunately, we can’t offer you a replacement or refund. 

2. Refund Policy

Your refund request will be approved in the following cases:
– Order cancellation

You can cancel your order within 2 hours of placing the order via Contact Us.

– Defective/damaged/incorrect item

You can request a replacement or a refund by File A Complaint via Contact Us. You should contact us within 20 days of receiving your order

The funds will be returned to the payment method that the payer initially used to make the purchase. Depending on the form of payment, you will receive your refund within:
– PayPal: max 3 business days
– Credit/debit card: max 14 business days
You will receive a refund notification via email/phone provided at check out once we authorise the refund. If you do not see a credit to your account within 14 business days, please present this notification to your banking institution so they may help you facilitate the process.

NoteDiscount codes will not be refunded as monetary value.

3. Can my refund be redirected to a different account?

The refund can only be issued to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to another account.

Need more help? Contact us.

Payment

1. Payment Methods

– Pay with Credit/Debit Card

The available credit card options are listed above. Please note that we do not collect your credit/debit card number or personal information when you make a payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information.

– Pay with PayPal

When you place an order with PayPal, after clicking “Complete order”, you will be redirected to PayPal to complete your purchase securely. You can confirm your payment by logging in with your PayPal username and password.

You may still check out even without a PayPal account. To do so, please click on “Pay with Debit/Credit Card” and you’ll be redirected to a secure page where you can enter your credit card information or complete your payment safely via PayPal.

Need more help? Contact us.

2. Is it safe to use my cards?

We adheres to the highest industry standards to protect your personal information from our online purchase. We take all reasonable care to make our Website secure and to prevent fraud.

Your card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

Note: To prevent unauthorized access to your account and to ensure your personal data remains secure, please do not share with anyone your login or password details.

3. What currencies can I use to place an order?

We processes all orders in USD. Whenever you make an online purchase or use your credit card to obtain a cash advance, in a currency other than US dollars, the transaction will be converted to US dollars.

Need more help? Contact us.

4. Why was my payment declined?

– The data requested for the payment failed to coincide with those on your card. A simple spelling mistake in one of the fields can cause the operation to be refused.
– You have not activated your security code. In a bid to protect cardholders from online fraud, some credit cards require you to enter an additional security code in order to confirm payment. This code is provided directly by your bank.
– You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
– Your card has expired. Check if your card is still valid.
– Your order has been rejected by our risk center due to certain factors.

Your bank can provide you with all the information you require about your card and the payment options. If you check out via PayPal, please contact PayPal directly when your payment is declined. 

Need more help? Contact us.

5. Why was I charged International Transaction Fees?

You may be charged foreign transaction fees as our PayPal account was registered outside the USA. This charge comes directly from your bank. Additionally, we cannot provide the amount of the transaction fee such as information during our checkout process since it is outside of our control. As a result, we are not able, for legal and accounting reasons, to issue an invoice reflecting these additional charges.
Considering the above, we kindly advise you to:
– reach out to your bank for more information on any additional charges/fees.
– consider using a different credit card that allows international transaction free of charge

Need more help? Contact us.

6. It looks like I was double-charged. What should I do?

If you discover duplicate transactions, please wait to see if they appear on your billing statement.
The double transactions that you see on your bank statement is due to the following cases:
Case 1: If your credit card was declined when you first tried to place your order, you will see a pending transaction in your account.
Case 2: When you make a payment by credit card for certain services, your credit card company may authorize your card before the actual funds are taken. This is referred to as an authorization (pending transaction).

The funds for declined/pending transactions are not taken and this charge will disappear in your bank statement within a few business days.

Additionally, you can review your order history to confirm if there are multiple orders processing on your account.If you would like to clarify that all duplicate orders are cancelled, please reach out to our Customer Service Team within 2 hours of placing an order.

Express shipping

1. How long does it take to ship my package by express shipping?

Unless otherwise specified on the order confirmation page or other force majeures, orders ship Monday through Friday and will be delivered 3 business days after your order was produced. Please refer to the timeframe on our Shipping & Delivery page for detailed production time.

Note:

* Items cannot be expedited unless the “Express” option is listed for that item/shipping address.

* Express shipping is not available to P.O. Boxes, PR, military bases, and international destinations.

* Shipping schedule and/or times are subject to change during the holidays.

2. Can I change my order shipping method to express shipping?

Yes, you can request to change the shipping method by contacting us via our Contact form within 2 hours after submitting your order. 

Similarly, you can also switch from express shipping to standard shipping. 

Note:

* If you change the shipping method from standard to express shipping, you will have to pay for the extra. Otherwise, we will refund the difference.

* Items cannot be expedited unless the “Express” option is listed for that item/shipping address.

3. Replacement/refund for an order using express shipping.

First, please refer to our Reshipment & Refund policy for all the cases that can be requested for a replacement or refund. 

In case you need a replacement for an order using express shipping, the replacement will be shipped by express shipping like your original order. 

If you are eligible for a full refund, we will refund the full order including the shipping fee.

4. Cancel an order using express shipping.

As normal orders, according to our Cancellation Policy, you have 2 hours after placing your order to cancel it and take a full refund.