Shipping Information
Every Customaly order is personalised and made after you place it, so the total time to your door is the production time plus the transit time. The estimates below apply to every product unless the product page says otherwise.
Processing and delivery times
| Stage | Time |
|---|---|
| Processing (personalisation, printing, quality check) | 3 – 5 business days |
| Delivery — United States | 10 – 12 business days |
| Delivery — rest of the world | 10 – 15 business days |
Delivery time is counted from the day your parcel leaves our facility, not from the day you order. International parcels may need additional days to clear customs. During peak seasons or severe weather, transit can run a few days longer; if your order is significantly delayed we will email you.
Shipping cost
- Free standard shipping on orders over $50.
- Below $50: $5.00 for the first item, plus $2.99 for each additional item.
The exact amount is always shown at checkout before you pay. We only offer standard shipping at the moment — expedited services are not available.
Tracking your order
You will receive three emails for every order: an order confirmation, a shipment confirmation with your tracking number, and a delivery notification.
Once your parcel has left our facility you can follow it at customaly.com/apps/17TRACK using either your tracking number or your email address plus the full name on the order. Tracking only appears after the parcel has shipped, so the page will be blank while your order is still in production.
Orders containing several items may ship in more than one parcel, each with its own tracking number.
International orders, duties and taxes
We ship DDU (Delivered Duty Unpaid). Import duties and taxes may be charged by your country when the parcel arrives, and they are the responsibility of the recipient. The amount depends on the value of the parcel and varies by country. If you are charged, send us the receipt and we will reimburse you once we have the supporting documents.
For international destinations, tracking updates may stop once the parcel is handed to the local carrier. Door-to-door tracking is currently available for Canada and Australia.
Wrong address, lost or damaged parcels
Please check your shipping address carefully before you pay. You can ask us to correct it within 12 hours of placing the order; after that the order is locked for production. Parcels returned to us because the address was incomplete or incorrect are not covered by our replacement policy.
If your order arrives damaged, incomplete, or does not arrive at all, contact support@customaly.com as soon as you notice it. Report a problem within 3 days of receiving your order and we accept the return and refund it without asking you to prove anything. From day 3 to day 7 we still cover it once you send us evidence of the problem. From day 7 to day 30 we cover faults caused by poor quality only. Please attach a photo of the shipping label and of the product so that we can open the claim with the carrier straight away — it is the fastest route to a free replacement or a refund.
Full terms are set out in our Shipping Policy and Refund Policy.