Shipping Policy
This policy sets out how Customaly processes, ships and tracks orders. Every product is personalised and made after you order, so the time to your door is the production time plus the transit time.
Order stages
You will receive three emails for every order: an order confirmation, a shipment confirmation with your tracking number, and a delivery notification.
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 the parcel leaves our facility, not from the day the order is placed, and it depends on the destination. International parcels may need additional days to clear customs.
All delivery times are estimates. During a high volume of orders or severe weather, transit may run a few days longer; if there is a significant delay we will contact you by email.
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 shown at checkout before payment. We currently offer standard shipping only; expedited services and signature on delivery are not available.
Tracking
Once your order leaves our facility you will receive a shipment confirmation email with a tracking number. Orders may ship in multiple parcels, each with its own number. You can follow your parcel at customaly.com/apps/17TRACK.
For international shipments, tracking updates may stop once the parcel is handed over to the destination country’s carrier. Full door-to-door tracking is currently provided for Canada and Australia.
Duties and taxes
We ship DDU (Delivered Duty Unpaid). Import duties and taxes may be charged by the destination country on arrival and are the responsibility of the recipient. If you are charged, send us the receipt and we will reimburse you once we have the supporting documents.
Addresses and undeliverable parcels
Please check your shipping address before paying. Address corrections can be requested 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, though we can arrange a paid reprint.
Lost, damaged or missing orders
If your order arrives damaged or incomplete, or the tracking confirms it is lost, contact support@customaly.com as soon as you notice it, with your order number and photos of the product and the shipping label. 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. Claims are handled under our Refund Policy.
Contact
Customaly · support@customaly.com
5830 E 2nd St, Ste 7000 #22949, Casper, Wyoming 82609, United States