Refund Policy

CustoMew Official Refund & Shipping Policy

Last Updated: July 27, 2026  |   Customer Support Execution Standards

Welcome to CustoMew! As all products are custom made-to-order, please review our policy carefully before placing an order. By completing a purchase on customew.com, you agree to the terms below.

Article 1: Order & Production

1.1 Non-Cancellation & Non-Modifiability: Given the nature of on-demand custom products, orders immediately enter the production stage upon successful payment. Once an order is paid and in processing status, CustoMew does not accept any requests for cancellation, artwork modification, or specification changes.

1.2 Production Cycle: Production begins within 1 business day following order confirmation. Standard production timeline is 5 to 10 business days (complex crafts or multi-item orders may be extended based on production scheduling).

Article 2: Shipping & Logistics

2.1 Dispatch Location & Coverage: All products are dispatched from our centralized China warehouse. CustoMew provides global shipping to countries and regions supported by our partner carriers. Customers must verify destination coverage at checkout via the shipping calculator.

2.2 Approved Carriers & Tiers: CustoMew exclusively partners with YunExpress and SF Express. Service tiers are allocated as follows:

  • Economy / Standard: YunExpress Special Line / SF International Standard
  • Fast / Express: SF International Express

2.3 Logistics Stages: The complete fulfillment workflow is divided into four standardized stages:

  • Step 1 (Order & Production): Proofing and production start within 1 business day of order confirmation.
  • Step 2 (Dispatch & Export): After QC and packaging, items are handed over to YunExpress or SF Express to generate a primary tracking number.
  • Step 3 (Customs Clearance): Packages arrive at the destination country/region for customs inspection. The recipient is solely responsible for all customs regulations, duties, and import taxes.
  • Step 4 (Final Delivery): Upon customs clearance, a destination tracking number is generated for final delivery by local postal services or partner couriers.

Article 3: Mandatory Recipient Information & Customs Tax IDs

3.1 Required Information: To prevent delivery failure, customers must provide full real name, phone number, physical street address, postal code, city, state/province, and country.

3.2 Restricted Shipping Addresses: Delivery to PO Boxes, Parcel Lockers, and military addresses (APO/FPO/DPO) is strictly prohibited.

3.3 Mandatory Tax ID Requirements: According to destination postal and customs regulations, the following regions require a valid National Tax ID or Personal ID number at checkout. Failure to provide this will result in dispatch failure or customs rejection:

Country / Region ID Type / Local Name Format Specification
Chile RUT (Rol Único Tributario) 9 digits (no punctuation)
Peru RUC 11 digits
Brazil CPF 11 digits
Mexico RFC / CURP 13 chars RFC / 18 chars CURP
Argentina CUIT / CUIL 11 digits
Colombia Cédula de Ciudadanía / NIT Up to 10 digits
Turkey T.C. Kimlik No 11 digits
Saudi Arabia Iqama / National ID 10 digits
United Arab Emirates Emirates ID 15 digits
South Korea PCC (Personal Customs Code) P + 12 digits

Article 4: Tracking Protocols

4.1 Primary Tracking: A primary tracking number is generated upon dispatch. Status can be queried via the CustoMew Track Order Status page, YunExpress official site, SF Express official site, or universal platforms (e.g., 17track).

4.2 Destination Tracking: Generated after destination customs clearance. Used to track final delivery via local post offices or third-party tracking portals (e.g., 17track, parcelsapp).

Article 5: After-Sales Service Eligibility (Refund & Replacement)

Standard customers must contact CustoMew within 30 days of delivery to initiate a claim; official Discord community members enjoy an extended 60-day claim window from delivery. Eligibility is strictly limited to:

  • 5.1 Quality Defects: Physical malfunction, print peeling/cracking, or transit damage/deformation.
  • 5.2 Order Discrepancies: Incorrect style/size received, missing items, or missing components/accessories.
  • 5.3 Logistics Anomalies & Non-Delivery: Carrier (YunExpress/SF Express) officially confirms lost package; Package returned to sender due to carrier/post office error; Package stagnant in transit for over 30 days without updates.

Article 6: Exclusions & Limitations

Under the following circumstances, standard after-sales services (full refund or free replacement) will NOT be provided in principle:

6.1 Content & Compliance

  • Pattern Violations: Production or delivery failure caused by custom content violating laws/regulations (including political propaganda, superstition, pornography, extreme violence, etc.).
  • Intellectual Property: Non-delivery, seizure, or recall caused by third-party intellectual property infringement.

6.2 Personal Subjective Preference & User Operational Errors

  • Subjective Dissatisfaction: Finished product fully matches order specs and submitted artwork, but refund requested due to personal subjective aesthetic differences or style preferences. (Discounted re-prints may be offered at customer support's discretion).
  • Post-Delivery Damage: Damage caused by personal use, drops, or improper installation post-delivery.
  • Post-Payment Regret: Order cancellation or refund requested after completing payment and entering automated production.
  • Incorrect Specs Selected: Selecting wrong size, process, material, or product style during checkout.

6.3 Design & Technical Specifications (Quantified Standards)

  • Bleed & Cutting Tolerance: Mechanical cutting tolerance allows ±1.5mm position offset. Edge cutting flaws resulting from failure to reserve bleed lines per guidelines are excluded.
  • Original File Resolution: RGB or CMYK mode, 300+ DPI vector or HD images (PNG/PSD/AI). Unclear prints due to low resolution (<150 DPI), blur, or noise in source files do not constitute quality defects.
  • Color Mode & Color Deviation: Screens display RGB light while printing uses CMYK inks. Minor variations within ±10% color saturation/brightness are normal physical tolerances.

6.4 Screen Display & No Online Preview Statement

  • No Online Preview: CustoMew currently offers NO live 3D or real-time rendering preview on the storefront. All products are printed directly based on uploaded and confirmed design files.
  • Material Characteristics: Different materials (acrylic, metal, wood, fabric) have varying ink absorption and surface gloss. Minor physical texture variations from digital mockups are unavoidable.

6.5 Delivery & Signature Issues

  • Recipient Negligence: Return/destruction caused by customer refusing delivery, incorrect/incomplete address, missing tax ID, or carrier unable to contact recipient.
  • Stolen Post-Delivery: Package marked 'Delivered' in tracking system but subsequently stolen or missing from doorstep, mailbox, or front desk.
  • Estimated Time Limits: Estimated shipping times at checkout are for reference only. Delays due to normal shipping fluctuations, customs, or peak seasons are not grounds for refund.

6.6 Customs & Carrier Restrictions

  • Unpaid Duties: Package seized or destroyed due to customer refusing mandatory destination customs duties/taxes.
  • Shipping Restrictions: Liquid goods (e.g. inks) and aviation contraband are strictly prohibited. Interception caused by ordering contraband forfeits refund eligibility.

Article 7: Claim Submission Process & Support SOP

7.1 Required Proof: Must provide Order Number, complete Unboxing Video, and clear HD Photos showing product and defects.

7.2 Official Contact Channels: Submit via Official Email (support@customew.com), Live Chat, or Discord (#ticket-channel).

7.3 Return Instructions: Due to high cross-border return tariffs and freight, DO NOT return products to origin warehouse without explicit written instructions from support. Unauthorized returns will be rejected.

7.4 Support Response SLA: After-sales tickets undergo initial review within 24 hours during standard business hours (Mon–Fri, 10:00–18:00 GMT+8).

Article 8: Refund Timelines

Approved refunds are returned to the original payment method:

8.1 PayPal: Processed within 1 to 3 business days (instant for PayPal balance).

8.2 Credit / Debit Cards: Processed within 5 to 15 business days depending on issuing bank processing speed.

Article 9: Sampling Recommendations for Bulk Orders

9.1 Sampling Advice: As the website lacks live preview, for bulk or high-value orders, customers are strongly recommended to order 1–2 sample pieces for physical verification prior to mass production.

9.2 Bulk Order Disclaimer: For bulk orders placed directly without prior sampling, if finished goods match submitted artwork files, refund/return claims based on physical texture or visual gap will NOT be accepted.

Article 10: Allocation of Shipping Fees & Customs Duties

10.1 Merchant Responsibility: For damaged, defective, or incorrectly sent items, CustoMew covers full refund or re-shipping costs without requiring return of defective items.

10.2 Customer Responsibility: Re-shipping costs resulting from wrong addresses, tax ID refusal, or delivery rejection must be borne by the customer.

Article 11: Official Support Contact Information