Shipping & Return Policy

Production and shipping timing

Personalized products require production time before shipment. The production window shown on a product or order confirmation is separate from carrier transit time. We will only advertise a shipping time when we have a reasonable basis to expect we can meet it.

• Orders ship to the address provided at checkout; review it before submitting the order.
• If we cannot ship within the promised time, we will notify you and let you agree to the delay or cancel the affected unshipped item for a prompt refund.
• Business, bulk, and proof-dependent orders may have individually quoted schedules.

Tracking and delivery

When available, tracking is sent after carrier acceptance. Carrier scans and delivery estimates are controlled by the carrier and are not guaranteed by Craftenzo. Contact us promptly if tracking shows a delivery problem, and we will help investigate.

Damaged, defective, or incorrect items

If an item arrives damaged, materially defective, or different from the personalization you approved because of our error, contact us within 7 calendar days of delivery. Include the order number, a description, and photographs of the product and packaging. Keep all packaging until we respond. After review, we may repair, replace, remake, or refund the affected item as appropriate.

Personalized items

Personalized and made-to-order products generally cannot be returned or exchanged for preference changes, buyer-provided spelling or artwork errors, or reasonable material and color variation. This does not affect remedies for damage, defects, an incorrect item, or our production error.

Eligible non-personalized returns

Ready-made, non-personalized products may be returned within 14 calendar days after delivery if unused, unwashed, unaltered, and in original condition and packaging. Contact us before sending anything. Original shipping charges are not refundable unless the return results from our error, and return shipping may be deducted where permitted.

Refund timing

Approved refunds are issued to the original payment method. Financial institutions may take additional time to post the credit. We do not issue refunds to a different person or payment method except where required by law.