FAQs

How do I personalize my order?

Choose the product you want, enter or upload the required personalization details, and review everything carefully before checkout. Please make sure names, dates, photos, spelling, and other custom details are correct.

Can I change my personalization after placing an order?

You may request changes to your personalization details within 24 hours after placing your order. After 24 hours, your order may enter production and cannot be changed or cancelled.

How long does it take to make my personalized item?

Personalized and made-to-order items usually require 5-10 business days for production and processing before shipment. This processing time does not include shipping transit time.

How long does shipping take?

Shipping transit times depend on the destination and carrier. Delivery times are estimates and may be affected by customs, carrier delays, weather, holidays, or other circumstances outside our control.

Can I return a personalized item?

Personalized, custom, made-to-order, final sale, and special-priced items are not eligible for return or exchange unless there is a quality issue, the item arrives damaged, the wrong item is received, or the customization does not match the confirmed order details due to our error.

What if my item arrives damaged or incorrect?

Please contact us as soon as possible with your order number and clear photos or videos of the item, packaging, and shipping label. We will review the issue and offer an appropriate solution.

What if tracking says delivered but I did not receive the package?

If the carrier marks a package as delivered and provides delivery proof, we are not able to offer a refund or replacement for a package reported as not received. Please contact the carrier directly and check with household members, neighbors, building staff, or your local delivery office.

Who pays return shipping?

If a return is approved because of our error, a damaged item, a quality issue, or an incorrect item, the customer will not be responsible for the return shipping cost. For any approved return caused by the customer, the customer is responsible for the return shipping cost.

How can I contact customer service?

You can contact us at service@crystalsub.com. Please include your order number when asking about an existing order.