Return & Refund Policy

We want you to feel confident when ordering from CrystalSub. Because our products are personalized and made for each customer, please review your order details carefully before placing your order.

Processing Time

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.

Order Changes & Cancellations

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.

Personalized Items

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.

Eligible Issues

If your item arrives damaged, defective, incorrect, or not as ordered, 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, such as a replacement, refund, or store credit.

Non-Returnable Situations

• Change of mind or no longer wanting the item
• Customer-provided customization errors, including spelling, names, dates, images, or other submitted details
• Incorrect shipping address provided by the customer
• Packages marked as delivered by the carrier with delivery proof, even if the customer states they did not receive the package
• Shipping delays caused by the carrier after the order has shipped
• Unauthorized returns sent without contacting us first

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. Original shipping fees are non-refundable unless the issue was caused by us.

Refunds

Once an approved return or claim is reviewed, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method. Please allow 5-10 business days for the refund to appear, depending on your bank or payment provider.

Contact Us First

Please contact us before sending any return. Unauthorized returns may not be accepted.