Frequently Asked Questions

A “customized” item means you have selected a blank item that we offer and used our Customizer to add text, designs and/or images to the product.

While in the customizer, when you click “Add to Cart” this now personalized item will be placed into your cart with the changes you made and will be purchasable.

Once you submit the order with the item, we get started right away processing everything.

In the end, you will receive a one-of-a-kind item that you made online with your imagination. These items are also perfect for those gifts or occasions where you want to get the recipient something that they can't get at the store, so instead, you create them something.

Printed apparel (direct-to-garment [DTG] & direct-to-film [DTF])

We use the latest direct-to-garment (DTG) and direct-to-film (DTF) printing technologies to offer a wide variety of printable garments and design color options. We use high-quality inks that won't fade peel or crack for a long time if taken care of properly.

Direct-to-garment printing (DTG) is a printing technique where a garment is pre-treated with a bonding agent, and then ink is jetted directly onto the garment. The ink then soaks into the fibers of the garment, locking into them through the bond the pre-treatment makes between the garment and the ink. The process is similar to printing on paper.

Once printed, the garment is carefully removed from the printer and placed onto a conveyor dryer to evaporate the pre-treatment and cure the ink, resulting in a durable, lasting print that feels smooth to the touch.

Our direct-to-garment digital printers use water-based vegan inks that the printer manufacturer itself formulates, tests, and produces in its own ink factories, maintaining the highest quality. The inks are non-hazardous, toxin-free, biodegradable, and contain no animal by-products. 

Please understand, direct-to-garment [DTG] is a process in which ink is directly printed onto the product. This means there is ink sitting on-top of the fabric and will have a slight feeling to it - sort of rough rubber like. It has minor stretch capability and if over stretched could potentially damage the design. Also if the following care instructions are not followed, the design may degrade quicker.

Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG and DTF printing process. So we suggest following the care instructions in this section to learn how to take care of your printed garments properly for longest lasting results.

CARE INSTRUCTIONS:

• Machine-washed cold
• Inside-out on a gentle cycle
• Mild detergent
• Like colors
• Use non-chlorine bleach only when necessary
• You shouldn't use any fabric softeners or dry-clean the items.
• Can be tumble-dried on a low cycle, but hang-dry works best. When it comes to ironing, use medium temp iron and turn garment inside-out. Don't iron the print.

Following these instructions carefully will help to avoid fading and cracking of the print from shrinking the garment that can occur if you wash or dry it on a hot/high setting.

Printed apparel (sublimation)

We use high quality dye-based inks that are CPSIA certified safe. Our in-house materials are also Oeko-Tex™ certified. The process is permanent and will last a lifetime and depending on the product it could outlast even the product itself (ie. a t-shirt may get worn a lot and rip or tear but the artwork will still be there)

Meaning, the design will never fade, crack or peel off for any reason. We guarantee that or your money back!

The “feeling” of the embellishment is also non-existent, you won’t even know its there unless you look – it becomes one with the product. The sublimation ink turns into a gaseous state and infuses with the material when heated. It literally dyes the fibers or coating which makes it 100% permanent. Perfect for things like rough contact sports, hard excerise, situations where the fabric will be stretched and pulled.

CARE INSTRUCTIONS (to always keep looking like new):

• Machine-washed cold
• Like colors
• No bleach
• No dry-clean
• You can iron it with a medium heat setting
• You can also tumble dry medium heat in the dryer - the design will be fine but the product itself may shrink (depending on product) which could have a slight negative impact on the 'look' of your design. We recommend hanging clothing like shirts if possible.

Following these instructions your sublimated apparel should last past hundreds of washes.

Posters and Canvas

To ensure that your posters and canvas last for a long time, don’t keep them in direct sunlight or outdoors. They can be gently dusted with a soft dry cloth or a feather duster.

Phone Cases

To clean a phone case, remove the case from your phone. Add a little mild soap to water, and dampen a cloth or sponge with it. With the damp cloth, rub your case gently in circles. Let your case air-dry at room temperature.

It's recommended not to use any alcohol-based products as they could possibly remove the ink and discolor the case.

Yoga Mat

To help eliminate any odors, fill a spray bottle with water and add a few drops of essential oil like tea tree. Spray the mat and dry it with a towel.

Gently wipe a dirty or stained mat with a dry towel. For deeper cleaning, use a towel soaked in mild soap and water and clean the mat thoroughly. Then, let the mat air dry or use a dry towel.

Delivery Times

The following times are rough estimates and could fluctuate depending on the product and time of year (the busy holidays could delay up to 1-3 extra business days)

• All-Over Printed products: ~ 8-12 business days
• Most other products: ~ 6-10 business days
• Some products may have shipping exceptions (quicker or longer) - please check product details on the product's page for possible changes.

All of our products are designed and/or made at the time of order (including our 'Pre-Designed' products).

This is to help with overproduction and product waste so we can do our part in creating a greener environment.

We appreciate you supporting this cause with us.

Please contact us if you have any questions.

Generally, if you are able to customize the item then the item is in stock. But there are a few exceptions.

There are some items at certain times that have what is called stock volatility. This means that while one hour the item can have hundreds in stock (of that particular color and/or size), the next hour it may have 0 in stock. Sometimes some of these items will be replenished fairly quickly at the warehouses so the wait to order it might only be a short time (can be a few days up to a few weeks).

During ‘Order Review‘ we will be going over the items and the stock availability so you would be notified during this time of any complications. In this rare case, you will be given the following options:

A.) Remove the item(s) that is/are currently out-of-stock, then continue with the order
B.) Set order to On Hold until the item(s) return in-stock for purchase, then purchase all items and continue with order.
C.) Cancel entire order

Yes,

you can purchase these just the way you see them or click/tap the button that says "Modify this Design" to customize it before purchase.

You can view our Terms of Service here: Terms of Service (opens in new window/tab)

You can view our privacy & cookie policy here: Privacy & Cookie Policy (opens in new window/tab)

Yes.

We utilize a fully encrypted SSL (Secure Sockets Layer) through world renown Google Trust Services that encodes/encrypts all the processed data you see and type throughout the site. This creates a secure environment so while entering any sensitive data (shipping/billing info) it will be transmitted securely.

We also use a Payment Processor through PayPal, Amazon Pay, Google Pay & Apple Pay. Which means the only data we process/store is your name and address, our payment processors verify the rest – we never store, process or see this information.

Of course, but if for any reason the items you ordered are incorrect when you receive them, please reach out to us immediately. We will want to remedy that problem ASAP so you can be happy with your purchase.

There are no minimum quantity or monetary amounts for any order.

This is because everything is made (or customized) at the time the order is submitted

Order one or 100, the choice is yours.

This depends on a few factors:

• This image must be in a modern format, JPG or PNG
• This image must not be a tiny image (resolution wise, the longest side should be at least 2500px minimum though 5000px is recommended for most items with a DPI of 300). The customizer will give you a warning while customizing if your image is low resolution and will tell you what size it should be for the size you want the image to be.
• If the image is blurry the end product will be created with this blurry image

If you are happy with the image and it meets your requirements, then yes, you can use this image for any product you see in this store.

How you ask? Simply choose a product then select "Customize". Once you're in the customizer you are able to choose to "Upload/Add Image". This allows you to log into your Facebook or Instagram account which will then allow you to choose any image from those accounts. As a privacy factor, we do not store any login data or any of your Facebook/Instagram data. All your information is encrypted during signin. Also, the images you upload/add to the products do not get stored by us and are deleted after creating your product.

You CAN add as long as:

• You own the rights and permission to use the image (we ask that you respect the work and creative rights of others. You need to either own the content you submit to our online Customizer, or have the rights to use, display, and resell it. Content must comply with right of publicity, trademark, and copyright laws.).

You CANNOT add as long as:

• Your image/graphic contains anything illegal or hateful content
• Your image/graphic contains anything copyrighted, like a sports team logo, brand logo, people like celebrities, etc.
• Your image/graphic depicts pornography/nudity of any kind, obscene content, or content that depicts, promotes or praises crimes, illegal or otherwise harmful activities, terrorism and/or individuals, groups or organizations promoting any of the aforementioned will also not be tolerated. 
• Your image/graphic contains content that expresses hatred towards or attacks on any person, group and/or their protected characteristics (such as but not limited to age, race, ethnicity, gender, gender identity, sexual orientation, religion, or disability).
• Your order will be denied if these rules are not abide by.

Yes, 97% of what you submit will be identical.

The 3% is because of some minor variances in how it will make it to you:

• Every device screen will produce a slightly different color tone and brightness - because of this, on your phone the image may have green in it, but on another device that green may be more yellow, lime or forest. This includes while customizing, because you're using a screen at the same time.
• Camera quality that took the photo - some cameras produce a more saturated overtone that can cause real-life objects to look slightly different. The camera could also render colors slightly different than real-life. This will translate directly to your product, how the photo was taken is how your product will look in the end.
• Printing equipment may render the image colors slightly different than what was submitted (i.e. You may have submitted a RGB image while our equipment may use CMYK or vice versa).

In the end, we strive to make sure it is as close to what you submit as possible. If necessary, we will attempt to boost the lighting as well as contrast on the image to give you the best end result. But unfortunately, if the source is in bad shape (low/bad quality image), ultimately, your product will get made with that. Fortunately, you should be able to see this in the customizer before adding to cart.

Please view our return/refund policy about this. As a summary, please understand slight variation in color of what you submitted is the nature of this process and we cannot provide a refund if the color of the design is slightly different than what you expected. This is all custom after-all. We appreciate your understanding.

No, we do not.

We use PayPal for all payment methods including Credit/Debit Cards like Visa®, Mastercard®, Discover® & American Express®. If you have a PayPal account already, it is as easy as signing into your PayPal account during checkout - you do not need an account with Custom Exclusives to use PayPal (but an account with us is highly reccomended so you can follow order updates easily).

PayPal takes your payment information/CC data that you enter and processes it on their system – not CustomExclusives.com.

We do not see, validate or store any of your payment or login information. Our system simply communicates with PayPal to get the confirmation that you have entered into a ‘payment’ agreement for that order [to be charged]. You are being charged through PayPal on behalf of CustomExclusives.com

When choosing PayPal, the charge you will see on your financial statement is:
POS Withdrawal (FIS) PAYPAL *CUSTOME PAYPAL *CUSTOMEXCLU

No

There is a payment holding called Authorization. This simply takes your payment information and creates a pre-binding invoice with the amount you saw (and authorized for) on your order form.

We then review the order to make sure it can be completed without any complications. If everything checks out, then you are charged the amount you authorized.

If something changes during order review then it can delay the charge, but you will be notified of these changes.

Complication examples:
A) If an item you chose actually ends up being out of stock at the time of your order review (possible based on warehouse stock volatility)
B) If you contact us after order submission and decide to change quantity of an item
C) The order contains artwork that violates our Acceptable Content Policy (details about this above)

If the original order amount was for ie. $100, but an item is removed or quantity is deducted resulting in $10 less, your payment method will be charged ONLY $90.

You will never be charged more than you authorized at checkout.

When choosing PayPal at checkout, the charge you will see on your financial statement is:
POS Withdrawal (FIS) PAYPAL *CUSTOME PAYPAL *CUSTOMEXCLU

We currently use PayPal for PayPal accounts (as well as debit/credit cards).

We also accept the usual MasterCard/Discover/Visa/AmEx/Diners Credit Cards after selecting "PayPal" as the payment method during checkout.

When choosing PayPal, the charge you will see on your financial statement is:
POS Withdrawal (FIS) PAYPAL *CUSTOME PAYPAL *CUSTOMEXCLU

When you enter your payment details and submit your order, there is only an ‘Authorized’ or ‘Pending’ status placed on the charge. This means you have not been charged yet but your payment details are ready to be charged (and are currently on hold).

Only after your order is cleared during the ‘Order Review’, will CustomExclusives.com then charge your payment method by the amount of the order.

You will NOT be charged unless your order successfully passes the ‘Order Review’ process. If it cannot pass the ‘Order Review’, you will be notified and we will proceed from there.

Generally, 95% of the time this will not occur. Because of the way we process orders (more info under ‘The Process’ tab > Am I immediately charged?), we review it all prior to charging you.

Once you are charged, the remaining 5% chance that something happens would be a mistake on our part or a defective item from the warehouse. If anything like this happens, you will be notified right away. If you end up wanting a full refund in this case (and order canceled or item removed), we can do that – no problem. If you don’t mind waiting for us to re-order replacement items (which would happen ASAP after you okay this delay) we will do this of course with no extra charge to you (just an unfortunate time delay).

We strive to make this not happen, but unfortunate events can occur so we will keep you in the loop every step of the way.

If you choose PayPal, the charge you will see on your financial statement is:
POS Withdrawal (FIS) PAYPAL *CUSTOME PAYPAL *CUSTOMEXCLU

If you choose any other:
POS Withdrawal (SP) CustomExclusives [phone number]

You can return item(s) with a few stipulations:

• There is a 21-day return window after receiving your order.
• Returns are only for defective or incorrect items/customizations.
• Defective: if there is something wrong with the actual item
• Incorrect item: if you received the wrong item than what you ordered
• Incorrect customizations: this means the design was not recreated the way you submitted it. We strive to make sure we are as accurate as possible when producing what you want, but in the case where we make a mistake, we will review it for a refund. But please also understand every product is manually decorated and not done by an automated machine, so very slight differences from what you submitted will not be considered a “defect”.
• Refund if package is lost
• Refund if items are damaged on arrival (take photo of damaged box before opening)
• Refund if not delivered in 30 days

You will receive a return shipping slip once the refund is approved.

Unfortunately, we cannot do a refund if you “don’t like it” or if it doesn’t fit (for apparel). Everything is made on demand with the designs you see, so requesting a size exchange would mean producing an entirely new product. Please follow our size guides closely.

So unfortunately, we can only approve of a refund IF the requirements above are fulfilled. We apologize for this inconvenience.

Please contact us if you have any questions.

Unfortunately, customized items cannot be exchanged. Because the nature of the item (it being custom), we cannot trade it out for another item.

For a non-customized item, like a pre-designed product that was not modified, we offer up to 21-day exchange, but you'll need to pay shipping both ways (back to us, back to you).

We apologize for this inconvenience.

Please use the ‘Contact’ form or click HERE and submit your order/item information (please include order number + the SKU of item you are requesting RMA for). We will review it and respond back to the e-mail you enter.

Make sure it is within 21 days of receiving the item

The monetary refund amount takes approximately 6-12 business days for it to be back into your account, based on your financial institution policies.

Once a refund is initiated, you should see a pending transaction in your bank account for the refunded amount within 1-3 business days. This timeline to post the transaction ultimately depends on the card-issuing bank.

Note: Pending transaction notifications currently apply to payments made with Visa, American Express, or Mastercard. Pending transaction notifications will not apply for payments made with other card networks.

The full refund time frame can take anywhere between 6 and 14 business days. It can take between 3-6 business days for the payment to initiate, then once the refund is processed and sent to your card issuing bank, it can take another 3-8 business days (depending on the bank’s processing speeds) for the refund to post to the your account (be accessible).

You will automatically receive updates as your order progresses to the email you entered when you submitted your order.

As another option, if you created an account (or wish to now using the email you used to submit the order) simply log in to the account by going to the top of the page where it shows a person icon and entering in your account details.

Once in your account, you'll immediately see your recent orders. Here it will show which status the order is in under the column named “Status“. If you have multiple orders and wish to know more details simply select “View Order” to get more info.

On the “View Order” page it will show you the progress your order is making and what status it is currently in. It also shows you details of your customized products.

First, please contact us right away using the ‘Contact’ form or by clicking HERE. We will want to fix this ASAP!

If you’d like to simply return the defective item for your money back, we can do that no problem. Please see the [Question] above for return instructions.

But if you want a replacement, we can do that as well. Simply follow the return instructions (listed in the [Question] above) but still contact us as well so we know that you wish to have a replacement prepared and made.

We can discuss further details of what you want to do when you contact us.

Check ‘My Account > Orders > Order #’ for order status – use the contact form or click HERE to inform us of any changes.

–As long as your order is still listed as ‘Unfulfilled’ and 'Authorized' status (in general, this is usually around 2-6 hours long during business days), then you can still:

• Cancel the order
• Remove an item
• Decrease the QUANTITY of an item (an increase requires a new order)
• Request minor changes to a customization on a product – major changes would require a new order with the item and its changes in question.

–If your order says 'Fulfilled' and 'Paid' the window to modify or cancel is closed. 

Please contact us right away regardless and we will see what we can do to accomodate.

Delivery Times

The following times are rough estimates and could fluctuate depending on the product and time of year (the busy holidays could delay up to 1-3 extra business days)

• All-Over Printed products: ~ 8-12 business days
• Most other products: ~ 6-10 business days
• Some products may have shipping exceptions (quicker or longer) - please check product details on the product's page for possible changes.

All of our products are designed and/or made at the time of order (including our 'Pre-Designed' products).

This is to help with overproduction and product waste so we can do our part in creating a greener environment.

We appreciate you supporting this cause with us.

Please contact us if you have any questions.

If you wish to make changes to a customized item, please contact us right away. As long as your order is still listed as ‘Unfulfilled’ AND 'Authorized' status (in general, this is usually around 2-6 hours long during business days) we should be able to work something out.

During 'Unfulfilled' & 'Authorized':
Depending on the changes required, we might be able to simply take your request, make the changes you wish and send you back a mock-up with the changes to see if that is what you wanted. Unfortunately, there is no way to do this without contacting us as once the order is submitted there is no way for you to manually make any changes.

During 'Unfulfilled' & 'Paid': 
If you were charged but the products have not been started on yet, it might end up being easier to simply have you choose to “re-order” that item from your account on this website (this way you can keep your previously created design to start from rather than starting from scratch) and we will cancel and refund you for the previous item.

When you click re-order you can edit the item from your cart. You will need an account to “Re-Order” though, otherwise without an account you’ll have to re-customize the item manually with your desired changes.

During 'Fulfilled' & 'Paid':
It is unfortunately too late, your products have already been customized and created - they could already be on their way. You will have to re-purchase the item with the changes you want, as a new product.

Yes, before being charged, if you have an order amount of say $100 and want to remove a $10 item the “invoiced” charge will be for $90, not $100. The invoice slip will reflect this.

STIPULATION: Once the order has been charged to your card (passing initial order review and is now processing) we can no longer modify the order – it would have to be canceled, refunded and re-created with the changes. And depending on when you canceled there may be a 5-10% fee for canceling as we may have already started working on your order. But reach out to us regardless and we will try to help any way we can.

The only data that we retain in our system is your Account Info (name/addresses) so when you make orders it can auto-fill this in. This also helps you for record keeping for all the orders you have previously made. Having an account also helps for future purchases allowing you to select "Reorder" for any previous orders. A simple 1-click puts those items into your cart ready for checkout, including customized items (as long as they are in-stock).

This "Account Info" stays in the system until your account is deleted. Simply contact us if you wish to have your account removed.

The actual payment information (CC #/data/etc.) is used and processed ONLY by the Payment Processor (Square [Block, Inc.], PayPal, Google Pay, Apple Pay & Amazon). We do NOT store or process any of this information on our system.

Yes,

If you sign into your customer account you’ll be able to save your payment information with our Payment Processor: PayPal. When you save this information it does not get saved to our system but with PayPal and your account simply links to their system to retrieve that information during future use. This makes it very secure as we do not handle any storing of your financial information, PayPal does which has the utmost security with billion dollar infrastructures in place.

If you don’t save your payment information on this website but you have a PayPal, Google Pay, Apple Pay or Amazon account with save payment methods, simply log into the accounts you have with them (no account with us is necessary for this) and you will have access to any payment information you saved with them to use on this website during checkout.

Yes & No

When you sign up for the Wait-list pertaining to the Stock of a product, your email address is stored only until that product comes back in stock. Once the product is back in stock, your email address is automatically erased from our system.

We do not retain this information once a product is back in stock, at which time the email address is deleted.

We also do not use this information (your email address) for any other purpose other than for our automated system to alert you of the product(s) being back in stock.