Return, Refund & Content Submission Policy

Last Updated: November 23, 2025

1. Overview

Thank you for shopping with CustoJoy. We specialize in print-on-demand products that are fully customized based on your unique requirements. Because every product is made specifically for you, our policies for cancellations and returns differ from traditional retail stores. This document outlines your rights and responsibilities when using our website, https://custojoy.com/.

2. Order Cancellation

To provide fast turnaround times, our production window is strict. Cancellation Window: You may cancel your order within 12 hours of placing it for a full refund without penalty.
  • After 12 Hours: Orders automatically enter the production queue and cannot be cancelled.
  • Expedited Orders: Orders placed with expedited shipping may enter production sooner than 12 hours; these cannot be cancelled once processing begins.
  • How to Cancel: Contact us immediately at [email protected] with the subject line: “Order Cancellation Request – [Your Order #]”.

3. Return & Refund Policy

We want you to love your custom gear. However, because our products are made-to-order, we cannot accept returns for “change of mind” or subjective preferences. We DO NOT offer returns or refunds for:
  • Customer errors (e.g., incorrect size selection, spelling mistakes in your text, low-quality image uploads).
  • Subjective dissatisfaction with the design style or color settings chosen by the customer.
  • Shipping delays caused by third-party carriers or force majeure events.
We DO offer free replacements or refunds if:
  • Defective/Damaged: The item arrived torn, broken, or with a visible print defect.
  • Wrong Item: You received a different size, color, or product than what is on your order confirmation.
  • Poor Print Quality: The print significantly differs from the preview/mockup (e.g., blurry or wrongly positioned by our production team).
How to File a Claim:
  1. Notify us at [email protected] within 14 days of delivery.
  2. Attach clear photos of the issue (close-up of the defect and the full item) and your Order Number.
  3. Do not return items until you receive instructions from our team. In many cases of damage/defect, we will send a replacement without requiring a return.
Refund Processing: If a refund is approved, it will be credited back to your original payment method within 1-5 business days. Please allow your bank an additional 3-7 business days to post the transaction.

4. Content Submission & Copyright

By uploading or submitting any content (images, logos, text) to CustoJoy, you certify that:
  • You own the rights to the content or have explicit permission to use it.
  • The content does not infringe on any third-party trademarks, copyrights, or publicity rights.
  • The content is not offensive, defamatory, or illegal.
CustoJoy reserves the right to cancel orders containing:
  • Hate speech, violent imagery, or discrimination.
  • Unauthorized copyrighted material (e.g., brand logos, famous characters).
  • Content deemed inappropriate for our production standards.
By submitting content, you grant CustoJoy a non-exclusive, royalty-free license to use said content strictly to fulfill your order.

5. Contact Information

We are here to help. If you have questions regarding this policy, please contact us.
  • Email: [email protected]
  • Physical Address: 1209 Mountain Road Pl Ne Ste N, Albuquerque, NM 87110, USA
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