Return & Refund Policy

Last Updated: February 6, 2026

These are the terms and conditions (the “Policy”) that apply when you make a purchase from CustoJoy. By placing an order for merchandise through our website, you accept this Policy and agree to be bound by it.

Because these terms are subject to change, we recommend checking this Policy whenever you place a new order. If you have any questions about this Policy or any aspect of your order, please contact us at https://custojoy.com/contact-us/.

1. Cancellation Policy

  • 12-Hour Window: You may cancel your order within 12 hours of completing your purchase for a full refund.
  • Processing Status: After 12 hours, cancellations are no longer available, as the order will already be in the technical production stage.
  • How to Request: To request a cancellation, please email us as soon as possible with your order number at [email protected].

2. Returning Goods

We want your order to be exactly as you expected. Since we specialize in personalized apparel and custom T-shirts, please double-check product details (size, color, and spelling) before submitting your order.

CustoJoy maintains a limited Return Policy. We only accept returns for products that are defective due to our fault, including:

  • Wrong size compared to the order details.
  • Incorrect design or print differing significantly from the product page.
  • Damaged goods upon arrival (e.g., tearing, breaking, or visible print defects).
  • Wrong style or item received.

IMPORTANT NOTE: Except in the cases listed above, we cannot accommodate returns or refunds for any other reason (such as change of mind or subjective dissatisfaction) due to the made-to-order nature of our items.

Returning Goods Process: 

If your order has an issue caused by us, please email us within 14 days of delivery at [email protected]. In your email, please include:

  • Your Order Number
  • Clear Photos showing the issue (defect, damage, or incorrect size tag)

Once verified, we will:

  1. Send a free replacement, or
  2. Issue a full refund

No return shipping is required in most cases. Processing a replacement takes 3–5 business days, and shipping follows our standard transit times.

3. Refunds

  • Payment Method: Refunds are issued to your original payment method (credit card, PayPal, etc.).
  • Processing Time: Once approved, your refund will be processed within 1–5 business days.
  • Banking Window: Your bank or payment provider may take an additional 3–7 business days for the funds to appear in your account.
  • Holidays: Processing time is calculated in business days only. Requests made on weekends or holidays will begin processing on the next business day.

4. Exchanges

We do not offer traditional exchanges in all cases. However, if the issue is caused by us (wrong size, incorrect design, or damaged item), we will handle it following our Returning Goods process above. Customers do not need to place a new order for an exchange replacement.

5. Contact Information

If you have any questions or need further assistance, please feel free to contact us.

  • Store Name: CustoJoy
  • Email: [email protected] 
  • Address: 1209 Mountain Road Pl Ne Ste N, Albuquerque, NM 87110, United States
  • Business Days: Monday to Friday
  • Business Hours: 9:00 AM – 5:00 PM 
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