FAQ

Behind every order is a moment someone wanted to keep. Here's everything you might want to know while your gift makes its way to you — and if a question isn't answered here, we're one email away at service@customsolo.com.

Ordering & Payment

What payment methods do you accept?

We accept PayPal and credit/debit cards — Visa, Mastercard, Discover, and American Express. We currently do not accept personal checks, money orders, bank transfers, or cash on delivery.

What should I do if my payment is declined?

First, double-check your card details — expiration date, cardholder name, security code, and billing address — and make sure you haven't exceeded your card limit. If it still doesn't go through:

• Try a different card or payment method
• Use PayPal as an alternative
• Contact your bank for assistance

Can I change my order after placing it?

Yes — as long as it hasn't shipped yet. Email us at service@customsolo.com with your name, phone number, order number (if available), and the updated details. If it's after business hours, leave a detailed message and we'll take care of it first thing. Please note: once an order ships, it can no longer be modified.

Shipping & Tracking

How long will it take to receive my order?

It depends on where you are and the shipping method you choose:

• Standard Shipping: most orders to the US, UK, AU, NZ, and CA arrive within 15–25 business days.
• Express Shipping: faster delivery via DHL, UPS, or EMS — contact us for details and discounted rates.

During peak seasons like Halloween and Christmas, delivery may take a little longer — local postal services get busy too.

How can I track my order?

Orders over $15 include a tracking number, sent to your email within about a day of shipping. Orders under $15 ship via standard air mail and may not have full tracking. For any tracking questions, reach us at service@customsolo.com.

Will I be charged customs duties or taxes?

Prices on our site are shown tax-free in US Dollars. Depending on your local customs regulations, duties or customs fees may apply at delivery — these are set by your local customs office and are not covered by us. In our experience, only about 0.03% of packages are affected. If you need documentation to help clear customs, we're happy to assist.

Lost or Damaged Orders

What if my order doesn't arrive, or arrives damaged?

If your parcel hasn't arrived within 60 days (a little longer during peak seasons), we'll refund you 100% — guaranteed. If something arrives damaged or defective, contact us within 7 days of delivery with your order number and photos of the item and packaging, and we'll make it right.

How long does a refund take?

• PayPal: refunded directly to your PayPal account.
• Credit/debit cards: refunds take 7–14 business days to appear, depending on your bank.

Returns are processed within 3 business days of receiving your package. For refund status questions, your bank or PayPal can give you the most up-to-date answer.

Promo Codes

How do coupons or promo codes work?

Enter your code in the Promo Code field at checkout and the discount applies automatically. One coupon or promo code can be used per order.