Shipping & Return Policy

1. Shipping Regions

We ship to all countries outside mainland China. If your shipping address is in mainland China, your order will be automatically canceled and refunded.

2. Production Lead Time

Production lead time is shown on each product page (typically 5–14 business days) and begins after your artwork is approved and payment is confirmed. Lead times are estimates and may vary during peak seasons.

3. Shipping Methods

• Standard International: 7–15 business days, USD $25 flat per order.
• Express International: 3–7 business days, calculated at checkout (available in production version).

Tracking numbers are emailed once your order ships and are also visible in your account under Orders.

4. Customs, Duties & Taxes

International orders may be subject to import duties, taxes and customs fees imposed by the destination country. These charges are the responsibility of the buyer and are not included in our product or shipping prices. We cannot mark orders as "gift" or declare a false value.

5. Order Tracking

Once production is complete and your order ships, you will receive an email with a tracking link. You can also view real-time status (Paid → In Production → Shipped → Completed) in your account orders page.

6. Returns & Refunds

Because every eTrue-Custom order is custom-manufactured to your specifications, we do not accept returns for change-of-mind. However, we will gladly remake or refund your order in the following cases:

• The product is defective or damaged on arrival.
• The product differs materially from your approved artwork.
• The wrong quantity or wrong product was shipped.

To request a remake or refund, email support@etrue-custom.com within 14 days of delivery, including your order ID and photos of the issue. Approved refunds are issued to the original payment method within 7 business days.

7. Lost or Delayed Shipments

If your tracking has not updated for 10+ business days, contact us and we will open an inquiry with the carrier. eTrue-Custom is not liable for delays caused by carriers, customs, weather, or incorrect addresses provided at checkout. Please double-check your shipping address before placing your order.

8. Cancellations

Orders can be canceled free of charge within 12 hours of placement (before production starts). After production begins, cancellation is no longer possible.

9. Contact

Shipping or return questions? Email support@etrue-custom.com.