FAQ

Frequently asked qustions!

-Step 1: Select the gift you want, with the correct model, quantity, and then complete the order.

-Step 2: Send us your logo file to hit the sample, after the sample confirmed. Will prepare the order as sample shows and then deliver.

-STEP 3: Offline Order: We’re here for you all the time. When you want to place the offline order. Please contact us by mail with the SKUs, quantity, logo details and we will respond you in 24 hours.

 

-10Customize hires DHL FedEx UPS and economical shipping couriers to process order shipment and ship to worldwide countries and regions. You will receive a tracking number after arranged a transfer. With tracking number, you can find out where your shipment is. 

-1. Fast commercial express couriers (3~6 days):
DHL, FedEx, UPS and TNT, EMS

-2. Express lines to certain countries (7~12 days) :
-No customs duty normally, faster than airmail but slower than DHL/FedEx, 96% ---delivered rate (higher than airmail)
-USPS to United States
-Canada Post to Canada
-Germany Express line to Germany
-Italy Express line
-Royal express line (7~12 days)
-Collissimo to France (8~12 days)
-Spain express line
-Austria express line
-Brazil express line
-Sweden express line
-South Africa express line
-ARAMEX to Middle East Countries
-Australia Express line

-3. Registered Airmail:
-ePacket (10~15 days), HK Post, Singapore Post, Sweden Post, SF Airmail

 

-If the package is lost, broken, or stolen before it reaches you, 10Customize will re-send the goods or give a full refund. In practice, such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.

-If receive products in a damaged condition. In such a scenario you must raise the issue immediately with the courier or delivery company. Through the correct reporting process, the goods can be handed back to the courier and 10Customize will send new goods or give a refund. If you do not immediately follow the courier's reporting procedure, and thus no adequate documentation is available to prove the goods arrived damaged, we will offer advice on a case-by-case basis about whether you can return the goods to China for replacements or a refund.

-If a shipment is the delay, turned back, or seized by Customs. If the Customs issue was your responsibility, you are liable. If the failed delivery was due to mishandling by 10Customize, you would receive compensation when solve the case. Such cases are unusual, but it is important you are aware of your responsibilities in such a situation. 

- You can chat with us online via Live Support, or send us an email to info@10customize.com.