1. Not Happy with Your Order

If you are not happy with your purchase, please contact us via support@customngo.com. Our customer service team will review your request and send out further instructions (case by case).

2. Damaged or Low-Quality Items

If the product is defective or does not properly function as advertised, please kindly reach out to us via support@customngo.com

To proceed with the returns & refund quickly and effectively, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. We’ll send you replacements as soon as we confirm the situation, and you don’t need to return the defective ones. We need those information because we will use it to help you with your order, and eliminate errors in the future.

Ideally, the items should be photographed on a flat surface, with the tag and error clearly displayed.

Caution: This warranty only covers manufacturing defects and does not cover:
– Damage caused by accident
– Improper care
– Normal wear and tear
– Break down of colors and materials due to sun exposure for a long time
– Aftermarket modification

Note: Our policy may last [14] days from the arrival date. If [14] days have gone by since you received the item, unfortunately, we can’t offer you a full refund or replacement.

3. Did not receive your product

  • If your tracking information shows that your package was delivered but you can’t find it:
    • Carrier may have placed it in a safer location, please check:
      • Mailbox
      • Porch
      • Garage
      • Any area out of potential weather hazards
      • Exterior doors and any locations where the package could be placed
    • Check your mailbox again as some packages come separately from your regular mail.
    • Check with others in your house that may have accepted it.
    • In rare cases, package may show as ‘delivered’ but could take additional 24 hours.
       
  • If the package couldn’t reach to you, but no error in tracking link, it’s because of the local facility. The first step you should do is calling your local Post Office. In some cases, there would be a problem with last-mile delivery that we couldn’t control, and your package is being held at your local post office. If you call them, you can come and pick it up or have them deliver the item to you right away.
  • If you don’t receive the package and its status in tracking link is in error status, we’re happy to send you a replacement or issue a full refund, no question asked (in case your shipping address is valid) 

Note:
– Refunds can be submitted within 30 days after receiving your order for most items.
– The refund will go back to your account in 2-5 business days, depending on your bank’s progress or Paypal’s process.

4. Wrong Address – Delivery Failed

Once item(s) is shipped, we can not change shipping address. If you filled wrong shipping address when placing order, we don’t accept any return/refund/reship, because those are made-to-order products, and we do not re-stock them. When any order is resent to us, we will donate them to non-profit organizations.

Please be responsible for your address, and consider before purchase.

5. Wrong Size

As written above, our products are made-to-order, so they’re unique. We don’t accept any return and refund for these cases (because even we receive your return, we can not sell it to other customers). Please check size chart carefully before placing your order. We put size chart clearly on both every Product page, Header menu and Footer menu.

If you chose wrong size, please send us an email within 6 hours of placing order. We will try to help you to change to correct size before put in the production line. After 6 hours, we couldn’t help you.

6. Forgot applying coupon?

We do not have a process to make refunds for promotions with discount codes if customers forget to enter in the Cart page.

If the customer forgets to enter the promo code at checkout, we cannot refund in cash. Paypal does not allow us to abuse that service. Your money is protected by Paypal, and so is our business’ cash flow.