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CURRENT PRODUCTION TIME: ABOUT 2 BUSINESS DAYS
CURRENT PRODUCTION TIME: ABOUT 2 BUSINESS DAYS

FAQs

How long does it take to process and produce my order?

Our current production times will be shown in the announcement bar at the top of the page. During peak seasons this time may be extended, however we do our best to ship all orders as quickly as possible. Production time does not include any shipping transit time. If you requested a proof, this may extend the turnaround time as we await your approval. For custom design services, please allow 1 to 3 business days for design creation prior to receiving a proof. If required, please make sure to approve your proof in a timely fashion so we can get started on your custom item.

If you need this item quick, make sure to upgrade the shipping method to cut down on transit time or contact us with your deadline requirements.

 

How long will it take to get my order after it ships?

Delivery times vary with each shipping method and the distance from our shipping location. Below is are estimated transit times based on the contiguous 48 states.
Standard Economy: 2-10 Business Days
UPS Ground: Please see the map below (business days)
USPS: Ground Advantage - 1-5 Business Days
USPS: Priority - 1-3 Business Days
USPS International Priority: 3-10 Business Days
UPS Transit Map for outbound shipments originating from 32955All Custom Gifts cannot be responsible for any lost or stolen packages. We rely on the carriers to deliver your item.  It is highly

 

Why won't my coupon code work?
All coupon codes issued by All Custom Gifts have the following restrictions: All of our coupon codes are one time use per customer. You are able to use different coupon codes for different orders, but once 1 coupon code is used, it is no longer valid for repeat use. Coupon codes also expire or are valid for a limited time. Coupon codes and advertisements with no expiration date stated, expire 3 months after it was first issued. Please do not share coupon codes as this will result in the coupon code becoming invalid. Coupon codes are only valid to our retail customers and do not apply to our wholesale vendors. Coupon codes can not be applied to custom orders unless otherwise specified. 
 

I just purchased an item, now it's on sale. Can I get it for the sale price?
If you purchased an item within the past 72 hours and it is now offered on our website for less, we will issue you a credit for the difference. Please email us at hello@allcustomgifts.com with your name, order number and the item(s) that have been reduced in price.  Not valid on Free Shipping, Coupon Codes or any other Special Offers. Applies to product price only.
 
 
Are there any restrictions for the Free Shipping offer?
Most Free Shipping offers will apply to orders within the contiguous 48 states. If a coupon code is not required, the free shipping option will appear during checkout. All Free Shipping options will be for standard ground shipping services. If you wish to upgrade your shipping, you may do so during checkout. If you have any additional questions, please email us at hello@allcustomgifts.com

What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, the Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

When Should I File a Claim?
Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. 
  • Please note, some order issues may require a police report to be filed.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? 
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.


My USPS package didn’t arrive. What happens now?
We understand that sometimes packages go missing or get marked as delivered and don’t arrive. All Custom Gifts cannot be responsible for lost or stolen packages. We highly recommend adding Route Package Protection to your order.  If you have an order without any package protection, please contact your local USPS office or the mail carrier directly USPS to resolve the issue quicker. Whenever you suspect a package is lost or stolen, the first step to take is to begin a Missing Mail Search. This can only be completed 7 Days after the ship date. The USPS will begin searching their sort facilities and trucks to try and find your item.  If USPS determines the package was delivered, you’ll have to treat it as a stolen package. If USPS cannot find the package, you will need to file a claim for your loss. Only after a claim is completed can a resolution be made.