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πŸ’° FREE SHIPPING FOR ALL ORDERS OVER 100$
πŸ’° FREE SHIPPING FOR ALL ORDERS OVER 100$

FAQs

  • + Do I need an account to place an order?
  • + How do I subsribe/unsubsribe to your email address?
  • + Do you accept personal requests for specific designs?
  • + How can I change or remove items in my cart?
  • + How are your shirt sized?
  • + What materials will my tee/hoodie/sweatshirt be used?
  • + What are the brands used for shirts?
  • + Will a frame go with a poster?
  • + How should I wash my shirt to protect the print?
  • + Can I use more than one discount code on an order?
  • + I couldn't apply my code, what should I do?
  • + What payment methods do you accept
  • + How secure is my payment?
  • + What is the security code?
  • + Is my credit/debit card charged as soon as I order a product?
  • + What should I do when my payment is declined?
  • + Once my items are placed, can I make any changes to my order?
  • + Can I add more items to my order?
  • + Can I modify my shipping address?
  • + Can I change my billing address?
  • + Can I cancel my order or part of my order?
  • + How long does it take to get my money back from a canceled order?
  • + How can I find my order number?
  • + Why didn't I get an order confirmation email?
  • + Where is my tracking number?
  • + How much does shipping cost?
  • + What shipping carriers do you use?
  • + Do you offer free shipping?
  • + When I can expect to receive my order?
  • + Why is my tracking number not working?
  • + What should I do when my tracking says delivered but I've never received it?
  • + Why is my order returned to the sender?
  • + How can I request a replacement/refund?

I. Placing an order

+ Do I need an account to place an order?

No, you can place your order as a guest, using your email address and other required information. Please make sure that your contact details are correct because we will keep you updated with your order via your email address.

However, we recommend that you register with us because of the following perks:

  • More proactively keep track of your order.
  • Save your contact details for faster purchases in the future.
  • Manage your order history.
  • Enroll in our loyalty program and unlock exclusive rewards.

+ How do I subsribe/unsubsribe to your email address?

How to subscribe:

You might take interest in getting regular updates on newly launched items and great deals. Please go to https://customa2z.com/ and scroll down until you can see the “Sign up” section at the bottom of the page. 

Enter your email address here and you have successfully subscribed to our mailing list.

You will receive a confirmation email. Please check your inbox and reconfirm your email with us to receive a 10% discount code for your first order. 

How to unsubscribe:

In case you want to unsubscribe from us, please open our email to see the link to unsubscribe in the footer of the email. Kindly visit this link and enter your email address as requested. We do not want to let you leave but we deeply respect your decision. We are still here 24/7 for you if you need our assistance.

+ Do you accept personal requests for specific designs?

Sadly, we only sell available items and designs on our website at the moment. However, please do not hesitate to reach out to us if you have any ideas or requests, we will forward them to our design team to consider offering them in the future.

+ How can I change or remove items in my cart?

After you add your item to the cart, there is no option to modify its design. Therefore, if you want to change any information, please remove this item and create a new design again.

To remove an item from your cart, you can either enter your wanted number in the quantity box or simply click on the button (x).

II. Sizing and Product info

+ How are your shirt sized?

Our shirts are pre-shrunk and in American sizes. You can visit our size chart here to get more details: Please note that there might be a ±1.0 inches difference due to manual measurement and production processes.

+ What materials will my tee/hoodie/sweatshirt be used?

Most of our items are made of 100% cotton fabric, except for:

  • Ash/Grey color shirts: 90/10 cotton/polyester.
  • Dark Grey color shirts: 50/50 cotton/polyester.
  • Hoodie, Sweatshirt: 50/50 cotton/polyester.

+ What are the brands used for shirts?

The majority of our shirts are made with Gildan, besides, we also use Hanes or Equivalent.

+ Will a frame go with a poster?

A frame is NOT included with a poster.

+ How should I wash my shirt to protect the print?

  • Turn your T-shirt inside out.
  • Fill your washing machine with cold water.
  • Use the correct amount of soap and DO NOT use Bleach.
  • Use the gentle cycle on your washing machine.
  • Air Dry your t-shirt or use the LOW heat setting on your dryer.

III. Gift codes and Rewards

+ Can I use more than one discount code on an order?

For now, Customa2z allows only ONE coupon to be applied in a single checkout.

+ I couldn't apply my code, what should I do?

Kindly try these steps when your promo code does not work:

  • Check the terms and conditions of the code if it is still active.
  • Check if your order meets the promo criteria because some promotions are only applicable on certain items and specific email addresses or exclusively for new customers.
  • Make sure that the code has not previously been used.
  • Ensure that you are applying only one coupon at a single checkout.

In case all of the above is correct, please take a screenshot of the discount code you received and send it to support@customa2z.com. We will assist you further.

IV. Payment

+ What payment methods do you accept

​​Our payment methods include:

- Credit, debit, and prepaid cards

- Paypal

You can click on the link below to get more information: https://customa2z.com/pages/payment-methods

+ How secure is my payment?

We completely understand that the privacy and security of your online transactions are your biggest concern. At Customa2z, we assure you that your personal details are kept safe and your credit card information is not stored on our servers. 

We verify each transaction with the credit company and only process orders after the credit company authorizes them. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.

On credit/debit cards, CVV verification is required before your order can be completed. Additionally, most credit cards and Paypal offer buyers protection for online purchases. Please contact them directly for specific details as it may vary from one financial institution to another.

+ What is the security code?

Credit and debit cards have a security code for additional protection. For most cards, it will be a 3-4 digit number on the back of the card. For American Express cards, you can find it on the front side of the card.

+ Is my credit/debit card charged as soon as I order a product?

Yes, your payment is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a debit on your statement.

+ What should I do when my payment is declined?

Please try to check your payment information to make sure that your card number, expiration date and billing address are completely correct. You should try to enter the information again if you have changed them recently.

Besides, we currently have 04 payment gateways: USA, Canada, UK and Singapore. The transaction may not push through if the payment is routed to our international gateway while your card is not allowed internationally.

We recommend that you contact your bank or credit card company to ask for the reason why the transaction fails. Your request should be solved within 24 hours by your bank.

V. Modification and Cancellation

+ Once my items are placed, can I make any changes to my order?

If you change your mind about your purchase, please send us an email to support@customa2z.com  and provide your order number and the modification you would like to make. We’ll confirm once the modification has been made.

Please note that your order is only eligible to be modified within 12 hours of placing the order. After that time, the order is locked for processing and can no longer be modified or canceled.

+ Can I add more items to my order?

You cannot add more items to an existing order after checkout. Please create a new order if you're interested.

+ Can I modify my shipping address?

If you want to change your shipping address, please send us an email to support@customa2z.com and provide your order number and the new address you would like to update. We’ll confirm once the modification has been made.

Please note that your shipping address is only eligible to be modified within 12 hours of placing the order. After that time, the order is locked for processing and can no longer be modified.

+ Can I change my billing address?

Due to security reasons, we are unable to edit the billing address. Please don't worry, as long as the shipping address is correct, the order will be delivered accordingly. Also, we will not be including the billing details when we pack the order.

+ Can I cancel my order or part of my order?

If you change your mind about your purchase, please send us an email at support@customa2z.com and provide your order number. We’ll confirm once the cancellation has been made.

Please note that your order is only eligible to be canceled within 12 hours placing the order. After that time, the order is locked for processing and can no longer be canceled.

+ How long does it take to get my money back from a canceled order?

You will receive a refund confirmation when we finish the cancellation process. After that, please kindly wait for about 7-10 days to get your money back into your account (depending on various banks).

VI. Orders and Shipment

+ How can I find my order number?

Your order number can be found at the top of your confirmation email. Please check your inbox, including your spam folder, for your confirmation email.

If you still cannot locate your confirmation email, kindly send an email to support@customa2z.com with the information that's used to place your order and including your name. We will help you to find out your order number right away.

+ Why didn't I get an order confirmation email?

You should receive an email with order confirmation shortly after completing your purchase. 

If it does not exist in your inbox, please kindly check the spam folder of the correct email address associated with your order. Sometimes our email is flagged incorrectly, leading it to go to your spam box. You can open our email, mark it as important and flag it as “Not spam” to avoid the same issue happening again. Also, please add the email support@customa2z.com to your contact list in your account so that our emails would go through afterward.

In case you can not find your order confirmation email in your junk box, please feel free to let us know via our email or help widget, we would be delighted to assist you further.

+ Where is my tracking number?

When your order is fulfilled, we will send you an email to inform you about your tracking number so that you can follow the package all the way home. The majority of orders are produced and shipped out within 7-15 business days. For further details, please visit our article: https://customa2z.com/pages/shipping-policy

If you do not find any emails with the tracking number in your inbox or spam folder after 7-15 business days since your purchase, please kindly reach out to us via email at support@customa2z.com for further help.

You can also proactively track your order status by clicking here on our website: https://customa2z.com/apps/trackorder

+ How much does shipping cost?

Orders to the Continental United States incur a flat shipping fee starting at $6.99.

Orders to countries outside of the Continental United States incur flat a shipping fee starting at $7.99.

We process orders between Monday and Friday. Please note that we don't ship on weekends.

+ What shipping carriers do you use?

Most of the orders will be handled and delivered by USPS and UPS. Other shipping partners are DHL, FedEx... Depending on your location and products, we use different couriers to ensure that your order would reach you in the shortest possible time.

+ Do you offer free shipping?

Yes, Free Shipping for all orders over $100.

 

 

+ When I can expect to receive my order?

Orders typically arrive after 7-20 business days. Different types of products will lead to a variety in shipping and production time. To see the estimated shipping time for your order, please visit our Shipping policy on the link below: https://customa2z.com/pages/shipping-policy

+ Why is my tracking number not working?

Please do not worry when your tracking number has not been updated yet. The tracking typically updates as soon as it reaches the next facility, and shipping carriers normally take 1-3 business days to scan your package. If the tracking number is still not working after 16 business days, please contact us via support@customa2z.com, we will give further assistance immediately.

+ What should I do when my tracking says delivered but I've never received it?

We are sincerely sorry to hear that you have not received your package as indicated. Please kindly try these steps to locate it:

  • Check if the shipping address on your order confirmation is correct.
  • Check your mailbox again and ask if your family members or neighbors have accepted the item on your behalf.
  • If you are unable to find your package, please kindly contact the local post to ask the postman about your package. 

After doing the above steps, if you are still clueless about your order, please reach out to us at support@customa2z.com. We would be happy to give further advice on this matter.

+ Why is my order returned to the sender?

Possible reasons for your package being returned to the sender might include, but not be limited to:

  • Your shipping address is incorrect/insufficient.
  • The addressee refuses the shipment.
  • The receiver has moved without providing a forwarding address.
  • Unsuccessful delivery after several attempts.

A "Return to Sender” package will be ineligible for redelivery and will be disposed of once it reaches the carrier’s warehouse.

In case your shipping address is correct after careful checking, please do not hesitate to contact us via our email at support@customa2z.com. We will take care of the rest for you!

VII. Replacement & Refund

+ How can I request a replacement/refund?

We stand behind our quality and offer a 100% quality guarantee on any items purchased from our store.

If there is any problem with the item you received, please send a photo of the defective item to us at support@customa2z.com or look for more details on our policy at the link below: https://customa2z.com/pages/refund-policy our help widget within 30 days from the delivery day. We’ll make it right!