Frequently Asked Questions
What does "made-to-order" mean?
Every item in our store is crafted especially for you after you place your order. We don't keep pre-made stock — each enamel pin, plush toy, acrylic charm, and 3D printed piece is made with care and attention to detail. This means your order is truly one of a kind!
How long does production take?
Processing is generally 1–3 business days under normal circumstances. Check the product page: any product-specific processing time shown below the add-to-cart button takes precedence. Delivery time is processing time plus shipping time.
Can I customize my order?
Customization is at the heart of what we do! Many of our products can be personalized — please check the individual product page for options, or contact us before ordering if you have a specific request in mind.
Can I cancel or change my order?
Personalized-order cancellations or changes are free within 24 hours of purchase. After 24 hours, a 30% restocking fee applies; requests cannot be accepted after shipment. Contact us promptly. Address changes are possible only before shipment; shipping method or address cannot be changed once shipped.
Do you ship internationally?
We ship to destinations available at checkout. Availability, shipping costs, and estimates depend on destination and selected service. Delivery time is processing plus shipping; the estimates below exclude processing and may be affected by vendor or weather delays. See our Shipping Policy.
How long does shipping take?
Shipping estimates below are transit time only and exclude processing (generally 1–3 business days; product-specific timing below add-to-cart takes precedence). Standard $5.99: UK, CA, FR, DE and NZ 5–9 business days; US 8–11; other destinations 6–10. Expedited $7.95: UK, AU, DE and NZ 4–6; US 6–8. Canada expedited is $9.95, 6–8 business days. Urgent shipping is $34, 3–5 business days; the policy states urgent shipping is free on orders over $150. Estimates may be delayed by vendors or weather, and destination availability is confirmed at checkout. See Shipping Policy.
Will I have to pay customs or import duties?
International orders may be subject to customs fees, import duties, or taxes imposed by your country. These charges are the buyer's responsibility and are not included in our prices or shipping fees. We recommend checking with your local customs office for more information before ordering.
How do I track my order?
After shipment, tracking details are sent by email. An address can be corrected only before shipment; the shipping address or service cannot be changed after shipment. For an incorrect or incomplete address, a returned personalized order may incur a 30% restocking fee; shipping costs are charged if you request a refund. Please contact us promptly.
What is your return policy?
Coverage depends on the issue and the time since delivery. For 99 days, full coverage applies to paint chipping, falling crystals, or broken chains. Within 15 days, full coverage applies to a wrong item/order, an item received broken, defective quality, or personalization differing from the information you supplied. Within 15 days, limited coverage applies to customer-chosen size/chain length, change of mind, or personal reasons; you pay return and replacement postage, and personalized returns incur a 30% restocking fee. Contact us immediately and review the complete Refund Policy for conditions and exclusions.
My item arrived damaged. What should I do?
If your order is wrong, broken on arrival, defective, or personalized differently from the details you supplied, notify us immediately by email within 15 days of delivery. Please contact support first for return instructions and address; keep the item in its original received condition, return any promotional gifts, and provide tracking and the receipt. Eligibility and exclusions are set out in our Refund Policy.
What if I received the wrong item?
For an accepted return, a refund is issued to the original payment method within 3–7 business days after we receive and accept the return. Exchanges are for the same product or an item of equal or lower value. Contact support before returning anything; full terms and exclusions are in the Refund Policy.
What payment methods do you accept?
Available payment methods are the ones displayed at checkout; options can vary by destination. Please check the checkout page before placing your order.
Is my payment information safe?
Our Privacy Policy explains how information, including financial and payment information, is collected, used, and disclosed. No method of transmission or storage is perfectly secure. Please do not send sensitive payment information through unsecured channels.
For help, email support@funtomize.com. Our support hours are 9 PM–6 AM Sunday–Friday EST. We’ll be happy to help.