Return & Refund Policy

At CustomMemoryArt, every order is created especially for you. Because our products are personalized and made-to-order, we encourage customers to carefully review their artwork preview before production begins.

If you have any questions or concerns about your order, please contact us at:

support@custommemoryart.com

Our team is always happy to help.

Artwork Preview & Approval

To ensure you're happy with your order, we provide an artwork preview before production begins.

Artwork previews are typically sent within 24–48 hours after your order is placed (excluding weekends and holidays).

Once your preview is ready:

We will send it to the email address provided with your order.
If we do not receive a response within 24 hours, we may send a reminder email.
Production will only begin after artwork approval has been received.

Please note that delayed approval may extend the estimated delivery timeline.

Order Changes & Cancellations

Because all products are custom-made, order cancellations must be requested within 12 hours of purchase.

Orders Not Yet in Production

If an order is canceled after artwork creation has begun but before production starts, a $20 design fee may be deducted from the refund to cover artwork preparation costs.

Orders Already in Production

Once production has started, orders cannot be canceled, modified, or refunded.

Photo Changes

If a customer requests a completely different photo after artwork creation has begun, an additional design fee may apply depending on the scope of the change.

Returns & Refunds

Because our products are personalized and made specifically for each customer, we generally do not accept returns or offer refunds for:

Customer-approved artwork
Incorrect information provided by the customer
Personal preference after production
Delayed responses to artwork previews

However, customer satisfaction is extremely important to us. If there is an issue with your order, please contact our support team and we will do our best to find a fair solution.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

Photos of the product
Photos of the packaging
A brief description of the issue

Once reviewed, we may offer a replacement or another appropriate resolution depending on the situation.

Need Assistance?

If you have any questions about your order, artwork preview, shipping, or this policy, please contact us: