Questions & Contact

• Reason for possible delay?

  Due to planned system improvements, orders placed on the 25th of September after 4pm may incur 1 day production delay. Our apologies for any inconvenience.

• Holidays

  On holidays, orders will not be processed by us or by our carriers. Orders that were placed the day before the holiday and on the holiday itself will be sent out the first weekday after the holiday. Our customer service will also not be open during holidays.

  April 2 - Second day - Easter
  April 27 - Kingsday
  May 10 - Ascension Day
  May 20 - Pentecost
  December 25 & 26 - Christmas

• What are the shipping costs?

  US shipping costs are as follows:

  Free for UPS I-Parcel delivery (7-11 Business days)

  $4.99 for Express UPS Pick-up Point (2 Business days)

  $9.99 for Express UPS delivery (2 Business days)

  Shipments to Australia are fully supported using UPS I-Parcel for a cost of $5.00. For other international destinations, we charge different fees depending on the destination. You will find the rates in the checkout page.

  For some remote locations extra shipping fees may apply, you will find these during the checkout

  Should your case need to be returned, please contact our customer service. Costs for returning a product to us will be charged to the Buyer.

• I receive an error message when I try to create my case, why doesn’t it work?

  If creating your case doesn’t seem to work or you are unable to upload a picture and order your case, you are advised to check the following:

  - Does your browser meet the system requirements?
  - Does the image you are trying to upload correspond to one of the following formats: JPG, GIF or PNG?
  - Does the image you are trying to upload exceed the maximum allowed size of 6MB? If so, you can reduce the size and try again.
  - Is your internet connection stable and of a decent speed (5mb+). When in doubt, situate yourself closer to your router or use a direct cable connection. 

• When will my order be delivered?

  Our average shipping time to the United States is 7-11 business days using standard USPS delivery. Delivery times will change depending on the chosen delivery service. If your case has failed to reach you within the time frame specified for the the chosen delivery method, please email us at support@gocustomized.com.

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• How can I make my own personalized item?

  Very easily! The design process is simplified into 3 steps. You can use any photo, logos, or text in your design.
  1. Choose your product, 2. Upload an image, 3. Checkout.
  If you still need inspiration, you can also use one of our GoCustomized design templates. Nobody deserves a boring phone case!

  Link to blog: https://www.gocustomized.com/blog/custom-phone-case-tutorial/

  If this is not helpful, please contact us

• Can I use an image with a transparent background?

  Yes you can, and we highly recommend it. Our Customizer supports PNG format images with transparent backgrounds.

  If this is not helpful, please contact us.

• Which image formats can I use and how do I make one?

  The following formats are supported by our Customizer: JPG, PNG and GIF (but obviously not the moving GIFs). Files can be a maximum of 6MB. The higher the resolution of the image uploaded, the better the end result, and the bigger your smile. You can create your design beforehand using programs such as Adobe Photoshop or free tools such as Pixlr. Be sure to save your file in the formats previously mentioned to upload this image to our Customizer. Keep in mind that we maintain a 3mm safety margin near the edges and the camera opening to ensure that none of your artwork is cut off.

  If this is not helpful, please contact us.

• Can I use images from the internet?

  Any picture with the correct format can be used (JPG, PNG or GIF). Be aware that images taken from the internet and especially social media sites, such as Facebook, often have a low resolution. If you use images taken from the internet, check that the resolution is adequate for the desired end result. In addition, ensure that you do not infringe on any copyright or ownership trademarks when using images taken from the internet. Not sure if you are? Simply ask the photographer to be sure.

  If this is not helpful, please contact us.

• Can I use logos?

  Any image in the correct file format (JPG, PNG, or GIF) can be used. It’s important to check copyright/trademark rights when uploading a logo to GoCustomized. The logo must be yours or you must have permission to use it. Are you not sure if you own the copyright/trademark? Please, contact the creator of the logo.

  If this is not helpful, please contact us.

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• What is the status of my order?

  Delivery time = production time + shipping time

  The delivery time is the production time plus the shipping time. Ordered multiple items with different production times? We will ship all items together when your order is complete.

  For the production time per item, please check the product page.

  Shipping time
  Express: 2 working days (USD 9,99)
  Pickup: 2 working days (USD 4,99)
  Slow: 7 - 11 working days (free)

  If this is not helpful, please contact us.

• What are the shipping costs and times?

  Delivery time = production time + shipping time

  The delivery time is the production time plus the shipping time. Ordered multiple items with different production times? We will ship all items together when your order is complete.

  For the production time per item, please check the product page.

  Shipping time
  Express: 2 working days (USD 9,99)
  Pickup: 2 working days (USD 4,99)
  Slow: 7 - 11 working days (free)

• Does my order fit through the mailbox?

  In most cases, you are required to sign for your package. Please ensure you or someone will be available to receive your ordered item(s). Should the delivery address not have an accessible mailbox, please use an alternative delivery address. If a package is returned to us, we will charge a redelivery cost for the package to be sent.

  If this is not helpful, please contact us.

• How can I track my order?

  You can track your order from your account page, available on our website. A tracking number will also be sent to you by email when your order is shipped. The tracking information can take a few hours to update after shipment, so please wait some time and check again before contacting our support team. If this is not helpful, please contact us.

• Can I get a refund if I return my item?

  We cannot offer a money back guarantee on products that have been customized. The product cannot be resold due to the customization of the item. If this is not helpful, please contact us.

• How can I contact GoCustomized?

  The easiest way to contact us is via support@gocustomized.com. You will have a reply within 24 hours. However, in most cases, you can expect a reply within a matter of hours from our Support Team. We answer messages during office hours from Monday to Friday. Please make sure to check the spam folder, just in case our response lands there.

  If this is not helpful, please contact us.

• How does GoCustomized.com handle my personal information?

  For more information on how your personal information is handled by GoCustomized BV., please consult our Privacy Policy which can be found here: https://www.gocustomized.com/privacy_policy/

  If this is not helpful, please contact us.

• What are the Terms & Conditions of GoCustomized?

  The general terms and conditions can be found here: https://www.gocustomized.com/terms-conditions/

  If this is not helpful, please contact us.