Request changes immediately
Personalized products enter preparation and production quickly. Contact us immediately to request a change or cancellation. A request is not confirmed until we respond in writing.
Before production begins
If we have not started artwork preparation, ordered special materials, created a proof, or begun production, we generally can cancel and refund the order. If custom design work or nonreturnable materials were separately quoted and already incurred, the disclosed amount may be deducted where permitted.
After artwork or production begins
Once custom artwork preparation, proof production, material processing, engraving, etching, printing, or other personalization begins, the customized portion cannot normally be canceled or changed. We may offer a paid remake or change when technically possible.
Proof approval
Review all text, spelling, dates, layout, artwork, and product details. Approval authorizes production as shown. Customer-approved errors are not eligible for a free remake or refund. If we produce something materially different from the approved proof, contact us under the Shipping and Return Policy.
Delays and Craftenzo cancellations
If we cannot ship within the promised period, you may agree to the delay or cancel the affected unshipped item for a prompt refund. We may cancel an order we cannot safely or lawfully produce, that uses unsuitable materials, or that violates our artwork standards. We will refund the canceled portion.
Contact us
Send requests immediately to support@craftenzocustom.com and include the order number.