Refund and Returns Policy

custom3D.ca sells customized engraved drinkware and related engraving services. Because custom products are made for a specific customer, returns and cancellations are more limited than standard retail purchases.

Custom engraved products

Customized or engraved products are final sale once engraving or production work has started. This includes products with names, logos, dates, artwork, custom text, custom placement, or other customer-specific details.

Please check spelling, names, dates, quantities, colors, artwork files, and placement notes before checkout and before approving any proof. Orders are produced from the information supplied by the customer.

Cancellations before production

If you need to cancel, email custom3d.ca@gmail.com as soon as possible. If the cup has not been sourced and engraving has not started, we may be able to cancel or adjust the order. Once purchasing, proofing, setup, or engraving work has started, cancellation may not be available or may be reduced by costs already incurred.

Production errors or damaged orders

If custom3D.ca makes a verified production error, or if an order arrives damaged, contact us within 48 hours of delivery or pickup. Include your order number, photos of the product, photos of the packaging if shipped, and a description of the issue.

Depending on the issue, we may repair, rework, replace, or refund the affected item at our discretion. Refunds are generally limited to the affected product or engraving service.

Customer-supplied items

Customer-supplied cups or items are accepted only by prior approval and are engraved at the customer risk. Coatings, hidden defects, previous wear, counterfeit items, unusual finishes, and unknown materials can affect engraving results. If a customer-supplied item is damaged during approved engraving work, liability is limited to the amount paid for engraving that item.

Supplier availability

Cups are sourced after checkout. If a selected product, color, or size is unavailable before engraving starts, we may contact you to confirm a substitute, wait for restock, or cancel/refund the unavailable item.

Shipping issues

Carrier delays, incorrect shipping addresses, refused shipments, and missed pickup arrangements are not production defects. Shipping damage must be reported within 48 hours with photos so a carrier claim can be reviewed.

How to request help

Email custom3d.ca@gmail.com with your order number, photos if relevant, and a short explanation of the issue.